How EDF are supporting their customers through the UK's cost of living crisis

We understand how difficult this time is for our customers and we're here to support you by offering more direct financial assistance as well as insulating more homes which will help customers bring their energy bills down.

Here we'll give you information on

  • an update on how EDF is going to support customers this year through the cost of living crisis
  • info on the EDF Customer Support Fund and how to apply
  • who we're working with to offer more support to customers
  • the various government schemes and benefits that are available


What is EDF doing to help customers through the cost of living crisis?

April 2022

We've been listening to our customers and analysing data which has helped us decide on the best action to help our customers.

Today we've announced that we're setting aside an additional £5million on top of the £1.4million we had already allocated this year to its Customer Support Fund in 2022. It means that in addition to £4 million of Warm Home Discount, we'll set aside a further £6.4m to support customers in need.

The £6.4million will be used to help our customers in debt or facing financial difficulties, as well as support buying energy-efficient white goods to help people reduce their bills long-term.

We're also on a mission to help customers get their homes properly insulated. In the last year, we installed over 40,000 measures through the ECO scheme. The Energy Company Obligation (ECO scheme) installs free energy-saving measures and heating improvements helping customers keep their homes warm and their energy bills down.

This year the scheme will help eligible customers whose home's EPC rating is D or below to install a package of measures that will improve their EPC rating.

As well as ECO we'll again be supporting customers with the Warm Home Discount Scheme.

What is the EDF Customer Support Fund?

The EDF Customer Support Fund was set up in 2003. The fund helps our customers in two ways

Customers struggling with debt

We can offer help through grants which will help you become more financially stable and get you back in control of your finances.

Replacing appliances with more energy-efficient ones

If you have an appliance that is broken or in poor working order we can help you replace it with a more energy-efficient one.

How do I apply?

Customers accessing this fund will be asked to supply additional information so we can make sure we're helping customers who need this support.

Apply for help from the Customer Support Fund on the Let's Talk website. You'll need to be a customer with EDF and have your account number and current energy debt balances ready, along with details of your household finances and vulnerability. It may be helpful to have your more recent energy bill to hand when you apply. The form will guide you through the process and automatically save. So you won't lose your progress.

What other support does EDF offer customers who are struggling?

We understand that circumstances can change at any time in a customer's life. That's why we set up our Personalised Support service. Using the online tool helps customers access different services which can give that extra support when it's needed.

We're also teamed up with IncomeMax and Citizens Advice Plymouth to offer extra independent advice and support around debt.