We're adapting to the challenges that we face at this time. Our CEO, Simone Rossi, outlines what EDF are doing to help our customers and the country while keeping our staff safe in this letter to our customers.

Managing your account

Did you know you can quickly and easily manage your account online or through our App 24/7? You can:

  • Submit a meter reading
  • View your bill
  • Make a payment
  • Request a change to your Direct Debit
  • Tell us about moving home.

But if you do need us, we’re here to help. You can call us, or send us a Whatsapp on 07480 802942 or text 07481 341928 and we’ll get back to you.

Extra help to manage your individual or business finances 

The majority of us are now at home and maybe using more energy. To help, we've got some quick tips on managing your usage and links for support if you've been seriously impacted by the Coronavirus.
 

 

Skip the phone queues by using MyAccount online or download our app – it’s quick and you can manage your energy 24/7. These short videos show you how to register for an online account, manage your energy account via our mobile app and how to change tariff.

Watch video: How to register for EDF MyAccount - our online self-serve platform

How to register for MyAccount

Watch video: How to use the EDF app

How to use our app

Watch video: How to choose a new EDF tariff

How to change your tariff

Watch video: How to change your payment to Direct Debit

How to pay by Direct Debit

Frequently asked questions and answers for our residential, SME and larger business customers

If you have a prepayment or Pay As You Go smart meter

I can’t go out but need to top up my prepayment meter. What shall I do?

If you’re self-isolating, where possible arrange for a friend/family member to top-up your key or card for you if it's safe to do so. If this isn't possible, call our dedicated Prepayment line on 0333 200 5110(1) and our team will support you.

If you’re self-isolating, you may use more energy than normal. Read our energy efficiency advice.

Keep an eye on your balance and try to stay topped up on credit, as we want to ensure you don't have any short-term supply interruptions. If you can, consider topping up more than you normally would this will help make sure you don’t run out of credit.

We also operate a friendly, non-disconnection policy on most meters. So if you run out of credit after 6pm, your electricity won't go off until 9am the next day. This operates from 6pm to 9am Monday to Friday, from 6pm on Saturday and any time on a Sunday or Bank Holiday until 9am the next day.

How can I top-up my prepayment or Pay As You Go meter?

Top-up over the counter at your local PayzonePost Office or PayPoint. You have access to over 50,000 locations across the UK – please consider you might need to travel a little bit further if a local one is closed.

I haven’t got enough money to top-up. Can you help me?

We've set aside a significant hardship fund to help customers who have prepayment meters but can't re-charge them. This could be because they're in self-isolation unwell or have lost their jobs.

On top of this if you're seriously affected by the crisis we may be able to offer additional help, such as a payment plan. This will be reviewed on a case-by-case basis.
To see how we can help you, contact our Prepayment Team on 0333 200 5110(1).

Get more help and advice about prepayment meters

 

General help for all our customers

Will the current situation affect the gas and electricity supply to my home or business?

As the UK’s largest generator of low-carbon electricity, we have a critical role to play in keeping the lights and heating on.

We have detailed plans in place to ensure that we continue to deliver power and services to our customers and partners. The steps we have taken will minimise risks to all of us. These steps are specifically designed to ensure we can safely continue to supply energy to the grid and our millions of customers.

What happens if I have a gas leak or power failure?

If you smell gas, think you have a gas leak or have any concerns regarding carbon monoxide, immediately open all windows and doors, extinguish any naked flames then call the Gas Emergency Services FREE on 0800 111 999.

Your electricity network distributor looks after your electricity supply. If there’s an electrical emergency or power outage at your home, call 105 from your mobile or landline.

Someone's due to visit my home or business to install a smart meter – what will happen?

We confirm we have complied with the government guidance for managing the spread of COVID-19. You can download our certificate here.

  • We have carried out a COVID-19 risk assessment and shared the results with the people who work here.
  • We have cleaning, handwashing and hygiene procedures in line with guidance.
  • We have taken all reasonable practicable steps to help people work safely from a COVID-19 Secure workplace or work from home.
  • We have taken all reasonable practicable steps to maintain a 2-metre distance in the workplace, in your home and business.
  • Where people cannot be 2 meters apart, we have ensured at least a 1-metre distance and taken all the mitigating actions possible to manage transmission risk.

Someone's due to visit my home or business to read or change my meter – what will happen?

We confirm we have complied with the government guidance for managing the spread of COVID-19. You can download our certificate here.

  • We have carried out a COVID-19 risk assessment and shared the results with the people who work here.
  • We have cleaning, handwashing and hygiene procedures in line with guidance.
  • We have taken all reasonable practicable steps to help people work safely from a COVID-19 Secure workplace or work from home.
  • We have taken all reasonable practicable steps to maintain a 2-metre distance in the workplace, in your home and business.
  • Where people cannot be 2 meters apart, we have ensured at least a 1-metre distance and taken all the mitigating actions possible to manage transmission risk.

