Coronavirus update

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.

If we need to visit your home, we will need to ask you some additional questions:

  •  Is there anyone in your property with a confirmed case of coronavirus?
  •  Are you or anyone else in the property in self-isolation on medical advice or following contact with someone who has the virus?

If the answer to either of these questions is ‘yes’ and you require essential works or an emergency response we will need to take the following measures so that we can keep you, our colleagues and other people safe:  

  •  We will ask that the people and pets in the property stay in a separate room from the engineer while they carry out essential work or safety checks. For example, stay in a room where there are no gas appliances or the gas meter.
  •  Please open the windows in the room where the engineer will be working.
  •  Our engineer will wear protective clothing, including gloves and a mask, as a precaution.
  •  Once our engineer has finished their work and leaves, they will remove the gloves, dispose of them safely and then thoroughly clean their hands before going to the next property.

If the answer to either question is ‘yes’ and you require a representative visit that is non-essential we will facilitate this at an alternative date.

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.

Questions & Answers

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.

We continue essential connection work for critical customers, such as hospitals, or where necessary to prevent customers being left without a heating supply on a best endeavour’s basis.

Are you undertaking planned maintenance?

In order to best protect our customers, colleagues and communities and in line with Government advice, we are undertaking a reduced level of planned maintenance work across our network.  Our maintenance works schedule remains under constant review during this time 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 do I top up my prepayment gas meter if I’m self-isolating?

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.

1.Make a list of trusted neighbours, friends and family who live nearby, and might be able to top up your card if you cannot leave your home.

2.Consider putting a bit more credit on your meter than you usually would. For information, the maximum single top-up amount is £49.

3.Once you have nominated a family member or friend who can help, give them your meter box key so they can access the meter if it's outside.

4.Gas users can top up in PayPoint Outlets. A list of PayPoint outlets is available at consumer.paypoint.com

5. If you cannot get the assistance of a family member or friend who can help you should contact the Covid 19 Community Helpline a freephone helpline established to provide those in vulnerable groups with access to additional community assistance. The helpline, which is managed by Advice NI, is open 9am to 5pm, 7 days per week, the number is 0808 802 0020. Alternatively, you can text ACTION to 81025 or email: Covid19@adviceni.net

6.For any additional detail on gas supply issues you should contact your gas supplier

How do I identify who my gas supplier is?

We maintain the network and deliver gas to homes and businesses across our licensed area. We don’t send bills, supply pay as you go meter cards or manage your direct debit, that’s your gas supplier’s responsibility.  

You will find details of your gas supplier on your gas utility bill or on your pre-payment top up card.

Further information on gas suppliers in our licence area can be found in Gas Supplier Information.

How do I check the identify of a representative from Phoenix?

The QuickCheck scheme exists to provide reassurance to the public about callers to their door claiming to be from utility companies.  If you are concerned about the identity of someone at your door, you can call the non-emergency number ‘101’ where you will be given the option of going through the ‘QuickCheck’ facility to check the caller is who they say they are.  

How are you minimising the impact to Covid 19 within your business?

Phoenix Natural Gas, like many businesses and organisations, has plans in place that look at what we need to do in a variety of different incident situations and scenarios. These plans are tested on a regular basis so that we can continue to deliver the service expected from our customers. We are ensuring these plans are up-to-date so that we are able to continue to provide services to our customers, as well as providing advice and support to our colleagues.

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.  

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Gas Supplier information

Gas Suppliers

Using your PAYG gas meter

Using your PAYG gas meter

Local COVID-19 information

NI direct

Information from the NHS

NHS

Consumer Council

Consumer Council