Welcome to our new customers joining us from Utility Point

We realise it's an unsettling time, but you'll find lots of support and information here 

 

Latest updates for customers joining us from Utility Point

Update 1 April 2022

Good news - we have now created accounts for all customers that did not join EDF who are owed a credit balance as shown on their final closing account statement from Utility Point. We are currently issuing these credit refunds via cheques in the post, this will take some time - please bear with us - there's nothing you need to do.

The vast majority of customers have now received a final closing account statement from Utility Point, here’s what you need to know about your balance: 

  • If we're still your supplier then your credit balance has been added to your EDF account. Please don't worry if you can't yet see your balance. We're on the case and your account will be updated – there is nothing for you to do. 
  • If you haven't yet received your final closing account statement then please don’t worry, there's nothing for you to do. We're working hard to get the remaining customers their final closing account statements.
  • If you switched to another supplier BEFORE 18 September, and you have a balance to pay, then please contact Utility Point's administrators - Alvarez and Marsal. Unfortunately, we can't settle any Utility Point balance that is for the period prior to 18 September 2021. 
     

Update 1 March 2022

Great news over 235,000 customers have now received their Utility Point Closing account statement. If you haven't yet received it, please don’t worry, there's nothing for you to do. We're working hard to get the remaining customers their final closing account statement.

I have received my Utility Point Closing account statement and I am owed a credit, how and will I receive this?

  • If we're still your supplier then your credit will be added to your EDF account. Please don't worry if you can't yet see your balance. We're on the case and your account will be updated. 
  • If you're not with EDF then your credit will be issued via a cheque. This will take some time - please bear with us - there's nothing you need to do. 

I have received my Utility Point Closing account statement and I have a balance to settle, how do I pay this back?

  • If we're still your supplier or you left AFTER 18 September, then the balance has been added to your EDF account and on there you can find out how to pay it. 
  • If you switched to another supplier BEFORE 18 September, then please contact Utility Point's administrators - Alvarez and Marsal. Unfortunately, we can't settle the Utility Point balance that is for the period prior to 18 September 2021. 

 

Update 26 January 2022

Great news! Over 200,000 customers are now in receipt of their final closing account statements and we're working hard to get any credit balances to you.

Please note EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log into your Utility Point account and download copies for your records.

  • If you’ve received your final closing account statement and EDF is your supplier, then the balance on your statement will be transferred over to your EDF account. Please don’t worry if you do not see this on your EDF account yet, we’re working hard to get all accounts updated but this may take a few weeks.

  • If you left to join another supplier (either before or after 18th September 2021) and have received your final closing account statement, any monies owed will be refunded to you via cheque. This will take some time, so please bear with us - there is nothing you need to do.
     

Final closing account statements continue to be issued by Utility Point in Administration each day, so if you've not received yours yet please do not worry. You'll receive your statement either by email (where you'll be directed to download a copy of your final closing account statement on Utility Point's online portal) or via post. We're working hard to get the remaining statements issued, please bear with us as this may take some time.

 

Update 20 January 2022

We continue to make great progress with generating final closing account statements, with over 200,000 customers now in receipt of their final closing account statements.

If you’ve received your final closing account statement and EDF is your supplier, then the balance on your statement will be transferred over to your EDF account. Please don’t worry if you do not see this on your EDF account yet, we’re working hard to get all accounts updated but this may take a few weeks.

If you left to join another supplier (either before or after 18th September 2021) and have received your final closing account statement, any monies owed will be refunded to you via cheque. This will take some time, so please bear with us - there is nothing you need to do.
 

Final closing account statements continue to be issued by Utility Point in Administration each day, so if you've not received yours yet please do not worry. You'll receive your statement either by email (where you'll be directed to download a copy of your final closing account statement on Utility Point's online portal) or via post. We're working hard to get the remaining statements issued, please bear with us as this may take some time.

Please note EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log into your Utility Point account and download copies for your records.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00 am and 5.30 pm. 

Update 12 January 2022

Great news – we've now generated final closing account statements for over 150,000 Utility Point customers. We're working hard to complete this process working closely with Utility Point in Administration to generate your final closing account statements – this will take some time so please bear with us. There is nothing for you to do right now.

  1. If you've received your final closing account statement this means you're now with EDF:
    There's nothing you need to do right now. Over the coming weeks, the balance shown on your final closing account statement will be transferred to your EDF account.

