The Utility Regulator has published its latest Domestic Consumer Insight Tracker Survey, providing insights into consumer experiences in the Northern Ireland household electricity and gas markets across a range of themes.
The annual survey, conducted by Perceptive Insight on behalf of the Utility Regulator and now in its sixth year, gathered responses from 1,500 domestic consumers between September and November 2025.
Findings show that overall satisfaction and trust in both electricity and gas suppliers have reached their highest levels since this information was first collected.
A total of 87 per cent of electricity consumers and 86 per cent of gas consumers reported being satisfied or very satisfied with their supplier. This compares to 80 per cent and 75 per cent respectively the previous year.
Of those who had contacted their supplier, feedback was largely positive:
- 86 per cent of respondents felt that they were listened to and understood.
- 83 per cent felt that their supplier was supportive.
- 84 per cent felt they had been treated fairly.
Respondents also reported higher levels of having read and understood written correspondence from their supplier this year.
However, the results also highlighted ongoing challenges, with less than half of the respondents (47 per cent) being aware that energy companies offer additional services to support consumers in vulnerable circumstances.
While the percentage of respondents who have signed up for support services from NIE Networks and/or their supplier has increased in the past year, the overall total number of sign-ups remains low.
Mabel Stevenson, Consumer Protection Manager (Domestic and Vulnerable Consumers Lead), at the Utility Regulator says, “These annual surveys play a crucial role in informing regulatory decision making and highlighting key areas of focus for our consumer protection work. Protecting the interests of energy and water consumers across Northern Ireland is central to the work of the Utility Regulator.
“Our survey shows that people largely have a positive experience when they contact their supplier. They feel listened to, treated fairly and supported. However, there is a low uptake of the support services available.
“We would encourage anyone who is struggling or may benefit from additional support to get in touch with their energy supplier and to explore the options available. Suppliers also operate customer care registers and can provide free additional services for people who need extra support.
“You can also contact NIE Networks, which has a Customer Care Register for those who rely on electricity for medical equipment in the home. This can assist these customers during power outages. In addition, you can contact NI Water, which provides support during unplanned water interruptions.
“Free and independent advice is also available from organisations including Advice NI, Christians Against Poverty, the Consumer Council and Money and Pensions Service’s MoneyHelper.”
Full results from the sixth Domestic Consumer Insight Tracker Survey are available on the Utility Regulator’s website: www.uregni.gov.uk
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