What is Firmuscare for electricity customers?

What is the Firmuscare Register?

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

   Here is what Firmuscare 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 pen           sionable 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
 

How to register

• Joining the Customer Care Register is free.
• Please follow this link to the Electricity Firmus Care form 
• If you wish to join the Firmus care Scheme please complete the form and return to us along with any copies of proof of eligibility ( if required ). Once we receive and approve your application we will write to welcome you to the scheme.  
  Our Address: Firmus Energy, 5 Trench Road, Mallusk, Newtonabbey, BT36 4TY
• Or Simply contact the Firmus Energy Customer Services team and let us know that you would like to be added to the register. We'll talk to you about your needs and how we can best support you.
• You can also speak to us if you're contacting us on behalf of a family member or someone you care for, subject to the appropriate permission being in place.
• You can also register on the NIE website Register for NIE's critical care service | Northern Ireland Electricity Networks