My Account.
How can I pay my bill?
You can pay your bill via direct debit, please contact us to set this up. In addition you are also able to pay using our online portal, by telephone dialling 724811 or at the Guernsey Energy Centre.
My gas has been disconnected due to debt, how do I get my gas reconnected?
Once the balance has been paid please contact the Customer Support Team to arrange reconnection. If you are struggling and unable to pay, please give the customer support team a call on 724811 and they will be able to discuss different payment methods and help get your gas reconnected.
Why do I have to pay a deposit?
If you are a new customer and not held a previous gas account for over a year a deposit is required. If you pay via direct debit for a minimum of 6 months we can waive the deposit.
How do I set up a payment plan?
In order to set up a payment plan or advise a date as to when you will be paying in full please contact our customer support team on 724811 or via email.
I have received an estimated bill, what do I need to do?
On the back of your bill, we state if your reading is estimated or accurate. Please double check if the reading on your bill matches the reading on you meter. If the reading on your meter is less you will have received an estimated bill. You can provide a reading to us by phone and on our website and we will provide an accurate bill.
How often will I be billed?
Domestic customers are billed every 3 months. Commercial customers are billed monthly.
My Direct Debit is set to collect on a specific date, but is not yet showing on my statement, why not?
The Direct Debit should collect on the date you specified on the mandate (providing it is a working day), if that is not a working day, it will collect on the closest working date to it. Most Direct Debit collections will show on your statement 3-5 days after we have collected.
I wish to alter the date/amount of my Standing Order, can I do that?
Please update your standing order with your bank, unfortunately we are unable to do that on your behalf.
How do I change the date of my Direct Debit?
Just email us or call our customer services team on 724811 who can update the date on your Direct Debit.
How do I change the account my Direct Debit collects from?
This will require a new Direct Debit mandate completing and sending in. Please download the forms below:
How do I close my account?
If you would like to close your account please contact the customer service team on 724811.
What is the standing charge for?
The standing charge contributes towards the fixed cost of supplying gas and maintaining the gas supply infrastructure.
I want a refund on my account
If you are in credit and would like to request a refund please contact customer services on 724811. Select option 2 then option 4 on the call menu.