Small business energy brokers

EDF are not notified of the reasons for a rejection, however the valid reasons that the customer's current supplier has objected to us taking over are: Change of Tenancy, Debt and Incorrect Supply Start Date (SSD)

Required Actions:

• Change of Tenancy (COT): If objection reason is COT, inform the Broker/Customer that they must get in touch with current supplier to complete a Move In before reapplying
• Debt: They would need to contact current supplier to understand what their debt threshold is. Confirm that once the debt is cleared, they will need to reapply. If objected to on 3 separate occasions, the contract will be cancelled and a new contract would need to be agreed.
• Incorrect SSD: This indicates that the Broker has agreed a start date for a date that the customer is still in contract with their current supplier.

Once the above is resolved, please click 'Reapplication after Objection' below for the next steps.

There are many reasons that a contract is not live, such as Missing Information on the submitted contract, (Please see 'Failed Submissions' category) Rejections or Missing data flows/Missing Reads etc.

For any 'Time to Live' queries, please wait until after the expected SSD before escalating to hellobusiness@edfenergy.com.

If we confirm the delay has been caused by missing data flows, please don't respond until 32 working days after the SSD as we cannot chase missing data flows before then.

To confirm what the agreed payment terms are for your contract, please refer to your EDF Small Business TPI agreement.

When submitting a contact: To reduce any unnecessary delays in contracts being processed, please ensure you attempt to submit them on the day the contract was signed.

Delayed contract submissions will be rejected if a price change has taken place since the contract signed date.

Review the submission on the same working day to confirm acceptance status ‘Sent to Supplier’.

If status shows ‘Submission Failed’, please refer to the ‘API Rejection Reasons’ glossary and follow the guidance provided based on which error message has been displayed.

If you cannot the resolve error independently, please email us at PartnerSuccess@edfenergy.com with ‘Failed Submission’ as the subject header. We will investigate and confirm what action is required to resolve the issue.

Any submissions to Partner Success must include the relevant MPXN and a screenshot of the portal error reason, failure to do so will cause further delays.

It's important that you notify EDF of all Change of Tenancies before submitting the sale to ensure the account has been updated with the new customer details.  Please only submit the sale once you have been notified by EDF that the Change of Tenancy has been completed.

Please send all 'Start Date Change Requests' to PartnerSuccess@edfenergy.com and add this request as the subject header in the email.

If you're an existing user and have been locked out of the portal, please attempt to reset your password via the 'Forgotten Password' function.

If this does not work, you can contact us at PartnerSuccess@edfenergy.com mailbox.

Please ensure you add 'Portal Password Reset' in the subject header of the email.

Incorrect / Missing information on contract or report:

• This will need to be amended by the Broker and resubmitted. We CANNOT amend mistakes on a contract. This will need to be amended by the Broker and a new contract must be submitted
• The Broker will be required to provide the customer with a new contract to make them aware of any changes

Incorrect / Missing Customer information on EDF's customer account system:

• Please submit a request to amend at business@ses-inbound.edfgb-kraken.energy

If you believe the length of the contract is inaccurate: 

• Please submit a request to amend it at PartnerSuccess@edfenergy.com

These enquiries need to follow the 'New Sub-Broker Approval Process'.

Email PartnerSuccess@edfenergy.com putting 'New Sub-Broker' in the subject field and confirm the following information:

• Sub-Broker Name
• Sub-Broker Email Address
• Sub-Broker ADR Registration Number
• Does the Sub-Broker intend to sell EDF via field sale?
• Whether the Sub-Broker can provide full sales evidence including call recordings on request?
• If the Sub-Broker will be completing any cold calling activities?
• If the Sub-Broker has any sub-brokers themselves?
• If you (the TPI) will be quoting and submitting contracts on their behalf or, if the sub-broker requires their own portal login?

EDF will review your request and confirm back within 5 working days if the sub-broker has been approved to sell EDF Small Business prices. A login username and password will be provided if accepted.

If you suspect that a Small business site is incorrectly being billed as a Major business site, you should verify the billing category before agreeing a contract with the customer. This can be checked using the ECOES short codes: ‘LOND’ indicates the site is billed as Major business, while ‘EDFE’ shows it is billed as Small business. If a site is wrongly categorised as Major business, a New Acquisition contract will be required to transfer the account to Kraken.

If you have any further queries regarding this subject, you should contact your EBS / Mid-Market Account Manager for support. If required, this can be confirmed via the channelpartnersupport@edfenergy.com mailbox. 

For a 'Letter of Authority' (LOA) to be accepted, it must pass at least one of the following validation checks:

• The LOA is on the customer's company headed paper and has it been sent from an appropriate level within the company
• The LOA is on TPI headed paper and submitted with an email from the customer clearly stating authority
• The LOA is sent directly from the customer
• It is a DocuSign LOA

For a 'Letter of Authority' must contain all of the following information:

1. Correct customer and TPI name
2. A signature from the appropriate signatory showing name and position
3. A real signature (i.e. printed, signed and scanned) - Not relevant for electronic LOAs
4. A clear start and end date (if no end date then use contract end date) *
5. No mention of services being paid for by supplier
6. Be clear if the authority is for a portfolio of customers or a specific site
7. Match the customer's address and/or company registration number
8. If an E-AD (electronic authority document) it must be have the relevant signature trial
9. If the signature validity section shows any changes/amendments or it’s not in the name we would expect it to be in, this will be challenged
10. Signed within the last 12 months
11. LOAs are valid for 12 months or for the duration of the contract

If the LOA does not pass these checks, it will be rejected.

Please send all LOAs to our email address - hellobusiness@edfenergy.com

All Credit Appeals must include a screen shot of the customer's Credit Score from Experian.

Please review our Credit Score threshold here:

New Acquisition contract: If the customer's credit score is under the threshold, we will reject the contract.

Awareness: Any businesses / organizations that do not have a credit score should have a score of '1111' which highlights this and should be accepted as a default.

Powwr Portal Users: Credit Appeals can be submitted via the portal by using this link: Credit Vet or by emailing us at PartnerSuccess@edfenergy.com

Non Powwr Portal Users: Credit Appeals must be submitted by email at PartnerSuccess@edfenergy.com

In Small Business, we can support the following meters:

• Standard
• Economy 7
• Evening and Weekends
• Evening, Weekends and Night

Please assess the need for escalating as avoidable escalations may delay the resolution.

If you still believe the issue needs to be escalated, please ensure you have directed your enquiry to the right source and observe the relevant SLA in the EDF Small Business 'The Broker Guide' that has been shared with your business.