
Our ambition is to be better than anyone else at solving our customers’ energy needs. We will achieve this by doing the basics brilliantly, whilst caring for the most vulnerable in society, and seizing the opportunities that demand for digital will offer; including digital energy efficiency solutions.
The fundamental need for energy won’t disappear, but traditional ways of working with our customers will change. We are embracing this future and taking action to ensure we are better than anyone else at solving customers’ energy needs. We will achieve this by doing the basics brilliantly and offering great service, which in turn will earn us the right to add value to our customers and innovate. This includes making things easier for customers whilst providing them more choice and more control over their energy consumption.
At EDF Energy, as a responsible business, caring for all of our customers is something we have always considered our duty. For the most vulnerable in society, our aim is to develop our internal processes and develop more collaborative third party partnerships. This will enable us to provide more holistic support to make sure that we add sustained value for those that need it most.
Demand for digital is radically changing the way we interact with customers. We are therefore seizing these opportunites including digital energy efficiency solutions and services, to enable customers to manage their energy better.
In an ever changing world, we are constantly improving our existing services and developing new ones. Digital tools have radically transformed how we engage with our customers and presented us with opportunities to make their lives easier.
Our broad target is to be the most trusted brand in the UK energy industry, with the highest customer advocacy. We will do this by concentrating on how we can better respond to and solve our customers’ changing energy needs.
EDF Energy have a long standing commitment of helping vulnerable customers, including households that have difficulty in covering the cost of fuel dating back many years. We’ve developed a deep understanding of what our customers think is important and as such, we’ve put together a range of additional services to meet their needs. These range from advice on paying bills, managing their money and energy efficiency, to checks to see whether they’re receiving all the benefits they’re entitled to. We have been proactive in working with Government and other agencies to develop policies and extra services, and continue to work collaboratively with partners on these.
Gas Priority Service Register
Innovation is an important part of our approach to deliver future sustainability and support to our customers. Our Research and Development unit and our innovation accelerator called Blue Lab are delivering solutions that can benefit both our domestic and business customers, saving them money and reducing their environmental impact.