Welcoming Green Network Energy customers to EDF

Overhead view of the construction of Hinkley Point C

 

  • We're committed to transforming the lives of our customers with innovative products and services, as well as working towards a low-carbon future.

  • All of our home and small business energy tariffs are backed by zero carbon electricity as standard. That's zero carbon electricity at zero extra cost(2).

What happens now that Green Network Energy has stopped supplying my energy?

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

It'll take some time for Green Network Energy to send over your details. Once this happens we'll send out your welcome pack with all the information you need in it.

What happens next?

Good news, we’ve automatically started supplying your energy. We'll send you details of your new contract and the terms and conditions shortly.

We guarantee all customers will see a price decrease versus their current tariff until at least 30 September 2021(3). If you would like to, you can look for a tariff with a longer-term fix - but we ask that you please wait until we have confirmed your transfer to us is complete.

Thank you for your patience while we get everything ready for you. Please check our FAQ's below for further information.

How do I manage my new energy account?

Once you've got your account number you can register for MyAccount, our self-serve platform, to stay up to date with your bills and energy account.

Register for MyAccount or you can download our app:

Download on the App StoreGet it on Google Play

 

 

Frequently asked questions

Here's some more information about joining EDF. If you need to contact us, once you've checked our FAQS. The simplest and easiest way to do this is via SMS on 07481341928(4) or WhatsApp on 07480802942(4). You can also call us on  0333 009 6993(5). Our team is ready to help Monday to Friday from 9am to 5pm and Saturday 8am to 2pm. 

Your supply

Why has EDF started supplying my energy?

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

Once we've migrated your account and you've received your new EDF account number, it's easy to register for MyAccount so you can manage your account online, 24/7 or via the EDF mobile app. 

Download on the App StoreGet it on Google Play

What is going to happen to my energy supply?

We're in the process of moving customers across from Green Network Energy to EDF. Don’t worry, during your transfer there'll be no interruption to your supply and you don’t need to do anything.

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

Please do not cancel your Direct Debit; EDF will work with the administrator to automatically transfer your Direct Debit to match what you had in place with Green Network Energy. If this is not possible, we'll let you know how and when to set this back up.

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

EDF is Britain’s biggest generator of zero 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.

Will my smart meter still work?

It depends on the type of smart meter you have. If it was installed recently and it is a second-generation ‘SMETS2’ meter, then it should still work and you'll be able to continue to use your smart functionality.

If it was installed a while ago, it may lose the smart functionality for now. However, we have an established industry-wide programme known as Enrolment and Adoption (E&A) in place to update these meter types and we'll be able to re-instate your smart functionality - we'll be in touch as soon as we're able to do this for your meter.

Your contract

Will I stay on the same tariff?

You’ll move to an EDF tariff, which is different from the one you had with Green Network Energy. We guarantee that all customers will see a price decrease versus your current tariff until 30 September 2021(3).

We'll calculate your bill value from the date we were appointed up to 30 September 2021, and if there is no decrease, we'll apply a credit to your account accordingly.

Your new tariff will have no exit fees and your prices will be in your welcome letter. You can choose one of our fixed tariffs if you wish - but we ask that you please wait until your transfer to us is complete. Your start date will be in the welcome letter so please contact us after this date.

How do I change my payment method?

During the transfer period, we're unable to set up Direct Debits or make changes to your contract. However, once the transfer is complete you can easily make any payment changes online via MyAccount or by contacting us directly. Your transfer will be complete once we reach the start date noted in your welcome letter.

When will I receive a bill from EDF?

When your transfer is complete, depending on your payment type, your first billing period will begin from the day you switch to EDF.

For Cash Cheque customers this means a bill will be issued every month requesting payment of any outstanding balance.

If you have a monthly Direct Debit set up. We'll produce a statement within the first 6 months of your supply with EDF. We'll also review your Direct Debit amount to make sure you're paying the correct amount, covering how much energy you're using.

At the end of the 12 month period, we'll carry out a full Direct Debit review, again looking at your energy usage. We'll then ask for any outstanding amounts/or credit your account. We can then set the right monthly amount for the next year.

Prior to each billing period ending, We'll send you a request for a meter reading (unless you have a compatible smart meter). Giving us a meter reading at this point means we can more accurately calculate your ongoing monthly Direct Debit amounts as well as predicted energy usage.

Will I be able to leave without exit fees?

Yes. There are no exit fees on your new EDF tariff. 

How will my data be handled?

To ensure we bill you correctly, administrators for Green Network Energy are sending us your previous account details. We’ll treat them securely and in line with our privacy notice. The information will be used to help manage your account and collect any outstanding payments. Read our privacy policy

Your transfer

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

We really hope you'll be happy being an EDF customer. This year we're proud to have won 7 Uswitch awards including Best Value Large Supplier 2021, so it's a great time to join us. If you'd like to still switch supplier, please wait until you've received your new EDF account details to prevent any problems with your switch.

When will my account move to EDF?

Great news! Migrating former GNE customers to EDF is now well underway. We'll be transferring customers in phases. 

Once you're on our systems, we'll send you a personalised welcome letter. It'll include details of your account, tariff and prices as well as what to expect next. If you haven’t received your welcome letter yet, please don’t worry. We’re working to move all customers across to us as soon as possible. You'll receive your welcome letter as soon as your transfer is complete.

How long will my transfer to EDF take?

Once you've received your welcome letter from us, your transfer should take around 3 weeks to complete. At which point you'll be a fully-fledged EDF customer on our systems.

During the transfer period, we're unable to set up Direct Debits or make changes to your contract. However, once the transfer is complete and you're all set up, you can easily make any changes to your account via our online account service MyAccount or by contacting us directly.

