SMELL GAS? CALL 0800 002 001 MENU Coronavirus update Accesible version A Message from Phoenix Natural Gas The safety of our customers and colleagues is our number one priority. The service we deliver is vital to keep you, our customers, safe, warm and connected in your homes and businesses. As the largest gas distribution network in Northern Ireland, we continue to deliver a safe and reliable flow of gas across our network and operate the gas emergency service for our customer base during these challenging times. We are following Government guidance and have introduced additional safety precautions across all our activity. We will continue to monitor the situation and update our guidance and working practices accordingly. We want to assure customers that we will attend gas emergencies and make them safe, whether a person in that home has coronavirus or not. Relevant safety precautions will be taken. In the event of an emergency contact the gas emergency team on 0800 002 001 and follow the instructions found here. Helpful Information Codes of Practice We have a range of Codes of Practice which we have developed in consultation with the Utility Regulator which detail how we undertake certain business activities. These include, how we handle your complaint, how we market our product as well as information you may find useful as a gas consumer. Codes of Practice Energy Efficiency Making your home more energy efficient reduces the amount of energy your use and in turn can help you save money on your energy bills. The NIHE Energy Advice Service offers free and impartial advice for all householders on how to become more energy efficient. NIHE Energy Advice Service Payment / Meter Prepayment gas meters in Northern Ireland require gas users to top up their card at a PayPoint outlet and to in turn transfer the top up credit by inserting the card into their gas meter. Gas users can top up in PayPoint Outlets. A list of PayPoint outlets is available at consumer.paypoint.com Natural gas consumers have access to a range of different billing and meter options, if your circumstances have changed you should contact your natural gas supplier (SSE or Firmus) to discuss available options. You will find details of your gas supplier on your gas utility bill or on your pre-payment top up card. Prepayment meter top up guides Energy Bills If you find your circumstances have changed or if it’s getting more difficult to manage your energy bills it’s important that you contact your natural gas supplier to find out more about the support that is available. Gas Supplier Information Energy Care Schemes Lots of energy and utility companies have care registers to help consumers that are dependent on their energy supply. Registration is usually available to customers of pensionable age, disabled or chronically sick. The benefits of being registered can include: Alternative format communications Special control taps and adaptors Meter movement and quarterly meter reading Find out more about your natural gas suppliers Energy Care Scheme and qualifying criteria by contacting them directly Gas Supplier Information Additional Support Services As well as support from natural gas network operators and suppliers there are lots of organisations offering support to consumers at this time across a range of different areas. Help and support with benefits, money and debt advice is available from Advice NI, or you can contact Freephone 0800 915 4604. Help and advice on a range of consumer issues is available from the Consumer Council. Help with mental wellbeing can be accessed at https://covidwellbeingni.info If you are concerned about the identity of someone calling at your door call 101 for the Quick Check facility to verify them before giving them access to your home. Local information Questions & Answers We are following Government guidance and have introduced additional safety precautions across all our activity. We will continue to monitor the situation and update our guidance and working practices accordingly. Can I still apply for a new gas connection? You can request a new gas connection on our website or by contacting our Customer Service team on 03454 55 55 55. We are prioritising those customers with urgent connection needs at this time and will plan in and undertake all other connection requests in line with our current programme of works. Are you undertaking planned maintenance? We continue to undertake planned maintenance. These works are under constant review during these times and may be subject to change. Essential maintenance and emergency teams remain operational to ensure that gas continues to flow and that the safety of our network, customers and the general public is maintained. How can I contact you for a non-urgent query? Our Customer Service Team can be contacted Monday to Friday from 8.30am – 4.30pm on 03454 55 55 55. 197 Airport Road West, Belfast, BT3 9ED Contact Us © 2021 Phoenix Natural Gas Limited. Company No. 32809. All rights reserved. Privacy Policy | Cookie Policy | Site Map | Legal | Modern Slavery Statement Cookie Control Icon For more information about the cookies we use, see our Cookies pageCookie Control Link Icon Analytical Cookies We'd like to set Google Analytic cookies to help us to improve our website by collecting and reporting information on how you use it. The cookies collect information in a way that does not directly identify anyone. We use Google and Youtube Analytical cookies. Analytical Cookies On Off Marketing Cookies Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers. 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