NI consumers satisfied with natural gas

Price and convenience make natural gas a winner with Northern Ireland’s consumers, the latest NI energy survey has revealed.

The latest Gas Watch report by consumers watchdog, the General Consumer Council (GCC) revealed that almost 80% of gas consumers found their costs to be as expected or lower than expected.

Launching his first report as chairman of the GCC, Steve Costello said: “It is encouraging to see that consumers are positive about their experience of natural gas. With Northern Ireland’s traditionally high-energy costs, it is reassuring that almost 80% of consumers surveyed found their gas costs to be as expected or lower than expected. However, there is more work to be done."

One-in-five consumers were unhappy with the process of getting gas into their homes. Installers must improve their workmanship especially when installing central heating systems. Trade bodies and CORGI, the gas safety watchdog, must also play their part in raising standards in the industry.

However, one critical aspect of the gas industry highlighted was that customer service needed improving. Mr Costello added: “Phoenix must also act quickly to ensure that its complaints procedure does not add to customers’ frustration. With more than four in ten customers dissatisfied with the way their complaint was handled, we are pleased that Phoenix has agreed to work with the General Consumer Council to improve their systems.

“We acknowledge the achievements of the gas industry in rolling out natural gas to 50,000 customers. This report will serve as an important benchmark. We look forward to working with Phoenix Natural Gas and the industry as a whole to increase customer satisfaction.”

Other recommendations highlighted by Gas Watch included:

• Installer businesses should inform customers about the need for central heating appliances to be serviced every year and leave a written reminder about this
• as a matter of urgency, Phoenix should identify causes for the number of billing complaints and take immediate action
• Phoenix should move quickly to providing direct debit customers with at least two bills each year
• the Construction Industry Training Board (CITB) and other key training organisations should place extra emphasis on raising technical standards in the industry and introduce customer service training
• the Housing Executive and Housing Associations should provide information for their tenants on which organisations to contact in the event of problems with installation, operation of gas appliances, safety concerns and billing.

The General Consumer Council represents gas customers and will assume responsibility for electricity customers from 1 April 2003. Ofreg will also announce this year which companies will supply gas to towns along the North West Pipeline.

Gas Watch is the first independent report to highlight the views of gas consumers in Northern Ireland.

(MB)