     
  2. If you've received your final closing account statement and you joined another supplier after 18 September 2021:
    If you're owed any money, EDF will refund this to you via a cheque. This will take some time, so please bear with us there is nothing you need to do.
     
  3. If you've received your final closing account statement and you joined another supplier before 18 September 2021:
    If you're owed any money, EDF will refund this to you via a cheque. This will take some time, so please bear with us there is nothing you need to do.
     
  4. If you haven't yet received your final closing account statement, bear with us, we're working hard to get them raised and out to you:
    Once your final closing account statement has been generated this will be issued by Utility Point in Administration either by email
    (where you'll be directed to download a copy of your final closing account statement on Utility Point's online portal) or via post.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00 am and 5.30 pm. 

Update 5 January 2022

We wish you all a Happy New Year.

Great news – we've now generated final closing account statements for over 130,000 Utility Point customers. We're working hard to complete this process working closely with Utility Point in Administration to generate your final closing account statements – this will take some time so please bear with us. There is nothing for you to do right now.

Update 14 December 2021

We've commenced generating final closing account statements for former Utility Point customers — this will take some time so please bear with us, whilst we work with Utility Point in Administration to generate these statements. There's nothing you need to do right now.

Once your final closing account statement has been generated this will be issued by Utility Point in Administration either via email (where you'll be directed to download a copy of your final closing account statement on Utility Point's online portal) or via post.
 

  1. EDF will transfer the balance that's on your final closing statement across to EDF

  • If you decide to stay with EDF, which we hope you do. We'll add the balance to your current EDF account

  • If you've decided to join another supplier after 18 September — we'll still transfer your balance across to us. If you're in credit we'll issue you a cheque for the credit amount shown on your final closing account statement

  • If you chose to leave Utility Point before the Supplier of Last Resort process started i.e. before 18 September — if your final closing account statement shows you're in credit, we'll transfer the balance across to us and issue you a cheque for the credit amount shown on your final closing account statement
     

Please note EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log into your Utility Point account and download copies for your records.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

Update 13 December 2021

Please note:

  1. EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log in to your Utility Point account and download copies for your records.
     
  2. Utility Point account final closing account statement

    We're currently working with Utility Point in Administration to generate a final closing account statement for your Utility Point account to be sent to you. EDF will transfer the balance across and if you're still with us we'll add it to your EDF account. If you chose to move to another supplier and your final statement balance shows you're in credit we'll refund by cheque. We'll keep you informed on this - there is nothing you need to do

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

Update 7 December 2021

The majority of former Utility Point customers have now commenced their migration.

Please note below some key information:

  1. EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log in to your Utility Point account and download copies for your records.
     

  2. Direct Debit customers

    If you didn't cancel your Direct Debit then we'll set you up as a Direct Debit customer. We'll send you a Direct Debit confirmation letter for each fuel.

    Please review the Direct Debit confirmation letter as this will have the amounts you'll be paying and the date the Direct Debit will be taken from your account each month. If you've received your Direct Debit confirmation letter you can check the amount you're paying by logging into your online account using your MyAccount login.
     

  3. Utility Point account final closing account statement

    We're currently working with Utility Point in Administration to generate a final closing account statement for your Utility Point account to be sent to you. EDF will transfer the balance across and if you're still with us we'll add it to your EDF account. If you chose to move to another supplier and your final statement balance shows you're in credit we'll refund by cheque. We'll keep you informed on this - there is nothing you need to do.


Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

 

Update 2 December 2021

Over 99% of former Utility Point customer accounts have started their transfer to EDF. 

EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log in to your Utility Point account and download copies for your records.

Direct Debit customers

If you didn't cancel your Direct Debit then we'll set you up as a Direct Debit customer. We'll send you a Direct Debit confirmation letter for each fuel.

Please review the Direct Debit confirmation letter as this will have the amounts you'll be paying and the date the Direct Debit will be taken from your account each month. If you've received your Direct Debit confirmation letter you can check the amount you're paying by logging into your online account using your MyAccount login.

Utility Point account final closing account statement

We're currently working with Utility Point in Administration to generate a final closing account statement for your Utility Point account to be sent to you. EDF will transfer the balance across and if you're still with us we'll add it to your EDF account. If you chose to move to another supplier and your final statement balance shows you're in credit we'll refund by cheque. We'll keep you informed on this - there is nothing you need to do.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm.

Update 24 November 2021

Over 90% of former Utility Point customer accounts have started their transfer to EDF. 

EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log in to your Utility Point account and download copies for your records.

Direct Debit customers

If you didn't cancel your Direct Debit then we'll set you up as a Direct Debit customer. We'll send you a Direct Debit confirmation letter for each fuel.

Please review the Direct Debit confirmation letter as this will have the amounts you'll be paying and the date the Direct Debit will be taken from your account each month. If you've received your Direct Debit confirmation letter you can check the amount you're paying by logging into your MyAccount login.

Utility Point account final closing account statement

We're currently working with Utility Point in Administration to generate a final closing account statement for your Utility Point account to be sent to you. EDF will transfer the balance across and if you're still with us we'll add it to your EDF account. If you chose to move to another supplier and your final statement balance shows you're in credit we'll refund by cheque. We'll keep you informed on this - there is nothing you need to do.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

Update 19 November 2021

We're well over 75% of the way through transferring customers to EDF

318,000 Utility Point accounts have started their transfer to EDF

EDF will not receive copies of your previous Utility Point bills, so if you would like a copy, please log in to your Utility Point account and download copies for your records.

We're working hard to get the remaining set up – so bear with us

  • Once you're set up with us, you'll receive your welcome letter which will include your EDF account number

  • You’ll also receive details on how to set up your EDF online account

  • If you did not cancel your direct debit, we’ll set this up for you. We’ll confirm in writing your Direct Debit amount, payment date and bank details


Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 6.30pm. 

Update 16 November 2021

Transfer of customers to EDF is well underway. Nearly 220,000 Utility Point accounts have started their transfer to EDF. We're working hard to get you over as soon as possible. The great news is we're over halfway through these transfers now. 

  • Once you're set up with us, you'll receive your welcome letter which will include your EDF account number

  • You’ll also receive details on how to set up your EDF online account

  • If you did not cancel your direct debit, we’ll set this up for you. We’ll confirm in writing your Direct Debit amount, payment date and bank details
     

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

Update 11 November 2021

Transfer of customers to EDF is well underway. Nearly 170,000 Utility Point accounts have started their transfer to EDF. We're working hard to get you over as soon as possible.
 

  • Once you're set up with us, you'll receive your welcome letter which will include your EDF account number

  • You’ll also receive details on how to set up your EDF online account

  • If you did not cancel your direct debit, we’ll set this up for you. We’ll confirm in writing your Direct Debit amount, payment date and bank details

 

Update 5 November 2021

We're continuing to transfer customers over to EDF. 18% of Utility Point customers have started their transfer journey to EDF.

Transfer of customers to EDF is underway. However, there are approximately 220,000 former Utility Point customers to set up on our system so bear with us and we'll keep you informed.
 

  • Once you're set up with us, you'll receive your welcome letter which will include your EDF account number

  • You’ll also receive details on how to set up your EDF online account

  • If you did not cancel your direct debit, we’ll set this up for you. We’ll confirm in writing your Direct Debit amount, payment date and bank details

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

We'd like to reassure you of a couple of things:

  • Your energy supply continues as normal

  • You'll be on EDF's Welcome Variable tariff. The prices are matched to our Standard (Variable) tariff which means your prices will be protected through this winter

  • When it's time we’ll work with Utility Point in Administration to generate your Utility Point final closing account statement – any credit balances are protected by Ofgem and EDF will honour these. Any money owed to you will be refunded by us. It will take some time so please bear with us – this includes any customer who chose another supplier before we set you up on EDF systems

  • Your Direct Debit will move over to us so please don't cancel your payments. If you do, you'll be set up as a cash/cheque customer and end up paying more
     

Update 2 November 2021

Great news. Transferring Utility Point customers over to EDF is well underway - 10% of customers have already started.

  • Once you're set-up, you'll receive your welcome letter which will include your EDF account number

  • You’ll also receive details on how to set up your EDF online account

There are approximately 220,000 former Utility Point customers to set up on our system and we're working hard on a daily basis to set up accounts. So bear with us and we'll keep you informed.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 5.30pm. 

