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Coronavirus: Customer support

Important information about our services and the best ways to contact us.

The safety and well-being of our colleagues, customers and members of the general public remains our top priority.  

We’d like to reassure customers that we will continue to prioritise the continuity of electricity supply to our customers. We will be taking measures to help reduce the impact of COVID-19 by ensuring we put in place appropriate mitigations for employees responsible for maintaining the essential supply of electricity to the island. 

We are moving to a new business as usual in line with States of Guernsey advice on visiting customers and where possible working remotely, and which of course limits the services we will be providing 

We will do our best to continue to provide our high standard of Customer Service, however, please note some of our services may be limited. 


Call our Freephone number 0800 587 0285 or 01481 200700. Call this number if you are experiencing an electrical emergency, such as not being able to receive any electricity or have noticed anything dangerous. Lines are open 24 hours a day

Home Visits
Essential home visits may go ahead; however, an additional risk assessment will be carried out beforehand to ensure it is safe to do so for both, the customer and our electrician. Call 01481 200700. Lines are open Monday- Friday 09.00-17.00

Our showroom is open between 9.30am and 4.30pm Monday to Saturday. For the safety and wellbeing of customers as well as our sales assistants we are able to operate under the following guidance:

How to contact us

Our staff are still available to provide our usual services and support to customers, however, please be patient with us during these times. Our team is experiencing a high volume of calls alongside new ways of working. Where possible please help us by using our online services. You can pay your bills, submit meter readings, submit a home moving form online  

Tell us you are moving home       Submit a meter reading       Make a payment 

You can still call our customer service team on 01481 200700. Lines are open Monday- Friday 09.00-17.00

Worried about paying your bill?

We are asking all businesses and customers that are worried about paying their bill because of the effects of Coronavirus, then please call us to discuss on 01481 200700 Monday- Friday 09.00-17.00 

Please see the advice and support that the States of Guernsey are able to offer island businesses and workers here.

Please see our tips on how to save energy and to keep your bills down

Prepayment meters :Customers can continue to top-up their Paywise prepayment card at locations listed here. If you are self-isolating or unable to go out then we suggest you ask a friend or family member to top this up for you. If this is not possible, then please call 01481 200700 or email Lines are open Monday- Friday 09.00-17.00

Friendly hours:

Customers can continue to top-up their Paywise prepayment card at locations listed here.  

We understand that if you are self-isolating you may not be able to visit these locations to top-up your card. In the first instance, we suggest asking a friend or family member to top this up for you but if these options aren’t available, please call 01481 200700 or email  

Prepayment metered customers

For customers on prepayment meters, we have now extended our friendly hours.

They are now:

This means that customers on pre-pay meters will not lose supply if their credit runs out in these times. If your credit runs out at anytime during the above times, your supply will remain on, however please note that any electricity consumption during this friendly period will accumulate and will be deducted from the available credit balance the next time that you top-up the meter.   

Customers who pay quarterly

Customers, who pay quarterly will continue to receive quarterly bills and can pay in their usual way here.  Learn about the various ways to pay your bills here.