What happens to Guaranteed Standards of Performance during the pandemic?

Guaranteed Standards of Performance Suspension during Pandemic

COVID-19 is having an impact on our customer service – for example impacting how quickly we can answer calls, or facilitate switching or forcing us to postpone smart meter installations or meter reading visits. We apologise for any inconvenience this may cause.
In normal circumstances, these areas of service our covered by regulations such as the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. However, these and other similar requirements relating to performance standards do not apply where there are circumstances of an exceptional nature beyond our control, as is the case now with the Coronavirus Pandemic. 

As the UK’s largest generator of low-carbon electricity, we recognise we have a critical role to play in keeping the lights and heating on. So please be assured that we have detailed plans in place to ensure that we continue to deliver power and services to our customers and partners. The steps we have taken will minimise risks to all of us. These steps are specifically designed to ensure we can safely continue to supply energy to the grid and our millions of customers and of course we are sure all our Customers will understand that we need to prioritise our resources to ensure we answer urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply.
When the pandemic began, we did not waste resources on sending individual notifications to our customers under these regulations. Instead, we issued a general notification to all our customers explaining that we recognised we would not be able to deliver the same standard of service as we have in the past. This helped us prioritise and focus our limited levels of resources on ensuring we kept critical activities going for as long as possible, and were able to continue to support those customers who need us most.
Now that we have had time to put some measures in place to deal with the impact of the pandemic, we are taking the earliest opportunity to confirm that we only consider it necessary to apply the exemption in relation to: 

  • the standards of performance relating to offering timed appointments, under regulation 3;
  • the standards of performance relating to assessing meter faults, under regulation 4;
  • the standards of performance relating to attending customer premises to restore supplies in the event of a fault with a prepayment meter, under regulation 5; and
  • our obligation to reconnect customers we have disconnected because they did not pay their bill, within 24 hours of their making payment, under regulation 6.

This is therefore an update to our previous general notification. 
We hate letting our customers down and take pride that we don’t do this often. That’s one of the reasons we have recently been rated number one for customer service by Citizen’s Advice. So, thank you for your patience and support during these challenging times.

Finally, if you need to get in touch, but it's not urgent, please use our online services such as our mobile phone app which you can download via the App Store and Google PlayYou can also manage your account online via MyAccount.

What measures have you taken to comply with government guidance on managing the spread?

We confirm we have complied with the government guidance for managing the spread of COVID-19. You can download our certificate here.

  • We have carried out a COVID-19 risk assessment and shared the results with the people who work here.
  • We have cleaning, handwashing and hygiene procedures in line with guidance.
  • We have taken all reasonable practicable steps to help people work from home.
  • We have taken all reasonable practicable steps to maintain a 2-metre distance in the workplace, in your home and business.
  • Where people cannot be 2-metres apart, we have done everything reasonably practical to manage transmission risk.

Help for our home and SME business customers

What happens if I, or my business, can't pay my energy bill?

For customers who face financial difficulties, we have developed a package of measures to help. We've also welcomed the government’s recent announcement of help for those who are struggling during the current crisis. Be sure to check what benefits you may be entitled to. Money Saving Expert has also put together a very useful guide and your rights.

The promise also included support for businesses, such as grants. You can find out more about it on the government’s Coronavirus advice webpage

If you're seriously affected by the crisis we may be able to offer additional help, such as a payment plan. This will be reviewed on a case-by-case basis.

We can also use our existing partnerships with Citizens Advice Plymouth and IncomeMax to help our customers maximise their existing income and manage their money. 

We need to prioritise answering urgent enquiries from potentially vulnerable customers and dealing with emergencies. If you need to get in touch, but it's not urgent, you may find it's quicker to manage your account online.

You can also speak to an advisor using our 24-hour live chat service, or you can visit our personalised priority services area to find out about additional support we offer to our vulnerable customers.

Read our energy efficiency advice.

What are you doing to help people whose home energy bills are going up because of lockdown?

It's early days but since the lockdown started we can see our residential customers' energy use has increased by about 3%. We can tell this from our smart meter data.

Over the last year, we've reduced our prices by at least 7%(2). So we hope most people's bills will not increase much if at all, compared to what they were paying this time last year.

That's why we're focusing all our efforts on helping those most in need — whether their energy use has increased or not. Our aim is to prioritise customers in financial difficulty or in danger of losing supply.

What services do we have to help customers most in need?

