At Guernsey Electricity, we are committed to supporting customers who may be experiencing difficulty paying their electricity bills. Through working closely with local charities and support groups, we are continually refining and expanding the range of support available.
What support do we offer?
- Customers can nominate anyone of their choice, such as a family member, friend, or support worker, to communicate with us on their behalf. With the customer's consent, we are also happy to liaise directly with other companies on behalf of our customers.
- Prepayment customers enjoy the same benefits as all our other customers and are not penalised because of their payment method. This means identical standing charges and unit rates, including being able to still benefit from low-rate times.
- We have 'Friendly Times' for customers on prepayment meters, which are significantly more generous compared to the UK and similar jurisdictions.
- Customers switching to prepayment meters receive a comprehensive prepayment guide upon installation, and all customers receive a bespoke payment plan letter when setting up/agreeing payment plans.
- Customers have control over their payments and can opt for weekly, bi-weekly, or monthly payment options.
- Customers paying by standing order receive a 2% discount.
- Customers have access to an online tariff price calculator to understand the impact of price increases and will receive personalised letters outlining the tariff changes alongside their next statement.
- Customers have the ability to switch their low-rate times once a year. The available low rate banding options are provided on our website.
- Customers who are not already on our super economy tariff have the option to switch to it if they wish. This tariff provides them with low-cost electricity at a rate that is 50% cheaper than their normal rate for 12 hours a day.
- We do not charge fees for late payments, nor do we charge interest on debt or charge disconnection/reconnection fees.
- We can segregate debt onto a separate account if we feel this will help the customer manage their debt and consumption better.
- Where a customer has fallen into debt on their account, our collections team can extend repayment plans on a case-by-case basis.
- We have agreed signposting in place with many charity and support organisations.
- Last year we launched the “Powering Life for Less” initiative. This initiative hopes to help reduce customers' energy costs through a free live event where customers can learn about saving money. The event will run again this year on 20th September.
GEL will be extending that support even further, following discussion with the members of the Guernsey Electricity Customer Support Forum who collectively support or have contact with customers who might be experiencing difficulties.
What additional support will be offered?
- An increase in the ‘emergency credit’ on prepayment meters, doubling from the current rate of £5 to £10. Emergency credit is designed to provide a temporary power supply when the credit balance is low on a prepayment meter outside of the established ‘friendly times’. The increase will be introduced as we head into winter.
- Where a customer has experienced a difficult life event (for example bereavement or illness), our customer service advisers can now consider offering a one-time payment holiday or the ability to freeze the account for a set period of time.
- Extended repayment plans, to be agreed on a case-by-case basis.
Who should I contact if I’m experiencing difficulty in paying my electricity bill?
Our friendly and experienced team can help you manage your usage, offer advice, and connect you with other organisations that may be able to help. Getting in touch early means we can find the best solutions for your needs and provide peace of mind.
There are further independent services available
Citizens Advice – Offer free and confidential advice service.
Contact: 01481 242266
Guernsey Welfare Service – Offer a non-judgmental, confidential service.
Contact: 07839 724300
Age Concern – Provide support and social events for older members of the community.
Contact: 01481 263228
Social Security - Income Support is a means tested benefit that can offer financial support and assistance with medical costs.
Contact: 01481 221000
Email: incomesupport@gov.gg
Alternatively you can visit their office at:
Edward T Wheadon house
Le Truchot
St Peter Port
GY1 1FB.
