Welcome to our new customers joining us from Utility Point

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 6.30pm. 

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 6.30pm. 

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 6.30pm. 

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 9.00am and 6.30pm. 

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 9.00am and 6.30pm. 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.