We'd like to reassure you of a couple of things:

  • Your energy supply will continue as normal

  • You'll be on EDF's Welcome Variable tariff. The prices are matched to our Standard (Variable) tariff which means your prices will be protected through this winter

  • When it's time we’ll work with Utility Point in Administration to generate your Utility Point final closing account statement – any credit balances are protected by Ofgem and EDF will honour these. Any money owed to you will be refunded by us. It will take some time so please bear with us

  • Your Direct Debit will move over to us so please don't cancel your payments. If you do, you'll be set up as a cash/cheque customer and end up paying more
     

Update 26 October 2021

All former Utility Point customers should now be in receipt of information about your tariff and prices. You'll be on EDF's Welcome Variable tariff. The prices are matched to our Standard (Variable) tariff which means your prices will be protected through the winter. 

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. The team are ready to take your calls from 21 October. You can call them on 0345 557 7878, Monday to Friday, between 9.30am and 5.30pm. 

We also want to reassure you that we're on the case to set you up in our systems, working with Utility Point and their Administrator, A&M, as quickly and seamlessly as possible. Once you're set-up, you'll receive your welcome letter which will include your EDF account number. Thanks for your continuing patience. Please bear with us as some of these processes take time.

We'd like to reassure you of a couple of things:

  • Your energy supply will continue as normal

  • If you have a credit balance with Utility Point, you'll get a closing balance. Any credit you have is protected by Ofgem and this process. Any money owed to you will be refunded by us. It will take some time so please bear with us

  • Your Direct Debit will move over to us so please don't cancel your payments. If you do, you'll be set up as a cash/cheque customer and end up paying more
     

Update 21 October 2021

We're in the process of sending all former Utility Point customers information about your tariff and prices. We also want to reassure you that we're on the case to set you up in our systems, working with Utility Point and their Administrator, A&M, as quickly and seamlessly as possible. Once you're set up, you'll receive your welcome letter which will include your EDF account number.

You'll be on EDF's Welcome Variable tariff. The prices are matched to our Standard (Variable) tariff which means your prices will be protected through the winter. 

We've worked with Utility Point to re-open the phone lines so you can speak to them about your Utility Point account. The team are ready to take your calls from 21 October. Call them on 0345 557 7878, Monday to Friday, between 9.30am and 5.30pm. Thanks for your continuing patience. Please bear with us as some of these processes take time.
 

Update 18 October 2021

We've now received customer account data from Utility Point. We're assessing this data to make sure it includes all the information we need to set up each customer correctly from the start. This includes setting up your Direct Debit payments. Please don't cancel your Direct Debit payments as they'll transfer over to us when we set up your EDF account. If you do cancel them it means that you'll become a cash/cheque customer and likely pay more for your energy.

We'll soon be in a position to start transferring Utility Point onto our systems – this will happen in batches, so bear with us. Don't worry if you haven't heard anything, there's lots of work happening in the background.

Remember your energy supply is uninterrupted and your credit balances are protected by Ofgem and honoured by us.

We're doing all we can to help you through this process.
 

Update 11 October 2021

We've made great progress with A&M, Utility Point's Administrator. Thanks for your continued patience and we'll soon have another update for you.
 

Update 4 October 2021

We're busy working with Utility Point and their Administrator. Currently, we don't have access to all the customer data. We're collaborating with them to get to a place where we can start the transfer process. 

We'll keep you updated on progress but for now, there is nothing for you to do. Your energy supply remains uninterrupted and any credit balance on your account is protected by Ofgem and will be honoured by us.

What we need you to do:
 

  • Please continue to bear with us, and we'll keep you updated on what's happening. We're working hard to make this process as easy for you as possible

  • Don't cancel your Direct Debit payments as they'll transfer over to us when we set up your EDF account. If you do cancel them it means that you'll become a cash/cheque customer and pay more for your energy


Update 27 September 2021

Discussions with Utility Point and their Administrator, A&M, continue. 

We've listened to Utility Point customer queries and updated our website FAQs. Hopefully, we're answering all your questions online.
 

Update 22 September

Alvarez & Marsal (A&M) have been appointed as the Administrator for Utility Point. This means we can start discussions with them and Utility Point on the next steps. Over the next few weeks, we'll be agreeing on the processes and data required to set up your accounts onto our systems. We'll keep you updated on the progress.

We don't have access to Utility Point customer data currently so we can't help with some of the account queries you may have right now – please bear with us.

We want to reassure you of a couple of things;
 

  • Your energy supply will continue as normal

  • If you have a credit balance with Utility Point, you'll get a closing balance. Any credit you have is protected by Ofgem and this process. Any money owed to you will be refunded by us. It will take some time so please bear with us

  • Your Direct Debit will move over to us so please don't cancel your payments. If you do, you'll be set up as a cash/cheque customer and end up paying more


If you can't find the information you need on this FAQ page, text us on 07481 341 928 or WhatsApp us on 07480 802 942. Or you can call us on 0333 009 7120 (our lines are open Monday to Friday, between 9am and 5pm).

