Following the announcement of the Government Energy Bill Relief Scheme introduced by the government on 8 September, there has now been further guidance published for businesses relating to the scheme.
After ongoing discussions with energy suppliers about the delivery of the scheme, the Department for Business, Energy and Industrial Strategy (BEIS) have today provided confirmation that businesses will receive much needed support this winter. Further information about the scheme has now been published on the government website.
Questions and answers about EDF for SMEs
Here we have compiled answers to the questions we most commonly hear at EDF. We hope you find them to be useful.
Understanding your bill
What tariff am I on?
Your tariff can be found on your bill under the heading 'Electricity you have used'.
How do I know when my off-peak/night rate/Economy 7 starts and finishes?
Your Economy 7 hours vary depending on your meter and the area in which your business operates. You will receive 7 hours at the low night rate between 12.00am and 8.00am.
What options are available for payment terms?
You need to pay your bill by the bill due date, which can be found on the first page of your bill, unless you have agreed to pay monthly by Direct Debit. Please note that certain products require monthly payment by Direct Debit, please be sure to check when you sign up. You may also benefit from 7% Direct Debit saving.
Why do I sometimes receive an estimated bill?
At EDF Energy, we aim to obtain at least 1 actual meter reading every 12 months, including meter readings taken by customers themselves. At other times, we may provide you with a bill based on an estimate. Estimates are based on your past energy consumption. At all times, we do everything possible to ensure absolute accuracy. If you receive an estimated bill that you feel is not accurate, please contact our business team on 0333 200 5103(1) with your own meter readings and we will be more than happy to amend your account. To submit your reading, visit Submit a meter reading.
Why does my bill show a charge for the Climate Change Levy (CCL) and what is it for?
Climate Change Levy (CCL) is a UK government tax imposed on certain supplies of energy (primarily electricity, gas, coal, coal products and LPG). The tax forms part of the government’s energy efficiency programme, designed to help reduce greenhouse gas emissions. CCL was implemented on the 1st April 2001 and affects most businesses and public sector bodies that pay VAT at the standard rate on their energy bills. CCL only applies to the amount of energy supplied; it does not apply to non-energy components of a bill, such as fixed, availability or transportation charges. Suppliers of the specified fuels are required to collect the levy on behalf of HM Revenue and Customs. EDF Energy acts purely as a tax collector and makes no money from the levy.
Why does my bill cover a period I have already been billed for?
Occasionally, we may need to cancel an existing bill and re-bill your account for a specific period of time. This usually happens when an accurate meter reading is provided to replace the estimated figure used in the original bill. The credit for the cancelled bill will show on the replacement bill. If you receive an inaccurate estimated bill and would like to submit your own meter reading, visit Submit a meter reading.
Why does my bill sometimes show VAT at different rates?
In line with current legislation, the VAT rate is applicable to business or non-domestic supplies is partially dependent on the amount of energy consumed. Supplies using 33 units or less (electricity) or 145 kWh or less (gas) per day during the bill period will be charged the reduced rate of VAT. Supplies using more than 33 units / 145 kWh per day will be charged the standard rate of VAT (subject to any VAT declarations submitted).
If your energy consumption is around 33 units / 145 kWh per day, or if you would simply like to reduce your energy consumption, check out our energy efficiency tips.
Where can I find more information on VAT and CCL?
For more information on VAT and CCL please visit the VAT and CCL Frequently Asked Questions page.
Price changes for your business
Do I need to read my meter on the day of the energy price change?
No, we will estimate your consumption on the day of the price change and charge the electricity used up to that date at the old prices. The energy used after that date will be charged at the new price.
What can I do about future price rises?
We have designed our tariffs to ensure they suit your individual business needs and the hours that you operate. To find out about other products or services, please call our dedicated business team on freephone 0333 200 5103(1)
Are you still competitive?
We strive to be competitive and have a range of tariffs to meet the needs of our customers. We update our contract tariff prices monthly to ensure they’re competitive.
How can I keep my costs down?
We offer energy efficiency advice and information free of charge. For more information, you should visit our energy efficiency pages
Tariffs, contracts and account management
What is the charge per unit (Unit Rate)?
