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 as a customer you may sometimes need a bit of
extra help or support to engage with us in a way that works best for you.
This might be due to a health condition or disability such as mobility issues or mental health needs. It could also be because of communication barriers or financial problems. Whether that’s just for a short time or on a longer-term basis, we’re here to support you.
You can view and download the Evolve vulnerability leaflet here.
You can view and download the Evolve vulnerability leaflet here.
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
Our team members carry company photographic identification at all times when visiting your home. If you would like to check their identification, they will be happy to show it to you.
Extra support flag
With your permission we can note on your account if you need extra support, which makes sure we are 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
Your gas supplier has an Energy Care Register which provides a range of additional services. You can register for the scheme if you are of pensionable age, disabled, terminally ill or chronically sick. Contact SSE Airtricity on 0800 032 4322 to register.
Energy saving advice and grants
We can help you find out about the grants and schemes that are available to connect customers to the gas network. We can also signpost you to organisations that can provide you with practical advice on reducing your energy bills.
Signposting to additional services
Sometimes other companies and organisations will 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
info@evolvenetwork.co.uk
We also have an online chat option.
We also have an online chat option.
Telephone
Post
Evolve,
Blackwater House,
14 Silverwood Industrial Estate, Lurgan,
BT66 6LN
Blackwater House,
14 Silverwood Industrial Estate, Lurgan,
BT66 6LN
Consumer advice organisations
The following organisations are available to provide you with free help and support in certain circumstances.
Advice NI
Provides advice on a range of topics including benefits, money and debt through their network of independent advice centres.
adviceni.net
adviceni.net
0800 915 4604
advice@adviceni.net
Consumer Council for Northern Ireland
Provide advice and information on energy, water, post and transport. As the statutory consumer body, they can help to investigate and resolve complaints on your behalf.
consumercouncil.org.uk
consumercouncil.org.uk
0800 121 6022
info@consumercouncil.org.uk
Housing Executive
Offers impartial energy advice to all householders, including energy
information@nihe.gov.uk
Helplines NI
Provides contact details for helplines that provide information and advice on issues, including debt, mental health, parenting, unemployment, bereavement, substance abuse, and housing.
helplinesni.com
helplinesni.com
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Make the call
Provides confidential assessments about benefits, supports and services you may be entitled to.
0800 232 1271
SSE Airtricity
Your gas supplier can provide you with advice on payment options, managing your gas bills and energy efficiency.
0345 900 5253
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 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 also contact the Utility Regulator on 028 9031 1575 or email info@uregni.gov.uk.