Update 20 September 2021

You should have received a letter or email from EDF to outline what's happening next which is:

We'll work with Utility Point and their Administrator to make sure the transfer over to EDF runs as smoothly as possible. Once you're set up in our systems you'll receive your welcome information which will include your account number (so you can set up your online account), tariff information, details on how to set up an online account as well as our terms and conditions.

Please remember, your Direct Debit will just move over to us so please don't cancel it. If you do, you'll be set up as a cash/cheque customer and end up paying more.

If you think your Utility Point account is in credit, you'll get a closing statement from Utility Point to show your final balance. If you're owed money it'll be credited to your new EDF account. If you're waiting for a refund from Utility Point as you've already left them, then we'll issue this. This will take some time to work out so please bear with us.

Update 18 September 2021

Ofgem, the energy regulator appointed EDF to take over the energy supply for Utility Point customers. We've started supplying your energy from today so please don't worry, you won't be left without heating or power.

We've prepared answers to the questions we think you'll have below. We want to help you through this time so you know what to expect and we hope it covers the key questions you have. We don't have your account information so can't help with specific queries you have related to your account.

Your energy prices will be matched to our Standard (Variable) prices which means your prices will be protected through the winter.

If you have an emergency where you have no supply or are at risk of going off supply, please contact us on 0333 009 7120.

Update 14 September 2021

Utility Point ceased trading.

What happens now that Utility Point has stopped supplying my energy?

The energy industry’s regulator Ofgem chose us to supply your energy and we’re delighted to welcome you to EDF.

It’ll take some time for Utility Point to send over your details and for us to transfer you onto EDF systems. Once your migration journey starts, we’ll send your welcome information which will contain your EDF account number, tariff details, terms and conditions and how to set up your online account.

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 07481 341 928(1) or WhatsApp on 07480 802 942(1). You can also call us on 0333 009 7120(2). 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. We have started supplying your energy. We are working with Utility Point to migrate your account to EDF – this will take some time so please bear with us. We will be contacting you over the coming days to inform you of next steps. There is no need to contact us at this stage.

Once we have migrated your account and you are in receipt of 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 Utility Point to EDF. Don’t worry, during your transfer there will be no interruption to your supply, and you don’t need to do anything right now.

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

EDF is Britain’s biggest generator of zero carbon electricity(3). 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.

Do I need to provide a meter reading?

There is no need to provide us with a meter reading at the moment. If you've taken a meter reading recently, great! Please hold onto this for now. As part of the transfer to EDF systems, we'll be in contact when we need a meter read, this will help us accurately update your account with us.

 

Your Direct Debit payments

Why have you increased my Direct Debit?

Wholesale energy prices are rising rapidly meaning energy costs are increasing - this has been reflected in your new EDF Welcome tariff, which is more expensive than your previous Utility Point tariff.

To help you stay on track we've initially increased your monthly Direct Debit payment by 20% for electricity and 10% for gas in line with your new EDF prices. We're sorry we've had to do this.

If you're concerned about your new Direct Debit amount you can:

  • Check out our range of payment options, we want to help you find the best option that works for you

  • Amend your Direct Debit payment by logging in to MyAccount and visit the 'MyTariff' section

 

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

Please don't cancel your Direct Debit, we'll work with the administrator to automatically transfer your Direct Debit to match what you had in place with Utility Point. If this isn't possible, we'll let you know how and when to set this back up. If you cancel your Direct Debit before you migrate to EDF we'll need to set you up as a cash/cheque customer which is more expensive.

We'll arrange to transfer your Direct Debit to us and you'll continue to be covered by the Direct Debit Guarantee.

Direct Debit Guarantee           

Direct Debit Guarantee logo
                          
  • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
     
  • If there are any changes to the amount, date or frequency of your Direct Debit, we'll notify you 10 days in advance of your account being debited, or as otherwise agreed. If you request EDF Energy Customers Ltd to collect a payment, confirmation of the amount and date will be given to you at the time of the request
     
  • If an error is made in the payment of your Direct Debit, by EDF Energy Customers Ltd or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

         - If you receive a refund you are not entitled to you must pay it back when EDF Energy Customers Ltd asks you to

  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us

What happens to the payments Utility Point are still taking as part of my Direct Debit?