We have a variety of contract types available for your business. Unit charges relate to the amount of electricity you actually use. The charge for each unit differs depending on your:
- Meter type
- How much energy you use
- The length of your business contract
Are there any fixed or standing charges?
Yes, all of our Business Electricity contracts have a standing charge. The standing charge (Fixed Daily Charge) is constant, no matter how much electricity you use. This is because there are certain fixed costs involved in providing you with electricity. You can find more about what costs make up your energy bill here.
Are the charges fixed or variable?
This will depend on the type of contract that you sign - see question 'Can the price I pay for energy change during the life of the contract?'
Can the price I pay for energy change during the life of the contract?
This depends on the type of business contract that you have signed up to. We offer a fixed price contract where the price is fixed for the initial agreed fixed price period (from 1 to 4 years). We also offer a variable price contract where the price of your energy can change at any time, but we will give you 30 days' notice of any changes.
If so, how will I be told about this or any other changes to the contract?
All business customers that have signed up to our fixed price contracts will be notified by post about 10 weeks before the fixed price period is due to end. In this letter, we will offer you new prices that are fixed for the next 12 months (called Easy Fix). If you choose to renew we'll advise you of any changes to your Terms and Conditions.
If you are on a variable price contract, we will give you at least 30 days' notice of any changes to your prices.
How long are my prices fixed for?
We offer businesses a variety of fixed term contracts that you can sign up to. This will be made clear when you sign up.
Will you remind me of the Fixed Term Period end date?
About 10 weeks before the end of your Fixed Term Period, we'll write to you with your 12 month fixed price renewal offer, called Easy Fix. As we have a range of tariffs available, you can also call us to see if we have a contract more tailored to your energy needs. We'll also remind you of the date by which you need to provide your notice if you do not wish to renew with us. You will also find your Fixed Term Period end date on your bills.
What happens at the end of my Fixed Term Period?
If you choose to automatically renew, we'll apply our Easy Fix product from the end of your existing Fixed Term Period. You'll then be free to change your tariff at any time. You'll also be able to leave us at any time, so long as you provide an up to date meter reading and clear any outstanding balance.
What can happen at the end of my Fixed Term Period if I choose not to renew?
You'll be free to transfer to another supplier after your Fixed Term Period has ended, so long as you have cleared any outstanding balance.
If you stay with us. At the end of your Price Review date you'll be transferred to your new Easy Fix prices unless you have told us you don't wish to renew and you'll be placed on to our Extended Supply prices, which are typically more expensive.
What do I need to do if I don't want to renew my contract?
If you don't want to renew your contract with us, you don't need to do anything. You'll be free to leave after your Fixed Term Period end date. Just make sure you have cleared any outstanding balance.
How can I provide notice that I want to stop my auto renewal?
- By phone on 0333 009 7085(1) (lines open Monday to Thursday, 9am to 6pm and Friday 9am to 5pm)
- In writing to: FREEPOST: EDF ENERGY – PLYMOUTH
Please include your account number and contact details with your notice. Sending your notice to any alternative address will result in a delay to your notice being received.
What do I have to do if I want to end the contract early?
Early Termination Fees may apply if you want to end your contract before your Fixed Term Period end date.
- Easy Fix and New Start and Freedom for business - there are no termination fees. You can leave at any time as long as you provide an up-to-date meter reading and clear any outstanding balance.
- Fixed Term contracts - We may charge an Early Termination fee. This is worked out by applying a charge per kWh to your estimated annual consumption in our system. This is then multiplied by your total agreed Fixed Term Period (whole years). Details of how this is calculated are set out in clause 6.4 of your Terms and Conditions.
How and when do I contact you if I wish to switch energy supplier?
If you have signed our Fixed Term contract, we will object to any request to transfer before your Fixed Term Period end date. If you are on any other tariff, there is no need to contact us, but you must have cleared any outstanding balance.
In what circumstances can you stop me switching to another energy supplier?
This will depend on the contract that you have agreed. In all cases we may object to you leaving if you have an outstanding balance with us.
- If you have signed up to our Fixed Term contract, we will object to you switching your energy supply if you are leaving before your Fixed Term Period end date.
