Welcome to: 

  • The UK’s largest generator of low-carbon electricity(1). We're committed to transforming the lives of our customers with innovative products and services as well as working towards a low-carbon future. 
  • A great tariff deal. Our tariffs are competitively priced giving you peace of mind.

 

 

What happens now that TOTO Energy has stopped supplying your energy?

The energy industry's regulator Ofgem has chosen us to supply your energy, and we're delighted to welcome you to EDF. 

Here's what happens next:

Good news, we’ve automatically started supplying your energy. If you'd like to submit your meter reading, you can either submit a meter reading online or call us on 0333 009 6993(2). We're open Monday to Friday from 8 am to 8 pm and Saturday 8 am to 2 pm.

Submit your meter reading

Keeping you updated on the progress

Latest news

Update 21 February 2020

If you’ve recently been informed that you’re moving from TOTO by EDF to EDF, please don’t worry. There’ll be no interruption to your supply and you'll not be charged any more due to this change. You’ll now receive all communications from EDF and will need to contact the main EDF team with any queries.

Please also note that when the transfer takes place at the end of February, your meter will lose its smart functionality and work as a traditional meter.

The FAQs below still apply but please remember that your smart meter will no longer send us your meter reads automatically. You’ll, therefore, need to provide your meter readings in order to receive accurate bills. Don’t worry, we’ll be in touch when a reading is due so that we can help keep your bills accurate.

Once your new account is live, you’ll need to set up an EDF MyAccount in order to manage your account online.

If you usually pay by Direct Debit you’ll need to set up a new instruction as your current Direct Debit was cancelled as part of your Direct Debit Guarantee. You’ll be able to do this once your new EDF account is live. We will let you know once this has happened and give details on how to quickly set this up in your new EDF MyAccount.

If you don’t think you received a letter but your smart meter functionality has changed, please contact us for assistance.

 

Update 3 February 2020

Final bills have now been sent to most of the customers that moved from TOTO to EDF – there is a small number left to complete which will be sent before the end of February, this is because in some cases extra checks have been necessary to ensure customers are sent accurate bills. Please don’t worry if you haven’t received your final TOTO bill yet – once this is complete any credit or debit balance will be transferred to your new EDF account.

If you switched to a different supplier before TOTO Energy went into Administration, you should receive your final bill before the end of February. Rest assured, credit balances are protected – if your final bill shows a credit balance we will contact you after you receive your final bill to let you know how we will get your credit back to you. Please be assured we are working hard to complete this process as soon as possible.

Update 20 December 2019

We’ve almost completed the process of transferring customers from the former TOTO Energy billing system to EDF Energy’s system. There are just a small number left to go where we needed to take extra care to ensure customers experience a smooth transfer – if you haven’t received your welcome pack yet, don’t worry, you will do soon. Rest assured your supply will continue uninterrupted. 

Working with the former TOTO Energy business, we’ve started the process of sending final bills to customers covering their time with TOTO. The majority of bills will be sent in January, so if you haven’t received yours yet, don’t worry, it’ll reach you early next year.

On the bill, your energy consumption will be split into two sections. The first shows the energy you used whilst still supplied by TOTO, up to 26 October; and the second shows the energy used. 

We've given you a very competitive tariff for the next six months and guarantee you won’t pay more for your energy in this period than you would have with TOTO. If the unit rate in your welcome pack appears higher at first, don’t worry, we’ll make an adjustment by adding a credit to your EDF Energy account – and you’ll see this on your first bill from EDF Energy.

Update 25 November 2019

Thank you for your patience whilst we set up your new account with EDF Energy. We're making good progress with this and some customers have already been sent their Welcome Pack with details of their new account, tariff and terms & conditions. If you've not received this yet, don’t worry, it will reach you within the next couple of weeks.

You'll also soon be sent a final bill for your time with TOTO Energy. On this bill, your energy consumption will be split into 2 sections. The first shows the energy you used whilst still supplied by TOTO, up to 26 October, and the second shows the energy used since 27 October when EDF Energy became your supplier. Rest assured any payments you make towards this bill will be credited to your account in the normal way.

We've given you a very competitive tariff for the next 6 months and guarantee you won’t pay more for your energy in this period than you would have to TOTO Energy. If the unit rate in your Welcome Pack appears higher at first, don’t worry, we will make an adjustment by adding a credit to your EDF Energy account for this – you will see this on your first bill from EDF Energy.

If you pay for your energy by Direct Debit this will transfer over to your new account, providing you didn’t cancel it prior to your transfer. We’ll write to you shortly to let you know when this has been set up on your new account.

