faq's

switching

Do you need to carry out any work in my business before I switch supplier?
No, we use the same meter and pipework so there will be no disruption to your natural gas supply and no need to carry out any work on your premises.

Are there any costs involved in changing supplier?
No, there is no cost to change supplier. You will receive a final bill from your old supplier for any gas used up to your switching date. firmus energy will bill you for any gas consumed after this date.

What do I need to do to switch gas supplier?
Call us on 08456 08 00 88 to talk to one of our advisors or click here to register your interest and a Sales Representative will contact you to talk you through the process and help you to complete the relevant paperwork. You will need a copy of your most recent bill from your current gas supplier, your SMP no. and your bank account details ready to hand.

What is my SMP and where do I find it?
SMP stands for Supply Meter Point number. This is a unique number which relates to the natural gas supply going into your property. Your SMP number is an eight digit number which can be found on any bill you have from your previous / current natural gas supplier.

How long does it take to change supplier?
It will take approximately 4 – 6 weeks to switch to firmus energy, but this is dependent on the notice period that you are required to give your current supplier. We will keep you fully informed throughout the switching process.

I do not have natural gas in my business at present, but would like to get connected, what do I need to do?
Please call 08456 08 00 88 or register your interest here and we will give you step by step instructions on how to get connected to firmus energy. We will also arrange for a firmus energy Sales Representative to call with you at a suitable time to finalise the paperwork. If you are already talking to Phoenix about connecting to natural gas, specify that you would like to have firmus energy as your natural gas supplier and then give us a call to save 7.5% guaranteed*!

Meter Reading

Who reads the meter?
By signing up to online account management, you will be required to read your own gas meter and submit the meter reading to firmus energy. This means that your bills will always be accurate, you’ll only pay for the gas you’ve used, and we can continue to pass on the savings to you going forward.

Billing

How often will I be billed?
We will bill you monthly.

How do I get a copy of my bill?
You can log on to your online account where you can view and/or print your bills.

My bill is incorrect what should I do?
You should call our experienced customer billing team on 08456 05 00 88 who will rectify any errors or issues.

What payment methods are available?
Payment by variable direct debit is mandatory. This means that the total bill amount will be collected by direct debit 14 days from the date of the invoice.

Online Account Management

What can I do on my online account?
You can view invoices from the last 12 months and submit meter readings.

I have forgotten my username/password, what should I do?
To reset your password, enter your username and click ‘forgot your password’. You will receive a new password by email within 24 hours. If you haven’t received this within 24 hours please give us a call as it may be caught in up your spam.

How do I change my email address?
Again, when you’re logged into your Online Account you can change the email of the person receiving the billing information, or you can call our Billing team on 08456 05 00 88.

General

Who do I call regarding my bill or account?
Call firmus energy’s customer billing team on 08456 05 00 88 or email us at billing@firmusenergy.co.uk

Who do I call if there is an issue with my natural gas supply?
In the event of damage to a gas main or if you smell gas, call the 24 hour emergency number 0800 002 001 - this is the same for all Gas companies. For non-emergencies, such as problems with a meter position contactour customer care team on 08456 08 00 88 and they will advice you on the next steps.

I am a firmus energy gas customer but my business is moving out of the premises. What do I need to do?
Please call our customer billing team on 08456 05 00 88 and tell us when you are moving. We will require a meter reading for your old premises on the date you move out. If you are moving to a new premise that is connected to natural gas let us know and we can arrange for firmus energy to be your gas supplier at your new premises. Please allow at least ten days if you require a change of address.

Why should I choose firmus energy over other competitors?
We are the only competitor offering a choice to commercial customers big and small across Greater Belfast. With our mix of great customer service, guaranteed savings over Phoenix and online account management we know your business will enjoy the benefits of switching.

What’s firmus’ approach to the environment?
firmus is committed to protecting the environment and through our parent is investing heavily in renewable energy sources.