As an essential service provider, we play an active and critical role in the lives of local communities, working with domestic and business users, members of the public and community representatives. We strive to deliver the best possible standards of service to all while continuing to invest in and develop our services in line with customer needs.

We recognise that there may be times when some consumers will need additional and specific support from us. We are committed to working with consumers directly to ensure a truly inclusive approach to customer service.

At Phoenix Energy, we are part of the Quick Check 101 scheme. Quick Check 101, is an initiative run by the Police Service of Northern Ireland supported by the Utility Regulator and energy and water companies to help protect against bogus callers. Most callers to your home will be there for genuine reasons. However, there are those who may pose as official callers from energy or water companies to try and trick their way into your home.

If someone calls at your home claiming to be from an energy or water company you can phone 101 (the police non-emergency number) to check that the caller is who they say they are. Watch this helpful explainer video below:

We understand that times can be hard at the moment for many people. Please watch the short video below from the NI Utility Regulator for advice on what do next if you are struggling to pay your bills.