Here we have compiled answers to the questions we most commonly hear at EDF Energy. We hope you find them to be useful.
Understanding your bill
What tariff am I on?
Your tariff can be found on your bill under the heading 'Electricity you have used'.
How do I know when my off-peak/night rate/Economy 7 starts and finishes?
Your Economy 7 hours vary depending on your meter and the area in which your business operates. You will receive 7 hours at the low night rate between 12.00am and 8.00am.
What options are available for payment terms?
You need to pay your bill by the bill due date, which can be found on the first page of your bill, unless you have agreed to pay monthly by Direct Debit. Please note that certain products require monthly payment by Direct Debit, please be sure to check when you sign up. You may also benefit from 7% Direct Debit saving.
Why do I sometimes receive an estimated bill?
At EDF Energy, we aim to obtain at least 1 actual meter reading every 12 months, including meter readings taken by customers themselves. At other times, we may provide you with a bill based on an estimate. Estimates are based on your past energy consumption. At all times, we do everything possible to ensure absolute accuracy. If you receive an estimated bill that you feel is not accurate, please contact our business team on 0800 096 2255(1) with your own meter readings and we will be more than happy to amend your account. To submit your reading, visit Submit a meter reading.
Why does my bill show a charge for the Climate Change Levy (CCL) and what is it for?
Climate Change Levy (CCL) is a UK government tax imposed on certain supplies of energy (primarily electricity, gas, coal, coal products and LPG). The tax forms part of the government’s energy efficiency programme, designed to help reduce greenhouse gas emissions. CCL was implemented on the 1st April 2001 and affects most businesses and public sector bodies that pay VAT at the standard rate on their energy bills. CCL only applies to the amount of energy supplied; it does not apply to non-energy components of a bill, such as fixed, availability or transportation charges. Suppliers of the specified fuels are required to collect the levy on behalf of HM Revenue and Customs. EDF Energy acts purely as a tax collector and makes no money from the levy.
Why does my bill cover a period I have already been billed for?
Occasionally, we may need to cancel an existing bill and re-bill your account for a specific period of time. This usually happens when an accurate meter reading is provided to replace the estimated figure used in the original bill. The credit for the cancelled bill will show on the replacement bill. If you receive an inaccurate estimated bill and would like to submit your own meter reading, visit Submit a meter reading.
Why does my bill sometimes show VAT at different rates?
In line with current legislation, the VAT rate is applicable to business or non-domestic supplies is partially dependent on the amount of energy consumed. Supplies using 33 units or less (electricity) or 145 kWh or less (gas) per day during the bill period will be charged the reduced rate of VAT. Supplies using more than 33 units / 145 kWh per day will be charged the standard rate of VAT (subject to any VAT declarations submitted).
If your energy consumption is around 33 units / 145 kWh per day, or if you would simply like to reduce your energy consumption, check out our energy efficiency tips.
Price changes for your business
Do I need to read my meter on the day of the energy price change?
No, we will estimate your consumption on the day of the price change and charge the electricity used up to that date at the old prices. The energy used after that date will be charged at the new price.
What can I do about future price rises?
We have designed our tariffs to ensure they suit your individual business needs and the hours that you operate. To find out about other products or services, please call our dedicated business team on freephone 0800 096 2255(1)
Are you still competitive?
We strive to be competitive and have a range of tariffs to meet the needs of our customers. We update our contract tariff prices monthly to ensure they’re competitive.
How can I keep my costs down?
We offer energy efficiency advice and information free of charge. For more information, you should visit our energy efficiency pages or use our free energy efficiency audit Business FIt, which will give you lots of practical advice on your energy costs.
Tariffs, contracts and account management
What is the charge per unit (Unit Rate)?
We have a variety of contract types available for your business. Unit charges relate to the amount of electricity you actually use. The charge for each unit differs depending on your:
- Meter type
- How much energy you use
- The length of your business contract
Are there any fixed or standing charges?
Yes, all of our Business Electricity contracts have a standing charge. The standing charge (Fixed Daily Charge) is constant, no matter how much electricity you use. This is because there are certain fixed costs involved in providing you with electricity. You can find more about what costs make up your energy bill here.
Are the charges fixed or variable?
This will depend on the type of contract that you sign - see question 'Can the price I pay for energy change during the life of the contract?'
Can the price I pay for energy change during the life of the contract?
This depends on the type of business contract that you have signed up to. We offer a fixed price contract where the price is fixed for the initial agreed fixed price period (from 1 to 4 years). We also offer a variable price contract where the price of your energy can change at any time, but we will give you 30 days' notice of any changes.
