Supporting our customers
As a gas network operator, Evolve provides an essential service to our customers. We connect households to the gas network and ensure that they have a reliable gas supply, keeping our customers safe and warm all year round.
We understand that our customers can sometimes need a bit of extra help or support to allow them to engage with us in a way that is suitable to them. This could be something they need support with temporarily or even on a long-term basis.
Some reasons that could mean our customers need a little extra time, help or support may include a health condition or disability e.g. mobility issues or mental health. It could also be because there are communication barriers, or they are experiencing financial problems.
If you think there is something we can do for you to improve your experience with us, then please do let us know.
How can we help you?
We are committed to helping our customers if they need extra help or support. We understand that our customers can find themselves in vulnerable circumstances at any time, and that we need to be able to adapt to our customers’ different needs to make sure they are treated fairly.
Training
We train our teams to recognise when a customer may need some extra support. We recognise that every customer has different needs, and our team members can take the time needed to support you whenever dealing with us.
Identification
All our team members will carry identification when visiting your home. If you are concerned about the identity of someone at your door, you can use Quick Check by calling 101.
Extra support flag
With your permission we can note on your account if you need extra support, making sure we aware of this any time we contact you or visit your home.
Specialist team
We have trained specialists that can help our team members dealing with customers who need some extra support, especially if the circumstances are more complex.
Energy Care Scheme
As a gas network operator, we work closely with domestic gas suppliers to make sure customers get the support they need. This includes promoting SSE Airtricity’s Energy Care Scheme which provides a range of free services and support for customers who are of pensionable age, disabled or chronically sick.
Energy saving advice and grants
We will always try to help you find out if you qualify for any grants or schemes to that can connect you to the gas network. We can also signpost you to organisations that can provide you with practical advice.
Signposting to additional services
Sometimes other companies and organisations may be better placed to support you. At Evolve, we will always try to signpost you to the best organisation for you and your circumstances.
Easy to get in touch
You can contact us through a range of different ways, including:
Online
Consumers can contact our customer services team by visiting our website and completing an online form or by emailing us at the following address:
We also have an online chat option.
Telephone
To talk with a member of the Evolve team, please call the following number:
Lines are open from:
Mon-Fri: 8am to 8pm
Sat: 8am to 4pm
Post
To contact Evolve in writing, please use the following address:
- Evolve,
- Blackwater House,
- 14 Silverwood Industrial Estate, Lurgan,
- BT66 6LN
Consumer advice
Useful contacts
Advice NI
Advice NI provides free independent advice, through a network of independent advice centres. This includes advice on benefits, money & debt, and the cost of living.
You can find your local advice centre on https://www.adviceni.net/.
You can also contact Advice NI on freephone 0800 915 4604 or by sending an email to advice@adviceni.net.
Consumer Council for Northern Ireland
The Consumer Council are the statutory consumer body for Northern Ireland. They provide advice and information, investigate and resolve complaints, and advocate on your behalf.
You can find out more on the Consumer Council website.
You can also call the Consumer Council on freephone 0800 121 6022 or email info@consumercouncil.org.uk.
NI Energy Advice
NI Energy Advice offers free and impartial energy advice to all domestic householders in Northern Ireland - including advice about energy grants and other sources of help.
You can get more information on NI Energy Advice’s website.
You can also contact NI Energy Advice on freephone 0800 111 4455 or by sending an email to nienergyadvice@nihe.gov.uk.
Helplines NI
Helplines NI is a membership–led organisation consisting of over 30 different helplines operating across Northern Ireland.
You can find the contact details for a range of organisations providing information, advice and support on the Helplines NI website.
Safety
Please note the below numbers for public safety.
Gas Safe Register
All gas businesses and their engineers must be on the Gas Safe Register to carry out gas work legally.
You can find the official list of gas engineers on the Gas Safe Register website.
You can also contact Gas Safe on freephone 0800 408 5500 or email enquiries@gassaferegister.co.uk.
Quick Check
Quick Check allows consumers to check and verify the identity of someone who calls to your home in relation to your gas, electricity or water supplies.
Call 101 and you will be given an option for Quick Check. A trained police call handler will be able to determine if the caller to your home is genuine.
For more information see the Quick Check website.
Regulatory organisation
Evolve operates under a regulatory framework.
Utility Regulator
The Utility Regulator is responsible for regulating the electricity, gas, water and sewerage industries in Northern Ireland, promoting the short- and long-term interests of consumers.
You can find out more on the Utility Regulator website.
You can also contact the Utility Regulator on 028 9031 1575 or email info@uregni.gov.uk.