Energy Charters 2025/2026: Utility Regulator confirms new support for homes and businesses

Pictured at the launch of Northern Ireland’s Consumer Energy Charters for Winter 2025/2026 are gas and electricity supplier representatives with Karen Smyth, Director of Infrastructure and Sustainability at the Consumer Council for Northern Ireland, Angus Kerr, Director of Climate Change at the Department for Communities, William Deane, Head of Consumer Protection and Community Energy at the Department for the Economy, Shane Logan, Chief Executive at Bryson and Sinéad Campbell, Head of Money Debt and Quality at Advice NI. Front row (l to r) are Sinéad Dynan, Head of Consumer and Business Protection at the Utility Regulator and Barbara Cantley, Director of Consumer Protection and Enforcement at the Utility Regulator.

Northern Ireland’s Utility Regulator has announced the launch of the Consumer Energy Charters for Winter 2025/2026, introducing enhanced measures to support both households and small businesses during the colder months.

This marks the fourth year of the Domestic Consumer Energy Charter and the second year of the Small Business Energy Charter.

The Charters outline a series of voluntary commitments agreed by participating electricity and gas suppliers, aimed at protecting customers facing rising energy costs and financial pressures.

This year’s Small Business Energy Charter has been expanded with two new commitments: suppliers will ensure key staff receive dedicated training to support the specific needs of small business customers, and they will introduce a dedicated Frequently Asked Questions section online to address common business-related queries.

The Utility Regulator developed the Charters in partnership with gas and electricity suppliers and the Consumer Council for Northern Ireland. The initiative is also supported by the Department for Communities, the Department for the Economy, Advice NI and Make the Call.

Strengthened protections for households

Suppliers signed up to the Domestic Consumer Energy Charter have committed to a range of support measures, including contributing to hardship funds and providing additional protections for customers in debt.

They have pledged to engage empathetically with consumers struggling to pay their bills, offer guidance on repayment options, and ensure trained staff are available to help those in difficulty.

Tailored support for small businesses

Suppliers participating in the Small Business Energy Charter have agreed to enhanced engagement with businesses in payment arrears and to consider reasonable repayment plan arrangements.

The two new commitments for Winter 2025/2026 will also further strengthen the support available to small firms across the region.

‘Support is available’ – Utility Regulator

Commenting on the launch, Sinéad Dynan, Head of Consumer and Business Protection at the Utility Regulator, said:

“We are pleased to launch Northern Ireland’s Consumer Energy Charters for Winter 2025/2026, in partnership with the Consumer Council for Northern Ireland and gas and electricity supply companies.

“We are grateful for the support for the Charters from the Department for Communities, the Department for the Economy, Advice NI and Make the Call.

“The Utility Regulator’s core mission is to protect the interests of electricity, gas and water consumers across Northern Ireland, and the annual Consumer Energy Charters are an important part of our work to ensure both domestic and business consumers receive the support they need.

“We strongly encourage any consumer concerned about paying their energy bills to contact their electricity or gas supplier as early as possible. Suppliers are committed to treating customers with empathy and respect and will work with them to explore their options. Their trained staff are ready and willing to help.

“Whether you’re worried about an upcoming bill or are already facing energy debt, please don’t hesitate to reach out, support is available.”

Consumer Council: ‘Many of us are struggling’

Karen Smyth, Director of Infrastructure and Sustainability at the Consumer Council for Northern Ireland, said:

“As consumers, we are paying high prices for energy, and as a result many of us are struggling to heat our homes adequately and keep the lights on. The Consumer Council welcomes the continued voluntary agreement of local suppliers to put in place extra support this winter for both domestic and non-domestic customers.

“We will support suppliers to ensure these tangible, beneficial, and measurable commitments to their customers are delivered and will continue to work closely with the Utility Regulator to enhance consumer protection.

“We strongly encourage any consumers experiencing difficulty paying their bill to contact their supplier as soon as they can to talk through their options.”

Advice NI urges early action

Sinéad Campbell, Head of Money Debt and Quality at Advice NI, commented:

“We welcome the Utility Regulator’s new Winter Energy Charter for both domestic and business customers. The Charter’s focus on clear communication and practical support is especially important as we enter the colder months, when costs rise and the most vulnerable feel the pressure first.

“If you’re worried about falling behind on energy bills or are already in utility debt, please reach out early—free debt advice is available. It’s also important to get a free benefits entitlement check to make sure you’re receiving all the support you are entitled to and to speak to us for free, confidential, independent advice.”

The 2025/2026 Consumer Energy Charter commitments will apply from 1 November 2025 to 31 March 2026.

More information is available at the Utility Regulator’s website.