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firmus Customer Charter
firmus energy customer charter

We like to do things differently. We put our customers first. That’s why we have our Customer Charter.

It sets out, in clear language, exactly what you can expect from us. It gives us a set of standards not just to meet, but to exceed. So you are able to relax knowing you’re in good hands and will be looked after by a team of people who really care.

What you can expect from us:

  • We will use clear and understandable language.
  • We may offer a connection if there is an available natural gas supply.
  • If we cannot provide a natural gas supply, we will explain the reasons why.
  • We will install all pipework and fit the gas meter according to our connection policy.
  • Our fully trained staff will explain the connection process and any associated costs.
  • We will offer a range of payment options to make paying for your natural gas easy and we won’t hit you with any unexpected costs.
  • We will send you clear bills in plenty of time for you to pay.
  • All roads and properties that we work on will be restored within five working days.
  • We will take responsibility for any issues you raise about our service, our contractors or associates.
  • We will sort out any complaints quickly and efficiently.

Image: girl in scarf enoying sunshine

What we expect from our customers:

  • You must sign all relevant documents, such as natural gas application forms, as soon as you receive them so we can process your application to supply or connect the natural gas.
  • You must tell us about any wayleaves we may need and make sure that they have been signed.
  • You must use a Gas Safe Registered Installer for all gas installations and servicing.
  • You will tell us about any problems you have with our services, our contractors or associates so that we can continue to improve.
  • You must pay for the natural gas you use in line with our credit and payment policies. You must tell us if you have not received a bill for a significant period of time or if your payments have not been processed correctly.
  • You must keep to any safety guidelines we have given you on using gas; including reporting gas leaks to the 24 hour Northern Ireland Gas Emergency service on 0800 002 001.

What kind of business are you?

or
Why am I having to do this?

To give you the most accurate information for your town and county, please enter your postcode below.

How do you pay for your natural gas?

By Credit

Do you receive a monthly bill for your energy usage?

Yes
or

With a Pay as You Go card

Do you purchase a top-up card for your energy?

Yes

What kind of business are you?

Small or Medium Business

Small businesses spend about £2,600 or less per bill. Medium businesses spend about £35,000 or less per bill.

or

Large Business


Large businesses spend about £250,000 or less per bill

Make sure you have your bank details and SMP number ready

Bank details

All we need is your account number and sort code *

&

SMP Number

This is the number usually at the top right of your bill

Okay, I have them

If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0800 032 4567
If you don’t have this number, call our switch team on 0800 032 4567