Northern Ireland electricity and gas
By Sarah Ingrams
Article 6 of 7
Firmus Energy is a gas supplier in Northern Ireland that began supplying domestic customers in 2006. Find out if you should get your gas from Firmus Energy.
At the moment, gas customers in the Ten Towns area can only be supplied by Firmus Energy. In the Greater Belfast area, customers have a choice between Firmus Energy and SSE Airtricity for their gas supply.
Firmus Energy claims its gas is safe, cheaper, practical and environmentally friendly. It also owns and builds its own infrastructure.
Firmus Energy customer score
Firmus Energy ranks mid-table in the annual Which? survey of Northern Ireland electricity and gas suppliers. The survey is the biggest of its kind.
Firms Energy customer
‘We switched from a previous supplier to Firmus because Firmus gave us a better deal.’
|Firmus Energy survey results|
|Area of performance||Star rating|
|Customer service and complaints handling|
|Value for money|
|Bills (accuracy and clarity)|
|Helping you to save energy|
Survey: Online, October 2016. Responses from 42 Firmus Energy customers.
Find out how Firmus Energy compares with other energy firms, including SSE Airtricity – see the full results of the Northern Ireland electricity and gas firms.
Which? verdict on Firmus Energy
Firmus Energy’s star ratings on value for money and helping customers save energy equal those of the highest-scoring firms in Northern Ireland.
One customer told us: ‘I had solid-fuel heating in my home prior to getting gas – now paying less than a third [of the previous cost].’ But another said: ‘It is far too slow to lower prices when its costs reduce.’
On customer service, views were also mixed. One customer said: ‘Firmus Energy staff are friendly and have dealt with any queries immediately.’ But another complained that there is 'a slow turn around at replying to emails’.
Others pointed out that Firmus Energy is the only option for gas in their area, so they cannot compare prices. If you live in the Greater Belfast area, find out what our survey revealed about SSE Airtricity.
In our snapshot investigation in October 2017 into call waiting times, Firmus Energy took 3m09s on average to answer our calls to its customer services. The fastest firm picked up in just 29 seconds on average.
But Firmus Energy answered its sales calls 2m05s faster than its customer services calls; the biggest difference in waiting time of Northern Ireland energy firms. See the full results of our snapshot Northern Ireland call waiting investigation.
Pros: Customers consider it good value for money.
Cons: It supplies gas only, so you’ll need another supplier for electricity.
Firmus Energy in the news
Firmus Energy announced a 12.2% increase in its gas prices, from March 31 for customers in the Ten Towns area and April 7 in Greater Belfast. The increase will add around £66 to customers’ annual gas bills.
April: Firmus Energy cut its gas prices by 7.7%, following another 5% cut in October 2015.