Phoenix Energy Responsible Business Report 2026

As NI’s largest natural gas distribution network operator, we are committed to providing services that are fair, accessible, and responsive to all consumers. 2XU 9XOQHUDELOLW\ :RUNLQJ *URXS 9:* GULYHV LPSURYHPHQWV WR HQVXUH SRVLWLYH RXWFRPHV IRU FXVWRPHUV LQ vulnerable circumstances. The group includes representatives from across Phoenix, meets quarterly and FRQWLQXDOO\ UHYLHZV RXU SURFHVVHV LGHQWLILHV HQJDJHPHQW RSSRUWXQLWLHV DQG HQVXUHV FXVWRPHU IDFLQJ WHDPV understand and address the needs of vulnerable consumers. One key action from the VWG was the introduction of a targeted social media plan to raise awareness of our support for vulnerable customers, promote inclusivity and highlight partnerships that provide additional assistance. We also advanced our commitment to digital accessibility. Enhancements to the Phoenix website improved keyboard navigation, focus visibility, interactive element sizing, content consistency and overall form usability. The site is now compliant with Web Content Accessibility Guidelines, aligned with the accessibility requirements of ISO 22458. Supporting Vulnerable Customers

As an essential services provider, we engage regularly with domestic and business consumers, members of the public and community representatives. Meeting the Needs of All Our Consumers

Each year we:

Help over 100,000 customers by phone and email

We provide a wide range of additional support to ensure customers DIIHFWHG E\ DJH GLVDELOLW\ RU ORQJ WHUP LOOQHVV FDQ DFFHVV RXU VHUYLFHV IDLUO\ $OO FXVWRPHU IDFLQJ VWDII DUH WUDLQHG WR PDNH UHDVRQDEOH adjustments, supported by our Vulnerability Champions for more complex needs. We offer services such as identity checks, signposting to helplines, warm handovers for debt and welfare advice and promote Gas Supplier Care Schemes. Our operational activities often take place in public or residential areas and we recognise that some consumers may require additional support when interacting with us. This may include consumers affected by:

Championing Vulnerability 2XU 9XOQHUDELOLW\ &KDPSLRQV DUH FXVWRPHU IDFLQJ colleagues from across the business who help shape our Vulnerability Strategy and strengthen our Inclusive Customer Service approach. They guide employees on complex or sensitive cases, ensuring customers in vulnerable situations receive fair, empathetic and well supported service.

Meet over 50,000 customers face to face

Inclusive Training We provide annual inclusive service training for all

Mobility challenges

Communication barriers

Mental wellbeing

Financial hardship

Disability, including hidden

Signs

FXVWRPHU IDFLQJ HPSOR\HHV HQJLQHHUV DQG FRQWUDFWRUV WR ensure every customer receives fair and accessible support. The training helps staff recognise when someone may need extra help and guides them on how to adapt their approach using our ‘Signs, Consider, Adjust’ framework. Training is refreshed annually and equips our teams to: • Identify the signs when a customer may need extra support • Consider how our work or processes could affect them • Decide how we can adjust our process or activities to make access easier

Connect 5,000 new customers to our gas network

Customers can request information in alternative formats or languages DQG KRPH YLVLWV DUH DYDLODEOH ZKHQ QHHGHG )RU FXVWRPHUV VWUXJJOLQJ to pay their energy bills, we work closely with partner organisations including gas suppliers and Advice NI, with staff trained to identify those who may need help and connect them directly to benefit checks and financial guidance. We also promote energy efficiency through partnerships with Power to Switch and National Energy Action, providing advice to help customers reduce energy use and lower bills.

Consider

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Responsible Business Report 2026

Responsible Business Report 2026

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