Each year we undertake essential maintenance on natural gas apparatus and equipment across our network. If you have recently received a letter from us regarding maintenance works and want to know more, the following information may be useful:

This is essential maintenance that we must carry out on our apparatus, ensuring your property continues to have a safe, reliable and efficient natural gas supply.

If your maintenance letter advises that we require access, there MUST be someone who can provide access into the property when we carry out the work otherwise your gas supply will be temporarily isolated. Under certain circumstances you will be responsible for employing a Gas Safe registered installer to recommission the gas supply at your own expense.  

Of course, you can contact us to re-arrange a more suitable date and time. Please contact us on 0345 4 555 555 or email: info@phoenixenergyni.com; quoting the job number on your letter. 

If we need access inside your home, the work will take up to one hour to complete.  

We offer two timeslots for our maintenance work: 08:30 to 13:00 or 12:00 to 17:00 Monday to Friday. If these times are unsuitable, please contact us on 0345 4 555 555 or email: info@phoenixenergyni.com; quoting the job number on your letter. 

Don’t worry, the maintenance work is carried out to ensure you can continue to enjoy access to a safe, reliable and efficient natural gas supply. If you have any special requirements that you would like to make us aware of before we visit your property, please do not hesitate to contact us on 0345 4 555 555 or email: info@phoenixenergyni.com; quoting the job number on your letter.

Unfortunately, Phoenix Energy does not undertake any work on these types of appliances. Therefore, we request that you have your gas safe registerd installer present during the date and time advised so that they can shut down and relight your appliance.

Your new meter is a direct replacement of your previous meter; it will have the same features you are familiar with.

It will be necessary at times to replace Quantum prepayment meters with the latest mode of prepayment meter (known as the Libra meter). The only functional difference will be that Libra meters record the volume of gas credit in units available rather than the monetary value you may have been used to if you are currently using a Quantum meter.

Our engineer has left a new gas top-up card, pre-registered with your meter and now ready to use. You can access a quantity of gas via the emergency credit provision (15 cubic metres), which will give you access to a small amount of gas should you require it before you add credit to your new meter.

Unfortunately, it is not possible to transfer existing credit you may have on your prepayment meter to your new meter.

If you are eligible for a refund, we will inform your gas supplier about the amount of credit on your previous meter. They will then calculate your refund. 

If your meter had a fault, we will conduct a diagnostic test and provide your gas supplier with a detailed report to determine any outstanding money owed.

Before your appointment date, you may wish to reduce the amount of credit on your meter to reduce the refund due.

Your refund can take up to 28 days to be received from your gas supplier.