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Frequently Asked Questions

Here you'll find of some of the most frequently asked questions from our customers. If you can't find the answer you are looking for contact us or call us on 01481 200700, we'll be happy to help.

  • What should I do if I have an electrical emergency?

    If you have an emergency with your electrics then we can help. For a safe, reliable service call us and we will get to you as soon as possible.

    If you believe your emergency is due a wider power failure, please refer to the advice on our Customer Information pages: Power Failure Help

    If however, you have established that the fault is within your property only - call us and we will send out an Electrician.

    Between 8.00am and 5.00pm, Monday - Friday please call 01481 241984

    At any other time freephone 0800 587 0285

  • I want to know more about road closures and emergency works.

    We frequently update our Facebook and Twitter pages with the latest information on road closures/road works and any emergency works our engineers are undertaking.

    For more information about road works in Guernsey head to www.iris.gov.gg

  • I have a power cut, what should I do?

    If your lights go out and your sockets fail, there could be a number of reasons:

    - Your trip switch may have operated

    - Guernsey Electricity's main service fuse in your home may have failed

    - Your pre-payment meter may have run out of credit or may be faulty

    - There may be a power cut or network fault in your area

     

    FIRST check your trip switch, which in the majority of cases is located next to your main fuse box or the electricity meter. 

    Remember on this type of device:

    - UP position is ON
    - DOWN position is OFF

     

    Our engineers are available 24 hours a day, 365 days a year. If the fault is due to a failure of our own equipment, the service is free. If, however, the fault proves to be within the customers own property or equipment, we will make a charge for our attendance.

    Call us on Freephone 0800 5870285 and we will send out an Electrician to your property

    If there is a power failure in the island, the Guernsey Electricity Facebook and Twitter pages will be kept up-to-date with the latest information.

  • What is my customer number and where can I find it?

    Your customer number can be found at the top of any statement or bill we send you. The image below shows you where the number is located (highlighted in yellow).

    Customer Number

    If you cannot find your customer number then please call 01481 200700 or email: customer.accounts@electricity.gg

  • What are the low rate times on Economy 12?

    The Economy 12 tariff is divided into two rates. The lower rate is made available to customers for a 12 hour period each day. The 12 hours of low rate comprises of a 10 hour period during the night and a 2 hour period during the day time. The normal rate applies for the remaining 12 hours.

    Low Rate Periods:

    A 10 hour period somewhere between 19:45 and 08:15

    A 2 hour period somewhere between 12:00 and 16:40

     

    To find out your exact Economy 12 times contact us by phone on 01481 200700 or email customer.accounts@electricity.gg

  • Where can I top-up my meter card/key?

    Top-ups are available from the following locations:

    Guernsey Electricity Showroom: - Monday - Friday 9am - 5pm, Saturday 9am - 1pm.

    The Co-operative: -  The Market: Monday - Saturday 7.30am - 7.00pm - Some Sundays (During the summer) 8am - 6pm.

    The Co-operative: - Forest: Monday - Sunday 7.00am - 10.30pm

    Pound Power: Monday - Sunday 8am - 9pm.

    Checkers Xpress: - Le Pollet: Monday - Sunday 7.30am - 10pm.

    Checkers Xpress: - Collings Road: Monday - Wednesday 8am - 9pm, Thursday - Saturday 8am - 10pm, Sunday 9am - 9pm.

    Jeffrey's Garage: - Monday - Saturday 7am - 12am, Sunday 9am - 9pm

    Landes du Marche Garage: - Monday - Saturday 7.00am - 10.00pm, Sunday 8.00am - 9.00pm.

    Candie Cache Stores: - Monday - Sunday 5:30am - 10:30pm

  • How do I read my meter?

    To help you understand how to read your own meter, we have created a handy stp-by-step guide.

    A guide to reading your electricity meter

    Once you have taken your meter reading you can submit it through our website here.

My Account

  • Am I on the right tariff?

    We offer a range of tariffs to suit your lifestyle and to meet your electricity needs from lighting to heating and everything in-between. Please take a look at our tariffs.