If so, how will I be told about this or any other changes to the contract?
All business customers that have signed up to our fixed price contracts will be notified by post about 10 weeks before the fixed price period is due to end. In this letter, we will offer you new prices that are fixed for the next 12 months (called Easy Fix). If you choose to renew we'll advise you of any changes to your Terms and Conditions.
If you are on a variable price contract, we will give you at least 30 days' notice of any changes to your prices.
How long are my prices fixed for?
We offer businesses a variety of fixed term contracts that you can sign up to. This will be made clear when you sign up.
Will you remind me of the Fixed Term Period end date?
About 10 weeks before the end your Fixed Term Period, we'll write to you with your 12 month fixed price renewal offer, called Easy Fix. As we have a range of tariffs available, you can also call us to see if we have a contract more tailored to your energy needs. We'll also remind you of the date by which you need to provide your notice if you do not wish to renew with us. You will also find your Fixed Term Period end date on your bills.
What happens at the end of my Fixed Term Period?
If you choose to automatically renew, we'll apply our Easy Fix product from the end of your existing Fixed Term Period. You'll then be free to change your tariff at any time. You'll also be able to leave EDF Energy so long as you give 30 days notice, agree an up to date meter reading and clear any outstanding balance.
What can happen at the end of my Fixed Term Period if I choose not to renew?
If you give us notice to leave before your Price Review Notice date (this is 30 days before the end of your agreed Fixed Term Period), you will be free to transfer to another supplier after your Fixed Term Period has ended, so long as you have cleared any outstanding balance. If your notice is received later than this, it will be treated as a 30 day notice period. During this time you will renew on to your new Easy Fix prices until the 30 day notice is complete.
If you give us notice to leave, but then do not transfer to another supplier, you will be placed on to our Extended Supply prices until you either leave or agree a new contract with EDF Energy. These prices are variable and typically higher than our fixed prices.
What do I need to do if I don't want to renew my contract?
If you don't want to renew your contract with us, you need to give us 30 days notice before your Fixed Term Period end date. If your notice is received later than this, it will be treated as a 30 day notice period and you may renew on to our Easy Fix prices until the notice is complete.
How can I provide notice that I want to leave EDF Energy?
- By phone on 0808 101 4276 (lines open Monday to Friday, 8am to 5pm)
- By fax on 01903 283716
- In writing to: FREEPOST: EDF ENERGY – PLYMOUTH
Please include your account number and contact details with your notice. Sending your notice to any alternative address will result in a delay to your notice being received.
What do I have to do if I want to end the contract early?
Early Termination Fees may apply if you want to end your contract before your Fixed Term Period end date.
- Easy Fix and New Start and Freedom for business - there are no termination fees. If you are on our Easy Fix tariff you are free to transfer your supply to another supplier at any time, so long as you give 30 days' notice, agree an up-to-date meter reading and clear any outstanding balance.
- Fixed Term contracts - We may charge an Early Termination fee. This is worked out by applying a charge per kWh to your estimated annual consumption in our system. This is then multiplied by your total agreed Fixed Term Period (whole years). Details of how this is calculated are set out in clause 6.4 of your Terms and Conditions.
How and when do I contact you if I wish to switch energy supplier?
You will need to give us notice as per your Terms and Conditions. If you have signed our Fixed Term contract, we will object to any request to transfer before your Fixed Term Period end date.
In what circumstances can you stop me switching to another energy supplier?
This will depend on the contract that you have agreed. In all cases we may object to you leaving if you have an outstanding balance with us.
- If you have signed up to our Fixed Term contract, we will object to you switching your energy supply if you are leaving before your Fixed Term Period end date.
- If you have automatically renewed on to Easy Fix, we require 30 days' notice and an agreed meter read.
- If you are on a variable price contract, you do not need to provide notice to leave.
I have a Prepayment meter. Can I fix my prices?
Unfortunately at this time we do not have a fixed price contract available to Prepayment business customers.
How do I change from a prepayment meter to a credit meter or vice versa?
To change to a prepayment or credit meter, you need to call our Customer Services team on 0800 096 2255(1) . If you change to a credit meter, you must return your EDF Energy prepayment card or key to us. You can give it to the person who comes to change your meter or send it once your meter has been replaced to: FREEPOST: EDF ENERGY – PLYMOUTH
When you choose a prepayment meter, there are certain things you agree to do at time of booking the appointment;
- Keep the meter for at least 12 months
- Allow us to access the meter and your account
- Allow us to carry out occasional checks on your meter. (We will send you a statement of your prepayment meter use at least once a year)
- Allow us to set your meter to collect any debt you have with us, at an agreed rate over a reasonable period of time. If you do not contact us to discuss this, or respond when we try to get in touch with you, we will set an amount and tell you what it is
On occasions you may incur extra costs if we are unable to gain access to the metering equipment as agreed with you.