If you continue to make Direct Debit payments to Utility Point whilst we transfer you over, don't worry they'll be included in your final account statement and balance from Utility Point. This will be transferred over to us.

Your contract

Will I stay on the same tariff?

You've been transferred onto our Welcome Variable tariff. The prices are matched to our Standard (Variable) tariff and they're guaranteed through the winter. This tariff doesn't have any exit fees. You can view your new prices on our tariff information page. To get the info you need on this page

  • Enter your postcode
  • Start typing the tariff name when prompted. Scroll down to find the right tariff
  • Press enter

How do I change my payment method?

During the transfer period, we can't to set up Direct Debits or make changes to your contract. However, once the transfer is complete you can easily make any changes via your online 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 to EDF 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. 

Your contract - How will my data be handled?

Utility Point in Administration are sharing your account data with us so we can set up your EDF account accurately. We'll treat your account details securely and in line with our privacy notice which explains the lawful basis, we rely on, to process your account details. We don't rely on consent in respect of this processing.

The information will be used to help;

  • set up your EDF account
  • work with Utility Point to issue your final closing account statement
  • collect any outstanding payments and manage your EDF account
     

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, but if you'd like to switch suppliers in line with Ofgem guidance we recommend waiting until you have received your new EDF account details to prevent any problems with your switch.

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. Check with the supplier you were transferring to.

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. Once you have transferred over to EDF and are in our systems, we will be in contact directly to arrange an appointment.

When will my account move to EDF?

We will work with Utility Point to transfer customers to EDF. This will be completed in phases. Rest assured we will migrate customers over to systems as quickly and effectively as possible.

Once you have commenced your transfer to EDF, we'll send your personalised welcome information. It'll include details of your account, tariff and prices as well as what to expect next. We’re working to move all customers across to us as soon as possible.

How long will my transfer to EDF take?

We're working hard with Utility Point in administration to get everything ready to set up your accounts on our EDF systems. When we start this process, you'll be sent a welcome letter that will contain your EDF account number, tariff information and details on how to set up your online account. Once you've received your welcome letter your transfer should take around three weeks to complete.

How can I tell when I get the welcome letter from you? You'll know by the fact it will contain your account number.

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

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 (1) or SMS on 07481341928(1). You can also call us on 0333 009 7120(4) 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 Utility Point 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?

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 Utility Point. Once a final closing account statement has been generated by Utility Point, we will transfer the balance onto your new EDF account, and this will count towards your future energy consumption.

If you switched to a different supplier before Utility Point 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 – please bear with us as this may take some time. 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?

All debt balances will be transferred across to EDF, even if you have already left Utility Point prior to the switch. EDF will be responsible for the collection of any debt balances and we will 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 Utility Point statement or payment, what should I do?

We’d love to help you, but we do not hold any details of previous bills or payments. This applies to all bills or payments dated before 14 September 2021.

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 Utility Point, 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 7120(4).

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

Yes, EDF is a participating supplier of the Warm Home Discount rebate scheme. Our scheme is currently closed  

If you're a Core Group customer you'll receive a letter from the Department of Work and Pensions between October and December 2021 advising you to contact the Warm Home Discount helpline to find out if you qualify for the £140 discount. Even if you've previously received the rebate automatically you must call the helpline by 28 February 2022 or you could miss out. Call the helpline on 0800 917 1003 the helpline opens on 18 October and you can call Monday to Friday between 8am and 6pm.

If you don't qualify as a Core Group customer you can still apply for our Warm Home Discount Support Plus (Broader Group) which is currently closed to new applications. To be able to apply you'll need to meet certain eligibility criteria. Please visit our Warm Home Discount page for more details on the scheme and how to apply.

You'll need your EDF electricity account number to complete an application.

For more information about the Warm Home Discount Scheme or to find out if you're a Core Group customer

 

How do I contact you?

There is no need to contact us at this time, we’ll be in touch to inform you of the next steps.

If you need to contact us, please read our FAQS which we hope will help answer your question, however if once you have checked you do need to speak to us, the simplest and easiest way to do this is via SMS on 07481341928(1) or WhatsApp on 07480802942(1). You can also call us on  0333 009 7120(4). 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 7120 (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 visit our complaints page and we can help.

 

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.

Once your account is live on supply, and you've received your welcome pack 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.

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

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

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