As a senior citizen, I often get anxious and confused with modern technology. I was soon put at ease with Laura's patience and knowledge, giving me all the information I needed,having... See more
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Review summary
Created with AI, based on recent reviews
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As a distraught lady who had back surgery I was horrified with a cold shower yesterday but after speaking with Gerry today a lot of things to look out for have been explained to me. A very helpful man... See more
Company replied
Tony assisted me through the switching process in a helpful, friendly and professional manner. He made it easy, explained everything and answered any queries I had. His knowledge and understanding mad... See more
Company replied
Contacted Firmus regarding change of energy supplier, Tony was knowledgeable and explained everything clearly and answered all my questions with clarity. Tony also found the best deal for me and expl... See more
Company replied
Company details
Written by the company
firmus energy is a local energy company dedicated to providing best in class customer service to homes and businesses across Northern Ireland.
Contact info
5 Trench Road, BT36 4TY, Mallusk, United Kingdom
- 0330 024 9000
- furtherinfo@firmusenergy.co.uk
- www.firmusenergy.co.uk
4.9
Excellent
1K reviews
No recent history of asking for reviews
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Emma Smyth has made this switch over so…
Emma Smyth has made this switch over so easy for me - she has provided me with all the information and has been such a great help!!
11 September 2026
Unprompted review
Reply from firmus energy
Hi Ashleigh,
Thank you for taking the time to leave such a wonderful review. We're delighted to hear that Emma made the switching process so easy for you.
It's great to know that she provided all the information you needed and was able to support you every step of the way. We pride ourselves on making the process as straightforward and hassle-free as possible, so we're pleased that Emma's helpful and friendly approach made such a positive difference to your experience.
We'll be sure to pass your kind comments on to Emma, who will be delighted to hear that her assistance was so appreciated.
-Diane
The 5-Star is for the Customer Service Person - Too Early to say if Firmus get the 5-Stars
I am giving a 5 Star here just for Emma at Firmus because she was nice to chat to, knowledgable and answered all my questions clearly and transparently even quoting competitor's pricing which was super useful. I have never been a customer of Firmus Energy before so I can't really comment on the overall service yet but I am happy to give 5 stars for Emma.
11 September 2026
Unprompted review
Reply from firmus energy
Hi Gary,
Thank you for taking the time to leave such a great review. We're delighted to hear that Emma provided such a positive experience and that you found her friendly, knowledgeable, and transparent throughout your conversation.
It's especially pleasing to hear that she took the time to answer all of your questions clearly and provide the information you needed to make an informed decision. We believe in being open and honest with our customers, so we're glad that Emma's approach stood out to you.
We'll be sure to pass your kind feedback on to Emma, who will be delighted to know her efforts were appreciated.
-Diane
Lovely person easy to talk to and lots…
Lovely person easy to talk to and lots of help great service
3 September 2026
Unprompted review
Reply from firmus energy
Hi Marcus,
Thank you for taking the time to leave a review. We're delighted to hear that you found our team lovely, easy to talk to, and so helpful.
Providing friendly, approachable service and the support our customers need is always our priority, so it's wonderful to know you had such a positive experience.
-Diane
Great service from Tony at Firmus
Tony at Firmus was extremely helpful. I had a slightly complicated issue as I’d already started a switch to SSE Airtricity before deciding that I wanted to go with Firmus instead.
Tony clearly explained every step of what I needed to do and made the whole process really straightforward. He was also very efficient, kept the call short, and got everything sorted quickly.
Really appreciated the clear and helpful service from Tony. Cheers!
9 September 2026
Unprompted review
Reply from firmus energy
Hi Matthew,
Thank you for taking the time to leave such a wonderful review. We're delighted to hear that Tony was able to help you navigate what was a more complex situation and make the process of switching to firmus energy straightforward and stress-free.
It's great to know that he clearly explained each step, provided the guidance you needed, and handled everything efficiently while keeping the call quick and easy. We understand that changing suppliers can sometimes be confusing, particularly when a switch is already underway, so we're pleased that Tony was able to make the process clear and simple.
