9th February 2024

Island Energy gas outage survey

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Please make sure you give us your email and Island Energy customer number as they will be needed for those wanting to be involved in any claim that we might secure.


Any Island Energy customers who are unhappy or dissatisfied with the £11.56 ‘goodwill gesture’ offered to households following the outage in October last year are being asked to get in touch with the Jersey Consumer Council.

The Council is looking at what options it has available to try to secure the compensation Island Energy customers deserve or at least a refund of the costs many consumers incurred during the gas outage in October last year.

To start that process, those impacted are being asked to complete a short online survey on consumercouncil.je to enable the Council to assess to what extent individual households were impacted.

Chairman Carl Walker said: ‘We already know of Islanders who went without hot water, could not cook hot meals at home and could turn on their heating during the outage, so taking three months to come up with an offer of £11.56 is nothing short of an insult to its customers by Island Energy.

“We will now work on behalf of all those affected to try and secure a better deal for them – and everything and anything is on the table at this stage. Once we know how many Islanders we will be representing, we shall choose the best course of action and do our very best.”

On 7 October a technical fault by Island Energy left around 4,000 Islanders without gas. This lasted for days - and in some cases up to 14 days - before the gas was returned to them. Had the energy provider been regulated – like in the UK - it would have had to pay £60 for every day a customer went without gas beyond the first 24 hours.

Since then, Island Energy have increased the prices of gas by 12%, which is about £13.80 for an average family house. Whilst in Guernsey they raised the price by 8%.

On 25 January, we were given word that Island Energy were giving customers a gesture of goodwill by refunding the standing charge for October, worth £11.56.

Dissatisfied Island Energy customers are asked to click on the link below and complete the survey as honestly as possible. If they know of any neighbours or relatives who do not have access to the internet but who were also affected by the outage, please visit those individuals or call them and complete the survey with them or on their behalf, so that we can get a fair picture of the situation.