The Customer Care Register gives you extra support with managing your electricity account, in a way that works for you.

You can receive your bills in a format that suits you if you have difficulties with hearing, speech or sight.
You can also add a trusted person to your account to help manage things. There are different levels of access - for example, we can send them your bills or speak to them about your account. You’ll still stay in control of personal details and payment changes unless you choose otherwise.

If you need more help, you can delegate full financial responsibility to a trusted person. This allows them to manage payments on your behalf. Some actions, like changing personal details or Direct Debit payments, can only be done when full financial responsibility is delegated.

We also work closely with NIE Networks, who look after the electricity meter in your home, to offer additional support.

Their doorstep services can give you extra reassurance. You can set a password for meter readers to use when they call, so you know they’re genuine. If you have a hearing impairment, meter readers can knock loudly and speak clearly. If mobility is an issue, they can allow extra time for you to answer the door.

If you rely on life-supporting equipment or essential medication, NIE Networks can prioritise updates during power cuts, helping you stay informed when it matters most.

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

If you aren't a Share Energy customer yet, you can register for the Customer Care Register during your sign-up with Share Energy. You can self refer using the Share Energy website or over the phone with a member of our Customer Service Team.

If you're already a Share Energy customer, please contact us by email at hello@share-energy.com or by freephone on 0808 304 9870. Our team is available to discuss how Share Energy can best support you.

If your circumstances have changed, please contact us to have your account updated and we can remove you from the Customer Care Register.

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, or send us an email at hello@share-energy.com. Our team can discuss a payment plan or 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.

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Share Energy works with the following independent support and advice agencies:

• Advice NI

• Bryson

• Consumer Council

• NI Energy Advice Line Service 

NI Energy Advice Line Service, managed by the NI Housing Executive, offer 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.

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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.

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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.

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Like all Northern Ireland energy suppliers, Share Energy is a member of the Quick Check 101 scheme. This scheme is in place to help stop bogus callers to your home. 

You can call 101, the police non-emergency number, to check the identity of any callers to your home. The police will contact the company directly to check that the person at the door is genuine. 

Do not let anyone into your property until you confident about their identity. 

For more information please visit the PSNI website: https://www.psni.police.uk/bogus-callers