We'll be sure to pass your kind feedback on to Tony, who will be delighted to hear that his support was appreciated.
-Diane
I am incredibly disappointed with Firms…
I am incredibly disappointed with Firms Energy. I was offered a deal to switch over to them and was very upfront about my situation. I explicitly told the sales representative that I would be moving house soon because I had sale agreed on a house already "sale agreed." Because of this, I told them I would need the prepaid meter removed.
The representative explicitly assured me that removing the meter would be completely free of charge. Based on that promise, I agreed to join. Now that the time has come, they have completely gone back on their word and are demanding a fee to remove it.
This feels like a total scam just to trap new customers into signing up. It is completely dishonest business practice. I would strongly advise anyone thinking of joining Firms Energy to stay far away. They cannot be trusted to keep their word.
9 September 2026
Unprompted review
Reply from firmus energy
Hi Keith,
Thank you for taking the time to share your feedback. We're sorry to hear that you feel disappointed with your experience and that there appears to have been a misunderstanding regarding the removal of your prepayment meter.
We always aim to provide clear and accurate information to our customers, and it's concerning to hear that your expectations were not met. We understand how frustrating this situation must be, particularly when making arrangements around a house move.
We take comments such as yours very seriously and would welcome the opportunity to review what happened and clarify the circumstances surrounding the charges discussed. If you would be willing to contact us directly with your account details, a member of our team will be happy to investigate further.
Thank you for bringing this to our attention. Your feedback is important to us and helps us improve the service we provide.
-Diane
Earlier today I phoned Firmus regarding…
Earlier today I phoned Firmus regarding the October increase. Gerry was really helpful and put my mind at ease. He took time to look at our account recently usage and billing that proved to be very useful. He is a real asset to Firmus.
9 September 2026
Unprompted review
Reply from firmus energy
Hi James,
Thank you for taking the time to leave such a positive review. We're delighted to hear that Gerry was able to put your mind at ease regarding the October increase.
It's great to know that he took the time to review your recent usage and billing with you, helping to provide clarity and reassurance about your account. We understand how important it is for our customers to feel informed and supported, and we're pleased that Gerry was able to offer such helpful assistance.
We'll be sure to pass your kind comments on to Gerry. He will be delighted to hear that his efforts made a difference and that you consider him a real asset to the team.
-Diane
As a distraught lady who had back…
As a distraught lady who had back surgery I was horrified with a cold shower yesterday but after speaking with Gerry today a lot of things to look out for have been explained to me. A very helpful man who has put my mind at ease
9 September 2026
Unprompted review
Reply from firmus energy
Hi Mary,
Thank you for taking the time to leave a review. We're sorry to hear about the difficulties you've been facing following your back surgery, and we can understand how upsetting it must have been to experience a cold shower.
We're delighted to hear that Gerry was able to help put your mind at ease. Providing clear advice and taking the time to explain things thoroughly is something we strive for, and it's wonderful to know that Gerry's knowledge and support helped you better understand what to look out for.
We'll be sure to pass your kind comments on to Gerry. Thank you again for your feedback!
-Diane
Good Customer Experience
I was very impressed with Damian as he was clearly well informed and took time to explain every detail of what entering into a contract with Firmus involved and the benefits that switching would bring along with ensuring I understood it all. A good experience in a world where so many sales personnel are not that great. If the sales talk lives up to expectations I will be very happy.
8 September 2026
Unprompted review
Reply from firmus energy
Hi Patrick,
Thank you for taking the time to leave such a positive review. We're delighted to hear that Damian made such a great impression and took the time to clearly explain every aspect of switching to firmus energy.
It's wonderful to know that his knowledge, professionalism, and thorough approach helped you feel informed and confident about your decision. We believe it's important that customers fully understand their options and the benefits available to them, so we're pleased that Damian ensured all of your questions were answered and that everything was explained clearly.
We'll be sure to pass your kind feedback on to Damian. Your comments about his approach standing out in today's sales environment are especially appreciated.
