Vulnerable customers

Our Codes of Practice provide detail on the many different services we provide our customers. They have been developed in consultation with the Northern Ireland Authority for Utility Regulation and the Consumer Council for Northern Ireland. These codes of practice are here to make sure our product and services meet the needs of our customers.

Some of our customers have special requirements where continuity of their energy supply is crucial.

Consumers in Vulnerable Circumstances

• The Utility Regulator have created a Code of Practice to ensure positive outcomes for all domestic consumers in Northern Ireland by putting in place best-practice protections and supports for any domestic consumer in vulnerable circumstances to ensure they achieve fair outcomes.
• You can find out more by downloading our Code of Practice (PDF) or by contacting us on 0345 601 9093.
• For more information on the services and support available for customers in vulnerable circumstances please visit Customer Support.

Our Commitment to Vulnerable Customers

We operate registers to help protect our most vulnerable customers. Whether you have a disability or long-term illness, we have additional support services available to you. We recognise that vulnerability is not always visible, may be temporary, and can be due to external circumstances. A customer is considered vulnerable when their personal characteristics or circumstances reduce their ability to engage effectively and achieve fair outcomes. A vulnerable customer is significantly less able to protect or represent their interests and is significantly more likely to suffer detrimental impacts on their health, wellbeing, or finances (UR Consumer Protection Programme).

Sign up for our medical, customer care or customer support registers here.

You can add a nominated contact to your account who can speak to us on your behalf. You can also choose to have your communications sent to this person by post or email. Please contact our Customer Service Team for this option.

Vulnerable Customer Survey

This independent research study, carried out by Ipsos B&A for SSE Airtricity, explores the real experiences and support needs of vulnerable customers in Northern Ireland.

Vulnerable Customer Survey (PDF)

Other publications

Our annual compliance reporting as part of our code of practice for customers in vulnerable circumstances can be seen here:

Annual Report on compliance with Code of Practice (CoP) for Consumers in Vulnerable Circumstances (PDF)

We also have an additional list of useful contacts (PDF) available.