With summer firmly behind us and that first nip in the air, many consumers are starting to think about how to keep their homes warm and energy bills under control. This year, energy suppliers have renewed their commitment to supporting local customers through the Domestic Consumer Energy Charter.
This Charter is a commitment between electricity and gas suppliers and the Utility Regulator – Northern Ireland’s independent body that makes sure energy companies treat customers fairly. The Charter is designed to offer extra support to households who may be finding it harder to manage energy bills over the winter months
From 1 November 2025 to 31 March 2026, energy suppliers have voluntarily signed up to a set of promises to help customers manage energy costs, stay connected, and access additional help and support when they need it.
We’ve broken down what this support looks in real terms:
Support Available
Help for Those Struggling with Bills
If you’re struggling or worried about paying a bill, the Charter ensures that your supplier treats you with understanding and respect and works with you to find a payment plan that works for your situation.
Unexpected events can happen that may make it difficult to pay your bill and suppliers have committed to engage with customers to assess their ability to pay, offering more time or a lower repayment rate if needed.
Suppliers will not disconnect you for debt, so long as you stay in touch and engage with them about your situation.
Help for Pay-As-You-Go Customers
Almost half (46%) of households in Northern Ireland are on a Pay as You Go (keypad) tariff. For many people, Pay as You Go helps them stay in control of what they spend – paying only for what they use, avoiding unexpected bills and managing their budget week by week.
Some people may also be repaying a debt to their supplier through a prepayment meter.
One of the key commitments in the Charter is to make debt repayment more manageable. If you are repaying debt, your repayment rate will be capped at 20% of each top-up, unless you choose otherwise. That means at least 80% of what you put on your card or key will go directly toward your energy use, helping you keep the lights and heat on. If you’re already repaying at the higher rate of 40%, your supplier will contact you to offer a reduction.
Importantly, between 1 December and 31 January, suppliers will not move anyone onto a prepayment meter for debt without consent. That protection gives households breathing room over the toughest winter period.
Extra Support for Vulnerable Customers
Under the Charter, suppliers are also strengthening the support they offer to customers who may need additional care – such as older people, those with disabilities, or anyone with a long-term health condition.
Every supplier keeps a Customer Care Register, which ensures those customers receive extra support and communication to suit their needs. If you think you or someone in your household could benefit, contact your supplier and ask to be added. It’s free, and it can make a real difference if things go wrong or if you need priority help.
Further information on customer care registers can be accessed via the Utility Regulator’s website at Additional Support from Suppliers.
You can also register directly with NIE Networks’ Priority Services Register, which provides additional help during power cuts or planned maintenance: this includes regular updates, practical support and reassurance that your needs are prioritised (learn more here).
Hardship Funds and Financial Help
Alongside the supplier commitments set out in the Charter, each supplier will also make a financial contribution to a third-party hardship fund – typically managed by independent charities. These funds are designed to support those most in need of direct financial help with energy costs.
The amounts vary between suppliers, but the idea is the same: getting emergency support to households where it can make the biggest difference.
Power to Switch’s Take
Energy prices are still high – and with recent rises in electricity costs, we know that’s adding extra pressure for many households.
The Energy Charter won’t magically fix prices or remove every challenge, but it does matter. It’s a promise from suppliers to treat customers fairly, to communicate clearly and offer real help when things get tough.
If you’re finding it hard to keep up with bills, don’t wait until it becomes a crisis. Get in touch with your supplier early – there’s practical support available to help keep your home warm and your energy supply secure.
An easy way to take control
While it’s reassuring to know support is available, if you’re struggling, one of the easiest and best ways to cut costs this winter is to make sure you’re on the best deal for your energy.
Many households can save money just by switching supplier – and with average savings of around £421, it’s a simple step that can make a real difference to your budget.
If you haven’t compared in a while, take a few minutes to check your options at Power to Switch and see how much you could save before winter fully sets in.
You can find out more and read the full Domestic Consumer Energy Charter here.
