Coronavirus: We're here to help you during this difficult time

The Coronavirus is affecting us all and we know you may need some extra help during this time. If you’re one of the many people whose financial situation has been impacted, there are many different ways we can help.

We may be able to offer alternative payment methods and longer repayment periods. Some services you can access straight away through our self-service platform MyAccount. Registration only takes a couple of minutes, you'll just need your account number when you do this. Where it's not possible to use our online services our teams can talk you through the options below and help identify which is the best for you.

The government are also supporting people affected by the coronavirus. Check out their advice on how to claim government benefits during the coronavirus outbreak.

 

Spread out your payments 

If you can't pay your energy bills we can offer an instalment plan at a level you can afford. 

  • If you're struggling to keep up with your payments you can apply for a Direct Debit instalment plan in MyAccount. Log in or register to set this up
     
  • If you are not currently paying by Direct Debit you're able to change your payment method in MyAccount by selecting Payment Method Change. You could save up to £80(1) a year by doing this. That’s because our admin costs are reduced so we can pass these savings on to our customers. If you’re not paying by Direct Debit, then it’s worth choosing this way to pay.
     

If you're not able to pay by Direct Debit you can contact our debt advice team on 0333 009 6992(2) (Mon-Fri 8 am to 8 pm and Saturday 8 am to 2 pm). We can help talk through the options available.

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Help budget by changing your billing frequency to monthly

Breaking your payments down into smaller, more manageable monthly amounts may help you budget.

  • If you want to change your bills from quarterly just contact our debt advice team on 0333 009 6992(2) (Mon-Fri 8 am to 8 pm and Saturday 8 am to 2 pm)

 

Having problems keeping your prepayment meter topped up?

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

  • If you're struggling to top-up, call our prepayment team on 0333 200 5110(3) and they'll be able to advise on how we can support you

We've teamed up with some great organisations to offer you extra support when needed

Using your benefits to pay off your debt

The Government's Third Party Deductions Scheme is another way to pay off any energy debt. Customers who are on certain benefits can use their current benefits to pay off their energy debt. Call us on on 0333 200 5100(3) and one of our advisers can talk you through Third Party Deductions and explain the impact it can have on your current budgeting.

Find out more about the scheme

EDF grants to help our most vulnerable customers

You may be able to receive a grant from the EDF Customer Support Fund. This fund awards grants to some of our most vulnerable customers to help clear domestic gas/and or electricity debts owed to us. It also offers grants for the purchase of essential energy-efficient white goods such as cookers, refrigerators or washing machines.

Find out more about this and other services through our Priority Services.

Supporting Our Customers - Hands holding paper cut-out family

Ways to maximise your household income

We've teamed up with IncomeMAX, a social enterprise that helps people to maximise their household income. If you’re struggling to pay your household bills because you live on a low income, even if you’re working, then you may be missing out on additional income you could qualify for. 

Apply for an IncomeMAX referral through our Priority Services online tool. We'll get back to you and show you all the services that are available

Go to our Priority Services tool

There's also free, independent debt advice available from these organisations

The Money Advice Service

Free and impartial money advice set up by the Government. It includes a useful free Budget Planner to help put you in control of your household spending.

Citizens Advice

We've been working with Citizens Advice Plymouth for 10 years to provide impartial advice to our customers who may be experiencing fuel poverty or financial hardship.
Please get in touch with Citizens Advice Plymouth if you need any independent advice.

Business Energy Help

Find out what government help you may be entitled to as a business customer.

The Business Debt Line provides free, impartial and confidential debt advice to small business and the self-employed.