Electric Ireland wants to help our 1.1 million customers as much as possible given the unprecedented impact of COVID-19. We are working hard to ensure that energy is one less worry at this time.
In a message to our customers, Marguerite Sayers, Executive Director, Electric Ireland says:
"In light of the current COVID-19 situation we want to reassure you that we will continue to provide our customers in 1.1 million homes and businesses around the country the services they need and will try to preserve ‘business-as-usual’ as much as we can. That said, we know that many of our customers may experience financial difficulties and uncertainty in the coming weeks. We have put a number of initiatives in place to help customers and will provide as much care and understanding as we can in the coming weeks and months. We would ask our customers who are less affected and who can pay to please do so to allow us to be as flexible as possible with those who cannot."
How we are helping our customers
Price reduction for homes
We recently announced that we are reducing our prices. From 1st April, electricity rates will be reduced by 2.5% and gas by 11.5%, for every customer across the country.
Customers in difficulty
We have suspended supply disconnections. We will continue to closely monitor the situation as it unfolds.
We know that many of our customers may experience financial difficulties and uncertainty at this time. If you, or someone you know, is concerned about paying a bill, we ask that you contact us at an early stage and we will work together to reach a solution.
Pay As You Go Customers
Easter 2020: please note that April 10th (Good Friday) and April 13th (Easter Monday Bank Holiday) are not credit friendly hours for PAYG meters. Please ensure that your meter is sufficiently topped up.
We are offering medically-vulnerable customers, who are on a Pay As You Go plan, the option to change to a credit system, to help ensure their energy supply remains unaffected.
The Commission for Regulation of Utilities has announced a temporary increase to the PAYG gas emergency credit for all PAYG customers. Emergency credit will increase from €10 to €100, allowing customers to maintain gas supply for a period of time, even if they cannot continue to purchase credit as regularly as usual.
For PAYG electricity customers, there are many ways to purchase credit and they are largely unaffected by the current crisis. However, if you are having difficulties, please contact us and we will do our best to provide you with practical support.
Gas Boiler Repairs
Electric Ireland is continuing to provide emergency services for Gas Boiler repairs. If your Gas Boiler is out of order in any way and you have no heat please contact 1850 372 333 and we will be happy to organise a call out from our Gas Boiler service team.
Given the importance of social distancing, we have suspended face-to-face sales activity. In addition, our technicians will only come to your house for necessary maintenance, to repair a fault or to ensure your supply of energy continues.
Meter readings are not being taken where a reader has to enter a home. We will estimate customers’ usage in the interim, but any customer who wishes to do so can let us know their actual meter reading over the phone or online.
Right now, we are working in accordance with HSE and best practice advice to maximise the safety of our employees, our agents and our customers. As a result, most of our staff are now working remotely, and the systems and processes we have in place to ensure business continuity are helping them adjust to this “new normal” working environment.
We continue to provide all normal services at present. However, if Covid-19 causes us to have to work at a reduced capacity, or if we anticipate a delay in service, we will let you know directly, and we’d like to thank you in advance for your understanding.
As you know, the coronavirus situation is still evolving rapidly, so at Electric Ireland we will continue to review the best course of action on a daily basis, with customer care and support at the heart of our decisions. We are working hard to minimise disruption at this difficult time and thank you very much for your co-operation and patience.