  • We're using our hardship fund to help our customers with prepayment meters who can't afford to top-up
  • We're redeploying hundreds of our smart meter engineers to provide emergency support. Delivering prepayment top-ups to those who cannot leave their home
  • We'll also offer customers most in need financial support through things like our payment plans. We'll review these on a case by case basis

We are encouraging all customers to make simple changes that can make a big difference:

Pay by Direct Debit and you could save more than £80 (3) a year

  • On average we give customers who pay by Direct Debit a discount of over £80 a year(3). Paying by Direct Debit reduces our administration costs. We can then pass these savings onto our customers. Log into MyAccount now or register to change your payments to Direct Debit. It only takes a few minutes.

Make sure you're on the cheapest tariff

  • One of the quickest and easiest ways to save money is to make sure you're on the best energy deal. You can do this in a few minutes using MyAccount. Either register or update your tariff now. Early exit fees do apply on some of our fixed tariffs - typically those that have the lowest rates or biggest incentives attached.

How is EDF's customer service affected? I can’t get through to anyone. What should I do?

We're sorry you're having difficulty getting through. We're prioritising urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply.

If you need to get in touch, but it's not urgent, please use our online services such as MyAccount or our mobile phone app which you can download via the App Store and Google Play.

If you're a business and have to close over the coming weeks, please take your meter reading before you close/move out and submit it via MyAccount.

We hate letting our customers down and take pride that we don’t do this often. So, thank you for your patience during these challenging times.

Someone's due to visit my home to check my boiler – what will happen?

We confirm we have complied with the government guidance for managing the spread of COVID-19. You can download our certificate here.

  • We have carried out a COVID-19 risk assessment and shared the results with the people who work here.
  • We have cleaning, handwashing and hygiene procedures in line with guidance.
  • We have taken all reasonable practicable steps to help people work safely from a COVID-19 Secure workplace or work from home.
  • We have taken all reasonable practicable steps to maintain a 2-metre distance in the workplace, in your home and business.
  • Where people cannot be 2 meters apart, we have ensured at least a 1-metre distance and taken all the mitigating actions possible to manage transmission risk.

Will my switch to/from EDF be affected? Will I be left without energy?

At the moment our switching services are unaffected. This includes switching to and from EDF. We'll continue to monitor the situation closely and update customers as required.

I might have Coronavirus (COVID-19) but I have an emergency and need someone to visit me – what should I do?

The health and well-being of our customers is always our top priority. If you're self-isolating, have COVID-19 or think you might be suffering from it and are in need of an emergency re-connection, don’t worry.

In the event of an emergency, EDF engineers will continue to enter your property and do our best to ensure you are reconnected as quickly as possible. In order to do this, our operative will wear some Personal Protective Equipment to minimise the potential risks to themselves. This will be explained to you at the point of speaking to our call centre teams and by our operative who visits your home.

NHS Test and Trace have advised that an EDF employee who visited my property recently needs to be contacted. What should I do?

Contact us on 0333 200 5100. Choose option 9 and our advisor will take your details and arrange to trace our employee.

Help for our larger business customers 

What other ways can I contact you about my account?

  • Self-serve. The quickest and easiest way to get the information you need is to self-serve online where you can complete a number of transactions including: downloading copy invoices, submitting meter readings and exporting consumption data 24 hours a day. To support you, we’ve made a series of how-to videos.
  • Live Chat: We’re also on hand to answer your query online via Live Chat by clicking the Green ‘Chat’ button on your MyBusiness homepage.

Are you still doing face to face meetings and events?

As per government guidance, all of our events and face to face meetings are now on hold. Meetings are still being held remotely via Skype or telephone.

We’ll still be holding our TalkPower webinars to keep you up to date on the latest industry news. Make sure you’re registered to receive notifications.

Help for our supply chain

What are you doing to support your supply chain?

The wellbeing of our suppliers, staff and customers alike is a key priority for EDF. In these unprecedented times, we recognise the fantastic support from you, our suppliers, working together to keep the lights on: powering homes and businesses.

Click here to find a summary of some of the main support resources available to you. 

 

Changes to our recruitment process

How will the interview process work during COVID-19?

If you’re invited to an interview then this will take place via phone or using video technology initially. Your Recruiter will discuss the various digital options available with you.

How will assessment centres be run during COVID-19?

We’re looking to move assessments centres to a virtual online platform and if you’re invited to an assessment centre then your Recruiter will provide further details.

What’s the process if I’m offered a job during COVID-19?

If you accept the offer of a job with EDF then you’ll need to complete a number of pre-employment requirements prior to your start date. Your onboarding consultant will be on hand to guide you through this process and explain how we’re using technology to simplify the gathering of this information.