your Account

You can call us on 01481 822715, email manager@alderney-elec.com, or visit us in person. Full contact details and opening hours are on our Contact page.

Email manager@alderney-elec.com with the page address and a brief description of where the broken link appears.

Our office is at Maison des Venelles, Venelles des Gaudion, Alderney, GY9 3TW. We are open Monday to Friday, 8:45am to 1:00pm.

Monday to Friday, 8:45am to 1:00pm.

Alderney generates its own electricity using diesel-powered generators. The island operates as a fully self-contained system with no connection to a wider grid. We are working to increase the contribution from renewable sources over time. You can read more on our How electricity works and Road to renewables pages.

Becoming more self-sufficient is a central part of AEL's long-term plans. Moving away from diesel generation requires significant investment in renewable generation, battery storage, and grid infrastructure. We are making steady progress and you can read more about our plans on the Road to renewables page.

For the foreseeable future, yes. Diesel generation remains essential to guarantee a reliable supply on an isolated island system. As renewable generation and storage capacity grows over time, the role of the power station will change. You can read more on the Road to renewables page.

Contact us on 01481 822715 or email manager@alderney-elec.com.

Visit our Set up DD/SO page or call us on 01481 822715 and we will walk you through it.

Visit our New account page or contact us on 01481 822715. We will ask for your details and property information, and explain the deposit and payment arrangements.

Contact us on 01481 822715 or email manager@alderney-elec.com and we will set up a delivery schedule that suits you.

Yes. Visit our Pay a bill page to make a payment by credit or debit card. You will need your surname, account number (or first line of address), and the amount you want to pay. You will be redirected to our secure payment provider, WorldPay, to complete the transaction. We only accept GBP payments.

Yes. Visit our Pay a bill page. This covers both electricity and oil accounts.

If tariff rates have changed, your standing order may no longer accurately cover your usage. We will write to you if an adjustment is recommended. If you are unsure, contact us on 01481 822715.

Contact us on 01481 822715 or visit our Set up DD/SO page.

A standing order is the most common payment method for ongoing electricity accounts. Visit our Set up DD/SO page or call us on 01481 822715 and we will help you get this set up.

Please contact us as soon as possible. We would rather hear from you early so we can discuss your options. Call us on 01481 822715 or email manager@alderney-elec.com.

If you are concerned about how a change in tariff rates affects your bill, please get in touch. We can help you understand what the change means for your account and whether a different tariff or payment arrangement might help.

A credit balance can build up if your standing order is set higher than your actual usage. Contact us on 01481 822715 and we will review your account. If a refund or adjustment is appropriate, we will arrange it.

Contact us on 01481 822715 or email manager@alderney-elec.com with your previous address and we will look into it.

Your standing order may not fully cover your usage, particularly if your consumption has increased or tariff rates have changed. Contact us on 01481 822715 and we can explain the difference and help you adjust your payments going forward.

Start by submitting a current meter reading via our Submit a meter reading page so we can confirm whether the bill is based on actual or estimated consumption. If you still believe there is an error, contact us on 01481 822715 and we will investigate.

Most accounts are billed quarterly, though billing may be weekly or monthly in some cases. If you are unsure of your billing frequency, contact us on 01481 822715.

At present, the carbon benefit is limited because Alderney's electricity comes mainly from diesel generation. As more renewable energy comes online, running a storage heater on lower-rate electricity will become a lower-carbon option. You can read more about our plans on the Road to renewables page.

Yes. Visit our Home energy guidance page for information on heating, hot water, and cooking options, or contact us on 01481 822715 to discuss your specific situation.

On Alderney, electricity is currently generated mainly by diesel, so electric heating is not necessarily lower in carbon than oil or gas at this point. However, as the island's generation mix shifts towards renewable sources over time, the carbon intensity of electricity will reduce. You can read more about our plans on the Road to renewables page.

The only way to know for certain is to assess your existing electrical supply.

If you are considering electric heating, please contact us before purchasing or installing a system. We can review your current connection and advise whether any upgrades are required.

The answer will depend on the type of heating you choose, as different systems place different demands on the electrical network. In some cases, a three-phase supply may also be an option.

