There are a number of ways both domestic and business customers can get help during the winter months.
Sinéad Dynan, Head of Consumer and Business Protection at the Utility Regulator, shares expert insight into how the Consumer Energy Charters can help households and small businesses this winter.
With winter fast approaching and ongoing cost-of-living pressures continuing to affect households and small businesses, Northern Ireland’s Consumer Energy Charters have returned for 2025/2026. The Charters put in place additional protections for consumers over the winter months.
What are Northern Ireland’s Consumer Energy Charters?
The Charters are voluntary agreements, signed by Northern Ireland’s electricity and gas suppliers, to provide additional support to customers during the winter months. There are two Charters: one for domestic consumers, now in its fourth year, and one for small businesses, which was introduced last year and expanded this winter.
“These Charters are about suppliers going beyond business-as-usual to support consumers,” explains Sinéad Dynan.
What do they do?
The Charters include a wide range of commitments designed to protect and assist consumers.
For households, these include:
- Contributions to a third-party hardship fund to support consumers who are struggling to pay their bills.
- Additional protections for consumers in debt.
- Informing consumers facing payment difficulties of their tariff options.
- Signposting to support organisations.
For small businesses, commitments include:
- Engaging with consumers in payment arrears to discuss options.
- Practical advice on energy efficiency.
- Dedicated contacts for advice bodies.
- New this year: staff training on small business needs and a dedicated FAQ section on supplier websites.
How can consumers access support if they need it?
“The most important thing is to reach out early,” urges Sinéad. “If you’re worried about an upcoming bill or already in debt, contact your supplier. Their staff are trained to help and will treat you with empathy and respect.”
Suppliers will work with consumers to explore repayment options, offer energy-saving advice, and connect them with external support services like Advice NI and Make the Call. Domestic consumers can also ask to be added to customer care registers for additional protections.
What’s new in this year’s Charters?
The Small Business Energy Charter has expanded with two new commitments:
- Suppliers will ensure key staff are trained to understand the specific challenges faced by small businesses.
- Each supplier will add a dedicated FAQ section to their website addressing common concerns around billing, tariffs, debt support and contract terms.
Who’s involved in delivering the Charters?
The Charters are a collaborative effort. The Utility Regulator leads the initiative, working closely with electricity and gas suppliers, the Consumer Council for Northern Ireland, Advice NI, Make the Call, the Department for Communities and the Department for the Economy.
Participating suppliers include Budget Energy, Click Energy, Electric Ireland, Firmus Energy, Power NI, Share Energy, SSE Airtricity, and Go Power.
“This is a sector-wide commitment,” says Sinéad. “It shows what can be achieved when we work together.”
What’s the Utility Regulator’s message to consumers this winter?
“Don’t wait,” says Sinéad. “Whether you’re worried about an upcoming bill or are already facing energy debt, please don’t hesitate to reach out, support is available.”
Northern Ireland’s Consumer Energy Charters run from 1 November 2025 to 31 March 2026. For more information, including a full list of the Charter commitments, visit www.uregni.gov.uk
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