Welcoming customers from iSupplyEnergy

On 12 March 2020, iSupplyEnergy’s parent company, Vattenfall, reached an agreement with EDF to transfer your energy contract to them.

Your energy supply will soon transfer from iSupplyEnergy to EDF. Don’t worry, during your transfer there will be no interruption to your supply and you don’t need to do anything. Your prices will not go up and, if you pay by Direct Debit, it will automatically transfer to EDF so please don’t cancel it.

Customer accounts will start to transfer to EDF in April and our plan is to have most customers transferred by the end of June.

You don’t need to do anything. EDF will be in touch to welcome you when you transfer. In the meantime, iSupplyEnergy remain your supplier and you can contact them on 0330 202 0298 and through the normal channels.

Rest assured, your energy supply will not be interrupted due to the transfer process. 

EDF will confirm if your smart meter will still work in smart mode once your new account is live.

EDF will continue to provide 100% renewable electricity for the duration of your existing tariff. As with your iSupplyEnergy contract, EDF will continue to match 100% of your electricity consumption with UK sourced Renewables Energy Guarantees of Origin (REGOs) certificates, which are issued by the UK energy regulator Ofgem.  And when your tariff comes to an end, you can rest assured that all of EDF’s tariffs are 100% low-carbon.

EDF prides itself on leading the transition to a cleaner, low emission electric future, tackling climate change, and helping Britain reach net zero. EDF is the UK’s largest producer of low-carbon electricity and, as part of EDF Group, one of the largest producers of renewable electricity in Europe, so you can be confident you are joining a supplier that has low carbon at its core.

Electricity is sourced from its own UK power stations, the wholesale energy market, and other independent power generators. EDF is also a significant investor in renewables, with 36 wind farms and a battery storage unit providing low carbon electricity in the UK.  

If you are currently on a tariff where iSupplyEnergy offsets your gas usage, by investing in carbon reduction projects, EDF will continue to do this for the duration of your existing tariff. 

What do I do if there is an emergency with my energy supply once I’ve transferred to EDF?

Please take a look at what to do in an emergency.

If you have a fixed-term iSupplyEnergy tariff, the price you pay will be the same or lower and the time left on your contract will remain. 

If you’re on a variable tariff, you’ll move onto EDF’s fixed default tariff. Your prices will remain the same as they are at the point of transfer. The great news is that EDF will ensure these prices are fixed until 30 September 2020. EDF will provide further information about this at the time of transfer.

Your Direct Debit will be transferred to your new EDF account and you will continue to make payments on a monthly basis. Every six months, EDF will check that the amount you are paying covers your usage. You will be sent a bill every six months (instead of every three months) but will be able to view your previous EDF bills, energy usage and payments made, at any time via the EDF MyAccount service. Cash & cheque customers will continue to be billed monthly and prepayment customers will continue to receive bills annually.

In some instances, your tariff name will change in EDF’s system. You will also continue to receive information on your energy usage, but this will now be included in your bills and within other communications, rather than in a separate Annual Energy Summary. 

EDF will contact you with information on how to set up a new EDF MyAccount, once your account has transferred over. From there, you’ll be able to manage your energy account online. Until you transfer, you can continue to use your iSupplyEnergy MyAccount as normal.

Once you’ve registered for EDF’s version of MyAccount, you can log in to select your payment method online. If you currently pay for your energy by Direct Debit, there’s nothing for you to do. We’ll automatically transfer it across to your new account. The only difference will be that EDF will appear on your statements.

The prices you’re charged by EDF for your energy will be the same or lower than the prices charged by iSupplyEnergy.

If you’re on a fixed contract, your terms won’t have changed, so an exit fee will apply if you switch before the end of your contract. Customers on variable tariffs will transfer to a fixed end date tariff but will be able to leave before the end date without paying an exit fee. We hope you stay with EDF, as we have lots to offer, including competitive prices, customer service that’s rated Excellent on Trustpilot and market-leading low-carbon credentials.

iSupplyEnergy will only share personal data that’s relevant to the transfer of your account to EDF.

iSupplyEnergy advise you to complete your transfer to EDF before considering changing supplier. This will help prevent any confusion or delay in your transfer. We'ill let you know once the transfer is complete.iSupplyEnergy have chosen to transfer your supply to EDF because we share many of the same values. If you choose to leave your fixed contract early, exit fees will apply.

If you’ve already told iSupplyEnergy you’re moving home, you do not need to do anything else. If you haven’t told iSupplyEnergy, please contact hem when the move takes place. If you’ve transferred to EDF by then, you’ll need to contact us. EDF will provide our contact information once you’ve transferred.

The request that goes through first will be the one that goes ahead. Whichever supplier that is will be in contact with you.

If your iSupplyEnergy contract comes up for renewal before you transfer to EDF, you will be able to change your tariff to another iSupplyEnergy tariff. When your account has transferred to EDF, you will be free to change to another eligible EDF tariff when your contract is coming to an end.

Continue to use your current iSupplyEnergy key or card. Once your transfer is complete, you’ll be sent a new EDF key or card, which you’ll need to start using straight away.

If your tariff is due to end before your transfer to EDF is complete, we’ll manage your renewal as normal and you’ll transfer to EDF on that tariff. If your tariff ends after your transfer to EDF, your tariff will not change until that date. EDF will contact you with a new renewal offer at that time.

Yes, your current Direct Debit will automatically be transferred across to your new EDF account. Your regular payment date and the amount will not change as a result of the transfer. Once you’ve moved across to EDF, we will contact you to confirm your Direct Debit details.

No, please don’t cancel your Direct Debit. It will be automatically transferred to EDF. You’ll notice that EDF will appear on your bank statement rather than iSupplyEnergy once we start collecting payments.

Please pay any bills you receive from iSupplyEnergy in the normal way. Once your account has been transferred, bills will be issued by EDF and you’ll need to pay us. If you paid iSupplyEnergy by Direct Debit, you don’t need to do anything different. The Direct Debit you set up with iSupplyEnergy will transfer to your new EDF account. 

Whether you’re in credit or debit, your entire balance will transfer over to your new EDF account.

Yes, when your account is fully registered with EDF, you'll be sent information about the services available as part of our Priority Service Register.

If you have a Feed-in Tariff (FIT), you’ll need to select and agree to terms with a new FIT Licensee. An affected FIT generator can request payments from any FIT Licensee. If you wish to register for your FIT payments you can sign up on our site.

While your account is still with iSupplyEnergy, you can raise a complaint with them in the normal way.

iSupplyEnergy will continue to work with the relevant organisation to resolve complaints opened before your transfer to EDF.

Most of your questions will hopefully be answered in this FAQ and we’ll ensure they’re kept updated to contain the latest information. iSuppluEnergy will continue to communicate with you and we'll send you a welcome pack once you transfer. If there is something you need specific help with, please contact iSupplyEnergy customer services team on 0330 202 0298.

Once your EDF account is live, you will receive all the details you need to contact us. Until then, please contact iSupplyEnergy on 0330 202 0298.