    For more information contact our Customer Accounts Team on 01481 200700 or email: customer.accounts@electricity.gg

  • Can I pay my bill online?

    Yes, of course. There are a number of ways you can pay your bill including through our online payment facility. 

    You can also pay in the following ways:


    Quarterly
    - Payment of your account in full will be accepted at Guernsey Electricity’s Cash Desk on the Bridge or Barclays Bank High Street using the Bank Giro Credit on the bottom of the statement.

    By Post - Cheques should be made payable to GUERNSEY ELECTRICITY LTD. Please write your reference number on the back of the cheque and enclose the remittance advice at the bottom of the statement. If a receipt is required please post your cheque with the whole statement. Our Freepost address is: Guernsey Electricity, FREEPOST, Guernsey, GY1 5SS.

    Monthly Standing Order - Payments can be arranged by Standing Order, through your bank account, by payment into our Cash Desk or Barclays Bank. If you wish to pay into Barclays bank you will need to contact us for a paying-in book. Payment by this method normally includes a discount on your consumption of 2%.

    Credit/Debit Card - Payment will be accepted at our Cash Desk, by telephone or via our web site. We accept Visa, Delta, Electron, JCB, Mastercard, Eurocard, Maestro and Solo.

    Regular Payments - Weekly, fortnightly or monthly payments of an account will be accepted at our cash desk or Barclays Bank providing the amount is pre-arranged with one of our Credit Controllers. A simple payment book will be issued to enable you to keep track of your payments. Payments may also be made against a weekly self-reading of the meter.

  • What is my customer number and where can I find it?

    Your customer number can be found at the top of any statement or bill we send you. The image below shows you where the number is located (highlighted in yellow).

    Customer Number

    If you cannot find your customer number then please call 01481 200700 or email: customer.accounts@electricity.gg

  • How do I apply for Economy 12?

    All you need to do is complete the form below.

    Download this application Form to apply for Economy 12.

    You can fill in the .pdf on your desktop if you prefer, but you must print out your completed form, sign it and send it to us at: Electricity House, Northside, Vale, Guernsey, GY1 3AD.

  • When will I receive my bill?

    You will receive a bill from Guernsey Electricity four times a year. The Parish you live in determines when you will receive it.

    St Andrew & St Peter Port : March, June, September & December

    St Sampson & Vale: January, April, July & October

    Castel, St Saviour, St Peter, Torteval, Forest & St Martin: Feburary, May, August & November

  • Who do I contact to change my address?

    Please call 01481 200700 and ask to speak to the Customer Accounts department or email: customer.accounts@electricity.gg

  • What are the low rate times on Economy 12?

    The Economy 12 tariff is divided into two rates. The lower rate is made available to customers for a 12 hour period each day. The 12 hours of low rate comprises of a 10 hour period during the night and a 2 hour period during the day time. The normal rate applies for the remaining 12 hours.

    Low Rate Periods:

    A 10 hour period somewhere between 19:45 and 08:15

    A 2 hour period somewhere between 12:00 and 16:40

     

    To find out your exact Economy 12 times contact us by phone on 01481 200700 or email customer.accounts@electricity.gg

  • Where can I top-up my meter card/key?

    Top-ups are available from the following locations:

    Guernsey Electricity Showroom: - Monday - Friday 9am - 5pm, Saturday 9am - 1pm.

    The Co-operative: -  The Market: Monday - Saturday 7.30am - 7.00pm - Some Sundays (During the summer) 8am - 6pm.

    The Co-operative: - Forest: Monday - Sunday 7.00am - 10.30pm

    Pound Power: Monday - Sunday 8am - 9pm.

    Checkers Xpress: - Le Pollet: Monday - Sunday 7.30am - 10pm.

    Checkers Xpress: - Collings Road: Monday - Wednesday 8am - 9pm, Thursday - Saturday 8am - 10pm, Sunday 9am - 9pm.