-Diane
Reply from firmus energy
Hi Catherine,
Thank you for taking the time to leave a review. We're delighted to hear that you found our team friendly and informative.
Providing clear, helpful information and excellent customer service is always our goal, so it's great to know we delivered a positive experience for you.
-Diane
5/5 Stars
5/5 Stars – Exceptional service from Gerry!I wanted to share my experience with firmus energy, specifically regarding a staff member named Gerry. He was absolutely fantastic in helping to get a new account opened for my father-in-law.It is incredibly hard to find good, reliable customer service these days, but Gerry went above and beyond. He made the entire process seamless, stress-free, and straightforward. His professionalism, efficiency, and kind attitude made a massive difference for our family.Thank you, Gerry, for your outstanding help! Employees like you are rare, and firmus is lucky to have you on their team. Highly recommended!
7 September 2026
Unprompted review
Reply from firmus energy
Hi Colin,
for our family.Thank you, Gerry, for your outstanding help! Employees like you are rare, and firmus is lucky to have you on their team. Highly recommended!
Copilot said:
Thank you for taking the time to leave such a fantastic review. We're delighted to hear that Gerry provided such exceptional service while helping to set up a new account for your father-in-law.
It's wonderful to know that he made the process seamless, straightforward, and stress-free. We pride ourselves on delivering excellent customer service, and we're thrilled that Gerry's professionalism, efficiency, and friendly approach made such a positive difference for your family.
We'll be sure to pass on your kind words to Gerry. Feedback like yours is greatly appreciated, and we're sure he'll be delighted to know that his efforts were recognised.
-Diane
Excellent service by Tony Magill
Tony was very helpful. His explanations of the process and knowledge of it was first class. The fact that he looked at what I spent over the passed year and my usage to see if a switch was the right thing for me to save money. He didn't just assume I had done it. I would highly recommend anybody to contact firmus to see if they can save you money. If I could give them more stars I would but 5 is the limit.
7 September 2026
Unprompted review
Reply from firmus energy
Hi Stephen,
Thank you for taking the time to leave such an amazing review. We're delighted to hear that Tony provided such a positive experience and that his knowledge and explanations of the switching process were first class.
It's great to know that Tony took the time to review your usage and spending over the past year to make sure switching was genuinely the right option for you. We believe in putting our customers' needs first, so we're pleased that his honest and thorough approach stood out.
Your recommendation means a great deal to us, and we're especially grateful for your kind words about rating us more than five stars if you could. We'll be sure to pass your fantastic feedback on to Tony.
-Diane
Excellent customer service, highly recommend
I was speaking with Clare today.
It was one of the loveliest interactions I've had with a customer service agent. She was extremely helpful and friendly , sorted everything over the phone so fast. I've always found firmus to be a great friendly company to deal with in general. Clare is a credit to the company
I would highly recommend this company due to their customer service staff and overall service
4 September 2026
Unprompted review
Reply from firmus energy
Hi Deborah,
Thank you for taking the time to leave such a wonderful review. We're thrilled to hear that Clare provided one of the most positive customer service experiences you've had.
It's fantastic to know that she was friendly, helpful, and able to resolve everything quickly for you over the phone. We'll be sure to pass your kind comments on to Clare, who I'm sure will be delighted to hear them. Hearing that she is a credit to the company means a great deal to us.
We're also delighted that your positive experience reflects your wider dealings with firmus and that you would recommend us based on both our customer service team and overall service.
Thank you again for your recommendation and for choosing firmus.
-Diane
The guy Sean mc Nicholl was very clear…
The guy Sean mc Nicholl was very clear speaking and explained the process of switching over in detail,,he took time to explain everything and answered my questions honestly
3 September 2026
Unprompted review
Reply from firmus energy
Hi Gary,
Thank you for taking the time to leave such a positive review. We're delighted to hear that Sean provided clear and detailed explanations throughout the switching process and took the time to answer all of your questions honestly.
We pride ourselves on delivering straightforward, transparent advice, so it's great to know that Sean's patience and professionalism helped make everything easy to understand. We'll be sure to pass your kind feedback on to him.
