Energy suppliers pledge extra winter support for NI households and businesses

Households and small businesses worried about paying for their electricity or gas will benefit from a range of additional protections and support measures this winter as the Utility Regulator launches Northern Ireland's Consumer Energy Charters for 2026/2027.

The Domestic Consumer Energy Charter has been launched for a fifth year, and the Small Business Energy Charter has been launched for a third year. All gas and electricity suppliers in Northern Ireland have voluntarily signed up to the Charters, reinforcing their commitment to provide extra support to consumers during the winter months.

Alongside the voluntary commitments made under the Small Business Energy Charter, this year’s Charter includes new guidance to help small businesses compare published energy tariffs, work confidently with energy brokers or Third Party Intermediaries, find support with energy debt and understand where to seek help if a complaint remains unresolved. 

Suppliers signing up to the Domestic Consumer Energy Charter have made commitments that include contributing to charitable hardship funds and putting in place additional protections for consumers facing payment difficulties or debt, including those on prepayment meters.  

The Charters also highlight supports and protections for consumers that are in place all year round.

The annual development of the Charter commitments is a collaborative project led by the Utility Regulator in partnership with gas and electricity supply companies, and the Consumer Council for Northern Ireland.

The Charters are supported by the Department for Communities, the Department for the Economy, Advice NI and Make the Call.

Commenting on the Charters, Mabel Stevenson, Consumer Protection Manager (Domestic and Vulnerable Consumers Lead), at the Utility Regulator, says, "We understand that for many households and small businesses, winter can be a challenging time when it comes to energy costs. 

“This year's Charters, launched by the Utility Regulator in partnership with the Consumer Council for Northern Ireland and gas and electricity supply companies, provide additional support for households and small businesses. 

“We would encourage anyone worried about paying for their electricity or gas to contact their supplier as early as possible to discuss the help and support available. Suppliers are committed to treating customers with empathy and respect and will work with them to explore their options.” 

Raymond Gormley, Head of Energy Policy at the Consumer Council, adds, “Small and micro businesses are the backbone of Northern Ireland’s economy, and many face the same pressures as households when it comes to managing rising energy costs. For smaller businesses, where resources are often stretched, access to clear information, practical advice and additional support can make a real difference. 

“The Consumer Council welcomes the enhanced Small Business Energy Charter and the commitments made by energy suppliers to support businesses experiencing difficulties. We would encourage any business concerned about its energy bills to seek advice early and explore the support available.” 

Advice NI’s Head of Money, Debt, and Quality, Sinéad Campbell comments,  "Behind every unpaid energy bill is a household or small business facing impossible choices. With winter comes increased energy costs and debt can quickly spiral from a worry into a crisis, affecting people’s finances, health and sense of security. 

“We welcome the additional protections provided through the Consumer Energy Charters and encourage anyone who is worried about their bills to seek help early. These Charters send an important message that no one should struggle in silence. 

“We urge anyone who is falling behind to seek help immediately; Advice NI’s free, independent Personal and Business Debt Advice Services can help them regain control and find a way forward by helping people understand their options, maximise their income and take practical steps towards managing their finances and debt. 

“Many of our clients have told us their biggest regret was not seeking advice sooner, after struggling with debt for years before reaching out for our help.   

“It is important people know they are not alone. Debt is nothing to be ashamed of and our advisers are here not to judge but to support.”  

The commitments from the Consumer Energy Charters will be in place from 1 November 2026 to 31 March 2027. 

To find out more about Northern Ireland’s Consumer Energy Charters for winter 2026/2027 visit: www.uregni.gov.uk