EDF responds to rising household energy debt with £30 million Winter Support Package and calls for reform

• Customers in debt owe an average of 28 percent more than last year, as total number in debt falls
• Early action works with nine out of ten customers who received debt clearance support in 2024 staying debt free for at least 12 months
• Action needed from government, Ofgem and industry on Debt Relief Scheme, the future of WHD and a central database of vulnerable households

EDF warns that although fewer customers are in debt than last year, those who are owe significantly more, making recovery harder and driving up costs for all bill payers. In response, EDF has launched a £30 million Winter Support Package, funding debt relief, tailored one-to-one support, and expanded partnerships with charities and advice agencies. 

Across Britain household energy debt that is more than 90 days’ old has reached £4 billion according to Ofgem, double the level in 2022. However, this figure doesn’t account for debt held for less than 90 days. Around 20% of live residential debt owed by EDF customers is less than 90 days old, highlighting that the challenge could be even greater than Ofgem’s estimate suggests.

Debt levels are expected to rise further when the Ofgem price cap increases in October, with the average bill forecast to reach £1,744[1]. This pressure is already being felt, as average debt across all households in arrears has risen by 28 percent to £948. 

Evidence shows that timely support makes a real difference. In 2024, EDF cleared £1.5 million in customer debt, and nine out ten of those supported remained debt free for at least 12 months. Last year EDF also provided advice and support to 383,000 households struggling with their energy bills and has already reached 237,000 so far in 2025, with volumes expected to exceed last year thanks to new partnerships that extend the reach of support. 

Increasing debt affects all bill payers, adding an average of £166 to bills for customers paying by cash or cheque and £58 for those paying by Direct Debit. That is why EDF is continuing to push for reforms to better support customers. 

Proposals include an appropriately funded Debt Relief Scheme to give people a genuine fresh start, further reforms to the Warm Home Discount (WHD) to deliver an enduring, fairer social discount so energy remains affordable for those who cannot keep up. A central database of vulnerable households, using government data and building on plans for a cross-utility Priority Services Register, would also allow suppliers to reach people earlier and more effectively, creating a consistent way to support those most at risk.

The EDF Winter Support Package will extend support to more customers throughout the year, building on work already under way including:

• Partnering with TellJo to use real time wellbeing data to identify and help customers at risk earlier
• Expanding expert frontline teams so more customers with complex needs get tailored, hands-on help
• Relaunching Sunday Saver in September, offering free electricity on Sundays to customers who cut usage during the week
• Strengthening partnerships with Citizens Advice Plymouth, IncomeMax and Charis Grants to deliver financial and energy advice
• Continuing to offer our customers fixed products that will help them save money against the price cap

Philippe Commaret, Managing Director of Customers at EDF, said: “We know that when people engage early, we can help them get out of debt and stay out. Last year’s debt clearance success proves it works, with thousands of households supported and the vast majority remaining debt free. But too many customers are struggling in silence until what they owe becomes unmanageable.

“We need a system that reaches people sooner and protects the most vulnerable, while keeping costs fair for everyone. That means government, Ofgem and the industry acting together now.”

Support and advice are available at: edfenergy.com/billadvice