- If you are on Easy Fix, or a variable price contract, you do not need to provide notice to leave.
I have a Prepayment meter. Can I fix my prices?
Unfortunately at this time we do not have a fixed price contract available to Prepayment business customers.
How do I change from a prepayment meter to a credit meter or vice versa?
To change to a prepayment or credit meter, you need to call our Customer Services team on 0333 200 5103(1) . If you change to a credit meter, you must return your EDF Energy prepayment card or key to us. You can give it to the person who comes to change your meter or send it once your meter has been replaced to: FREEPOST: EDF ENERGY – PLYMOUTH
When you choose a prepayment meter, there are certain things you agree to do at time of booking the appointment;
- Keep the meter for at least 12 months
- Allow us to access the meter and your account
- Allow us to carry out occasional checks on your meter. (We will send you a statement of your prepayment meter use at least once a year)
- Allow us to set your meter to collect any debt you have with us, at an agreed rate over a reasonable period of time. If you do not contact us to discuss this, or respond when we try to get in touch with you, we will set an amount and tell you what it is
On occasions you may incur extra costs if we are unable to gain access to the metering equipment as agreed with you.
Appointment timescales will vary depending on the availability of engineers in your area but our Customer Services team will provide you with dates & times when you contact us.
Who can I contact to find out more information about my contract?
If you have any questions about your EDF Energy business contract please call us free on 0333 200 5103(1) and our dedicated business team will be happy to help. We’re open Monday to Thursday 9am until 6pm and Friday 9am until 5pm.
What information will they need to look up my details?
When you call please have ready your EDF Energy business account number which can be found at the top of any letter/ bill sent to you. We may ask you additional security questions.
Under what circumstances can my energy supply be cut off?
We’ll only disconnect your supply in exceptional circumstances, this may only be for a short time if there is an issue in your area with the supply. We may disconnect your energy supply for non payment. You can avoid this by getting in touch with us as soon as possible to do one of the following:
- Pay your bill in full
- Agree an arrangement to pay
Making changes to your details
Do you offer a Live Chat service?
Yes. We have a dedicated Live Chat team that you can contact through MyAccount. To log in or register for MyAccount go to www.edfenergy.com/myaccount-sme
How do I change how many bills I get per year?
We offer three different bill frequencies to allow you to choose the one that suits you:
|Payment Methods||Payment Frequency||Type of Bill||Frequency of Bill||Terms of Request|
|Budget Monthly Direct Debit||Monthly||Annual statement||Annually||A statement can be requested throughout the year with the submission of a meter reading.|
|Quarterly||Every three months||Quarterly bill||Every three months||This will be processed on receipt of a meter reading.|
|Monthly||Every month||Monthly bill||Every month||This will be processed on receipt of a meter reading.|
Please Note: Budget Monthly Direct Debit customers will get at least one annual statement and pay monthly.
Customers paying via a Quarterly payment plan will be billed every three months on receipt of a valid meter reading, whilst somebody paying via a whole amount Monthly payment plan will be sent read reminders every month so they can be billed up to date each month.
If you wish to change your current bill frequency please contact us and we will be happy to help you.
Moving to a new premises
What do I do if I am moving out of an EDF supplied premises?
Take note of your final meter reading once you've moved out, or when your lease agreement ends.
This should be taken on the date you're no longer responsible for the premises.
You may be asked to verify the change of responsibility with documentation such as a valid lease or tenancy agreement/surrender of lease document, management agreement or solicitors letter, or a completion statement if you have sold the property. Please have these available when you contact us.
You may also be asked to provide additional supporting documentation, such as a photo of the meter, public or employers liability insurance, or a business rates letter.
At the earliest opportunity please contact us on 0333 009 7115(1) and we will be able to assist you with your business move out.
What do I need to do if I am moving to a new premises?
We may need information such as a valid lease or tenancy agreement, management agreement or solicitors letter, or a completion statement if you have sold the property. Please have these available when you contact us.
Also please have to hand your contact information, opening read and forwarding address for the previous owner/tenant/landlord (if available).
You may also be asked to provide additional supporting documentation a photo of the meter, public or employers liability insurance, or a business rates letter.