-Diane
Excellent friendly helpful customer service
Telesales Executive Emma provided excellent customer service. Efficient, friendly, polite, helpful, good at explaining options, made switch over a breeze!
3 September 2026
Unprompted review
Reply from firmus energy
Hi Mireille,
Thank you for taking the time to leave such a fantastic review. We're delighted to hear that Emma provided excellent customer service and made the switching process so straightforward for you.
It's wonderful to know that you found her efficient, friendly, polite, and helpful, and that she was able to explain your options clearly. We'll be sure to pass your kind comments on to Emma, as I'm sure she'll be pleased to hear how much her support was appreciated.
-Diane
Patient, helpful and relatable advice
Gerry was very patient / helpful and talked me through the detail of my account in simple terms.
He was great at explaining that we already have the most cost effective option in place for my current circumstances.
The only item I would like to note is that I struggled to hear Gerry clearly at times over the background noise of other agents.. perhaps changing the settings of the mic might help this or change of headset.
2 September 2026
Unprompted review
Reply from firmus energy
Hi Ciara,
Thank you for your wonderful feedback. We're delighted to hear that Gerry was patient, helpful, and took the time to explain your account clearly and in simple terms. It's great to know he was able to reassure you that you're already on the most cost-effective option for your current circumstances.
We also appreciate you highlighting the issue with background noise during the call. We're sorry this made it difficult to hear Gerry clearly at times. Your comments have been noted and will be shared with the relevant team as we continually look for ways to improve our customers' experience.
Thank you again for taking the time to leave a review, and for your valuable feedback. We really appreciate it.
-Diane
Very friendly and professional and…
Very friendly and professional and answered all my queries efficiently.
2 September 2026
Unprompted review
Reply from firmus energy
Hi Christine,
Thank you for taking the time to leave such a positive review.
We're delighted to hear that you found our team friendly, professional, and efficient in answering all of your queries.
Providing excellent customer service is always our goal, and your feedback is greatly appreciated.
-Diane
Tony was a 1st class advisor when I…
Tony was a 1st class advisor when I went through to Firmus. I used to work for a call centre and know how difficult the job can be. Tony took me through the process quickly and efficiently. He should be rewarded for his customer service skills. Thank you!
2 September 2026
Unprompted review
Reply from firmus energy
Hi Sharon,
Thanks for your fantastic review!
We're delighted to hear that Tony provided such a first-class experience and that he was able to guide you through the process quickly and efficiently while delivering the high standard of customer service we strive for.
Your comments are a wonderful recognition of his skills and dedication, and we'll be sure to share them with him and his manager.
-Diane
Emma was very helpful and explained…
Emma was very helpful and explained everything to me
1 September 2026
Unprompted review
Reply from firmus energy
Hi Martin,
Thank you for your review.
We're delighted to hear that Emma was so helpful and took the time to explain everything clearly. Providing friendly, informative service is at the heart of what we do, and it's great to know that Emma made the process straightforward for you. We'll be sure to share your kind words with her!
-Diane
Tony your sales/customer service…
Tony your sales/customer service representative was excellent. He took the time to explain everything to me. One thing I did reply to his email letting him know that I meant to say I rang on a referral from my daughter and son in law thinking he would reply but didn't
1 September 2026
Unprompted review
Reply from firmus energy
Hi Robert,
Thank you for your feedback!
We're delighted to hear that Tony provided such excellent service and took the time to explain everything clearly. We understand how important it is to have all the information you need, and it's great to know that Tony's support helped make your experience a positive one.
-Diane
Emma made it very easy to switch
Emma made it very easy to switch, taking advantage of the current discount. Helpful and professional.
1 September 2026
Unprompted review
Reply from firmus energy
Hi Customer,
Thank you for your review.
We're delighted to hear that Emma made the switching process easy and helped you take advantage of our current offer. Providing helpful, professional service and ensuring our customers have all the information they need is something we take great pride in.
We'll be sure to pass your kind feedback on to Emma. Thank you for choosing firmus energy and for taking the time to share your experience.
-Diane
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