SSE Airtricity Gas NI Limited - Covid-19 FAQs

25 March 2020

Here are some of our most frequently asked questions around Covid-19

See our Covid-19 Update here:

CUSTOMER SERVICE

Q: What do I do in a gas emergency?

If you smell gas phone the 24-hour gas emergency service on 0800 002 001

Q: Is your Customer Service Team still available to contact?

At SSE Airtricity we’re committed to supporting efforts to limit and delay the spread of Coronavirus (Covid-19). The wellbeing of our colleagues, customers and the communities we serve is our number one priority. Please be assured we’re operating as normal and will endeavour to continue doing so

We continue to monitor and assess the situation across all of the jurisdictions we operate in and are working in line with Governments’ latest guidance, updating our approach as it evolves.

We’re doing everything we can to continue the same level of service that you’re used to in the coming weeks. To help us free up our phone lines for our most vulnerable customers, we would ask you to visit our website www.airtricitygasni.com for help and information, to make a payment or to submit a meter read. Alternatively, you can also email info@aitricitygasni.com as we are actively monitoring our emails and aiming to provide responses as soon as possible.

We will continue to provide regular updates here.

As you can appreciate, our priority is to focus our efforts on ensuring we take care of our more vulnerable customers and those with prepayment meters.  

We’re here to answer your questions  

Call 0345 900 5253: Monday-Thursday 8.30am-5pm and Friday 8.30am-4.30pm (excluding bank holidays). 

Email us at info@airtricitygasni.com

Gas Boiler Repairs Priority Appointments – Call 0346 603 00 26 Mon-Fri 9am-5pm 

Q: Will my gas supply be interrupted?

A: We are actively engaging with the Network operators and other industry bodies and they have assured us there are no concerns at present to the gas supply on the relative network. We are continuing to provide our full customer service to customers though you may experience some delay in contacting us or possible delays with some of the actions we are required to take.

Q- How are you protecting your customers when you need to access their homes?

A: If your meter is located inside your property, in the interest of health and safety for both you and our staff, our Meter Reading Team will not be attempting to gain access to your property to read your meter. If you meter is located externally and is accessible, we will be continuing to read your meter should this be safe to do so.

If you prefer to get billed on an actual read, you can provide a meter read through our website. Please log on at www.airtricitygasni.com and follow the link to ‘Submit a Meter Reading’. 

Advice on how to read your meter is available in our ‘Help & Advice’ section.

BILLING

Q: Can I postpone my utility bill payment?

If you are experiencing difficulty paying your bill, we’re happy to work with you to set up a payment arrangement that works for both you and us. Please get in touch with us as soon as you can, and we can discuss options with you.

Q: Will there be any support in place in the coming months for customers who are at home more now and using more energy?

A:  We understand this is a challenging and uncertain time for many of our customers and that staying at home means you’ll probably use more energy than usual. If you want some practical help to reduce your energy use please visit https://www.airtricitygasni.com/at-home/energy-efficiency/

Q: I usually pay my bill in the bank. What if I can’t get to the bank now?

A: The easiest and fastest way you can make a payment is online or over the phone by calling us on 0345 900 5253. However, to help us free up our phone lines for our most vulnerable customers, we would ask you to visit our website airtricitygasni.com

Q: Because of a Coronavirus (Covid-19) related situation, I cannot afford my debt repayment, what can I do?

A:  We understand this is a challenging and uncertain time for many of our customers and people are worried about losing income because of the disruption. If you are struggling to repay your debt, we’ll do all that we can to help. Our contact centre might be busier than normal but please bear with us. Alternatively, you can also email  info@aitricitygasni.com as we are actively monitoring our emails and will aim to provide a response as soon as possible by email or call-back.

Q: How can I submit a meter reading myself?

A: If you have been billed on an estimate read as we have been unable to obtain an actual read at your home, you can submit a meter reading on our website at www.airtricitygasni.com. Advice on how to read your meter is available in our ‘Help & Advice’ section.

PREPAY CUSTOMERS

Q: I cannot get to a shop; how can I top up my gas meter?

A: We recommend that you always keep your prepayment meters topped up.

We recognise some of our customers may be impacted over the coming weeks and may be required to stay indoors and self-isolate.

There are a number of steps we are advising customers with prepayment meters to consider. 

If you have a gas prepayment meter, there are some steps you can take if you feel unwell or need to self-isolate:

• Please remember that gas top ups can only be purchased at a PayPoint Outlet. This means you must bring your card to the shop.
• Make a list of neighbours, friends and family who live nearby and might be able to top up your card if you cannot leave your home.
• Know who your supplier is, share that information with your helping neighbours, friends and family and give them your meter box key so they can access the meter if it is outside.
• Consider topping up your meter more frequently to ensure your meter always has enough credit.
• If you are unsure how to top up your meter or require further information on your prepayment meter, we would like to highlight that all suppliers have in place a Code of Practice on Services for Customers with Prepayment Meters which can be viewed at airtricitygasni.com or requested from us directly.

Q: What is the maximum amount I can top up my meter?

A: The maximum top-up you can make is £49 per vend. This must be purchased in any PayPoint outlet using your PAYG card that is registered to your meter. Any top up purchase will be based on the applicable tariff rate at the time of the purchase. We recognise our tariff will change on 1 April 2020, however technical limitations prevented us bringing this forward.

Q: My meter is faulty and as a result I have no gas?

A: If your meter is faulty and not enabling gas flow, we will follow our normal procedures to try and diagnose the issue and to notify the Network Operator to arrange a fix. The Network Operators are aiming to maintain a high level of service delivery, but there may be certain routine activities that could be delayed or cancelled should the Coronavirus (Covid-19) outbreak continue to reduce available resources and as emergency jobs are being prioritised.  This is actively being monitored between ourselves and various Network Operators. Please be assured we’re operating as normal and will endeavour to continue doing so.

If you smell gas, suspect a gas leak or you have no gas please call the 24-hour NI Gas Emergency Service on 0800 002 001.

ENERGY SERVICES

Q: I have a boiler service/repair/replacement booked and I no longer want an engineer to call out, can I postpone/reschedule?

A: Yes. Please contact us by phone on 0345 603 0026 and we will postpone/reschedule your booking for you.

Q: I’m having an issue with my boiler and I’d like someone to call out, are you still taking bookings?

A: At the moment we are prioritising repairs for customers where the boiler is not working and there is no heat. At the moment we are not taking bookings for general boiler services. Please note that due to current guidelines we are unable to take any bookings where a customer is self-isolating.

Q: If an engineer calls out to my house to carry out work, what measures will be taken to ensure we are both safe?

A: If an engineer is doing responsive repairs at your property, they will be fully equipped with personal protective equipment following the latest government and expert advice. Following this advice, we’ll ask for your co-operation to observe a social distance while we complete our work. In the interest of health and safety, and in light of guidance on social distancing, we are currently not undertaking work in any properties where an individual is self-isolating.

Q: The question I have isn’t here?

A: No problem, check out our full Help Centre. Alternatively, you can reach us on email at info@airtricitygasni.com or by calling us on 0345 900 5253.

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