Welcome to customers joining us from Pozitive Energy
We know things are changing for you, but we've got your back. The info below will help you through it. Just know, you're in good hands!
Latest updates for customers joining us from Pozitive Energy
Update 1 August 2025
We're excited to welcome residential customers from Pozitive Energy to EDF
All customers who previously got their home energy from Pozitive Energy will now be moving over to our service.
Pozitive Energy has decided to step back from supplying residential customers. If we've been in touch with you, it means we're taking over your energy supply. Don't worry! We're teaming up with Pozitive Energy to ensure a seamless transition and provide you with all the support and info you need every step of the way.
Key points;
- Please don't worry – your supply will continue uninterrupted
- Please take a meter reading if it's safe to do so and keep it handy
- We'll work on getting you set up with your new EDF account as soon as possible
- If you're in credit, your credit balance will be moved over to your EDF account
We've gathered some information below to help guide you through this process so you understand what will happen when we transfer your energy account to us. There is no need to contact us right now. We'll keep you updated along the way. Sit back and relax whilst we work in the background.
About your energy supply
What's going to happen to my energy supply?
Don't worry. Your energy supply will continue uninterrupted, so you don't need to do anything right now.
What do I do if there is an emergency with my energy supply?
Please see our "What to do in an emergency" page for details on reporting gas leaks or disconnection issues.
Do I need to provide a meter reading?
There is no need to provide us with a meter reading at the moment. Please take a meter reading if it's safe to do so and keep it handy – we’ll let you if we need this.
Before I heard about this change, I started switching to another supplier (not EDF). Will this still go ahead?
The switch to your chosen supplier will still go ahead. You’ll hear from your new supplier in due course. If you change your mind and want to join EDF, we’d be happy to have you, but you’ll need to either cancel your contract with your chosen supplier or contact us later when you’re eligible to switch again.
How do I manage my account online?
We’ll contact you once your transfer to EDF is complete and send you details on how to manage your account online. For now, sit back, relax, and know that we’re taking care of everything for you.
About your payments and balances (including Direct Debit)
Will my Direct Debit payments be transferred?
Unfortunately, we cannot transfer your Direct Debit when setting up your EDF account, which means your account will start with EDF using our cash or cheque payment method, meaning you pay on receipt of the bill.
Don’t worry. Once your transfer is complete, you can set up a Direct Debit with us. You can do this easily via your online MyAccount or by getting in touch with us directly. Your transfer will be complete once we reach the start date noted in your welcome letter. You can also track your transfer using your online account.
Should I cancel my Direct Debit payments?
No, please do not cancel them.
Unfortunately, we cannot transfer your Direct Debit when setting up your EDF account, which means your account will start with EDF using our cash or cheque payment method, meaning you pay on receipt of the bill.
Don’t worry. Once your transfer is complete, you can set up a Direct Debit with us. You can do this easily via your online MyAccount or by emailing us at hello@edfenergy.com. Your transfer will be complete once we reach the start date noted in your welcome letter.
What happens to my balance?
After you receive your final bill, any remaining balance will be refunded to you by Pozitive Energy.
About your energy tariff and contract
Will I stay on the same tariff?
You'll be switched over to EDF onto our Deemed Variable tariff, this is priced at Ofgem's current price cap rate.
Look out for the details regarding your new EDF tariff in the welcome comms we'll send you.
About your smart meters
Will my smart meters continue to work?
It depends on the type of smart meter you have. If it was installed recently and is a second-generation ‘SMETS2’ meter, it should still work, and you’ll be able to transfer seamlessly. If it was installed a while ago and is a first-generation (SMETS1) smart meter, it might go into non-smart mode and will work as a traditional meter again. Rest assured, this won’t affect your energy supply.
If you don’t have a smart meter yet when your transfer to us is complete, head to our smart meter page. If we have any installers in your area, you’ll be able to book an appointment to get a new smart meter soon.
I have a smart meter appointment booked with Pozitive Energy – will this go ahead?
No, your smart meter appointment will not take place with Pozitive Energy. Don't worry, though. Once your energy account transfer is complete, you can request a smart meter appointment through us.
Other queries
I have an ongoing complaint. What happens to this?
All complaints will continue to be managed by the team at Pozitive Energy until it's resolved. We’re hoping you won’t, but if you have any complaints after joining EDF, get in touch with us, and we’ll be happy to help. Take a look at our complaints page to find out how to raise your complaint, so we can put it right.
I’m listed on the Priority Services Register. Will I remain on the register when I transfer to EDF?
Yes, when your account is fully registered, Pozitive Energy will send us your details for the Priority Services Register. We'll then update your energy account to ensure you remain on the priority services register moving forward.
How do I contact you about my transfer
You shouldn't need to contact us but if you need to get in touch about your transfer, just email our team at hello@edfenergy.com. Alternatively, you can text us via WhatsApp. Please WhatsApp your message to 07480 589 950(1) or scan the barcode below. Just confirm you want to open a message when you see the notification.
Choose EDF for your energy
Simpler
Our customer service is rated excellent on Trustpilot
Cheaper
Find our lowest prices today!
Cleaner
We're Britain's biggest generator of zero carbon electricity(2)