For home For business Trade Investors About us Careers
Topup.je Powerhouse Accessibility
Jersey Electricity Logo
Tariffs Home solutions Electric transport Help
Manage account Login to My JE

Electric transport

Jersey's move to electric is gathering speed. Join the conversation and learn more about making your own move to electric transport.

Electric cars & vans
Ebikes and electric motorbikes
Charging
Evolve Public Charging
Home Charging
Set up guide

Login to My JE

Back

For home

Tariffs
Home solutions
Electric transport
Help
Manage account
Login to My JE
Back

Help

Bills & payments
EHC Eco Save Heater guide
Moving home
Switching to electric
Smart meters & PAYG
New builds & renovations
Renewable systems at home
Saving energy
Powercuts
Customer Charter and Standards of Service
My JE App FAQs
Back

For business

Business solutions
Commercial tariffs
Manage a business account
Help & advice
Back

Help & advice

Commercial renewable systems
Moving premises
Commercial new builds & renovations
Powercuts
Saving energy
Back

Trade

Installation advice
Forms, documents & drawings
Back

Installation advice

New supply & metering
Installing heating solutions
Fuel switching
Embedded generation

Our commitment to you

We will at all times:

  • Be courteous, willing to help and be responsive to your needs.
  • Treat you fairly, openly and professionally.
  • Provide timely, clear and honest advice.
  • Aim to provide you with timely and accurate invoices.
  • Demonstrate a high level of professional competence in providing advice on our services.
  • Aim to resolve any concern or complaint as quickly as possible and keep you abreast of progress.
  • Use your feedback to improve our products and services.
  • Do our utmost to ensure your safety, that of the community and our staff.
  • Help you to use our products efficiently, including providing free advice to help reduce your energy use.
  • Assess whether you are on the correct tariff, taking account of your past usage and your views on your future consumption.
  • Give customers with special medical needs, who have registered for our 'Extra Care' Service, the highest priority.
  • Meet or exceed our Standards of Service.

Help us to help you

  • Please have your Customer Number and Premise Number to hand when you contact us. (These can be found at the top right of your bill)
  • Don't delay: Contact us as soon as you have a problem so we can resolve it quickly.
  • Our employee will volunteer their name, so keep a record of who you speak to and when, along with any reference numbers they give you.
  • If you feel you need to speak to someone more senior, please ask to speak to a Supervisor or the Customer Service Manager.
  • We welcome your feedback. So please let us know how we are doing. Your compliments or complaints, will help us learn and improve.

Download our Customer Charter & Standards of Service

Customer Charter & Standards of Service

2mb
Download

Speak to Customer Care

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

Phone Graphic

Phone

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

Request a callback
Email Graphic

Email

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

Email us

Your Customer Number

Your 5 character Customer Number can be found in the top right and bottom left corners of your bill.

Example electricity bill with the customer number highlighted

Daily Service Charge

The Daily Service Charge covers energy support services such as metering, billing, Customer Care, safety obligations and other energy support services.

Off-peak

Off-peak means not at the most popular time. Some of our tariffs provide discounted rates at off-peak times - for example, during certain periods at night.

Off peak charging times

Our current off peak electric vehicles times are from 00:00 to 06:59.

Dedicated supply circuit

A dedicated supply circuit is an electrical circuit that is set aside for a specific purpose, such as powering a boiler. It will work with a single appliance only.

It will have its own circuit breaker in your fuse box, and no other device or appliance will be able to draw power from it. A dedicated supply circuit ensures that appliances can draw the current they need without overloading your system, blowing a fuse or tripping an electric circuit.

Invoice Number

This can be found on the top right corner of your bill here

Example electricity bill with invoice number

Premise Number

This can be found on the top right corner and bottom left corner of your bill.

Example electricity bill with premise number highlighted

Payment Slip

This can be found at the bottom of your bill here

Bill payment slip example

Peak Load

Peak load or peak demand is a short period when the demand for electricity is at its highest.

Kilowatt Hours

Electricity consumption is usually measured in kilowatt hours, or kWh for short. Each kWh of electricity equates to 'one unit of electricity' for billing purposes. A 1kW (1,000 Watts) appliance in use for one hour = 1kWh (one unit). The cost per unit used depends on which tariff you are on.

Three phase

Residential homes are usually served by a single-phase power supply, while commercial and industrial facilities usually use a three-phase supply.

One difference between single-phase and three-phase is that a three-phase power supply better accommodates higher loads. Single-phase power supplies are most commonly used when typical loads are lighting or heating, rather than large electric motors.

Another important difference between 3-phase power and single phase power is the consistency of power delivery. Because of the variations in voltage, single-phase power supply does not offer the same consistency as a three-phase power supply. A three-phase power supply delivers power at a steady, constant rate.

kVA

A kVA is simply 1,000 volt-amps. A volt-amp, or ampere, (VA) is the voltage times the current feeding an electrical load.

Embedded generator

Embedded generators like wind turbines and solar panels are connected to your electricity supply and provide electricity for onsite use. They also have the capability to export back to the grid.

Smart Card Number

Your Smart Card Number is the 19-digit number displayed below the barcode on your Smart Card.

The Smart Card Number also contains your six-digit Meter Number that is also displayed on your meter. You need this to top up a Smart Pay As You Go Meter whether at a Payzone outlet or online.

Example of Smart card for meter charging

Smart Card

A Smart Card contains your unique Smart Card Number used when topping up a Smart Pay As You Go Meter.

Example of a smart card for meter charging

F-Credit

F-credit is a Pay As You Go meter display and means Friendly Credit. It is the period between 9pm and 8am. If the credit on your meter runs out during this period, your supply will remain on until 8am.

Decarbonise

The process of reducing carbon by replacing fossil fuels with fuel that is less harmful to the environment such as low-carbon electricity.

Regenerative braking

With conventional braking systems, the kinetic energy that was propelling the vehicle forward gets converted to unwanted and wasted heat by the friction of the brakes.

Regenerative braking recaptures much of the car's kinetic energy and converts it into electricity, so that it can be used to recharge the car's batteries.

In addition to improving the efficiency of a vehicle, regeneration can significantly extend the life of the braking system, as the mechanical parts will not wear out as quickly.

Power factor

Power factor is the ratio of useful power in kilowatts (kW) to apparent power, measured in kilovolt amperes (kVA). A perfect power factor would be 1.0, however in reality this is almost impossible to achieve. Office buildings are usually between 0.98 and 0.92. Bad power factor is anything below 0.85.

Electric flow boiler

Electric flow boilers are simple to install, quiet in operation, 100% efficient and integrate into most existing radiator or underfloor piped systems. Plus, with no flue or storage tank, an electric boiler is a space-saving option that can be installed almost anywhere in your home.

Approved heating system

A heating system, approved by Jersey Electricity, on a dedicated supply for use on one of our discounted heating tariffs.

To learn more about what's required for an approved heating system, view our current approved heating guidelines.

20-digit payment code

The 20-digit payment code is issued with your receipt for a Pay As You Go (PAYG) meter top-up. If your meter did not charge automatically, you can do it manually with the payment code. Press button A on your meter then key in your 20-digit payment confirmation code on the meter keypad, then press button B. Your meter will recognise the amount paid and charge accordingly.

Single phase

Single-phase power supplies are most commonly used when typical loads are lighting or heating, as in a domestic home, rather than large electric motors and higher loads. Single-phase power is a two-wire alternating current (AC) power circuit.