How we’re helping our customers who are most in need
Here at EDF, we're committed to doing what we can to support our customers.
We have a range of financial and practical support that's tailored to each of our customers who are having difficulty managing their energy, and we're increasing our funding of initiatives to help those most in need.
£30 million to support vulnerable customers over winter, including £6 million in debt support
We're directing £6 million into debt relief and debt-matching support through our Customer Support Fund this winter, building on support that has already helped hundreds of vulnerable households become debt-free.
Combined with £24 million invested across existing support services, we'll provide a total of £30 million of support for vulnerable customers during 2026/27. This includes providing electrical goods, such as heaters, to those who need them, free gas safety checks, help for partially sighted customers, as well as partnerships with charities such as Scope and Age UK.
£6 million debt relief and debt-matching support
Around £2.5 million of debt cleared in 2025
More than eight in ten customers remain debt-free after 12 months
Heatwave Relief Packs
We're expanding support with a £1 million summer initiative designed to help vulnerable customers stay safe and comfortable during periods of extreme heat.
Through our Heatwave Relief Packs initiative, eligible households can receive practical support, including energy-efficient fans, thermal blackout curtains, reflective window film, hydration products and electricity bill assistance to help cover the cost of running cooling equipment.
Last year EDF provided advice and support
to over 300k households struggling with their energy bills
- 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 3 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
Our CARE Steps of Support ensure we always provide a level of support that’s tailored to individual needs.
Cost
Help reduce the cost of bills.
Affordability
Understand the customer’s ability to pay for energy.
Resolution
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
Help for customers struggling to pay electricity or gas bills.
Energy-saving tips to help you reduce your energy bills at home.
We’re proud to be enabling An Electric Britain
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 build An Electric Britain.
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.
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.