Helping you during the Coronavirus crisis

We’ve developed a set of COVID FAQs covering the main concerns and questions people have. We’ve also set up many of our customer service advisors to work from home, and so although it may take a little longer than normal, we’re here for you. Or if you’d rather, you can Whatsapp us on 07480 802942 or text 07481 341928 and we’ll get back to you.
For more information and advice on the Coronavirus please visit the NHS website. You can also find the latest government response to the coronavirus on GOV.UK.

We're here to help

  • Alternative billing formats such as large print or braille - for those with visual impairments,
  • Free gas safety check - ensuring your gas appliances are working safely,
  • Password scheme - just tell us what password you'd like and we'll ensure anyone visiting your property confirms it with you,
  • Regular reads scheme - If you need help reading your meter, we might be able to do it for you. We can send someone to your home to read it on a regular basis.
  • Bill nominee scheme - arranging for communications to be sent to a friend or family member.

The Priority Seri​​​​​​vices Register (PSR) is a free service offered throughout the energy industry available to domestic customers across England, Wales and Scotland. For further information, we've put together our frequently asked questions.

Who we work with

We've teamed up with a range of organisations and charities to offer you extra help when you need it the most. Find out who we work with.

Letting us know if someone's passed away

Looking after someone’s affairs while you’re grieving is never easy. So to try and make this easier, here's some information on what you need to do about their EDF account. You'll also find details for some of our partners and ways they can offer extra help concerning bereavement.

Alternatively, use our online bereavement notification form. It's the simplest way to let us know someone has passed away. Once submitted we'll take care of the rest for you. 

Support we offer

Managing your money

We're working with Citizens Advice Plymouth to give our customers across the country independent advice to help them manage their money, including help prioritising all sorts of bills and supporting customers to identify all options for improving their situation.

Increasing your income

We want to make sure you’re getting everything you’re eligible for and that your income is maximised to its full potential. So to check there aren’t any state benefits or tax credits you’re missing out on we've teamed up with IncomeMax.

Staying safe

We need to know if you have essential medical equipment that relies on an uninterrupted power supply. We’ll ensure that, for customers on the Priority Services Register, the distribution network operator is also aware of your needs so they can support you in case of a power cut.

Eligible customers will be entitled to a free gas safety check. You will need to apply for this every year. There’s also lots of advice to stay safe online and keeping warm in the winter months.

EDF's Customer Support Fund

The EDF Customer Support fund awards grants to some of our most vulnerable customers at a time when they need it most. The Fund helps customers clear domestic gas and/or electricity debts and to help customers remain debt-free. We can also offer help to provide essential energy-efficient white goods.

Step 1 Contact us to see how we can help you. We'll review your current energy tariff and how much energy you use. This will help us see if we can save you money on your future energy bills.

Step 2Independent advice. Access free independent advice on managing your money and maximising your income. We can refer you to one of our trusted partners IncomeMax or Citizens Advice Plymouth. Helping you take control of your finances. Register through our Priority Services and we'll get them to contact you. They can also help you with your application to the Fund.

Once you've completed step 1 and 2 you can register your details and apply for the Fund on the Let’s Talk website provided by Charis Grants. You will be guided through the application process, explaining what information you'll need. Don't worry you can save the application as you go so you don't lose any stage. It may be helpful to have your most recent energy bill to hand.

Once completed they will consider the information you've provided. Successful applications will receive an award.

Apply now. You'll be directed to the Let's Talk log in page.(1)

 

Need any other help?

Call our team on 0800 269 450 and we'll make sure you get the right support for your needs.

Support for you and your home

Free gas safety check

Do you qualify for a free gas safety check? If you receive benefits or a state pension, we may be able to check your gas appliances for free. Use our form to see if you're eligible. You will need to apply for this every year.

ECO


Need to insulate your home? Check if the governments ECO scheme could help you with a new boiler or home insulation.

Need a new boiler?

If you're not eligible for ECO we've teamed up with BOXT to replace your boiler. You can spread the cost and get a new boiler the very next day.

 

 

Smart Meters


Following the outbreak of COVID-19 we paused our smart meter appointments. We've made some changes to our installation procedure to make sure we can install your smart meter safely. We're back on the road installing smart meters.

Find out what we've changed and how to book an appointment.

Warm Home Discount Scheme

We're busy preparing for the launch of the 2020/21 scheme which will be opening later this year. If you'd like to register your interest so we can contact you once the new scheme is open we've created a form where you can leave your details.

Register interest in Warm Home Discount Scheme

Helping keep relatives safe

Worry about someone that lives independently, such as an elderly relative? The Howz Home Care Kit can learn their routine using sensors and a smart plug. You’ll receive notifications if somethings not happening as normal, so you can check all is ok.