Customer update on goodwill gesture

We will be refunding one month’s standing charge for all gas customers because of the service disruption experience in October 2023.

We’d like to thank you for your patience whilst we have been sorting out the goodwill payment to you. We’d also like to apologise to you for the inconvenience and disruption caused by the gas outage in October 2023. We experienced an unprecedented situation.   

CEO of the Islands Energy Group Jo Cox said: “We have reviewed the best way to make a payment to all our customers in light of the service outage we experienced in October. This outage was caused by a safety process in our plant detecting a software error in one of our systems. In this situation the safety process enforces a shut down and stops our supply.” 

“We’d like to thank our customers for their patience and understanding whilst we have spent time reviewing our processes and working out the best way to offer customers a goodwill gesture.” 

How will it work? 

- The payment will be made in the form of a credit to each customer’s account and will be applied from February 2024 

- One month’s standing charge for customers is: £11.56 

- We will write to all our customers early next week explaining how we will make this payment and how it will appear on your next bill

Commercial Customers  

Business customers continue to be able to speak to our team about the disruption and there is a process for them to follow to show us any adverse effects they may have experienced. This is done on a case-by-case basis and in a way that complements any business insurance they may already have.  

Please contact jerseysupply@i-e-g.com if you wish to discuss your case and you will be asked to complete a form that details your losses.  

As with domestic customers IEG is not obligated to make any payments to commercial customers.