Our new billing system

What’s been happening?

We recently rebranded to Guernsey Energy, launched a new website and implemented a completely new billing system. These developments have been introduced with the aim of improving your customer experience and to make it easier for you to do business with us.

Unfortunately, we have had some teething problems with the new billing system and it has not produced the customer experience we hoped for. We are therefore asking you to please bear with us while we resolve the issues.

When are you going to fix your billing issues?

Several of the issues as outlined in this document have now been resolved and we are continuing to fix the outstanding issues as quickly as we can.

Has the amount of my gas usage been correctly calculated?

Yes, you can rest assured that the actual amount of gas usage is correct. We have been working hard to ensure all information on future bills is correct and consistent. If you have contacted us via our website regarding this issue, we will review your account and endeavour to respond as soon as possible. We appreciate your patience at this time.

Why do the payments on my statement not balance?

If you pay by Standing Order some of your payments may not show on your statement.

We are also aware that some hire purchase or lease payments are showing incorrectly on customer accounts.

If you have provided a final read, your payments may not show at present.

The previous closing balance may reflect a payment that is also shown on your statement.

We are working hard to ensure all our customers receive correct statements and our new billing system has now had the appropriate updates to rectify this. We appreciate your patience, and will endeavour to respond as soon as possible.

Should I cancel my Direct Debit because of your billing issues?

No. Please continue to pay your bill in the usual way. If you think we have taken too much you can request a refund or make a claim under the Direct Debit Guarantee Scheme

How quickly will you respond to my query?

We are currently experiencing a very high number of customer enquiries, so it may take longer than usual for us to respond. We appreciate your patience. If you are calling to report a gas emergency please call the free 24-hour line on 01481 749000.

What should I do if spot an error on my bill?

We are aware that some customers have inconsistencies on their bills and we have fixed the issues in our system that were causing these. If you have contacted us via our website in regard to this issue we will review your account and endeavour to respond as soon as possible. We appreciate your patience at this time.

What should I do if I cannot get through to you by telephone?

We apologise if your call is not being answered. We are currently experiencing a high number of customer enquiries and we are working hard to answer them all as quickly as possible. We appreciate your patience, and will endeavour to respond as soon as possible. If you can’t get through to us on the phone you can contact us here but please note it may take longer than usual for us to respond to your message. 

You have taken my Direct Debit, but I have not received my bill?

Unfortunately, there have been some delays in sending out our regular bills. Your bill for September was issued at the end of the month, rather than during the month. If you have contacted us via our website in regard to this issue we will review your account and endeavour to respond as soon as possible.

Why have I not received a bill?

We have been working to rectify the teething problems in our new billing system. Unfortunately, some of our customers had their bill for September issued at the end of the month rather than during the month. We have now fixed the issues in our system that were causing this. We appreciate your patience at this time.

Is your bill genuine?

Following the introduction of our new billing system the layout of your bill has changed.  We are aware that it has a poor-quality logo and does not contain the usual level of detail that you expect (for example, a delivery address).

Please continue to pay your bill in the usual way as we can confirm that it is genuine. If you remain concerned please contact us and we will confirm the amount you owe us.

We are making improvements to the way bills look, and these will be introduced as soon as we are able.