Running costs depend on which tariff applies to your heating system and how much energy you use. Storage heating and water heating tariffs have lower unit rates than the standard tariffs, but they require a separate meter and suitable equipment. Download the current tariff schedule for figures, or contact us on 01481 822715 to discuss the likely costs for your property.

If your hot water system is on a lower-rate tariff, electricity is available at specific times of day. A timer ensures your cylinder heats up during those hours, so you get the benefit of the lower rate.

Yes. We can advise on home charging options, suitable tariffs, and what you may need to consider before installing a charger. Visit our Electric vehicles page or contact us on 01481 822715 to discuss your situation.

Contact us before installation begins. We will check that your existing supply can support a charger and advise on any upgrade that may be needed. You can also complete our application for new supply or alterations to start the process.

At present, EV charging uses your existing household electricity tariff.

As the island's electricity system evolves, we are exploring future tariff options that could support off-peak charging and make greater use of renewable generation when available.

Further details will be announced as these plans develop.

The only way to know for certain is to assess your existing electrical supply.

If you are considering electric heating, please contact us before purchasing or installing a system. We can review your current connection and advise whether any upgrades are required.

The answer will depend on the type of heating you choose, as different systems place different demands on the electrical network. In some cases, a three-phase supply may also be an option.

If your existing electricity supply is not large enough to support increased demand, for example from new electric heating, an EV charger, or a solar installation, AEL may need to upgrade the cable serving your property. We will advise you on whether this is needed as part of any application review. Contact us to discuss your requirements.

Complete and submit the Application for New Supply, Additional Load and/or Alterations to Supply (form NAAS01). Forms can be emailed to manager@alderney-elec.com or delivered to our office at Maison des Venelles, Venelles des Gaudion, Alderney, GY9 3TW. If you need help completing the form, call our Electrical Office on 01481 823395.

This refers to the equipment schedule included in the NAAS01 application form. You will need to list all electrical equipment at the property, both existing and new, including load information. Contact our Electrical Office on 01481 823395 for help completing it.

Different heating systems require different amounts of electrical capacity.

Before we can assess whether a supply upgrade is needed, we need to understand the type and size of heating system being installed. This allows us to determine the most appropriate connection and avoid unnecessary costs.

Once your heating system has been selected, we can assess your supply requirements and provide advice on any upgrades that may be needed.

The most effective steps depend on how your home is currently heated and powered. Using more efficient appliances, improving insulation, and making use of off-peak electricity tariffs can all help. Visit our Home energy guidance page or contact us for more specific advice.

Visit our Home energy guidance page for practical tips on heating, hot water, cooking, and appliance use. You can also contact us directly if you would like advice for your specific property.

Visit our Submit a meter reading page and follow the steps. If you would rather call it in, contact us on 01481 822715.

Contact us on 01481 822715 and we will arrange for the meter to be checked. If you request a formal test and the meter is found to be accurate, a testing fee applies. If it is found to be inaccurate, the fee is refunded and your account will be adjusted accordingly.

Your customer account number appears on your electricity bill. If you cannot find it, you can use the first line of your property address when paying online. If you are still unsure, contact us on 01481 822715.

Estimated bills are issued when we do not have an actual meter reading for the billing period. Submitting a regular reading helps avoid this. Visit our Submit a meter reading page.

Give us at least seven days notice in writing before you move. We will arrange a final meter reading and close your account. If you are moving to a new address on the island, we can help you set up a new account at the same time. Contact us on 01481 822715 or email manager@alderney-elec.com.

Contact us on 01481 822715 or email manager@alderney-elec.com with your previous address and we will look into it.

Contact us on 01481 822715 or email manager@alderney-elec.com.

Contact us on 01481 822715 or email manager@alderney-elec.com and we will set up a delivery schedule that suits you.

The cost of fuel on Alderney reflects the challenges of supplying a small, remote island. All fuel must be imported by sea, and the relatively small scale of the market means fixed supply and logistics costs are spread across fewer customers than on the mainland.

