Isle of Man Energy statement on debt recovery

We have issued disconnection notices to a small number of our customers. This is part of our usual business processes. Receiving a disconnection notice is, understandably, worrying. We want to ensure that all our customers are aware this is very much a last resort, and we want to be clear that if they are at all concerned to contact us on 01624 644444 or they can email us at hello@islandsenergygroup.com. We will do all we can to help resolve the situation.

The vast majority of our customers are up to date with their accounts and this process has impacted 0.5% of our customers in the IOM.

To date we have agreed revised payment plans for over half of the customers that have received a disconnection notice and contacted us. We are working closely with Government to ensure that we share information on priority care customers that have registered with us, and that we can pass on vulnerable customer details to the correct government departments who may be able to assist with hardship funds and other support.

• We want to do everything we can to be clear on the process and how we can help

• We are contacting customers that have debt that between six months and a year old. We want to ensure that they do not fall further behind on payments

• The debt repayment letter is the third letter that customers will have received asking them to contact us to talk about managing their payments

• There is a 30 day period between the initial letter and the final communication asking them to contact us

• There is a seven-day period between the receipt of the final letter and the disconnection taking place

• Our call centres are operating as usual, and we have not seen any increase in volume so customers should be able to get through to talk to someone within a few minutes

• Our billing systems have been operating well for over six months so customers should have received up to date and accurate bills

• We have agreed revised payment plans for over half of the customers that have contacted us to manage their debt, and it’s important that customers to call us so they do not fall further into arrears

• We do not carry out disconnections on a Friday to ensure that all customers have the chance to contact us

• We offer revised payment plans from six months and in exceptional cases over 12 months

• We would advise customers to set up a Direct Debit to ensure that they are making regular payments to avoid getting into arrears

• We regularly review Direct Debit payments to ensure that accounts are kept up to date and customers do not fall into arrears

Our advice to anyone struggling with their bills is to get in touch. They may be eligible for our Priority Customer Care service, or they might want to find out about how they can apply to the one of the debt relief charities we support in the Isle of Man.

Please contact us on, 01624 644444 or customers can email on hello@islandsenergygroup.com where you can talk to one of our customer services teams who will be able to help.