Extra support when you need it
Get more time to pay
Struggling to pay off your bill? We can work with you to find an affordable way for you to pay off your debt.
Can I pay part of my bill now and part later?
Yes, you can if your bill was issued within the last 14 days.
- Log in to MyAccount
- Go to 'Make a payment'
- Change ‘Payment amount’ to the amount you want to pay now
- Enter your payment card details (if you haven’t already saved these)
- Click 'Pay now'
- Log into the EDF app
- Go to Bills & Pay
- Tap ‘Make an extra payment’
- Enter the amount you want to pay now
- Tap ‘Pay this amount’
- If you make a part-payment, you must pay the rest within 14 days of receiving the bill.
- If you’ve had a payment reminder from us, then you must pay straight away.
Can I get more time to pay my bill?
Get in touch within 14 days of getting your bill, to find out if we can extend your payment deadline.
We might be able to set up an instalment plan. This allows you to pay off your balance in smaller amounts over an agreed period.
Please remember you need to keep up with your instalments once you've set up a plan. If you miss a payment, we’ll need to start our debt recovery process.
I've made a card payment, why hasn't my instalment plan changed?
Making a one-off payment will not change the amount you pay towards your instalment plan. It will instead be used towards your future energy use, and could therefore reduce your Direct Debit payment at your next check in.
If you want to make a payment towards an instalment plan, or pay it off in full, please contact us.
Spend less on energy
1. Make sure you're on the cheapest tariff
One of the quickest and easiest ways to save money can be to find a better energy deal – you can do this in just a few minutes.
2. Check our 'top ways to save energy' guide
This gives you simple tips on how to reduce your energy bills – at little or no cost! It includes ways to save money in the kitchen, bathroom and on the heating and lighting throughout your home.
3. Get a smart meter
Having a smart meter won't automatically mean lower bills; but it can help you cut your energy use. Smart meters give you an up-to-date and accurate picture of your energy use. With this at your fingertips, you can see where you might be able to reduce your energy use – and therefore your bills.
4. Switch to a smart Pay As You Go meter
Having a pay as you go (PAYG) smart meter won’t automatically save you money, but it can help you reduce the energy you use.
- You pay for your energy before you use it by adding credit to your meter
- You only spend what you can afford, but can add to your credit whenever is convenient to you
- Topping up your credit is easy and can be done online as well as at traditional PayPoint stations
5. Pay by Direct Debit
Switching to Direct Debit will cut your annual energy costs – because you'll pay less for every unit of energy you use compared to any other payment method.
6. If you pay by Cash/Cheque quarterly, switch to make monthly payments
If you switch to Cash/Cheque Monthly, you can get smaller bills every month. This might help you to manage your costs better. Get in touch to move to Cash/Cheque monthly.
Use the budget function on your prepayment meter
How do I know if my meter has the budget function?
You'll have a white or grey button on your electricity meter, and a black button on your gas meter if you have the budget function.
How do I use the budget function on my electricity prepayment meter?
1. Top up your key in the usual way, and put it into your meter.
2. Press the white or grey budget button, until you see the amount of credit you want to release.
3. Once you've used up this credit, your electricity supply will stop.
4. Put your key back into your meter to release the rest of your credit, and start your electricity again.
You can repeat these steps if you only want to release small amounts of your remaining credit each time.
How do I use the budget function on my gas prepayment meter?
1. Top up your card in the usual way, and put it into your meter.
2. Press the black budget button once to release £1 of credit; twice to release £2 of credit; three times to release £3 of credit; and so on.
3. Once you've used up this credit, your gas supply will stop.
4. Put your card back into your meter to release the rest of your credit, and start your gas again.
You can repeat these steps if you only want to release small amounts of your remaining credit each time.
Warm Home Discount scheme
Find out all about the Warm Home Discount, who qualifies and how to apply
Can I get the Warm Home Discount?
The Warm Home Discount is a rebate that's given out once a year to people who need extra support to pay their energy bills. There are two types of Warm Home Discount:
1. Warm Home Discount Core Group
If you receive the Guaranteed Credit element of Pension Credit, then you should automatically receive the Warm Home Discount each year. The Department of Work and Pensions (DWP) will write to you to let you know if you're eligible.
2. Warm Home Discount - Support Plus
This is for customers who don't qualify for the Core group, but who receive certain benefits.
I’ve got my Warm Home Discount letter from the Department of Work and Pensions (DWP). What do I need to do now?
Your letter will have a reference number beginning with M or U.
If your reference number starts with an M: You’ll automatically get your rebate. Most rebates will be paid by 28 February 2022. Your rebate will come from the electricity supplier you were with on 4 July 2021.
If your reference number starts with a U: The DWP aren’t sure who your supplier was on 4 July 2021. The letter will tell you how to contact them to give them this information, and the date you need to do it by.
I have a credit meter. How will I get the warm home discount?
We’ll add a credit to your account and it will show up on your next bill.
Where can I redeem my Warm Home Discount voucher?
You can redeem your voucher at any Post Office branch. Find your nearest branch.
My Warm Home Discount voucher isn’t working. What should I do?
You’ll also need to get in touch if your meter has changed to a Smart Pay As You Go meter. This is so we can arrange to apply the rebate to your meter.
Can I use my Warm Home Discount voucher if I have a smart meter or a smart Pay As You Go meter?
