Operational performance and customer metrics
JEL’s operational performance in FY25 was strong. Customer Minutes Lost (CMLs) improved
to 7.7 from 9.5 in FY24 (excluding Storm Ciaran), while Customer Interruptions fell
to 13.7 from 19.3. These metrics remain significantly better than comparable jurisdictions
and reflect decades of disciplined network investment. The slight increase in planned
customer interruptions was attributable to necessary network isolations as part of
the Big Upgrade.
Unit sales of electricity rose 1.1% to 616m kWh (FY24: 609m kWh), driven by colder
winter conditions and continued electrification in heating and transport, offset by
improvements in energy efficiency. Peak demand reached 155MW, down from 163MW in FY24.
The number of customers increased to 54,302 from 53,726, with 24,256 customers now
on discounted heating tariffs (FY24: 23,657), reflecting ongoing fuel switching activity.
Customer satisfaction remained solid with a customer service score of 75.4, down marginally
from 77.5 in FY24, primarily due to the timing of the January 2025 tariff increase.
JEL ranked second out of 35 utilities in the Institute of Customer Service survey,
placing the company in the upper quartile for the sector. The Think Customer initiative,
launched in November 2024 following insight from more than 1,000 customer survey responses,
is designed to embed customer-centric principles across the organisation.
Divisional performance
Energy: The energy business generated revenue of £118.5m (FY24: £108.1m) and operating profit
of £12.7m (FY24: £13.0m). The year-on-year revenue growth reflected the January 2025
tariff adjustment and higher volumes, while the modest decline in operating profit
was attributable to increased wholesale energy costs and operational expenses associated
with the capital programme. JEL imported 93.7% of Jersey’s electricity requirements
from France (FY24: 94.5%), with 5.3% sourced from the Energy from Waste plant (FY24:
5.1%) and 1.0% generated on-island from solar and oil-fired generation (FY24: 0.4%).
The return on energy assets of 7.4% in FY25 (6.4% on a five-year rolling basis) demonstrates
that JEL is delivering returns within its target range despite the significant capital
investment programme and provides confidence that the user-pays tariff model continues
to function effectively.
Powerhouse: The retail business reported revenue of £18.1m (FY24: £17.9m) and operating profit
of £0.3m (FY24: £0.6m). The reduction in profitability reflected exceptional costs
linked to ongoing transformation projects, including the migration to Adobe Commerce
and implementation of LS Central, which are expected to deliver long-term commercial
and operational benefits. The expanded electric bike sales area delivered Powerhouse’s
best-ever performance in e-bike sales despite broader market pressures, cementing
its position as the island’s leading e-bike retailer. The refreshed showroom layout
and dedicated demonstration areas have enhanced customer engagement and should support
improved conversion rates.
JEBS: Jersey Electricity Building Services (JEBS) reported revenue of £4.7m (FY24: £4.8m)
and broke even at the operating level (FY24: £0.2m profit). Performance was affected
by the one-off realignment of annual leave entitlement for employees and weaker-than-expected
results in amenity lighting. However, JEBS completed 246 fuel switch acceptances during
the year, including 47 air source heat pump installations, representing a fivefold
increase in heat pump adoption year-on-year. This growth reflects rising customer
demand for low-energy solutions and the effectiveness of the GoJ’s Low Carbon Heating
Incentive. JEBS also expanded Jersey’s electric vehicle (EV) charging network, installing
150kW ultra-rapid chargers at St Aubin and Gorey Hill, a 50kW rapid charger at Goose
Green Car Park and 128 home EV chargers across the island, supporting the transition
to electric mobility.
Property: The property division delivered a profit of £1.3m (FY24: £0.9m), excluding revaluation
movements. The overall value of the portfolio fell by £0.9m to £25.8m, reflecting
broader conditions in the local property market rather than any specific operational
issues. The portfolio comprises the B&Q store and medical centre at the Powerhouse
site, along with 29 privately rented houses and flats. Near-full occupancy of the
residential portfolio by year-end and the letting of additional commercial space drove
the improvement in underlying profitability.
Other businesses: Jersey Energy, the group’s mechanical, electrical and plumbing consultancy, successfully
completed the first year of its five-year business growth plan, exceeding budgeted
profit margins through new client relationships across Jersey and Guernsey, improved
team productivity and more efficient project delivery. Major projects included The
Limes (127 new apartments for Andium Homes), a telecoms data centre refurbishment
and ongoing design work for Jersey Water headquarters and Ports of Jersey infrastructure
improvements. Jendev continued to support the group’s billing platform customers and
is focused on transitioning to the Microsoft Business Central stack to align with
industry trends.
Defined benefit pension scheme
JEL’s defined benefit pension scheme, which closed to new members in 2013, reported
a surplus of £27.3m before deferred tax at 30 September 2025 (FY24: £28.0m), equivalent
to £21.8m net of deferred tax (FY24: £22.4m). The scheme surplus decreased by £0.6m
during the year, with liabilities falling by approximately 7.7%, while assets decreased
by 6.4%. Discount rates decreased from 5.1% in FY24 to 5.9% in FY25, while Jersey
Retail Price Index-linked inflation remained constant at 3.6%.
During FY25, the trustees proposed a one-off increase to pensions in payment of 3–12%
(dependent on the date of retirement), approved by the board. The resulting past service
cost of approximately £3.0m has been recognised as a one-off charge to the FY25 income
statement under IAS 19. The latest triennial actuarial valuation, effective 31 December
2024 and finalised during FY25, confirmed a surplus of £11.7m on a funding basis,
reaffirming the scheme’s robust position. The company contribution rate remained at
20.6% until December 2025.
The scheme continues to employ a liability-driven investment strategy to mitigate
mismatches between asset and liability values caused by changes in interest rates
and inflation. The trustees insure certain benefits payable on death before retirement.
Given the nature of the pension arrangement and the risks associated with a growing
interest rate environment, the pension surplus is excluded from our enterprise valuation
of JEL, consistent with our previous approach.