We value all our customers and are particularly aware of those with specific needs.The Airtricity Energy Care Scheme is our commitment to provide you with a range of additional services appropriate to your individual circumstances.
> Of pensionable age; or
> Disabled (including those who are deaf or blind); or
> Chronically sick.
If you qualify, we record details of your specific needs and try to meet your individual requirements. The register is entirely voluntary and completely confidential with the exception of information we share with the Natural Gas Network Operator in order to ensure you receive the service you require.
As an Airtricity customer we will remind you at least once a year as to the existence of the register and what you need to do if you wish to be included on it, so that if your circumstances change we have you covered. Once you are part of the Airtricity Energy Care Scheme you can take
advantage of the following services free of charge:
Even though all Airtricity Gas NI representatives carry a company Identity Card, the password scheme is designed to give vulnerable customers additional reassurance during home visits. If you are unable to read our staff Identity Card, we can arrange for staff, such as meter readers or engineers, to use a password which we have agreed with you in advance.
We have special control taps and adaptors for customers who have problems using their natural gas appliances. Simply let us know what difficulties you are having and we can advise you what special controls and adaptors are available. Where we are able to fit adaptors, these are usually free of charge.
If you have difficulty reading our bills, literature, making a complaint or communicating with us over the phone, we can make life a little easier by communicating with you in the manner you prefer. We can communicate using enlarged print or in Braille format. We are happy to deal with any issue
by email or by post. We can also arrange for a member of our Customer Service team to telephone you to talk you through anything you need.
If you pay by Direct Debit we will normally read your meter once per year.
However, if you find it difficult to read your natural gas meter, we can read it for
you every quarter and notify you of the reading.
If someone else looks after your finances, or you have difficulty reading your bills, with their agreement we can arrange to send your natural gas bills to your nominated person. You can also provide us with the name and telephone number of a relative or a close friend who we could contact if there are any problems.
We offer a free natural gas safety check on your appliances and installation if you meet one of the following criteria:
> Of pensionable age or older and either living alone or with someone under the
age of 18;
> Registered as disabled and either living alone or with someone under the age
of 18; or
> Receiving a State disability benefit and living alone or with someone under the
age of 18.
A free natural gas safety check will be carried out once a year upon request The check is to confirm that the natural gas supply and natural gas appliances in your home are safe. If the check shows that any work is required to make the appliances safe, we recommend that any work on your natural gas appliances or pipework is undertaken by a Gas Safe registered engineer.
If we find that an appliance or installation could be dangerous, we may authorise representatives on our behalf to shut off the natural gas supply. We will only do this where it is necessary and in the interests of safety and will always tell you what has been done and the reason.
This check is not a substitute for having your natural gas appliances serviced and maintained regularly. We recommend you have your natural gas appliances serviced regularly by a Gas Safe Registered engineer, in line with your manufacturer's instructions.
If you have hearing difficulties and have a minicom, you can contact us using the following numbers:
General Customer Enquiries - 028 9055 5801
Natural Gas Emergencies - 0800 731 4710
If you find it difficult to access your meter, we will do our best to move it to a more suitable position, usually free of charge. This is subject to a technical survey and in rented accommodation may also be subject to agreement by your landlord.
We have trained staff to help and advise customers on the efficient use of natural gas, natural gas appliances and associated products.
Please note: Airtricity will not, in any month from October to March cut off the supply of gas to Domestic Premises at which the Domestic Consumer has not paid charges for the supply of gas to the domestic premises, is of pensionable age, disabled of chronically sick and lives alone or only with other persons who are of pensionable age, disabled or chronically sick or under the age of 18.
We will also take all reasonable steps to avoid cutting off the supply of gas to a Domestic Premises from October to March, where the Domestic Customer has not paid the charges for the supply of gas to the Domestic Premises and the occupants of the Domestic Premises include a person who is of pensionable age, disabled or chronically sick.
We will take all reasonable steps to ascertain before exercising any right to cut off the supply of gas to Domestic Premises whether the Domestic Premises falls within the scope of the above requirements.
It is easy to apply to register on the Airtricity Energy Care Scheme. Simply give us a call on 0845 900 5253* and we will be pleased to help. Remember that the scheme is completely voluntary and confidential. Once we receive your details we will confirm your registration as a Airtricity Energy Care Customer.
If you wish to take advantage of the services detailed above, please contact us and tell us how we can help – Telephone Airtricity on 0845 900 5253*.
*Calls cost from 3p per minute from a BT landline. Calls from other networks may vary.