Our standard kerosene delivery remains 500 litres. However, we recognise that the continuing rise in global fuel prices has placed genuine financial pressure on some households, and that purchasing a full delivery may not be possible for everyone at the present time.

To help support islanders facing temporary financial difficulty, Alderney Electricity can, in certain circumstances and by prior arrangement, offer a reduced delivery of 250 litres.

This option is intended as a practical support measure for customers who are struggling to meet the cost of a standard delivery and who may otherwise be left without heating or hot water. We kindly ask customers to consider this service in that spirit, as smaller deliveries are significantly less efficient to provide and reduce the availability of delivery slots for others.

If you feel you may need this assistance, please contact our office in confidence and we will do our best to help.

Contact us on 01481 822715 or email manager@alderney-elec.com with the location of the light and we will arrange for it to be looked at.

Check whether your neighbours are also affected, then check your fuse board or trip switch. Check our website or social media channels for updates. If the power is still out, contact us on 01481 822715.

Call us immediately on 01481 822715. If there is an immediate risk to safety, call the emergency services first.

Not at present.

We are working towards future export arrangements, but any export system will need to operate within the technical limits of the island's electricity network.

As Alderney's grid is relatively small, renewable exports must be carefully managed to maintain system stability and reliability. Further information will be provided as these arrangements are developed.

Yes. AEL may decline or require modifications to a proposed installation if it cannot be safely integrated with the island's electricity system. We will always explain our reasons and work with you to find a workable solution where possible.

AEL can design, supply and install solar panels and battery systems. All solar installations on Alderney must be approved and commissioned by AEL before they can be connected. Contact us at the earliest stage of planning.

Contact us before appointing a contractor. We will review your proposals, advise on system size and requirements, and confirm whether any changes to your existing supply are needed. All systems must include battery storage and be commissioned by AEL. Visit our Solar and renewables page for more information or email energy@alderney-elec.com.

Start by contacting us. We will discuss your property, review the proposed system, and let you know what is required before installation can proceed. You can read more about the process on our Renewables page.

Yes. All approved solar installations on Alderney currently require battery storage.

Battery systems help support network stability and allow you to store electricity generated during the day for use when it is needed.

They also help maximise the value of your solar installation by increasing the amount of electricity you can use directly within your property.

The standing charge covers the cost of maintaining the electricity network your property remains connected to, including backup supply for times when solar generation is insufficient. This infrastructure cost applies regardless of how much electricity you draw from the grid.

A smart meter is a modern digital electricity meter that records the electricity used at your property and can communicate meter information securely and accurately back to Alderney Electricity.

This means that, once fully operational, we will be less reliant on visiting properties simply to take routine meter readings.

Smart meters also provide a platform for improved customer information, future tariff options and better understanding of electricity demand across Alderney.

AEL will provide a simple customer guide explaining the basic operation of the new smart meter.

Download this guide here

Separate information can be found here for the Pipit in-home display.

Please contact Alderney Electricity if:

• your supply is not operating normally
• you believe the meter information is incorrect
• your prepayment balance appears wrong
• your Pipit is not working as expected
• you have any concerns about the completed installation

We will investigate the issue and make sure it is recorded and followed up appropriately.

Contact on smartmeters@alderney-elec.com for non-urgent matters.

If you believe that there is an issue requiring immediate attention, please visit our Outage page for more information and how to contact Alderney Electricity in the event of a fault.

If you are unable to find answers to your questions via the Alderney Electricity website, please email Alderney Electricity smartmeters@alderney-elec.com

For urgent enquires call 01481 822715. If your question relates to an appointment, please have your address and appointment information available so that we can help you as quickly as possible.

The engineer will complete the required installation checks and records before leaving your property.

AEL will then verify that:

• the correct meter is recorded against your account
• meter communications are operating correctly
• the required readings have been received
• billing information has been updated correctly
• any prepayment balance has been dealt with correctly where applicable

A smart meter does not automatically reduce the amount of electricity you use.

However, having better information about your consumption can help you understand when and how electricity is being used and may help you identify opportunities to reduce your usage.

Customers who choose to use a Pipit in-home display will be able to see additional information about their electricity consumption.

