Skip to Content

Customer care support

Our customer care team are here to help when and where they can.

Watch our video below on how Electric Ireland supports our customers

Need support?

We are committed to helping customers who are experiencing financial difficulty and we encourage these customers to engage with us on 0800 313 4926 or by emailing customerservice@electricireland.com. We will commit to putting in place an affordable and workable payment plan with you.

Our Customer Care team undergo extensive training to ensure they are equipped to help people as much as they possibly can. We have a rigorous engagement process in place with our customers who are experiencing financial difficulties and therefore, Electric Ireland would not disconnect customers who engage with us when they experience bill payment issues.

Codes of practice

Electric Ireland engages with all residential customers experiencing difficulty paying their bills in line with our Codes of Practice which can be found on our website.

We also have established relationships with the organisations listed below. They offer specialist support to those who need it. Their experts will be able to assist you should you wish to contact them directly.

Learn more

Contact the experts

Advice NI

Advice NI can provide advice on personal and business debt.
They can also provide advice on a range of benefit issues, including checking your eligibility and applying for benefits. You can find out information on benefits for carers, those with disabilities, being out of work, bereavement, housing, and more.
Advice NI also have a range of self-help resources, including factsheets and money management tools, to support you with managing your finances.

Freephone Helpline: 0800 915 4604
Email: advice@adviceni.net

Visit their website

Age NI

Age NI enables older people to make the very best of their lives and works to create a society that truly values, supports, and welcomes them.
Age NI’s Advice Line receives over 10,000 calls a year from older people in need. Every year, their advice team helps to put over £1million in unclaimed benefits in the pockets of older people in NI.
Their First Connect service, supports older people who are in need of direct emotional and practical help in their lives at a time of crisis.
Age NI Advice Service
Freephone: 0808 808 7575
(Monday - Friday 9am - 5pm)
Email: advice@ageni.org

Visit their website

National Energy Action NI

National Energy Action, the fuel poverty charity, campaigns so everyone can afford to live in a warm and safe home.
They directly support people with energy and income maximisation advice and we advocate on issues including improving the energy efficiency of our homes.
Energy advice: 0800 304 7159
(Monday to Friday 10.00 am -12.00 noon)

Visit their website

Make The Call

The ‘Make the Call’ service supports people in accessing benefits and services to which they are entitled but have not been claiming. They also provide support with reducing energy costs.
To 'Make the Call' you can
Phone: 0800 232 1271
Text: ADVICE to 67300
Email: makethecall@dfcni.gov.uk

Visit their website

NI Energy Advice

NI Energy Advice offers free independent and impartial energy advice to domestic householders in Northern Ireland - including advice about energy grants and other sources of help.
NI Energy Advice - Get in Touch
Freephone: 0800 111 4455
Email: nienergyadvice@nihe.gov.uk

Visit their website

Need more help?

If you need help with your energy bills, this video by the Utility Regulator explains some ways we can help.

Watch video
Need more help? video