Monopoly gas provider to reopen public counter

The face-to-face support will be offered at Murdoch House on South Quay

The island's monopoly gas provider is set to reinstate daytime public counter services after they were scrapped in late 2023.

Isle of Man Energy had stopped offering face-to-face services at the reception of its office on South Quay in Douglas after a decline in its use.

The company has confirmed a service desk will reopen on Tuesday at Murdoch House offering support for billing and payment issues, as well as advice on energy saving.

Managing director Aidan Baglow said the decision was based on feedback after customers "explained how much they value face-to-face services" so the firm had "recognised the importance of that".

The energy provider said it had also "significantly invested" in it's website, online account portal and call centre to "ensure that customers can manage their accounts in the most convenient way possible".

Mr Baglow said while more than 60% of customers chose to manage their accounts online, which was preferred by many due to the speed and convenience of access, it was "really important to us that everyone feels supported".

"Particularly those who may not have access to a computer and are unable to use telephone services," he said.

The counter will be open to customers from 09:00 to 17:00 BST Monday to Friday

Mr Baglow confirmed the customer service desk, open to customers from 09:00 to 17:00 BST Monday to Friday, would be "constantly manned".

He said the firm was keen to reopen the service as we "approach the autumn and winter heating season, which can be a worry".

"It's important that we've got as many channels open to our customers as possible," he said.

"It's really about getting a balance of the right service, for the right people at the right time," he added.