What is firmus care?

At firmus energy we understand that no two customers are the same and may have different needs based on their circumstances. Our firmuscare scheme offers a range of services to support customers or households who may need extra help from us.

The firmuscare scheme is in place to help customers who may need additional support based on their individual needs and circumstances.

The range of services we provide to help support customers include:
 

Password protection

When someone you do not know comes to your door always ask them to identify themselves. All firmus energy representatives carry a company identity card, with photographic ID and a telephone number. We also offer the added reassurance of a pre-agreed password to be used when any of our staff visit your home.

Quick Check 101

The Quick Check 101 scheme is to offer reassurance to customers that the caller at their door, seeking to gain access to their property, is an employee of the company they claim to be representing. Any customer who is concerned about the validity of the caller to their door can call the PSNI on 101.

Make your appliances easier to use

firmus energy may be able to provide special controls and adapters for your gas appliances to make it easier for households with occupants who are of pensionable age, disabled, terminally or chronically ill and may be experiencing difficulties.

Meter reading

If you find it difficult to read your own meter, contact us and we can talk you through it or arrange to read it for you and notify you of the meter reading.

Alternative Format Communications

If you are visually impaired or find it difficult to read your bill or other communications from us, we can produce these in Braille, large print or audio format. This will include as a minimum, our Terms and Conditions, Billing information, Codes of Practice and Complaints Procedure. When registering for our firmuscare scheme you can pick the communication format best suited to your needs or contact us at any time to update this.

Bill nominee scheme

firmus energy can arrange for a copy of your bills to be posted to a friend, relative, or carer's address so they can help you read and check your bill. Please ensure you agree this with the nominee before providing their details to us.

Support and advice available for customers

We understand at times some people may find themselves in unexpected financial difficulty. If you are concerned about paying for your natural gas bill, we will do our best to help. We will work with you to come to a suitable arrangement which may include a repayment plan.
We can also, with your permission, pass your details to external organisations who offer free and impartial advice and support.

A little extra help

Our Customer Service Team can advise you on the most efficient use of your gas heating system and/or gas appliances. If you would like some energy efficiency advice, please call us on 0330 024 9000.

Moving your gas meter

For households with occupants who are either of pensionable age, disabled, terminally ill or chronically ill, if you find it difficult to read your meter, we will endeavour to move it to a more suitable position free of charge, providing that it meets all safety standards and recommendations. Confirmation of eligibility for this service will apply.

Turning on and off your gas

For your own safety, make sure you know how to turn off the gas supply at the meter. If your meter is in a box outside, keep the meter box key to hand. If you don’t have a meter box key, contact our customer service team and they will send you one free in
the post.

Turn the emergency control valve to the ‘off’ position. It is off when the lever is at a right angle to the pipe.
 

Best Possible service

We take all your specific requirements into consideration and offer you the best possible service to suit your specific needs. These services are offered voluntarily, free of charge and are completely confidential. Please contact our customer care team for more information or with any questions you may have. We’re happy to help.

Free Gas Safety Inspection

firmus energy offers homeowners a free annual gas safety inspection on your natural gas heating installation and appliances if you live alone, with a minor, or if all occupants of the household are eligible for the firmuscare scheme.
If you are unsure of your eligibility to receive a free gas safety inspection, please call us on 0330 024 9000 and we can talk you through this.
For more information on your free gas safety inspection please click here
 

firmuscare scheme

To apply for the firmuscare scheme please click on the link below. Once we have received and approved your application, we will write to you to welcome you to the scheme.
Apply for firmuscare scheme