What is Firmus Care?

At Firmus Energy, we know no two customers are the same. Our Firmus Care scheme gives extra support to customers and households who may need a little more help, based on their own needs and circumstances.

Here's what Firmus Care offers:

1. Password protection
If someone you don't know comes to your door, always ask them to identify themselves. Every Firmus Energy representative carries a company identity card with photo ID and a phone number. For added peace of mind, you can set up a password with us that our staff will use whenever they visit your home.

2. Quick Check 101
If you're ever unsure whether a caller at your door really works for the company they claim to represent, you can check. Quick Check 101 lets you call the PSNI on 101 to confirm they're genuine before you let them in.

3. Easier-to-use appliances
We may be able to provide special controls and adapters for your gas appliances, making them easier to use. This can help households where someone is of pensionable age, disabled, or terminally or chronically ill.

4. Meter reading
If you find it hard to read your own meter, get in touch. We can talk you through it, or arrange to read it for you and let you know the figure.

5. Communications in other formats
If you're visually impaired or find our bills and letters hard to read, we can provide them in Braille, large print or audio. This covers, at a minimum, our Terms and Conditions, billing information, Codes of Practice and Complaints Procedure. You can choose your preferred format when you join Firmus Care, or contact us any time to update it.

6. Bill nominee scheme
We can post a copy of your bills to a friend, relative or carer, so they can help you read and check them. Please agree this with your nominee before you share their details with us.

7. Support if money is tight
Life can throw up unexpected money worries. If you're concerned about paying your gas bill, we'll do our best to help and work with you to find an arrangement that suits, which may include a repayment plan. With your permission, we can also pass your details to organisations offering free, impartial advice and support.

8. A little extra help
Our Customer Service Team can advise you on using your heating and gas appliances as efficiently as possible. For energy efficiency advice, call us on 0330 024 9000.

9. Moving your gas meter ( Gas Customers only )
If someone in your household is of pensionable age, disabled, or terminally or chronically ill and finds the meter hard to reach, we'll do our best to move it somewhere more suitable, free of charge. This depends on the new position meeting all safety standards, and eligibility will need to be confirmed.

10. Turning your gas on and off ( Gas Customers only )
For your own safety, make sure you know how to turn off the gas supply at the meter. If your meter sits in a box outside, keep the key handy. No key? Contact our Customer Service Team and we'll post you one free of charge.

Turn the emergency control valve to the ‘off’ position. It is off when the lever is at a right angle to the pipe.
 

The right service for you

We take your individual needs into account to give you the service that suits you best. Everything we offer through Firmus Care is voluntary, free of charge and completely confidential. For more information, or if you have any questions, contact our customer care team. We're happy to help.

Free Gas Safety Inspection ( Gas Customers Only )

Firmus Energy offers homeowners a free annual gas safety inspection on your natural gas heating installation and appliances if you live alone, with a minor, or if all occupants of the household are eligible for the Firmus Care scheme.
If you are unsure of your eligibility to receive a free gas safety inspection, please call us on 0800 032 4567 and we can talk you through this.
 

Apply for Firmus Care

To join the Firmus Care scheme, use the link below. Once we've received and approved your application, we'll write to welcome you to the scheme.Simply Apply for Firmus Care scheme here.