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.

Extra help to manage your individual or business finances 

The majority of us are still working 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.

 

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(2) 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?

Customers with prepayment meters

You can add credit to your key/card at any Payzone, PayPoint or Postoffice. There are more than 50,000 outlets where you can top up and most are open 7 days a week.

To find your nearest location click on the links below

Payzone   PayPoint   Post Office

If you need to talk to our dedicated prepayment team you can call us on 0333 200 5100(2) or contact us via WhatsApp on 07480 802942 or text us on 07481 341928 and we’ll get back to you.

Want to upgrade to a Smart Pay As You Go meter? Find out more info.

Customers with Smart Pay As You Go meters

If you've upgraded your Prepayment meter to a Smart Pay As You Go meter then you should be able to top up anywhere at any time via our online portal MyAccout. Log in now or register to start using this service (you'll need your EDF account number to sign up).

You can also set up low-balance alerts to help you manage the balance on your meter and add a payment card so you can just automatically top-up. 

Prefer to use our mobile app and manage your payments this way? Download the app from the Apple App Store or from Google Play Store

Other ways to top-up your Smart Pay As You Go meter

  • You can top up anytime using our 24-hour automated phone line. Call on 0333 200 5108(2)
  • Take your card or just your top-up ID along to your nearest PayPoint
     

If you're concerned about topping up

There is emergency credit stored on your smart Pay As You Go meter and Prepayment meter in case you run out of credit and can't top-up for any reason. You can then pay this back the next time you top-up your meter.

If you're struggling with paying for your energy and need that extra bit of help we want to make sure you know where to find it. So if you're worried about bills or managing your finances please get in touch with us so we can help you. We can offer debt advice and have a dedicated team who can help our customers with different services.

General help for all our customers

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

No, rest assured it won’t. As Britain’s biggest generator of zero carbon electricity(1), 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 have looked at the latest government guidance about the new tiered lockdowns and in all scenarios, we are able to continue installing smart meters.

Our smart meter engineers will be taking strict precautions, in line with Government guidelines, to keep you and themselves safe during any work at your home or business. In the event restrictions prohibit work being undertaken at your home or business at any time due to the coronavirus pandemic, we may not be able to offer you an appointment at this time. In the event you have an appointment already booked, we will contact you to let you know that your appointment may be cancelled and inform you of the next steps.

On the day of your appointment, our team will call ahead to check it’s still safe to visit. They’ll ask if anyone in your household is in a high-risk category or self-isolating. If this is the case, your appointment will need to be rescheduled. We're closely monitoring Government and Local Authority guidance regarding restrictions that would prohibit Smart Meter Installations.

If the appointment goes ahead

  • Our engineers will follow strict safety measures in line with government guidelines, including wearing PPE. If there is a known COVID risk at the property our engineers will be wearing a full protective body garment
  • Our engineers will also be observing social distancing, which includes asking you to stay safe in another room while they work. Wherever possible, please give our engineer space to work safely.  


To minimise the time our engineers spend in your home, they may work in a slightly different way to usual. We may have to leave with you links to areas of our website to find more information.  

For more information around Smart meters and information about your appointment, please visit our smart metering web page.    

Someone's due to visit my home or business. What is the process?

Appointments will carry on as normal across all our services. We've adapted how we work and our teams have been specially trained on how to keep everyone safe while they're inside your home. We're monitoring the latest news and updates on local lockdowns.

When your appointment date is due, our team or someone from one of our third-party suppliers will be in prior touch to that day with you to check if it's still safe to visit. They'll check if anyone in your household is in a high-risk category or self-isolating. If this is the case, your appointment will need to be re-scheduled. Please check your email and/or phone for their message. When the engineer arrives, they'll check this again with you in person.

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 Britains biggest generator of zero 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 rated Excellent by our customers on Trustpilot. 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 Play

You can also manage your account online via MyAccount
.

What measures has EDF taken to meet government guidance on managing the spread of Covid-19?

We’ve been working hard to make sure that we comply with government guidance to keep our people safe. We’ve put new processes and procedures in place at all our sites and are watching this closely, regularly communicating with our teams on any updates.

Here’s how we have complied with the government guidance for managing the spread of COVID-19: We’ve carried out a COVID-19 risk assessment and shared the results with the people who work here.

  • We have cleaning, handwashing and hygiene procedures and signage in place that follow the guidance.
  • We have taken all reasonable, practical steps to help people work from home, delivering IT equipment and office furniture to people’s homes, offering remote learning and wellbeing resources as well as holding virtual meetings.
  • We have taken all reasonable practical steps to maintain a 2-metre distance in the workplace, at home and business.
  • Where people can’t be 2-metres apart, we have done everything reasonably practical to manage the risk of transmission.
     