I started transferring to a different supplier (not EDF) 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 appointment.

I’ve recently moved home / I’m moving home soon, how do I update my details?

If you've moved home recently or are due to move home soon, you can contact us to let us know. The easiest way to do this is via WhatsApp on 07480402842 or SMS on 07481341928. You can also call us on 0333 0096993 Monday to Friday from 9am to 5pm and Saturday between 8am and 2pm.

Please contact us as close to your moving date as possible, and have the following information available:

  • Your moving date,
  • Electricity and gas meter readings from your old home,
  • Electricity and gas meter readings from your new home,
  • Address of your new home so we can get your account set up accurately,
  • A forwarding address for us to send the final bill to.
     

We will not be able to update your account until it has successfully switched to us. Rest assured we’re working with Green Network Energy and the administrators to update this information as soon as possible.

Once you have registered your details with us, there is no need to call us again as we will keep you updated.

Accounts in debit or credit

What will happen with my credit balance?

Please be assured we are working hard to return your credit balance to you as soon as possible.

Domestic customer credit balances are protected by Ofgem regulations and EDF will honour any valid credit balances that current and former customers have/had with Green Network Energy.

If you have been transferred to EDF any credit balance shown on your final closing account statement will be automatically transferred to your new EDF account and count towards your future energy consumption. If you switched to a different supplier before Green Network Energy went into Administration and have a valid credit balance, we will contact you to let you know how we will get this back to you.

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

All debt balances will be transferred across to EDF, even if you've already left Green Network Energy prior to the switch.

EDF will be responsible for the collection of any debt balances and we'll be in contact once this information has been transferred across. If you're experiencing financial hardship, we have a range of options to pay for your energy at an affordable rate. We understand times are hard at the moment and we're here to help find the right solution for you.

 

 

I have a query about a previous Green Network Energy statement or payment, what should I do?

We'd love to help you, but we don't hold any details of previous bills or payments. This applies to all bills or payments dated before 31 January 2021.

If you have questions about your previous energy statements please contact us via SMS on 0748134192(4) or WhatsApp on 07480802942(4) and we'll investigate your query as best we can.

Green Network Energy will shortly be providing you with your final closing account statement, which will show your balance up to the date you migrated to EDF. If you have a query relating to the final statement, please contact Green Network Energy directly on 0800 520 02 02.

Other services

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

If you're on the Priority Services Register with Green Network Energy, EDF will attempt to transfer this.

When your account is fully registered with EDF, you’ll be sent information about the services available as part of our Priority Service Register. You may want to take the opportunity to update the information we hold, including the consent to share your data or request accessible bill formats such as large print, braille or audio. You can do this and more by using our online priority service tool

Should you wish to discuss the Priority Service Register and its services further you can also call us on 0333 009 6993.(5)

How do I contact you?

There is no need to contact us at this time, we'll send you a welcome letter shortly that has all the information on your transfer and your prices. If you need to contact us, once you've checked our FAQS. The simplest and easiest way to do this is via SMS on 0748134192(4) or WhatsApp on 07480802942(4). You can also call us on  0333 009 6993(5). Our team is ready to help Monday to Friday from 9am to 5pm and Saturday 8am to 2pm. 

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(5) 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 visit our complaints page and we can help.

Is EDF part of the Warm Home Discount (WHD) scheme?

Yes, however, our Warm Home Discount scheme has closed for new applications for 2020/21. Please visit our Warm Home Discount page for more details on the scheme. 

If you've already successfully applied for the scheme with the Green Network Energy, please read our FAQ ' Will I still receive my Warm Home Discount payment?' below.

Will I still receive my Warm Home Discount (WHD) payment?

The great news is we'll be providing the Warm Home Discount rebate to all our customers who would have received the £140 rebate from Green Network Energy. There is nothing you need to do, once the rebate has been applied to your account we'll let you know.

Warm Home Discount Support Plus

If you successfully applied for the Warm Home Discount Support Plus scheme, we'll be providing you with the rebate so you won't miss out.

Warm Home Discount Core Group

If you were in receipt of the Guaranteed Credit element of Pension Credit on 5 July 2020, the Department of Work and Pensions (DWP) will have written to you to let you know you are eligible. We'll be taking these on providing you with the rebate.

If you're experiencing financial hardship, we have a range of options to pay for your energy at an affordable rate. We understand times are hard at the moment and we're here to help find the right solution for you.

Can I register with EDF for my Feed-in Tariff (FIT)?

If you have previously registered a Feed-In Tariff (FIT) with Green Network Energy you’ll need to contact a new FIT licensee to continue to receive your FIT payments. If you would like to choose EDF, please visit our Feed-in page for more information.

Can I register with EDF for my Smart Export Guarantee (SEG)?

If you've previously registered for Smart Export Guarantee (SEG) with Green Network Energy you'll need to contact a new provider to continue to receive your SEG payments. If you'd like ot choose EDF, please visit our Smart Export Guarantee page for more information.

Do you have an electric vehicle?

If you have an electric vehicle, you can access a range of exclusive EV tariffs from EDF to help you lower recharging costs. We do however ask that you allow the supply of your energy to fully transfer over to us before attempting to switch to one of our EV tariffs.

Initially, you’ll move to an EDF tariff, which is different from the one you had with Green Network Energy. We guarantee that all customers will see a price decrease versus your current tariff until 30 September 2021(3).

Once your account is live on supply, and you've received your welcome letter you'll be able to switch to one of our exclusive electric vehicle tariffs. If you'd like to find out more please visit our electric vehicles tariff page to view the options.