Help & Support
Customer Support Documents
While every customer is important to Share Energy, we’re enhancing this by establishing a Customer Care register so we can offer, where needed, additional support for older customers, those with disabilities and other vulnerable groups. Just get in touch.
Please contact Northern Ireland Electricity Networks (NIE Networks):
• If you're experiencing a failure of electricity supply,
• to arrange a new electricity supply,
• for alterations to lines and equipment
• for any physical supply matter.
Please remember that this is a separate company to Share Energy. Contact Northern Ireland Electricity Networks:
• Phone – 03457 643 643 (24 hours a day for failure of supply. Other services Monday – Friday 8.30am-5pm)
• Email – customercontact@nie.co.uk
• Website – Check for power outages in your area or report a power cut
At Share Energy, we're committed to providing excellent customer service. However, if you're ever unhappy, we want to hear from you.
Here's what you can expect:
• Open Communication: We encourage you to share your concerns with us. Our friendly customer service team is here to listen and help with your issue.
• Quick Resolution: We take complaints seriously and will aim to investigate the issue promptly.
• Transparency: We'll provide you with a clear explanation of what happened and we'll work with you to find a fair and satisfactory resolution.
• Keeping You Informed: We'll keep you updated on the progress of your complaint and ensure you're informed at every step of the way.
We Value Your Feedback
Your feedback helps us improve our services. By letting us know about your experience, you're helping us ensure that all our customers have a positive experience with Share Energy.
At Share Energy, we’re experienced in supporting customers who are finding it difficult to manage their energy bills. We're always happy to have a chat to find solutions.
Just give us a call on 0808 304 9870. Our team can refer you for additional support if that’s required - and we'll always ensure that you’re on our best possible tariff.
For free, independent advice on any issues you might have paying your bill, you can contact Advice NI on 0800 915 4604 or email advice@adviceni.net.
We can also put you in touch with local charities that provide further support and advice.
Your tariff - or rate - is displayed on your bill or statement. Alternatively, you can log on to our Customer Portal and view it there.
You can view all available tariffs on our tariff page.
Your MPRN can be found on your bill or statement. Alternatively, you can view it by logging into your Customer Portal.
Share Energy works with the following independent support and advice agencies:
• Advice NI
• Consumer Council
• NI Energy Advice Line Service
NI Energy Advice Line Service, managed by the NI Housing Executive, offerd free and comprehensive advice on how to save energy at home.
You can visit their website at: https://www.nihe.gov.uk/Community/NI-Energy-Advice
Consumers can call 0800 111 44 55 during office hours or use the call back service out of hours .
We can offer blind or visually impaired customers a number of options for receiving their bill:
• Braille
• Large Print
• Talking Bill
Just give us a call on on 0808 304 9870. Phone lines open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for training and quality assurance purposes.
Most aspects of your account information can be managed from within your Customer Portal, which you can find here.
However, if you'd like to change bank account information or add another user to your account, you'll need to give us a call on 0808 304 9870 - our customer support team will be happy to help.
Please note that if you're adding another person to your account, they'll need to be with you in person to confirm their details.
Phone lines open Monday to Friday 8am to 7pm and on Saturday from 9am - 1pm. Calls are recorded for training and quality assurance purposes.
During difficult times such as these, the last thing you need is added stress. We'll work to close or transfer the account as simply and swiftly as possible.
Closing or transferring an account
If you’re a relative or solicitor, call us on 0808 304 9870. One of our team will guide you through the process. We'll need you to have the following information at hand:
• Your name, address and contact details
• Name and address of the Share Energy account holder
• Recent meter reading
• The date of the account holder's passing
In general, there is no need to present a death certificate to close an account.
What happens next?
The account will be closed immediately.
Where possible, no further correspondence will be sent to the account holder. However, it's possible in some circumstances that letters and bills may already be in the system for dispatch. Please accept our apologies for any communications received in error after the passing of a loved one.
If the deceased is due credit, we may need to confirm in writing, where and to whom the credit should be sent, depending on the amount due.
To provide our services and manage your account, we need to collect personal data from you and other parties, including other energy suppliers, the network provider and credit reference agencies. We collect this information during the registration process and/or while managing your account.
Personal data is not limited to name, address, contact details, email address, date of birth, property details, bank details, credit and debit information and records of payments. It also includes marketing preferences (normally collected online), property categorisation, telephone recordings, CCTV recordings captured at Share Energy offices, website usage (on www.share-energy.com), IP address, energy usage, identity verification questions and contact notes.
As part of regulatory requirements, we may collect any disabilities or special needs information for the Customer Care register.
More information can be found in our privacy statement.
We have created a series of Codes of Practice that set out the minimum standards to which we'll work for our customers. These have been approved by the Utility Regulator and Consumer Council for Northern Ireland.
You can view all of these documents in our Codes of Practice section.
Energy theft is deliberately interfering with the electricity meter to prevent it from accurately recording the amount of energy used. Some people tamper with the operation, so that the meter doesn’t properly register how much energy is being used - while others bypass the meter completely to prevent all usage from being recorded.
Meter tampering is a serious crime and carries fines up to £30,000. It can also lead to a criminal record and sentences of up to five years in prison.
Aside from the legal risks, tampering with electricity meters can be extremely dangerous, since it involves handling live wires. By disconnecting or damaging wires to interrupt the normal operation of the meter, people are at risk of fire or electrocution.
If you suspect energy theft, please report it using one of the following channels:
UKRPA
• Call the UKRPA on 028 9575 7206 (local rates apply). The UKRPA is a trade association open to companies involved in detecting and dealing with meter tampering and illegal abstraction of electricity and gas (generically known as Revenue Protection – RP) and providers of products and services to those companies.
• Fill in the form on the UKRPA website, https://ukrpa.co.uk/report-energy-fraud/report-energy-theft-in-northern-ireland/
NIE
• Call NIE Networks on 03457 643 643.
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