Your home Help Covid-19 Covid-19 FAQs

Your Covid-19 questions, answered

Covid-19 has affected many aspects of everyday life. Here we answer some of the questions our customers have asked us about how we are responding to the pandemic.

Please help us to help you in the pandemic. If if these frequently asked questions can't help and your enquiry is not urgent, please email

I have a Pay As You Go Smart Meter but can’t get out of the house. How can I top up?

If you have a new Pay As You Go Smart Meter and Smart Card and are self-isolating you can now top up online at Alternatively, anyone can top up for you without having to visit your home if they have your six-digit Meter Number from your Smart Card or meter.

Alternatively, call us on 01534 505460 with your Meter Number to hand.

Can engineers visit my home?

In line with Government of Jersey advice on social distancing, JEBS, our Building Services team and Energy Solutions have resumed home visits in relation to heating surveys and fuel switching.

To book a survey, please call 01534 505600, 8am - 6pm, Monday to Friday.

We continue to deal with ‘no lights and power’ emergencies.

How can you protect customers when your engineers visit?

When an engineer visits your home, they will ask a series of questions before entering:

  • Is anyone self-isolating/recently returned from overseas?
  • Is anyone unwell but has not had their illness diagnosed by a medical practitioner?
  • Is anyone in your home at higher risk – i.e. over 70, diabetic etc.

If you answer ‘yes’ to any of these questions, our engineer will take appropriate actions. They will keep a safe distance at all times and wear any necessary protective equipment to protect you, your family members and themselves.

What if my power fails?

There could be a several reasons why you have lost power. Please see our step-by-step guide. Our engineers will come if needed but will ask you some questions before entering your premises so we can take proper safety precautions to protect both you, your family members and our engineers. Call us on 01534 505460.

Who can I talk to about an appliance I bought/ordered from the Powerhouse?

For all retail queries, please call 01534 505460 and follow option 2. You will be re-directed to our Powerhouse helpline so our Customer Care Team can focus on electricity supply enquires.

I’ve ordered an appliance from the Powerhouse. How can you ensure my safety isn’t compromised when it is delivered?

The Powerhouse is now open 9am to 7pm, Monday to Saturday, offering free Island-wide delivery observing the latest social distancing guidelines.

In store, we are adhering to visible safety measures such as perspex screens at our pay zones, PPE and sanitizing in an effort to protect both our customers and staff. You can continue to shop online and Click and Collect .

Speak to Customer Care

If you can’t find the help you need, choose an option below to speak to our Customer Care team.

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Call us on 01534 505460 or arrange a call back for when it suits you.

Request a callback
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Start an email conversation with a member of our Customer Care team.

Email us

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