Get help if you're struggling to pay your electricity or gas bill

We're here to support you if you need help paying your energy bills or managing your debt. Don't struggle in silence, get in touch as soon as you can. The sooner you get in touch, the sooner we can help.

Get in touch, call us on 0333 006 9950(1). Our team is available Monday - Thursday, 8 am-6 pm, and Friday, 8 am-4 pm.

How we help customers who need additional help

We understand that making payments can sometimes be challenging. Please know that we are here to help and support you and will work with you to find the best solution, no matter your circumstances. Our friendly and supportive staff can provide you with assistance and guidance to ensure you get the help you need. 

Need some help?

You can call us on  0808 160 6906 

Monday to Thursday 8am-6pm Friday 8am-4pm

Don't cancel your Direct Debit payments before speaking to us

  • You could incur a late payment charge
  • Your unit prices might go up
  • Stopping paying your bills could also affect your credit rating

Introducing CARE+

We CARE, so we have created four easy steps to help you manage your energy bills. These steps are broken down into Cost, Affordability, Resolution, and Extra Support. Find the help you need and watch our videos below.

  1. ​Firstly, it’s important to check you’re on the right tariff
     
  2. Smart meters are a great way to track how much energy you're using, and with our free Energy Hub, we offer more insight to help you change your energy habits
     
  3. Head to our energy efficiency advice centre to access tips and advice on reducing your energy usage, which can help you save money
     
  4. Making savings through insulating your home properly. Did you know you could save up to £810 per year on energy bills by installing cavity and loft insulation in your home?(1)
     
  5. Save money with a smart meter and Energy Hub. If you don't have one yet, book an appointment online today. Smart meters are helping us deliver tariffs and smart services to help our customers save cash and carbon. If you're worried about installing a smart meter, watch our video that busts the myths around smart meters.
     

Already have a smart meter? Our free Energy Hub uses your smart meter data to give you a personalised view of your energy use. You can see where and when you use the most energy. You can also sign up for our Sunday Saver challenge and earn free electricity by shifting your electricity usage away from peak times. To find out more, head to our Sunday Saver info. 

Log in to MyAccount to view or sign up for Energy Hub.

Top Tip: Turn the heating flow temperature down
Without lowering your home's temperature, turning the flow temperature down on your combi boiler from 80℃ to 60℃, you can save up to £65 per year. This isn't suitable for all systems, so find out more

We know it can be difficult to manage your budget. That's why we've included the best free budgeting sites here.

  1. ​Start by visiting the government’s Moneyhelper site today for free, impartial help on budgeting
  2. You can also use this independent, free, and anonymous benefits calculator to check what you could be entitled to
  3. Use IncomeMax's handy guide to view more information on benefits and financial schemes that may be available to you
  4. We work with Citizens Advice Plymouth to give you independent advice to help you manage your money

We understand that paying for energy can sometimes be challenging. That's why we offer various payment options to make the process easier and more convenient for you.

The first and most important thing to do is to get in touch and tell us that you're struggling to pay your energy bills on 0333 006 99 50 (2). If you have hearing difficulties, you can reach us at 0800 096 29 29 using a text telephone. The sooner you talk to us, the quicker we can help.

We aim to answer calls within two minutes, but wait times can vary. Our busiest times are Mondays, between 9 am and 12 pm. If you don't want to wait, you can message or email us, and we'll get back to you as soon as possible.

Don't cancel your Direct Debit payments before speaking to us

  • You could incur a late payment charge
  • Your unit prices might go up
  • Stopping paying your bills could also affect your credit rating
  • If you've had a smart meter installed already, you can easily switch it to Pay As You Go, which may help you budget. Take control by seeing how much you are spending and set up regular top-up amounts
     
  • If you need more time to pay your bill, get in touch, and we can set up an affordable repayment plan based on your circumstances
     
  • Do you currently pay a big bill every three months? Instead, you may find paying a smaller, more manageable amount every month easier. Get in touch if you want to pay a different way.
     
  • You could save money if you pay by Direct Debit. Get in touch if you want to change over to Direct Debit. Call us on 0333 006 99 50 (2).

We're here to help, and we understand that you might need some extra assistance or support from time to time.

  • Sign up for our Priority Services Register if you need extra support. Our priority services include the following;

    Getting your bills and letters in large font, Braille or talking bills

    Making sure your health and well-being are protected if there’s a power outage

    Free gas safety checks to make sure your appliances are safe

    Arranging for anyone visiting you to have a pre-agreed password to confirm their identity

    Arranging for a smart meter to be installed or for someone to read your meter regularly if you can't

    Arranging for someone you trust to manage your bills for you
     

  • Eligible customers will still receive their Warm Home Discount automatically if they live in England or Wales. Customers who live in Scotland can apply online. Read more about the Warm Home Discount

  • Extra support is available via the government's Help for Households scheme. Use this service to see what other payments you may be entitled to this winter
     
  • Mental health is a priority at EDF. The Better Health, Every Mind Matters section on the NHS website offers helpful advice, tips, and access to urgent support.
 

We're here to help and support you as much as we can, but we can only do that with your help.

We always want to work with our customers to agree on how we will manage any outstanding energy bill debts. Sometimes, though, if things are left, we'll need to send someone from our specialist welfare team to your home. This team is specially trained to support you in finding the right payment solution for you based on your individual circumstances.

We really don’t want to have to visit your home unless we need to, and we are here to help, so please get in touch to discuss the best payment solution for you. We know debt can be stressful and don’t want you to deal with that alone, so if you’re struggling, please reach out to us on 0333 006 9950 as soon as possible. If you can make a payment now, please do.

Here's some helpful information about what happens on a welfare visit;

  • We only conduct welfare visits if we can't resolve the issue in any other way
  • They will be carried out by fully trained staff
  • Staff will carry ID and be dressed in recognisable uniforms
  • Body cameras are worn at all times to record conversations. This means everyone has an accurate account of everything that's discussed
  • We may add costs to your account to cover the expense of organising a welfare visit. Sometimes, we may also gain the right to install or remotely switch your smart meter to Pay As You Go payments

Get more help and advice in our help centre

We've gathered all the help and advice for paying and managing your bills in our help centre. Head there now to get more help and advice.

Get help from our support fund

If you're a vulnerable customer, you may be able to get a grant from the EDF Customer Support Fund. 

More information on how to access this service and the steps you need to take are outlined in the section on our Priority Services area.

Find out about the support fund