Appointment timescales will vary depending on the availability of engineers in your area but our Customer Services team will provide you with dates & times when you contact us.
Who can I contact to find out more information about my contract?
If you have any questions about your EDF Energy business contract please call us free on 0800 096 2255(1) and our dedicated business team will be happy to help. We’re open Monday to Friday 8am until 6pm.
What information will they need to look up my details?
When you call please have ready your EDF Energy business account number which can be found at the top of any letter/ bill sent to you. We may ask you additional security questions.
Under what circumstances can my energy supply be cut off?
We’ll only disconnect your supply in exceptional circumstances, this may only be for a short time if there is an issue in your area with the supply. We may disconnect your energy supply for non payment. You can avoid this by getting in touch with us as soon as possible to do one of the following:
- Pay your bill in full
- Agree an arrangement to pay
Making changes to your details
Do you offer a Live Chat service?
Yes. We have a dedicated Live Chat team that you can contact through MyAccount. To log in or register for MyAccount go to www.edfenergy.com/myaccount-sme
What information do you need when I move location?
Moving is already such a stressful and busy time, so we want to make it as easy and simple for you as we can. As EDF Energy operates nationwide, you could continue to enjoy our outstanding service wherever your business moves to.
If you have at least 5 months remaining on your existing contract we may be able to transfer it with you to your new premises. You'll need to discuss your meter type and location with one of our business advisers.
Call 0800 404 7413(1). We're open Monday to Friday between 8am and 5pm.
How do I change my bank account details?
To change your bank account details with us you need to call us on 0800 096 2255(1). We’re open Monday to Friday 8am till 6pm
For your security we do not amend Direct Debit details via e-mail or MyAccount.
How do I change how many bills I get per year?
We offer three different bill frequencies to allow you to choose the one that suits you:
|Payment Methods||Payment Frequency||Type of Bill||Frequency of Bill||Terms of Request|
|Budget Monthly Direct Debit||Monthly||Annual statement||Annually||A statement can be requested throughout the year with the submission of a meter reading.|
|Quarterly||Every three months||Quarterly bill||Every three months||This will be processed on receipt of a meter reading.|
|Monthly||Every month||Monthly bill||Every month||This will be processed on receipt of a meter reading.|
Please Note: Budget Monthly Direct Debit customers will get at least one annual statement and pay monthly.
Customers paying via a Quarterly payment plan will be billed every three months on receipt of a valid meter reading, whilst somebody paying via a whole amount Monthly payment plan will be sent read reminders every month so they can be billed up to date each month.
If you wish to change your current bill frequency please contact us and we will be happy to help you.
Managing your account
I've heard I can provide my meter readings by photo. How does this work?
We have proudly launched the latest version of our EDF Energy app, with a UK first – photo meter readings. The introduction of photo meter readings to the app underlines our commitment to simplicity and better customer service. In this latest update, we have dramatically improved the meter reading experience for thousands of customers, by allowing you to take and submit photos of your meters. No longer does a customer have to try to understand or interpret what a meter is telling them. All they need to do is take a picture of the meter and submit it – we'll do the rest.
Once submitted, you can keep track of your photo meter readings in your meter reading history. You can still enter manual meter readings using the app if you want to, but we're making it even easier for you. By getting accurate meter readings, you will receive accurate bills and only pay for the energy you use.
The EDF Energy app is now available via android devices in addition to the iPhone and iPad. If you have an iPhone or iPad, download our latest app from the iTunes store by searching for 'EDF Energy' and you can use it to enter photo meter readings.
If you are an android user, you can download the app free of charge from the Google Play store.
How can I provide meter readings to you?
The best way to provide a meter reading is through MyAccount – it’s quick, easy, and once you've submitted it your meter reading you'll have access to other useful features such as balance checks.
- Login to your online account or if you're not registered and we're supplying your home, register now then login. Remember to have your account number to hand.
- Go to ‘submit a meter reading’ in the left hand navigation menu
- Using the EDF Energy mobile App:
- Giving us meter readings couldn't be easier with our photo meter reading tool. It only takes a few minutes to click and submit.
