Digital channels
- Email: [email protected]
- Contact form: Online enquiry form
- Account: My Account portal
Customer service
Contact Power NI
Every way to reach Power NI customer service in the UK — general enquiries, prepayment, gas emergency, HomeCare, complaints, Welsh service, Relay UK textphone and the Energy Ombudsman complaint route.
At a glance
The Power NI numbers that matter most
Power NI is electricity-only. For a power cut, downed line or supply emergency, call NIE Networks on 03457 643 643, 24/7 — they own and operate the NI electricity grid. Power NI cannot dispatch engineers. For a gas leak in Northern Ireland, call the dedicated NI gas emergency line on 0800 002 001 (not the GB 0800 111 999 line).
Every line you might need
Power NI 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 |
|---|---|
| Domestic credit customer service (free) | 08000 285 455 |
| Keypad top-up (automated) | 03457 455 455 |
| Power cut / supply fault (NIE Networks, free) | 03457 643 643 |
| NIE Networks SMS outage alerts | Text JOIN to 81025 |
| Business / SME electricity (free) | 08000 833 833 |
| Customer Relations (complaints) | 08000 285 455 |
| SignVideo BSL / ISL video interpreters | Via SignVideo app |
In writing
Email, contact form & postal address
Postal addresses
Head office
Power NI PO Box 2067 Belfast BT1 9PPWritten complaints
Customer Relations Power NI PO Box 2067 Belfast, BT1 9PPComplaint not resolved?
Escalate free to the Energy Ombudsman
Power NI is regulated by the Utility Regulator (UR) for Northern Ireland — not Ofgem. If Power NI does not resolve your complaint within eight weeks (or issues a deadlock letter sooner), you can refer it free of charge to the Consumer Council for Northern Ireland (CCNI), which acts as the statutory consumer advocate for NI utilities.
Social channels
Reach Power NI 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 Power NI — frequently asked questions
You can reach Power NI customer service on 08000 285 455, Mon-Fri 9 a.m. to 5 p.m. (free to call). For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
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 Power NI). For a power cut, dial 105 to reach your local electricity network operator.
Yes — email Power NI 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 Power NI — 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 Power NI.
Power NI 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.