EDF sets aside £30 million to support vulnerable customers over winter, including £6 million in debt support as this continues to rise

• EDF commits £6 million to debt relief and debt-matching support, on top of £24 million across existing customer support services
• Around £2.5 million of debt was cleared last year due to EDF’s customer support fund, with more than eight in ten customers remaining debt-free after 12 months
• A joined-up approach is urgently needed from Government, industry and Ofgem to help more households build a sustainable pathway out of debt

EDF is directing £6 million into debt relief and debt-matching support through its Customer Support Fund this winter, building on support that has already helped hundreds of vulnerable households become debt-free. The funding will help these customers reduce arrears, maintain affordable ongoing payments and build a sustainable route out of debt.

The investment comes as the UK's energy debt challenge continues to grow, impacting household bills and the resilience of suppliers. Debt has doubled over the past three years, with more than five million customers now in debt. 

Moreover, around 75% of unpaid energy debt has no repayment arrangement in place, leaving many households without a clear plan to become debt-free.¹ As a result, customers can fall further behind, despite their efforts to keep up with energy bills.

Combined with £24 million invested across existing support services, EDF will provide a total of £30 million of support for vulnerable customers during 2026/27. This includes providing electrical goods, such as heaters, to those who need them, free gas safety checks, help for partially sighted customers, as well as partnerships with charities such as Scope and Age UK. The aim of this year's winter support package is to help customers move from debt towards long-term financial stability.

Last year, EDF's Customer Support Fund helped clear around £2.5 million of debt for some of the most vulnerable households. More than 85% of those who received debt relief through EDF's support schemes remained debt-free after 12 months, demonstrating the lasting impact of targeted support.

After being referred by Citizens Advice Plymouth (CABP), one customer living with paralysis was identified as having accumulated more than £4,000 of energy debt due to the increased energy costs associated with their disability. CABP worked with the customer to secure support, leading to financial assistance from EDF through its Customer Support Fund, administered by the charity Charis. As a result, the customer was able to increase their ongoing payments, begin reducing their outstanding balance and is now on track to become completely debt-free within nine months.

In another case, a customer experiencing mental health difficulties had stopped engaging with their energy account and fell into debt. Through support from the EDF Customer Support Fund, they re-engaged, set up a Direct Debit and successfully cleared their outstanding balance. They continue to make regular payments and remain debt-free.

They said: "I will remain eternally grateful for their assistance in helping me out at this time of need. It does feel shameful to need to apply for help, but EDF provided reassurance throughout the process and never made me feel guilty at all."

While support from suppliers remains essential, there is an urgent need to reset the sector’s debt landscape. The cost of debt is on average adding £60 to each domestic bill for those that are making payment, with Baringa forecasting this could reach £100 if total debt reaches £7 billion by the end of the year. Average bills are due to increase again from January due to the outlook for gas prices.

Government support should include introducing a targeted social discount to provide additional help for households most at risk, building on the existing Warm Home Discount scheme. It also means action to reform the energy debt regulatory framework to encourage smart prepayment, improve data sharing and make greater use of verification to better target support. 

Jessica Taplin, Chief Executive of Charis said: “Winter is already a difficult time for households struggling with energy costs, and this year brings further pressure. The energy price cap rose in October, just as people begin to use more energy to heat their homes, with further rises expected from January.”

She added: “For people already facing financial difficulty or living in vulnerable circumstances, even relatively small increases can make an already stretched household budget much harder to manage. That is why accessible, timely support is so important. Helping people with their energy costs can provide immediate financial relief, but it can also help them stay warm and well, reduce anxiety about bills and prevent difficulties escalating into crisis.

We are delighted to support EDF’s initiatives that identify people who may be struggling and make it as simple as possible for them to access practical help when they need it most.”

Chris Larkin, Executive Director of Dementia Support and Partnerships at Alzheimer’s Society said: “We know that financial difficulties can create stress and anxiety, and we recognise EDF’s commitment to supporting their vulnerable customers with measures designed to reduce debt and improve financial resilience. 

As we approach Winter, we want to encourage anyone affected by dementia who may be struggling with their energy costs to speak to their energy provider. They can explain what support may be available and help ensure you’re accessing the help you’re entitled to.”

Joe Souto, Director of Retail at EDF said: “Our experience shows that targeted support can make a real difference, which is why we're directing our efforts towards helping customers reduce debt, regain control of their finances and build greater financial stability for the future.”

"While measures such as the Warm Home Discount provide valuable support for millions of households, the scale of today's energy debt challenge means more action is needed. A targeted social discount could help households most at risk by reducing bills at source, making it easier for customers to keep up with payments and less likely that they fall into arrears in the first place."

1. Statistics taken from Energy UK’s latest data on household energy debt, August 2026.