Your energy bill
Have a question about your energy bill? The chances are you’ll find the answer here.
- My bill is a lot higher than I think it should be. Is there anything I can do?
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When your next bill is due, we'll send you a meter reading reminder. You can provide us with a meter reading in MyAccount Or by calling our freephone meter reading number: 0800 015 1736. We'll then send you an accurate bill based on those readings.
If you're worried about your energy consumption, you can complete our Online Energy Adviser for a report on your home energy usage and advice on reducing your bills. You should also visit our Energy Saving Tips page for information on how to reduce your consumption or call the Home Heat Helpline on 0800 336 699. This service is open to both customers and non-customers.
- Why have my prices increased on my bill after registering on the Fixed Price Scheme?
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The Fixed Price Scheme works as insurance against any future price increases. These act as an insurance policy against price increases for an agreed period of time. You may find that the prices are slightly higher than a product that does not offer fixed prices.
Once registered, you will start to pay a small increase on the existing prices. The percentage increase varies depending on the Fixed Price Scheme requested.
- My address/name is incorrect on my bill/contract. How do I change this?
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You'll need to contact us. You can do this by Chat, email or phone. Links can be found at the bottom of this page.
- The meter you are billing me for is not the meter at my address. What should I do?
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It may be that the meter was exchanged and we need to update our details. Take a note of the full Meter Serial Number along with any exchange details off any stickers on the meter and call us on 0800 056 7777. We'll look into this and keep you updated with any account amendments.
- I haven't had an accurate bill even though my meter was read by a meter reader. How do I query this?
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When your next bill is due, we will send you a meter reading reminder. You can then submit your meter reading online, by text message (if we have messaged you) or by calling our freephone meter reading number: 0800 015 1736. We will then issue you with a bill based on your actual energy usage.
Alternatively, to query an estimated bill you can discuss this with us on freephone 0800 056 7777.
There are various reasons why we might not have received your meter reading. Sometimes the information on the hand-held device does not match the information held on your account, which means the reading will not be entered onto your account. Occasionally it may be because the meter reading could not be uploaded onto your account in time to be used in your actual bill.
- Why have I not received a paper bill?
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Diferent payment methods have different billing frequencies. For example, Budget Direct Debit customers will always receive an annual statement, but payments will be made monthly. For all payment methods, providing a meter reading will generally produce a bill or a statement.
If you'd like to provide a meter reading, you can visit MyAccount or use our freephone meter reading service: 0800 015 1736. You may also want to visit MyAccount to check your billing preferences. They may be set to email.
- How do I lodge a complaint?
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Please visit the Contact Us pages where you can find the information you need to email us a question or to lodge a complaint.
To get information or advice, you may also contact Consumer Direct on 08454 04 05 06 at any point throughout this process. The helpline is open Monday to Friday 9.00 am to 5.00 pm.
- I get my electricity and gas from another company. Why have I received a bill from EDF Energy?
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If you've not agreed a contract with any of the EDF Energy Sales Team or Advisers, please call us on freephone 0800 056 7777.
- How do I change the account from my partner’s name to my own name?
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Send us written confirmation signed by you and your partner, confirming that you want to transfer responsibility for the account to a new name.
FREEPOST
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Energy, Osprey House
Osprey Road
Sowton Industrial Estate
EXETER EX2 7WN - Why has my Direct Debit payment gone up / down?
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All of our Direct Debit payments are calculated from your usage. If your usage goes up or down, your DD payments will go up or down too. If we haven't got a recent meter reading for you, we will sometimes estimate your readings, which may cause the DD payment to change.
- Why haven't I been billed yet?
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Your billing frequency will depend on your payment method. For example, customers on DD will receive an annual statement from us. Although if you want to provide meter readings up to once a month, these will usually generate a statement. Meter readings can be provided through MyAccount or through our freephone meter reading service: 0800 015 1736.
- Why have I received a bill for an amount to be paid, when I pay by Direct Debit?
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Because you're a budget Direct Debit customer, we'll only bill and review your account on an annual basis. However, when you provide meter readings, we'll create a statement. This may result in us requesting the outstanding amount and amending the Direct Debit amount.
- What is the surcharge that appears on my bill / annual statemment?
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The surcharge is normally the daily Standing Charge, but it may also be for other charges we may need to apply (Gas Transporter charges, charges for missed appointments etc)
- How many bills do I get per year?
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This will vary depending on the payment method you're on. Typically, Budget Direct Debit customers will get an annual statement and pay monthly; whereas customers on quarterly or monthly payment plans will be billed monthly or quarterly.
- Can I view my bill online or via e-mail?
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Yes - you can view and pay your bills online through MyAccount.
- Why have I not received a paper bill?
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You may have been set up to receive your bills and read reminders online. You can check this by signing up to or logging into MyAccount, where you can manage your preferences online MyAccount.
- I moved to EDF energy recently and havent received a bill, why?
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Your billing frequency will depend on the payment method you're on. For example, customers on DD will receive an annual statement from us. Although if you want to provide meter readings up to once a month, these should generate a statement. Meter readings can be provided through MyAccount or through our freephone meter reading service: 0800 015 1736.
If you're a new customer, it may take a little longer than the standard billing frequency for your first bill to come through.
- I havent received a bill but I have been asked to pay a "standard payment amount" what is this?
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If we haven't got a meter reading for you, we'll ask for a standard payment amount. This is the cost of what we expect you to use in a year divided into equal payments. You can either choose to pay this or provide a meter reading, in which case we can bill you for the full amount you owe for that period.
- My Account is in credit. Can I have a refund?
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If you've recently received a bill for an accurate reading then give us a call to discuss it. If you haven't had a bill for over a month, your account may show as in credit if you've been making payments since your last bill. We'll need to keep your account up to date to know what the remaining credit/balance is before we can discuss a refund so please call us on 0800 056 7777 with your current readings.