Help & Advice Tip: My Pay-As-You-Go Top-Up meter is not working! I have no heating. My meter has error codes. Please Help!

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Useful Information for Customers

We understand at this time some people may find themselves in unexpected financial difficulty. There are many organisations who may be able to help you. Contact details of free, impartial debt advice bodies are available below.

If you are concerned about paying your natural gas bill, we will do our best to help. Get in touch with our credit control team on 0330 024 9000. We will work with you to come to a suitable arrangement which might include a repayment plan to spread your bills over a period of time. We will work with you to agree an amount you are able to pay, taking into account your individual circumstances. We will be flexible and work with you to try to find solutions.

If you’re already on a debt repayment plan, we might be able to adjust this in line with your circumstances. Our Code of Practice on Payment of Bills1 outlines the actions we can take to help domestic energy customers with their energy bills and avoid/manage potential debt.

External organisations that might be able to provide further help are listed below.

Organisation Address Contact - for more information

Advice NI

Forestview, Purdy’s Lane, Newtownbreda, Belfast, BT8 4AR

Telephone: 0800 915 4604 (option 2)



The Consumer Council

Floor 3, Seatem House, 28-32 Alfred Street, Belfast BT2 8EN

Freephone: 0800 121 6022



Age NI at Advice & Advocacy Service

3 Lower Crescent, Belfast BT7 1NR

Pensioners – contact Age NI’s free Advice Line to check you are getting all the benefits you are entitled to; these can be a gateway to other cost of living payments.


Call: 0808 808 7575


Financial support   

Visit: GOV.UK for support

Christians Against Poverty  

Telephone: 0800 328 0006


Money and Pensions Service  


Telephone Phone: 01159 659570

Email or call 0330 024 9000.


Energy Efficiency Tips

Natural Gas Heating / Domestic Hot Water energy saving tips

Natural gas is an efficient way to heat your home and provide hot water, but being at home more often might mean you are using more energy. Below are some energy saving tips. You may also wish to read our Code of Practice on the Efficient Use of Energy1: 

Keep your room thermostat (usually in hallway) to a temperature that you feel comfortable with (normally 210C ). Homes could save up to £80 per year by turning their thermostat down by 10C2


Set your thermostatic radiator valves in each room to a temperature that suits your circumstances (not always to be set at maximum)

Check that your heating timer is set at the correct times / days that you require heat

Set the central heating and domestic hot water output temperatures of the boiler to your desired heat level. This may be lower than what it is currently


Reduce time in the shower


Ensure your gas boiler is serviced each year to ensure boiler efficiency 

Consider getting advanced controls fitted which allow you to keep in control of your heating whilst out and about or from the comfort of your home

Insulate - Ensure your roof space insulation is at least 300mm deep and that your cavity walls are insulated.

NI Energy Advice provides free and impartial advice. You can call them on 0800 111 4455
For boiler servicing and fitting of controls please refer to the registered Installer section of the firmus energy website to find an installer in your area.

1 Codes of Practice listed in this letter are available on request from our customer services team and on our website at


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


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

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SMP Number

This is the number usually at the top right of your bill or on your connection paperwork

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If your account requires 2 signatures, or you are not the bank account holder, please call us first on 0330 024 9000
If you don’t have this number, call our switch team on 0330 024 9000