You can download our certificate here.

How will EDF support a Green Recovery?

The country needs a plan to get back to economic strength whilst also meeting the UK’s ambition to reach Net Zero by 2050, now set in the law. The energy sector has an opportunity to forge the path to recovery in a way that meets these ambitions, through investment, vital infrastructure projects and highly skilled jobs, apprenticeships and training opportunities. Our new nuclear development at Sizewell C alone would create 25,000 job opportunities, including 1,500 apprenticeships.

Our plan for a Green Recovery includes:

Zero carbon energy tariffs: We want everyone to share in Britain’s journey towards Net Zero, which is why all our home and small business tariffs are backed by zero carbon electricity as standard. We also offer all our large business customers zero carbon electricity tariffs.

Leading the charge for electric driving in Britain: Driving electric will help cut Britain’s carbon emissions considerably. We offer everything people need to drive electric in one place: cars, charge points and electric car tariffs. We’re investing in the infrastructure rollout, which is why Pod Point, Britain’s leading installer of electric car charge points, is now part of the EDF family. 

New technologies: We’re investing in low carbon technologies to heat homes to meet our ambition of helping our customers cut their combined carbon emissions by 2035.

Investing in the future: We aim to enable a £50 billion investment in the technologies generating of zero carbon electricity from wind, nuclear and solar. Sizewell C will provide thousands of job opportunities including 1,500 apprenticeships.

There is more: read how our plan for a Green Recovery will help create jobs and help Britain achieve Net Zero.

 

Help for our home and SME business customers

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

We know that Covid-19 has had a significant impact on our customers’ lives and many will be worried about paying their bills. That is why we want to reassure customers that we are here to help.

We're asking all customers who are worried about their finances or about paying a bill to take action and contact us. Ignoring debt only makes the problem worse. But we can only help if a customer gets in touch with us.


By contacting EDF, our expert customer services team will work with every customer to provide tailored support to get them out of debt and back in control of their finances as quickly as possible.

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.

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

Our data scientists have been working hard investigating real energy consumption data to give a more accurate prediction of the potential impact this winter could have on our energy consumption.
                                                                                                                                                     
We estimate that the potential impact of working from home this winter could be around a few pounds in a cold month or for a large household to their gas bill and below £10 a month for 90% of customers.

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 (4) a year

  • On average we give customers who pay by Direct Debit a discount of over £80 a year(4). 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.


We also offer a range of solutions for customers who are struggling we would  encourage then to find out if they're eligible for and of the following schemes;  

Warm Home Discount - offering eligible customers a £140 rebate on their energy costs.
ECO Scheme - offering eligible customers free energy-saving measures like loft insulation or a new boiler.

View our articles on energy saving.

Is EDF’s customer service affected?

Our customer services are operating as normal. On days when we are experiencing a high number of calls, you might find it quicker and easier to use our online services. Use MyAccount if you're not already registered you can register for MyAccount here.

Our mobile app means you can manage your energy account on the go which you can download via the App Store and Google Play. You can also text us via WhatsApp on 07481 34192.

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.

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?

If you receive a notification from the NHS track and trace app that you or someone who has been in your property has been identified as testing positive for Covid-19 we will investigate this as a matter of urgency and that relevant action will be taken to make sure that this is dealt with.

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

How do I spot a fake EDF email and protect myself from fraud?

EDF takes fraud and crime seriously and we want to do as much as we can to help protect our customers. That’s why we’ve put together this information.

The security information we hold about you is very important to both of us. When we contact you, we need to make sure we’re speaking the right person – the account holder or nominated representative – and that’s why we spend a few moments checking your identity so we know that you’re authorised to discuss your account and not a fraudster.

There are simple steps you can take to spot a fake email

Who’s it from? - Check who has sent the email. Even though the email will look legitimate scammers are good at making them look real they can’t hide who sent it. Our emails are always sent from no.reply@edfenergy.com or no_reply@edfenergy.com unless one of our advisors is contacting you directly.

What is the content about? – Often scammers use content that will make the people who receive it click on a link to give personal information like bank details, passwords etc. We will never ask you to disclose your password and you should never provide personal information if requested.

If you’re worried that you’ve received a phishing email then and live in England, Wales or Northern Ireland, you should report this to Action Fraud.

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?

Our TalkPower programme is now fully digital, meaning you can still hear from our experts on all the latest industry news, changes and updates. Make sure you subscribe to our TalkPower webinars to keep you up to date.

At this time, all of our events and face to face meetings continue to be on hold. Meetings are still being held virtually via video conferencing.

What support is available for my business?

What support is available for my business?

The UK Government have made a full range of business support measures available to UK businesses and employees. Full details of the different support available can be found on the government's website.

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.