Digital channels
- Email: [email protected]
- Contact form: Online enquiry form
- Account: My Account portal
Customer service
Contact Firmus Energy
Every way to reach Firmus Energy customer service in the UK — general enquiries, prepayment, gas emergency, HomeCare, complaints, Welsh service, Relay UK textphone and the Energy Ombudsman complaint route.
Open Mon-Thu 9 a.m. to 5 p.m., Fri 9 a.m. to 3.30 p.m. · an 03 number, so it costs the same as an 01 or 02 call and comes out of your inclusive minutes
At a glance
The Firmus Energy numbers that matter most
If you smell gas or suspect a leak, leave the property and call the Northern Ireland Gas Emergency line on 0800 002 001. This is the dedicated NI emergency number, do not call the GB line (0800 111 999). Calls are free, 24/7, and covered by every NI gas supplier including Firmus. Do not switch on lights, light a match or use electrical appliances until an engineer has made the supply safe.
Every line you might need
Firmus Energy phone directory
Different queries route to different teams. Use the directory below to dial the right line first time and skip the in-line transfer.
| Department | Number |
|---|---|
| Credit (direct-debit) account | 0330 024 9000 |
| Prepayment / firmuscare top-up (free) | 0800 032 4567 |
| Gas emergency for Northern Ireland (free, 24/7) | 0800 002 001 |
| Minicom / textphone for gas emergencies | 0800 7314 710 |
| Dial Before You Dig (contractors) | 0330 2367 091 |
| Complaints & customer care | 0330 024 9000 |
| Business gas customer service | 0330 024 9000 |
| Press enquiries (24/7) | 07591 626 371 |
| Quick Check Scheme (verify a Firmus caller, free) | 101 |
Power cut right now?
Lost power? Report it and check the live map
A power cut is fixed by your local network operator, not your supplier. Call 105 free, 24/7 (Northern Ireland: 03457 643 643), then report it so neighbours can see it on the live UK map.
In writing
Email, contact form & postal address
Postal addresses
Head office
5 Trench Road, Mallusk, Newtownabbey, County Antrim, BT36 4TYWritten complaints
Customer Care Team firmus energy (Supply) Ltd 5 Trench Road, Mallusk Newtownabbey, BT36 4TYComplaint not resolved?
Escalate free to the Energy Ombudsman
Firmus Energy is regulated by the Utility Regulator (UR) for Northern Ireland, not Ofgem. If Firmus does not resolve your complaint within eight weeks (or issues a deadlock letter sooner), you can refer it to the Consumer Council for Northern Ireland (CCNI), which acts as the statutory consumer advocate for NI utilities.
Social channels
Reach Firmus Energy on social media
Social channels are useful for service updates, simple questions and outage alerts. For anything involving sensitive personal data (bills, payments, debt), use the phone line or the secure online account.
Common questions
Contacting Firmus Energy — frequently asked questions
You can reach Firmus Energy customer service on 0330 024 9000, Mon-Thu 9 a.m. to 5 p.m., Fri 9 a.m. to 3.30 p.m.. For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
The Firmus Energy customer-service line is open Mon-Thu 9 a.m. to 5 p.m., Fri 9 a.m. to 3.30 p.m.. Outside those hours the online account, the mobile app and the contact form all stay open, and a message sent overnight is usually picked up when the lines reopen. Two numbers never close: the National Gas Emergency line on 0800 111 999 and 105 for a power cut, both free and staffed 24/7 whoever supplies you.
Call 0330 024 9000 (Mon-Thu 9 a.m. to 5 p.m., Fri 9 a.m. to 3.30 p.m.) and follow the voice menu — choosing the option for an existing-customer billing query, or saying "speak to an agent", usually reaches a human fastest. Lines are quietest early morning and mid-afternoon midweek. Have your account number and supply postcode ready so the adviser can pass security quickly.
It depends on the prefix. 0800 and 0808 numbers are free from UK landlines and mobiles. 03 numbers (such as 0330, 0333 or 0345) cost the same as a standard 01 or 02 call and are included in any inclusive minutes on your mobile or landline tariff, so they are effectively free for most callers. The National Gas Emergency line (0800 111 999) and the 105 power-cut line are always free, 24/7.
For life-threatening emergencies always call 999. For a gas leak, suspected carbon-monoxide release or damaged gas pipe, call the National Gas Emergency line on 0800 111 999 — free, 24/7, and covers every gas supplier in Great Britain (not just Firmus Energy). For a power cut, dial 105 to reach your local electricity network operator.
Yes — email Firmus Energy at [email protected]. Include your account number, supply postcode and a clear description of the issue so the team can route the message quickly.
First, raise the issue directly with Firmus Energy — by phone, email, contact form or online account. Keep written records of every notice and reply. If the complaint is not resolved within 8 weeks, or you receive a deadlock letter sooner, you can escalate it free of charge to the Energy Ombudsman, the independent ADR scheme approved by Ofgem. The Ombudsman's decision is binding on Firmus Energy.
Firmus Energy does not currently advertise a public live-chat option for residential customers. Use the online account, mobile app or contact form for written enquiries, or the phone line for anything urgent.