Utility Regulator launches Energy Charters for Winter 2025/26 to support NI homes & small businesses

Pictured at the launch of Northern Ireland’s Consumer Energy Charters for Winter 20252026 are supplier representatives, 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 Community Energy and Consumer Protection at the Department for the Economy, Shane Logan, CEO at Bryson and Sinéad Campbell, Head of Money Debt and Quality at Advice NI with (front row l to r) 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

The Utility Regulator has launched Northern Ireland’s Consumer Energy Charters for Winter 2025/2026, introducing new commitments designed to protect households and small businesses during the colder months.

Now in its fourth year, the Domestic Consumer Energy Charter continues to provide essential protections for households, while the Small Business Energy Charter, entering its second year, has been expanded with two additional voluntary commitments to strengthen consumer support.

The Charters bring together gas and electricity suppliers, who have voluntarily signed up to help customers navigate financial pressures this winter.

The initiative is a collaborative effort led by the Utility Regulator, working alongside the Consumer Council for Northern Ireland, energy suppliers, and with support from the Department for Communities, the Department for the Economy, Advice NI, and Make the Call.

Suppliers participating in the Domestic Consumer Energy Charter have agreed to continue contributing to hardship funds and providing additional protections for customers in debt, while those signed up to the Small Business Energy Charter will enhance engagement with small business customers in arrears and consider flexible repayment plans.

For Winter 2025/2026, suppliers have made two new commitments under the Small Business Energy Charter:

• Ensuring key staff are trained to understand and support the specific needs of small business customers.

• Adding a dedicated Frequently Asked Questions (FAQ) section to supplier websites to address issues commonly faced by small businesses.

“Support is available — reach out early,” says 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 welcomes “tangible and measurable” supplier commitments

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 and benefit checks

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

“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 Consumer Energy Charter commitments will be active from 1 November 2025 until 31 March 2026.

To find out more about Northern Ireland’s Consumer Energy Charters, visit www.uregni.gov.uk.