If you have a smart meter, you'll just see your Warm Home Discount on your next bill. You won’t be able to use your voucher if you have a Smart Pay As You Go meter, but you’ll still be able to get your rebate. Get in touch with us and we’ll arrange to credit your meter.
I have a prepayment meter. Can I split the £140 between my gas and electricity?
The £140 will be credited to your EDF meter key or card in one transaction. The Warm Home Discount Scheme applies to electricity bills. If you want the discount to apply to your gas bill instead, then you need to let us know on 0333 009 7020(1) before we apply it to your electricity meter.
Why have I been contacted to ask for evidence that I’m eligible?
We use a third-party verification company called IncomeMax to check that the rebates in our Warm Home Discount – Support Plus Group are going to the right people.
If you’ve been contacted by IncomeMax, you’ll need to respond and provide the evidence that they ask for in order to receive the rebate.
I can’t see my Warm Home Discount rebate on my Smart Pay As You Go meter but I’ve had notification to say it’s been applied. What should I do?
Enter your Unique Transfer Reference Number (UTRN) on your meter. If we have a mobile number for you, we’ll have sent this to you as an SMS. You can also find it in MyAccount.
Find out how to enter your UTRN into your meter.
Who will give me my Warm Home Discount if I change supplier?
If you qualify automatically because you were receiving the Guarantee Credit element of Pension Credit on 4 July 2021, then the discount will come from the electricity supplier you were with.
If you’ve applied for the Warm Home Discount – Support Plus group and your electricity supplier changes before you get the rebate, then you’ll need to reapply with your new supplier.
Bear in mind that not all suppliers are part of the Warm Home Discount Scheme. They might have different deadlines or criteria for deciding who gets a discount. You can check which suppliers are part of the scheme.
Did you know there are heating grants, energy-efficiency schemes and financial support for home improvements?
Get third party deductions (Fuel Direct)
What are third party deductions / Fuel Direct?
The third party deductions scheme – also known as Fuel Direct – allows you to pay off your energy debt and bills in small amounts over time. These payments come directly out of your benefits.
This method of payment is available for both electricity and gas accounts. The amount deducted will include £3.70 towards any balance that is outstanding as well as a weekly instalment (calculated upon your energy usage) which will cover your ongoing consumption. The £3.70 is a fixed amount set by the Department for Work and Pensions (DWP).
What are the benefits of third party deductions?
- No need to worry about going out to make weekly payments
- Arrears are set up to be repaid at a low weekly rate
- Prevents further debt building
- Opportunity to receive energy efficiency advice
Am I eligible?
You can apply to join the scheme through EDF if you:
- have an EDF energy account
- owe us £71 or more in debt
- can’t pay by Direct Debit or can’t have a prepayment meter.
You also need to be on at least one of these benefits:
- Universal Credit
- Income-based Jobseeker’s Allowance
- Income-related Employment and Support Allowance
- Income Support
- Pension Credit
How do I apply to the Third Party Deductions scheme through EDF?
Complete the simple application form which asks you for your:
- EDF account number
- Meter readings (this is optional, but will speed up your application)
- Benefits details
- National insurance number.
We’ll let you know if your application is successful within 10 to 12 weeks.
Please be aware if you currently have one EDF Account Number for gas and electricity it will be separated into two accounts after a successful application. This is because you need to have one Account Number for electricity, and one for gas to be eligible. After a successful application you’ll receive a Final Bill for the account we’ve closed. You can ignore this bill; the balance for each fuel will be transferred to your new Account Numbers.
What happens once my arrears have been paid back?
We'll discuss ongoing alternative payment plan types and the best method of payment for you.
Other sources of support
Who can I speak to about my energy bills and debt issues?
We've teamed up with Citizens Advice Plymouth so you can get the help you need when it comes to:
- Energy poverty
- Benefits and grants
- Financial hardship
Please get in touch with Citizens Advice Plymouth and get the help you need.
Can I get a grant to help me pay for my energy?
The Customer Support Fund awards grants to some of our most vulnerable customer households. It aims to provide customers with a fresh start and financial stability. It can help you stay out of fuel debt and better able to afford ongoing energy costs.
The Fund also offers grants to buy essential energy efficient white goods such as cookers, refrigerators, or washing machines.
Find out more about the Customer Support Fund and apply for support. Please also continue to pay your bills while your application is being processed – this will also increase you chance of getting a grant.
Can I get other benefits to help me pay for my energy?
We've teamed up with IncomeMAX to make sure our customers can maximise their household income. IncomeMAX can:
- check you're getting all the benefits and tax credits possible (even if you’re working)
- help you with your benefits claims
- give you top money-saving advice.
We'll put you in touch with the team at IncomeMAX if you qualify for this service – just take five minutes to fill out our online form to get the process started.
What other sources of free, independent energy advice are there?
Your local authority may have an Energy Conservation Officer who can advise you about energy efficiency. Advice may also be available from the authority’s customer services department. Find your local authority’s contact details.
National Energy Action
National Energy Action is an energy charity that helps low income households. It provides educational and training material about energy efficiency. For more information visit their website or call them on 0191 261 5677.
Foundations is the organisation responsible for coordinating the work of all home improvement agencies in the UK, including Care & Repair agencies. For more information call 0300 124 0315.
Calls to UK wide numbers are included in any inclusive call plan you may have. If you don’t have an inclusive call plan, calls are charged at a national rate. Please check with your service provider if you’re unsure. Opening time for the debt advice team are Mon-Fri 8am to 8pm and Saturday 8am to 2pm