Welcome to our new customers joining us from Utility Point

It's an unsettling time but you'll find lots of support and information here to help you

 

 

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

  • Our tariffs for our customers home's are backed by zero carbon electricity as standard. That's zero carbon electricity at zero extra cost(1).

What happens now that Utility Point 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 Utility Point to send over your details and for us to migrate you over to EDF systems. Once your migration journey starts, we’ll send out your welcome information which will contain your EDF account number, tariff details, terms and conditions and how to set up your online account.

What happens next?

Good news we’ve already started supplying your energy. Once we start your migration, we’ll send you details of your new contract and the terms and conditions.

Thanks for your patience while we get everything ready for you. Theres's no need to contact us, we’ll be in touch with the next steps. Please check our FAQs below for further information.

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(2) or WhatsApp on 07480 802 942(2). You can also call us on 0333 009 7120(3). 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.

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

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

EDF is Britain’s biggest generator of zero carbon electricity(4). 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 Utility Point.

Your new tariff will have no exit fees and your prices will be in your welcome information (this will be sent to you once you have started your migration over to EDF systems). 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 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. 

How will my data be handled?

To ensure we bill you correctly, administrators for Utility Point 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, but if you'd like to switch supplier, 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?

Once you have received your welcome letter your transfer should take around 3 weeks to complete, at which point you will be a fully-fledged EDF customer on our systems.

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 (2) or SMS on 07481341928(2). You can also call us on 0333 009 7120(5) 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(5).

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

Yes, EDF is a participating supplier of the Warm Home Discount rebate scheme. Our 2021/22 scheme is currently open. 

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 open 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(2) or WhatsApp on 07480802942(2). You can also call us on  0333 009 7120(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 7120 (3) 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.

With EDF you get

Zero Carbon icon

Zero Carbon

Britain's biggest generator of zero carbon electricity(4)

Zero extra cost icon

Zero Extra Cost

Zero carbon electricity at zero extra cost(1)

awards icon

Zero Hassle

Winner of 7 service awards from Uswitch

Great value icon

Great Value

Named Best Value Large Supplier by Uswitch 2021