One of the main benefits of the new meters is that they are capable of sending meter readings remotely.

Once the new system is fully operational, this should significantly reduce the need for routine manual meter readings.

There may still be occasions where AEL needs to inspect or obtain information directly from the meter.

Not immediately.

AEL currently bills customers quarterly. Smart meters will give us the ability to consider moving to monthly billing in the future, which could help customers spread their electricity costs more evenly throughout the year.

Any change to billing frequency would be communicated clearly before it was introduced.

AEL will contact you before we begin installing meters in your area. Your letter will confirm the week commencing in which we plan to replace your meter and will explain how to book your appointment.

You will be able to choose from the available days and morning or afternoon appointment slots. Once you have booked, you will receive confirmation of your appointment.

If you have not booked by the date shown in your letter, an AEL team member may contact you to help arrange the installation. We also intend to send an appointment reminder shortly before the visit.

If the proposed week is not suitable, please contact us and we will work with you to arrange an alternative.

The exact time will depend on the existing installation and whether any unexpected issues are found.

We estimate that a typical installation will take up to 45 minutes to complete.

The engineer will record why the installation could not proceed.

AEL will then determine what needs to happen next. This may involve arranging another appointment, resolving an access issue or dealing separately with more complex or remedial work.

No.

The Pipit is completely optional. Your smart meter will operate normally without one.

The Pipit is intended for customers who would like additional information about their electricity use available inside their home or business.

The Pipit can provide information such as:

• current electricity use
• the cost associated with electricity being used
• historical consumption information
• tariff information
• additional account information where supported

The information available may vary depending on the type of account and the services being provided by AEL.

No. A Pipit is completely optional and your smart meter will work normally without one.

If you would like a Pipit, you can register your interest with AEL here. Where possible, we will arrange for it to be supplied when your smart meter is installed, or afterwards if your smart meter has already been fitted.

To be confirmed.

AEL intends the Pipit to be available as a one-off purchase rather than an ongoing rental.

You can register your interest here to receive a Pipit.

Pipits will be available to purchase directly from Alderney Electricity.

Visit our Pipit 500 webpage for information on how to buy a Pipit.

Information on the Pipit 500 can be found here.

Yes.

Existing card meters are included in the Smart Meter rollout and are one of the priority groups for replacement.

AEL will contact card-meter customers before their meter is due to be changed.

Credit and debt will be transferred to the new meter during the installation process.

You will be able to purchase credit for your prepayment meter online.

In addition, you will be able to pay for credit in person or over the phone at the AEL office during business hours.

Prepayment meters will have an emergency credit function. This is designed so that you do not run out of electricity overnight or during weekends.

Yes.

Properties with private solar PV installations form part of AEL's rollout programme.

Smart meters provide AEL with the technology needed to introduce feed-in or buy-back tariffs for privately generated electricity in the future.

The tariff structure, payment arrangements and introduction date have not yet been agreed.

Any new export tariff would therefore be the subject of separate customer information before being introduced.

Your smart meter sends electricity consumption and meter-related information needed for metering, billing and operation of the smart-meter system.

Information received by AEL is handled in accordance with the Data Protection (Bailiwick of Guernsey) Law, 2017 and AEL's Privacy Notice.

No. Your smart meter records the total electricity passing through the meter. It does not directly identify which individual appliances you are using.

Yes. Protecting customer information is an important part of the smart-meter system.

Electricity consumption and meter-related information is transferred securely to AEL's systems. Information received by AEL is handled in accordance with the Data Protection (Bailiwick of Guernsey) Law, 2017 and AEL's Privacy Notice.

No. Your smart meter does not need or use your home Wi-Fi.

Loss of communications does not automatically mean that the meter has stopped measuring the electricity being used.

AEL can install alternative communications equipment or revert back to manual meter readings in isolated cases.

Please contact AEL and we’ll arrange another suitable appointment for you.

A Pipit 500 is an optional in-home display that communicates with your smart meter.

It can provide information about your electricity use without you having to go to the meter itself.

Before replacing your meter, the engineer will check that the work can be carried out safely.