- Download the EDF Energy App and follow the on-screen instructions
- Over the phone:
- You can tell us your meter reading by using our 24 hour automated telephone service on 0800 096 7361(1)
- Speak to an adviser
- To speak to an adviser, can call us on 0800 096 2255(1) . We’re open Monday to Friday, 8am to 6pm.
Why can't I log into MyAccount since registering?
If you have successfully registered for MyAccount but have forgotten your username or password please follow the steps below.
To retrieve your username/email address you signed up for MyAccount you will need the following:
- Your account number as shown at the top left corner of your EDF Energy bill and the postcode you gave us when you registered.
To reset your password you will need the following:
- The email address (username) you registered MyAccount with*
- An email containing a link to reset your password will be sent. For security reasons the link is only valid for 10 minutes. Please remember to check your 'spam' or 'junk' folder if the email does not arrive to your inbox.
- In order to receive the email, the email address you have provided needs to match the email used to register to MyAccount.
*If you cannot remember the required information or continue to experience difficulty logging in please contact us via Live Chat, Email or telephone so we can further assist.
I can't remember my login details for MyAccount
If you can't remember your login details for MyAccount please follow the steps below:
To reset your username:
- Please type in your last name, your 12-digit account number as shown at the top left corner of your EDF Energy bill and the postcode you gave us when you registered. Using this information we will retrieve your registered email address
To reset your password you will need to complete the following:
- Enter the email address (username) you registered MyAccount with. An email will then be sent to you containing a link to reset your password
- For security reasons, the link is only valid for 10 minutes. If you don't receive the email in this time, just come back here and try again - you should check your ‘spam’ or ‘junk’ folder first.
Please note: In order to receive the email, the email address you have provided needs to match the one you registered to MyAccount.
How do I change my personal details if they are incorrect?
There are several details that you can update yourself through MyAccount. Register today so that you can easily manage your account online at your convenience.
How do I change my password?
You can reset your password using the forgotten password function on edfenergy.com homepage login area.
How do I update my address details or the spelling of my name?
You will need to call us so that we can do this for you on 0800 096 2255(1) .
How do I update my email address and contact numbers?
You can do this easily in MyAccount by going into the ‘About me’ section in the menu which will take you to a page to enter and save the new details.
How do I get a Smart meter?
Smart Meters aren't yet available to all customers.
We have a dedicated Smart metering team who will be pleased to speak to you about our Smart metering products and tell you if we are installing Smart meters in your area. Please call us on 0800 068 5918(1) we’re open Monday to Friday, 8am to 6pm.
Switching to EDF Energy
How can I switch to EDF Energy?
Switching to EDF Energy is simple
See how much you could save with one of our tariffs. Why not get a quote? The whole process should take no longer than a few minutes. To complete a quote you'll need an energy bill to hand to help you answer some of the questions.
If you choose to switch to us on a fixed term contract, you can sign up straight away from the quote process. Otherwise, you can give us a call or request a callback and once you choose the tariff that is right for you, we'll sort out the rest.
- We'll contact your current supplier on your behalf and advise them of the transfer date.
To follow the progress of your transfer you can log into MyAccount and use the Contract Tracker.
- On the date of your transfer just take a meter reading and submit it to us. You can do this by visiting MyAccount, via our mobile app, or by calling us on 0800 096 2255(1)
Existing EDF Energy customers
You can see how much you can save with one of our tariffs with MyAccount. Why not get a quote? The whole process should take no longer than 5 minutes. If you are an existing customer, you can always check that you are on the best deal by navigating to ‘Change Tariff’ in MyAccount.
As well as switching tariffs, there are other ways to save money on your energy bills, such as energy efficiency.
We have tariffs to suit the needs of all customers. Find the one that's right for you:
- New Start For newly moved or opened businesses
- Freedom for business For the ultimate in flexibility
- Fixed for businessFor longer-term price certainty
Make sure you also read our guide to meter types to make sure you've got the right meter for your needs.
Interested in our fuel mix? You can see it here.
If you are a small to medium sized business, here are 3 simple ways to get a quote for your energy:
- Get an instant business quote online with just two easy steps
- To get advice and find the best tariff for your business needs, call us on 0800 015 9097(1)
- Request a call back to discuss a competitive business quote. It will be helpful to have a recent electricity bill to hand when getting your quote.
Our small business team can quote businesses with up to 50 sites.
More than 50 locations? Go to our Large Business pages.
Sign up or log in to your online account 'MyAccount' where you can:
- Submit meter readings
- View and download bills
- Pay bills online, securely
- Sign up to paperless billing
- Manage your account on the go