The £600 non-repayable payment, which is the combined Energy Bill Support Scheme (EBSS) and the Alternative Fuel Payment (AFP) in Northern Ireland is funded by the Government to help people with their energy bills over the winter period.
We can confirm that approximately 95% of Electric Ireland customers have either received their bank transfer or redeemed their voucher payment.
We are aware that some customers have not yet received their payment and we are working to resolve this to ensure they receive their payment as soon as possible. The main reasons Customers’ have still to receive their payment are:
- Unredeemed Vouchers - approximately 2-3% customers have received their vouchers but have not yet redeemed them. We ask that customers redeem their vouchers at the Post Office prior to the voucher expiry date at the end of March and will be writing to these customers in the coming days to remind them to do so.
- Cancelled Vouchers - approximately 1-2% of customer vouchers that were issued had to be cancelled. Cancellations occurred mainly due to address issues which prevented delivery of the voucher by the Post Office. We know which customers’ vouchers have been cancelled and are working to re-issue them. We would ask customers to be patient while we work to resolve the more complex cases which may take a number of weeks to complete.
We request that any customer wishing to get in contact regarding their payment or a voucher query, email us at email@example.com
To support processing customer queries when they email, they should confirm their: full name; full address (including apartment number/ house number); postcode; telephone number; and MPRN or KPN number (found on their Keypad Top-up card), along with their query.
The Electric Ireland team are working hard to ensure delivery of the remaining payments/vouchers as soon as possible. Due to the high call volumes we are currently experiencing, we ask that customers refrain from calling in order to free up lines to enable vulnerable customers to reach us by phone.
We would like to thank all our customers for their patience as we complete the delivery of the Government’s support scheme.