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Important Notice

Phoenix Natural Gas is NOT a gas supplier to homes and businesses.

We are a network operator and gas transporter responsible for installing and maintaining meters and meter cabinets on behalf of gas suppliers and property owners.

All enquiries concerning your gas bill, prepayment meter card, direct debit or special payment arrangement should be directed to your gas supplier. Your gas supplier contact details can be found on your latest bill or statement.

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Please complete the form below to contact a member of the Customer Services team.

 

 

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In an emergency

If you smell gas phone the 24-hour gas emergency service on 0800 002 001

Natural gas is a very convenient, clean and versatile fuel. But like all fuels it must be handled wisely to ensure its safety and efficiency.

If you think you smell gas:

DO

 

DO NOT

Do turn off the gas supply at the meter Do not turn any electrical switches, including door entry systems, on or off
Do open doors and windows for ventilation Do not use matches or light naked flames
Do extinguish all naked flames Do not smoke
Do check gas appliances to see if the gas has been left on unlit or that a pilot is out Do not leave it to someone else to call the emergency service
Do allow immediate access to our engineer  
   
Phone our 24-hour emergency line on 0800 002 001  

Also, for all reports of 'smell of gas in cellar' customers are advised:

  • Do not enter the cellar
  • Evacuate the entire premises

The call handling team will also try to establish if the building is mulit-occupancy, vulnerable customers and other useful information that can be passed onto the first response engineer.

How to Isolate Your Gas Supply

To turn off your gas supply, you first need to locate the gas isolation valve. In more modern houses, the gas meter and isolation valve are often located outside in a meter box.

For assistance in isolating your gas supply, please refer to the following video clip on our You Tube channel.

How to isolate your gas supply

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Comment / Enquiry

By submitting your request, the personal information you provide (including your email) will only be used by Phoenix Natural Gas to respond to your enquiry or deliver the requested service. You may be contacted by telephone, post or email.

Phone

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If you would prefer to talk with a Phoenix Natural Gas representative, please call the following number:

03454 55 55 55

Lines open from:
Monday to Thursday - 8.30am to 7pm
Friday 8.30am to 4.30pm
Saturday/Sunday/Public Holidays - Closed

*Calls cost from 3p per minute from a BT landline. Calls from other networks may vary.

Please note: All enquiries concerning your gas bill, prepayment meter card, direct debit or special payment arrangement should be directed to your gas supplier. Your gas supplier contact details can be found on your latest bill or statement.

Write

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If you would prefer to contact us in writing, please use the following address:

Phoenix Natural Gas
197 Airport Road West
Belfast, BT3 9ED

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Got a Question? button

Here are some frequently asked questions

Can't find what your looking for?

Get in touch here.

Installing natural gas central heating does eliminate the need for a separate hot water tank, so it is possible to free up some space where the hot press currently exists. However, it is not a requirement of installing natural gas central heating that your hot water tank is removed, so it is entirely your choice.

Homeowners installing a new central heating appliance will be required to make an application to the Builiding Control department of their local council prior to work commencing.

Once you have requested your connection to the natural gas network, it can take up to 15 working days to get a planned connection date. Your natural gas connection is installed over approximately 5 working days, which includes re-instatement on private and public property.  The final stage is the internal installation completed by your installer which (depending on the work involved) can take on average 3 working days.

Currently Phoenix Natural Gas offers a free connection to the natural gas network, worth up to £750.  Work to install your natural gas appliance, e.g. central heating or gas fire is carried out by an independent Gas Safe registered installer.  Details of these installers can be found here.

There would be more energy saving benefits to change everything at once, but we realise that family budgets may prevent this. It is possible to change over in stages, as financial considerations allow.

As with any major home improvement there will be an element of disruption, although both Phoenix Natural Gas and Gas Safe registered installation companies (registered with Phoenix Natural Gas) will aim to keep this to an absolute minimum.

The network operator provides and maintains the natural gas network.  The supplier buys gas which they then sell to consumers via the network operator’s network.  Your supplier is your first point of contact for billing queries and payment card requests.

Phoenix Natural Gas is the gas transporter and network operator.  We do not supply natural gas.  Details of gas suppliers in the greater Belfast area can be found here.

No. All installers who are eligible to carry out natural gas work have been registered with Gas Safe Register, which is the national watchdog for gas safety in the UK. Many of these installers will also be registered with Phoenix Natural Gas, which ensures that you can take advantage of our many offers and incentives for new customers switching to natural gas.

A number of installation companies offer a finance facility which allows you to install a new high efficiency natural gas system and spread the cost of installation over a fixed number of months.

For more information on Finance please click here.

For a full list of Phoenix registered installers please click here.

 

This section is currently under review.

Please call your gas supplier or 03454 55 55 55 for help and advice.

We apologise for any inconvenience caused.

 

Phoenix Natural Gas is the network operator and not the gas supplier.  Therefore, you will need to speak to your gas supplier.  Details of suppliers can be found here.

On occasion Phoenix Natural Gas will need to carry essential maintenance on the gas meter.  We will endeavour to notify you of this to enable access to your gas appliances after the work is carried out. However, we know that this is not always convenient for consumers. 

If we have been at your property and left a no access card this will give the appropriate number to call to get your gas switched back on.  If you have any questions regarding this please contact our customer services team on 03454 55 55 55.

Natural gas is the fuel of choice for many consumers across Europe with 20 million customers in Great Britain alone. Phoenix Natural Gas continually monitors the system for safety and operates a 24-hour emergency response service, 365 days a year. All gas appliances should be correctly installed by a Gas Safe registered installation company and should be checked annually.

Natural gas is a very convenient, clean and versatile fuel. But like all fuels it must be handled wisely to ensure its safety and efficiency. If you think you smell gas, you should contact the 24-hour gas emergency service on 0800 002 001 or click here for further advice.