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Coronavirus: Customer support

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

Guernsey Electricity is following all relevant advice related to the containment of COVID-19. We’d like to reassure customers that we will continue to prioritise the continuity of electricity supply to our customers and have put in place appropriate steps ensure this. Our staff are still available to provide our usual services and support to customers, however, please be patient with us during these times.

 

How to contact us

It’s still easy to contact us by calling our various teams who would be happy to help

Emergencies
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. Non-essential works will only be carried out in premises that are not presently being occupied. Call 01481 200700

Our Shop
Our showroom is now closed due to the recent public health guidance. If you urgently need to replace an appliance, please email us at shop@electricity.gg and we will endeavor so respond as soon as we can.

Worried about paying your bill?

We are asking all businesses and customers who feel they are unable to keep up payments due to the current circumstances we find ourselves in, to call us on 01481 200700 where our dedicated team can talk to you about this on an individual basis.

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 customer.accounts@electricity.gg. Lines are open Monday- Friday 09.00-17.00

For customers on prepayment meters, we have now extended our friendly hours to cover the complete weekend period between 4.30 pm on Friday to 9.00 am on Monday. This means that if your credit runs out at anytime during the weekend, then 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.  If customers are worried about their financial situation because of the effects of Coronavirus, they are advised to get in touch, please call 01481 200700 Lines are open Monday- Friday 09.00-17.00

Please see our tips on how to save energy and to keep your bills down.
www.electricity.gg/electricity/energy-saving-tips/


Contacting Customer Services
Please bear with our team who are 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 online & submit meter readings online and submit a home Moving form if you are due to move.


Moving Home
https://www.electricity.gg/online-services/moving-house/

Submit readings
https://www.electricity.gg/online-services/meter-reading/

Make a payment:
https://www.electricity.gg/online-services/pay-online/