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How we’re helping our customers who are most in need

Here at EDF, we have a range of financial and practical support that's tailored to each of our customers who are having difficulty managing their energy.

1st energy supplier
to set up a dedicated customer support fund, helping more than 52,000 customers since it was launched in 2003

More than £50m
in financial support for customers since the dedicated customer support fund was set up

£15m extra funding
this year to help customers insulate their homes and cut bills, after 40,000 energy efficiency measures installed last year

At EDF, we're committed to doing what we can to support our customers through the cost-of-living crisis.

That's why we're increasing our funding of initiatives to help those most in need with tailored support such as providing debt relief, payment matching customer top ups on prepayment and helping with energy efficiency measures. We'll also be effectively rolling back standing charges for eligible customers to pre-April 2021 levels this winter.

Partnerships to help our customers manage their energy

More than 8,000 customers received debt assistance.

Over £1.4m claimed in benefit entitlement checks by customer households.

More than £600,000 of new benefits claimed and energy advice provided to 100,000 customers.

Over 12,000 customers have had new energy efficient measures installed in their homes.

  • Rebates awarded through the Warm Home Discount scheme
  • We support Pay as You Go customers at risk of self-disconnection by providing discretionary credit and pausing debt repayment plans if they are unable to top up their meter
  • We provide energy-efficient white goods, such as washing machines and fridges, to our most vulnerable customers
  • So far we’ve installed more than 2 million smart meters across the UK to allow customers to monitor their energy consumption and look at ways to reduce it

CARE steps of support

At the start of 2022 we launched our CARE Steps of Support to ensure we always provide a level of support that’s tailored to individual needs.


Help reduce the cost of bills.


Understand the customer’s ability to pay for energy.


Seek to agree a positive, sustainable solution.

Extra Support

Check if the customer would benefit from extra support and advice.

Help and support for customers

Woman and child relaxing on sofa

Energy-saving tips to help you reduce your energy bills at home.

Together, we will help Britain achieve Net Zero

Our sustainability progress update

We’re a responsible business and proud to be Britain's biggest generator of zero carbon electricity(1).

Read our latest update to find out everything we're doing to help Britain achieve Net Zero.

Smart meters - helping you save

Smart meters can help customers reduce their energy usage and their bills. They offer immediate benefits, but the ultimate benefit will be creating an energy efficient nation.

Find out how smart meters help you save energy.

Couple looking on tablet for boiler cover deals

Priority Services Register

If you need support with stress, illness, bereavement, disability or debt we’re here to help.

Find out more about Priority Services.