Supporting those that need it most

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10th October 2022

Supporting those that need it most

We will provide help for our most Vulnerable Customers.

Vulnerable Customer services 

We’re aware that some of our customers may have special requirements where continuity of their energy supply is very important. Our Code of Practice on Vulnerable Customers outlines the services and protections we provide for customers with special requirements.

If you're critically dependent on electrically powered equipment, which includes but is not limited, to life protecting devices and assistive technologies to support independent living or medical equipment, you may be eligible for inclusion on the Priority Services Register.

If you’re considered vulnerable due to advanced age or physical, sensory, intellectual, or mental health reasons, you may be eligible for inclusion on the Special Services Register.

You may be eligible to avail of these services and if so it’s important to let us know.

Some benefits of registering as a Vulnerable Customer

There are measures in place to protect registered vulnerable customers against disconnections during certain periods of the year.

In the event of a planned outage, Networks will contact you at least three days in advance so you can make alternative arrangements.

We offer braille and large print communications to customers who are Visually Impaired. To avail of this service please contact us.

Did you know?

You can add a nominated contact to your account who can speak to us on your behalf. You can also have your communications sent to this person by post or email, if required.

How to register

To register for Priority Services or Special Services or to add a nominated contact to your account, please email our Vulnerable Customer Team at

If you do not have access to email you can also call 0818 40 40 70, our Customer Service Team are available Monday to Friday 8am - 8pm.

You can view our Code of Practice on Vulnerable Customers here.

Managing debt

We understand that keeping on top of your energy bills can be difficult. If you’re worried about your energy costs, there are some things we can do to help you.

If you’re finding your energy bills difficult to manage, our team will help you by;

  • Revising a repayment plan that suits you
  • Reviewing your payment methods and finding one that works best for you
  • Sharing resources and details of experts who can help advise on you helping manage your debt

Call us on 0818 81 22 20 and select the ‘payment and billing’ option so we can explain your bill to you and arrange a payment plan if you need one.

If you’re already on a payment plan with us and your circumstances have changed, call us on 0818 81 81 11 and we’ll discuss the different solutions available for you to help manage your account. You may also find it useful to talk to the Money, Advice and Budgeting Service (MABS) about your personal finances. Find more information here.

Pay as you go meter: Some customers prefer to have a prepayment meter installed to allow for better budgeting. This meter allows you pay for your energy before you use it, meaning you will not receive any unexpected bills. It can also help you to manage arrears. For further information on Prepayment meters here.

Community Support

We’re committed to working with our customers and supporting them when they need it most.
Last year we established the customer support scheme, which includes a range of measures designed to support customers, households and individuals who are experiencing significant challenges in dealing with the rising cost of living.
These measures total up to €25m, including initiatives such as;

  • Financial support to 7,000 customers in long term debt in Winter of 2021
  • €1 million donation to St Vincent de Paul (SVP) to support households in need of financial assistance. regardless of who their energy provider is. Read more about SSE Airtricity and St Vincent de Paul here.
  • A price promise which will offset the current price change for around 60,000 eligible customers.
  • Donation to Bryson Charitable Group, one of Northern Ireland’s leading support agencies, of £1 million that aims to support households in need of financial assistance during the cost of living crisis.


30th January 2023

Help managing your energy bills

Read more