Update 8 November 2019 

We've been made aware that there have been calls made to customers requesting bank details to be able to refund any credit owed on their TOTO account. Please be aware that we would never call you for bank details. If you think you've shared your bank details with a scammer, you should contact your bank immediately and report the incident to Action Fraud or call on 0300 123 2040.

Update 4 November 2019

Welcome to EDF Energy, we’re delighted to have you as a customer! We’ve started work on setting up your new account and you will receive your Welcome Letter in the next few weeks, which will include the terms and conditions of your tariff. 

The great news is that we’ve given you a very competitive price for your energy for at least the next 6 months and we’ll guarantee you won’t pay any more than you would have with TOTO during this time.
If you have not done so already, it would be great if you can send us a meter reading. This will help us to ensure your account is opened to an accurate meter reading.

Thank you for your patience while we get everything set up for you. Please check our FAQs below for further information.

 

Frequently asked questions

Here's some more information about joining EDF. If you need to speak to us, call us on 0333 009 6993(2) – our team is ready to answer your query, Monday to Friday 8 am – 8 pm and Saturday and Sunday 9 am – 5 pm.

Your supply

Why has EDF Energy started supplying my energy?

When your previous supplier ceased trading, Ofgem reviewed energy suppliers and determined that EDF Energy would be the best supplier for you. EDF Energy is one of the largest energy suppliers in the UK. We have a range of tariffs, including competitively priced fixed tariffs, and you can manage your account online, 24/7. 

Will I lose supply of my gas or electricity?

Rest assured, your energy supply will continue and remain uninterrupted during the transfer process. 

Who is the administrator for my previous company?

Your administrators are KPMG

What should I do if I currently pay by Direct Debit?

If you pay by Direct Debit, this will be transferred to us so that we can collect payment for energy you’ve used and not yet paid for. Moving forwards you’ll see 'EDF Energy' in your bank statements for your DD energy payments.

We’ll write to you as part of your transfer to let you know your DD has been set up and to confirm your payment dates and amount. 

I was getting 100% renewable power, will I still get the same with EDF Energy?

EDF Energy is the UK’s largest producer of low-carbon electricity(1). Electricity is sourced from our own UK power stations, the wholesale energy market and other independent power generators. We are a major supporter of independent renewable generators.

What do I do if there is an emergency with my energy supply?

Please take a look at what to do in an emergency.

What will happen to my Fuel Direct plan?

We're working with the Department of Work & Pensions to set up new Fuel Direct plans for customers who are used to having their energy debt repaid directly from their benefits. To do this we need to cancel your previous arrangement with Toto and set up a new plan between EDF and DWP, this may take a few weeks.

Your contract

Will I stay on the same tariff?

You’ll move to an EDF Energy tariff which is different from the one you had with TOTO Energy. Your new tariff will have no exit fees, and your prices will be in your Welcome Pack. We’ll contact you before this tariff ends with all our tariff options. You can choose another fixed tariff if you wish – but we ask that you wait until we contact you to confirm your transfer to us has been completed.

How do I change my payment method?

We’ll be in contact when your transfer is complete to explain how you can change your payment method.

Will I still get my time of use tariff?

You’ll move to an EDF Energy tariff that is compatible with your meter. You can choose another fixed tariff if you wish – but we ask that you wait until we contact you to confirm your transfer to us has been completed.

What happens if the new EDF Energy tariff is more expensive?

Don’t worry. If you see a unit rate difference between your existing TOTO Energy tariff and your new EDF Energy tariff prices, we'll rebate you the difference to ensure you do not pay any more than you would have with TOTO for the first 6 months from 27 October. The difference will be added as a credit to your new account and you will see this on your first bill from EDF Energy. If you have a prepayment meter, we’ll add a credit to your key/card. Please note, any credit will not be shown on your final bill from TOTO.

Will I be able to leave without exit fees?

There are no exit fees on the tariff we’ve transferred you to. If you choose sign up to a different tariff with EDF Energy after your transfer, you can check whether it has an exit fee in its terms and conditions. 

 

Will my bill go up?

Your prices will be in your Welcome Pack and you’ll move to an EDF Energy tariff with no exit fees. You can choose another fixed tariff if you wish – but we do ask that you wait until we contact you to confirm your transfer to us has been completed.

Your transfer

Can I move to another supplier before the transfer to EDF Energy?

Ofgem’s advice is to allow the transfer to EDF Energy to complete before considering changing supplier. We’ll let you know when your transfer is complete.

 

I’ve just moved, does this change anything?

