How we’re helping our customers who are most in need
Here at EDF, we have a range of financial and practical support that's tailored to each of our customers who are having difficulty managing their energy.
1st energy supplier
to set up a dedicated customer support fund.
£1.5m of debt cleared
in 2024 to help those struggling.
Extra £30m invested
to help our most vulnerable customers this Winter.
At EDF, we're committed to doing what we can to support our customers.
That's why we're increasing our funding of initiatives to help those most in need with tailored support such as providing debt relief, payment matching customer top ups on prepayment and helping with energy efficiency measures.
Last year EDF provided advice and support
to 383,000 households struggling with their energy bills
- Rebates awarded through the Warm Home Discount scheme
- We support Pay as You Go customers at risk of self-disconnection by providing discretionary credit and pausing debt repayment plans if they are unable to top up their meter
- We provide energy-efficient white goods, such as washing machines and fridges, to our most vulnerable customers
- So far we’ve installed more than 3 million smart meters across the UK to allow customers to monitor their energy consumption and look at ways to reduce it
Care steps of support
Our CARE Steps of Support ensure we always provide a level of support that’s tailored to individual needs.
Cost
Help reduce the cost of bills.
Affordability
Understand the customer’s ability to pay for energy.
Resolution
Seek to agree a positive, sustainable solution.
Extra Support
Check if the customer would benefit from extra support and advice.
Help and support for customers
Help for customers struggling to pay electricity or gas bills.
Energy-saving tips to help you reduce your energy bills at home.
Together, we will help Britain achieve Net Zero
Our sustainability progress update
We’re a responsible business and proud to be Britain's biggest generator of zero carbon electricity(1).
Read our latest update to find out everything we're doing to help Britain achieve Net Zero.
Smart meters - helping you save
Smart meters can help customers reduce their energy usage and their bills. They offer immediate benefits, but the ultimate benefit will be creating an energy efficient nation.
Find out how smart meters help you save energy.
Priority Services Register
If you need support with stress, illness, bereavement, disability or debt we’re here to help.
Find out more about Priority Services.