    Jeffrey's Garage: - Monday - Saturday 7am - 12am, Sunday 9am - 9pm

    Landes du Marche Garage: - Monday - Saturday 7.00am - 10.00pm, Sunday 8.00am - 9.00pm.

    Candie Cache Stores: - Monday - Sunday 5:30am - 10:30pm

  • Why do I sometimes receive an estimated bill?

    We have installed almost 30,000 automatic smart meters across the island and from time to time a small percentage of customers  can experience communication interruptions with the meters resulting in those customers being sent an estimated statement for that quarter.

    To rectify this customers are able to manually send us a meter reading to ensure their bills are up-to-date with the latest useage data.

    Submit a meter reading here.

  • How do I read my meter?

    To help you understand how to read your own meter, we have created a handy stp-by-step guide.

    A guide to reading your electricity meter

    Once you have taken your meter reading you can submit it through our website here.

General

  • I’m looking for a job, are there any available?

    Any current vacancies are posted on the careers pageour facebook page and on jobs.gg. Most are also advertisied in the Guernsey Press.

    We are committed to treating job applicants fairly and equally, and in line with that we are an equal opportunity employer, ensuring that our employees are treated with dignity and respect.

     

  • I want to know more about road closures and emergency works.

    We frequently update our Facebook and Twitter pages with the latest information on road closures/road works and any emergency works our engineers are undertaking.

    For more information about road works in Guernsey head to www.iris.gov.gg

  • What is Click Before U Dig?

    Click Before U Dig is a FREE online and telephone service that enables you to check for cables in the vicinity.

    We advise you to do this well in advance of the commencement of works and where there is likely to be a high density of cables, allow extra time for planning the work and hand digging.

    For more information see our Click Before U Dig page.

  • I have feedback, where do I send it?

    You can send us your feedback by completing the below form.

    Feedback Form

    Once completed you can either email the form to admin@electricity.gg or post it to Guernsey Electricity, Electricity House, Northside, Vale, Guernsey, GY1 3AD.

Moving House

  • I’m moving house, how do I request a final meter reading for the property I am moving out of?

    If you are the registered customer and you're leaving the property, we will need to read the meter.

    It's simple all you have to do is complete our "moving out" form: request a Final Meter Reading

  • I’m moving into a new house, what do I need to do?

    It’s simple. All you need to do is compete the continuation of electricity supply form which only applies where a supply already exists. 

  • How do I change my address?

    Please call 01481 200700 and ask to speak to the Customer Accounts department or email: customer.accounts@electricity.gg

Emergency

  • What should I do if I have an electrical emergency?

    If you have an emergency with your electrics then we can help. For a safe, reliable service call us and we will get to you as soon as possible.

    If you believe your emergency is due a wider power failure, please refer to the advice on our Customer Information pages: Power Failure Help

    If however, you have established that the fault is within your property only - call us and we will send out an Electrician.

    Between 8.00am and 5.00pm, Monday - Friday please call 01481 241984

    At any other time freephone 0800 587 0285

  • I have a power cut, what should I do?

    If your lights go out and your sockets fail, there could be a number of reasons:

    - Your trip switch may have operated

    - Guernsey Electricity's main service fuse in your home may have failed

    - Your pre-payment meter may have run out of credit or may be faulty

    - There may be a power cut or network fault in your area

     

    FIRST check your trip switch, which in the majority of cases is located next to your main fuse box or the electricity meter. 

    Remember on this type of device:

    - UP position is ON
    - DOWN position is OFF

     

    Our engineers are available 24 hours a day, 365 days a year. If the fault is due to a failure of our own equipment, the service is free. If, however, the fault proves to be within the customers own property or equipment, we will make a charge for our attendance.

    Call us on Freephone 0800 5870285 and we will send out an Electrician to your property

    If there is a power failure in the island, the Guernsey Electricity Facebook and Twitter pages will be kept up-to-date with the latest information.

Email Us

If you can't find the answer you are looking for contact us using the form below or call us on 01481 200700, we'll be happy to help.

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Please note that your questions will remain confidential, and we shall not share your details to anyone.