If they find an existing fault or unsafe condition that prevents the meter from being changed, they will explain the issue to you and the installation may need to be postponed.

Where further electrical work is required, this will be discussed with you separately before the meter replacement is rearranged.

Please tell AEL when you receive your appointment information.

This will allow us to understand your circumstances and make appropriate arrangements before the planned supply interruption.

Where necessary, your requirements will be considered when arranging the timing and approach to the installation.

AEL engineers attending customer properties will be wearing AEL branded clothing and will be driving an AEL vehicle.

If you are ever uncertain about someone claiming to be working on behalf of Alderney Electricity, contact us before allowing access.

Please make sure the meter and the area immediately around it can be accessed safely. Turn off any sensitive electronic equipment, save work on your PC if you are working from home.

If there are any particular access requirements, medical considerations or other circumstances that AEL should know about, please tell us when confirming your appointment.

Yes.

Your electricity supply will need to be switched off for approximately 30 minutes while the old meter is safely removed and the new meter is installed and tested.

The engineer will explain the interruption before switching off your supply.

Not necessarily.

If you are a credit customer, we will ask when you book whether you expect to be at home and whether you give AEL permission to access your meter if you are away.

Prepayment customers should be present when the meter is changed so that our electrician can explain the new top-up process and make sure you are comfortable using the new system.

If you need to change your appointment, please use the details provided with your booking confirmation or contact AEL and we will arrange an alternative.

AEL will contact you before work is planned at your property.

We will explain what is happening, provide information about the proposed appointment and tell you how to contact us if the appointment needs to be changed.

Yes. One of the advantages of the new metering system is that it gives AEL greater flexibility to develop tariffs in the future.

These could potentially include tariffs that vary according to when electricity is used, as well as export or buy-back arrangements for customers who generate electricity from renewable sources.

No customer will be moved onto a new tariff without being informed of the arrangements that apply.

No, your current tariff will remain the same.

The new system will, however, give AEL greater flexibility to introduce different types of tariff in the future.

Any future tariff changes would be communicated separately.

mart meters can provide a number of benefits, including:

• more accurate and timely meter information
• less reliance on manual meter readings
• improved information about electricity consumption
• better management of prepayment accounts
• the ability for AEL to consider more frequent billing in the future
• the ability to introduce more flexible electricity tariffs in the future
• improved information to support renewable generation and network planning

Customers will also have the option to purchase a Pipit in-home display, which can provide additional information about their electricity use.

No, the meter is AEL property and there is no fee associated with having your new meter.

Existing meter rental fees apply.

Many of Alderney’s existing electricity meters are older analogue meters that rely on manual meter readings.

Replacing them with smart meters will modernise our metering system and help us provide a more accurate, efficient and flexible service.

The new meters will also support the future development of Alderney’s electricity network, including increasing levels of renewable generation.

If you are unsure whether your tariff is the best fit for your usage, contact us on 01481 822715. We are happy to review your account and advise.

Exporting electricity to the grid is not currently available as a standard arrangement on Alderney. We are working towards making this possible as the island's energy system develops. Contact us if you would like to know more.

At present, EV charging uses your existing household electricity tariff.

As the island's electricity system evolves, we are exploring future tariff options that could support off-peak charging and make greater use of renewable generation when available.

Further details will be announced as these plans develop.

Choosing the best tariff for your circumstances is sometimes confusing.  We're hoping to make this simpler next year.  For now, the right tariff depends on a combination of factors, like: your usage, how your home is heated, its thermal efficiency, and whether you live on the island full time.  For most households, the main choice is between Tariff A (a higher unit rate but no standing charge which is better for lower or seasonal use) and Tariff C (a lower unit rate with a standing charge based on property size, which can be better for full-time residents).  There were also lower-rate tariffs for water heating and storage heating, which require a separate meter but these are no longer available to new customers.

Take a look at our current tariffs or contact us on 01481 822715 and we will help you work it out.

Storage heating uses a lower-rate tariff and requires a separate meter. Water heating also uses a separate lower-rate tariff. Both require suitable equipment to be in place. Contact us on 01481 822715 to discuss your specific setup and whether your property can take advantage of these tariffs.