How EDF is 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 them 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:

• How EDF is going to support customers through the cost of living crisis.
• Information 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?

To help struggling households, we’re boosting support for those most in need by £29 million this winter. 

• We offer some customers in need a ‘fresh start’ by clearing debt, alongside payment matching customer top-ups for prepayment meter customers. Customers eligible for these schemes will be contacted by EDF.
• We support customers with the Warm Home Discount Scheme, which gives a one-off payment of £150 to electricity customers who are potentially struggling to pay their energy bills during the cold winter months. 
• We're supercharging Sundays with free electricity for customers who sign up to its ‘Sunday Saver’ challenge as a reward for using less electricity during peak times
• EDF is the market leader in ECO – a Government energy efficiency scheme set up to tackle fuel poverty and help reduce carbon emissions. Since 2022, we have delivered 30,000 energy efficiency measures in 7,000 homes, saving these customers £6 million on their bills each year. Find out more about energy efficiency.
• We help customers save around £41 a year with our free Energy Hub platform (you'll need a smart meter first). Energy Hub gives you control over your energy usage.
• In 2023 we effectively rolled back standing charges for over 270,000 customers who received Warm Home Discount to their pre-crisis levels.
   

What is the EDF Customer Support Fund?

EDF’s Customer Support Fund launched in 2003 to help our customers in two ways:

1. Customers struggling with debt
We can offer help through grants, which will help you become more financially stable and regain control of your finances.

2. 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? 

Step 1: Register for help from our Priority Services to see how we can support you. 

Step 2: 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.

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

What other support does EDF offer customers who are struggling? 

We understand that circumstances can change anytime 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. 

EDF is also working with vulnerable customer management specialists Sonex to help identify and establish relationships with hard-to-reach customers who have become disengaged, helping to provide tailored solutions appropriate for their circumstances.

There is government support available to help customers cope with the Cost of Living Crisis

For customers who need more support, the Government is also offering other Cost of Living Payments. These payments are not taxable and will not affect the benefits or tax credits you get.

Winter fuel payments. In the winter months pensioners can get between £100 and £300 to help pay heating bills. This winter, they will also receive an extra one-off Pensioner Cost of Living Payment of between £150 and £300. This will be paid as an automatic top-up to the Winter Fuel Payment. Check if you’re eligible for the Winter Fuel Payment.

Cold weather payments. £25 extra a week if you’re getting certain benefits is available during the winter when the temperature is zero or below for more than seven days. Check if you’re eligible for the Cold Weather Payment.

The Government has also launched their 'Help for Households' hub, which helps customers find all cost of living support.