Supporting vulnerable customers

We are committed to providing the best possible service for all of our customers. We run a number of schemes to support and help more vulnerable people living in our community including:

Critical Care Register – a priority information service for customers who rely on electricity for their healthcare needs. When registered, a customer or their carer will receive prioritised information on faults or on planned work on the network. We also share information with other agencies where this is in the interests of the customer and has been agreed in advance with the customer. We provide bespoke training to our front line staff.

Password scheme – working with electricity suppliers, we will deliver a pre-agreed password to the customer before being allowed to enter a property. This reassures customers that our employee is a genuine caller.

QuickCheck scheme – working with the PSNI, we are part of the QuickCheck scheme which provides an independent telephone check to ensure our employees are genuine.

We also seek to make a positive impact in the community through sustainable initiatives and charitabe outreach programmes.

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