When your account has been set up, it would be helpful if you could let us know your previous and new address by calling us on 0333 009 6993 (2). Ofgem recommends redirecting your post if you’ve recently moved. For more information visit Post Office or Royal Mail.

I started transferring to a different supplier (not EDF Energy) when I heard my previous supplier was ceasing trading. Will my transfer still go ahead?

It will depend on how far your transfer has progressed. If your transfer has gone through, you'll hear from your new supplier.

I have a smart meter appointment booked with my previous supplier – will this go ahead as planned?

No your smart meter appointment will not take place with your previous supplier. We will be in contact directly to arrange an apointment.

I transferred from Solarplicity to TOTO Energy, why haven't I received a final bill from them?

You will not receive a final bill from Solarplicity. Your final balance from your time with Solarplicity will be shown on your final bill from TOTO Energy, which will be sent to you before the end of January. If you have a credit balance, this will be added to your new account with EDF Energy and count towards your future energy consumption.

When will I get my final bill from TOTO Energy?

Working with the former TOTO Energy business, we have started the process of sending final bills to customers for their time with TOTO Energy. The majority of bills will be sent in January so if you haven’t received yours yet, don’t worry, this will be with you early next year. 

On this bill your energy consumption will be split into two sections. The first shows the energy you used whilst still supplied by TOTO, up to 26 October; and the second shows the energy used since 27 October when EDF Energy became your supplier. We’ll make sure any payments you make will be credited to your account in the normal way.

Accounts in debit or credit

Will I lose any credit with my existing supplier?

Domestic customer credit balances are protected by Ofgem regulations and EDF Energy will honour any valid credit balances that current and former customers have with TOTO energy.

If you have been transferred to EDF Energy you will be sent a final bill from TOTO Energy by the end of February. Any credit balance shown on your final bill will be automatically transferred to your new EDF Energy account and count towards your future energy consumption.

If you switched to a different supplier before TOTO Energy went into Administration and have a valid credit balance, you should receive your final bill before the end of February and we will contact you to let you know how we will get your credit back to you. Please be assured we are working hard to return your credit balance to you as soon as possible. 

What happens to any outstanding payments/debt with my previous supplier?

We're currently working with the administrator to establish how this process will work and we'll be in touch when we have more information.

What happens if I can’t afford to pay my balance outstanding?

There’s help available if you can’t pay your balance outstanding. Options for free independent debt advice include:

Managing your money

We’re working with Citizens Advice Plymouth to give our customers across the country independent advice on managing their money. Call them on 0808 156 6666 to find out more.

Increasing your income

We want to make sure you’re getting everything you’re eligible for and that your income is maximised to its full potential. So to check that there aren’t any state benefits or tax credits you’re missing out on we’ve teamed up with IncomeMax. Customers can call their friendly team on 0300 777 7772 from Monday – Friday 9am – 5pm.

Other organisations who can help

Step Change Debt Charity www.stepchange.org 0800 138 1111

Christians Against Poverty www.capuk.org 01274 760 720

National Debtline www.nationaldebtline.org 0808 808 4000

The Money Advice Service www.moneyadviceservice.org.uk 0800 138 7777

Citizens Advice www.citizensadvice.org.uk 0808 156 6666

Money Advice Scotland www.moneyadvicescotland.org.uk 0141 572 0237

Debt Action NI www.debtaction-ni.payplan.com 0800 988 2377

 

Other services

I’m listed on the Priority Services Register. Will I remain on the register when I transfer to EDF Energy?

We will work with TOTO Energy to try to obtain this information. If we are unable to do so we will be in contact to explain the services available  as part of our priority service register and how to sign up to this.

How do I contact you?

If there's something you do need to speak to us about, call 0333 009 6993(2) Monday to Friday from 8am to 8pm and from 8am to 2pm on Saturday - or contact us via LiveChat tab on the right.

If you’d like more information take a look at Ofgem’s Safety Net FAQs

I'm unhappy, how can I complain?

Please contact us on 0333 009 6993 (2) Monday to Friday from 8am to 8pm and Saturday between 8am and 2pm . You can also visit our complaints page to find out how to raise your complaint so we can put it right.

I've already made a complaint to my previous supplier, what happens now?

If you still have an issue and it isn’t about your previous supplier (such as their service), you'll need to raise the matter again with us and we'll do our best to get it resolved. Please visit our complaints page.

I've already escalated my complaint to Ombudsman Services: Energy /EHU or Citizens Advice – what happens now?

You should have heard from them explaining what happens next. If you haven’t, please go to our complaints page and we can help.