At the earliest opportunity please contact us on 0333 009 7115(1) and we will be able to assist you with your business move in.
EDF doesn’t supply my new property but I want to switch to you?
If you are moving in to a new premises that isn’t supplied by EDF, you can get a new quote from us. Our cheapest prices are available online. As one of the largest suppliers of energy to UK businesses, we're confident we have something to suit your business needs.
What information do I need to provide and why?
When you contact EDF we will often request documentation such as a tenancy agreement, management agreement or solicitors letter, this is to verify the change of responsibility for the premise. This could be because of unpaid bills on the account, disputed occupancy dates, and/or ending a contract early.
Why has my document been rejected?
- A lease / tenancy document has been rejected?
- Missing or incorrect information: revise the document with your landlord, perhaps they have the fully signed or complete copy. Alternatively they can contact us with their Land Registry document to validate the lease
- A photo of the meter has been rejected?
- Ensure the photo is up to date and clear (so that we can see the serial number and meter reading(s)
Alternatively you can submit a different supporting document such as your final business rates letter.
What is the process?
When you contact us, we may request documentation to verify your business move. These documents will need to be emailed to us and will be reviewed by our specialist team. Once the change of tenancy has been completed you will receive a welcome letter.
How will I get my final bill?
We will send this to the forwarding address you have provided as soon as it is available, this will also be viewable in MyAccount for you to pay your final balance online.
I am closing my account but my account is in credit, how will I receive my refund?
We recommend that you don’t cancel your direct debit until your account has been closed, this way if you are due a refund this will automatically be sent directly to your account. If you cancel your direct debit or do not normally pay by direct debit a cheque will be issued and sent to you at your forwarding address.
What’s the best way to contact when considering moving to a new Premises?
Initially it is best to contact EDF by phone. The business moves team are available on 0333 009 7115(1) between 9am – 6pm Monday - Thursday and Friday 9am - 5pm.
What do I need to do when I leave my current premises?
Take a meter reading and/or a clear photo of the meter reading, check our list of documentation that we may request and have as much information available as possible and contact us on 0333 009 7115(1) 9am – 6pm Monday - Thursday and Friday 9am - 5pm. If you are also able to provide the owner or new occupiers details that is particularly helpful as well.
How long does it take to hear back after I send my documents?
We aim to contact you within 10 working days of receiving your documents, you will receive an immediate auto response so that you know we have received your email. If we need any more information we will request this via email.
Managing your account
I've heard I can provide my meter readings by photo. How does this work?
We have proudly launched the latest version of our EDF Energy app, with a UK first – photo meter readings. The introduction of photo meter readings to the app underlines our commitment to simplicity and better customer service. In this latest update, we have dramatically improved the meter reading experience for thousands of customers, by allowing you to take and submit photos of your meters. No longer does a customer have to try to understand or interpret what a meter is telling them. All they need to do is take a picture of the meter and submit it – we'll do the rest.
Once submitted, you can keep track of your photo meter readings in your meter reading history. You can still enter manual meter readings using the app if you want to, but we're making it even easier for you. By getting accurate meter readings, you will receive accurate bills and only pay for the energy you use.
The EDF Energy app is now available via android devices in addition to the iPhone and iPad. If you have an iPhone or iPad, download our latest app from the iTunes store by searching for 'EDF Energy' and you can use it to enter photo meter readings.
If you are an android user, you can download the app free of charge from the Google Play store.
How can I provide meter readings to you?
The best way to provide a meter reading is through MyAccount – it’s quick, easy, and once you've submitted it your meter reading you'll have access to other useful features such as balance checks.
- Login to your online account or if you're not registered and we're supplying your home, register now then login. Remember to have your account number to hand.
- Go to ‘submit a meter reading’ in the left hand navigation menu
- Using the EDF Energy mobile App:
- Giving us meter readings couldn't be easier with our photo meter reading tool. It only takes a few minutes to click and submit.
- Download the EDF Energy App and follow the on-screen instructions
- Over the phone:
- You can tell us your meter reading by using our 24 hour automated telephone service on 0333 200 5108(1)
- Speak to an adviser
- To speak to an adviser, can call us on 0333 200 5103(1) . We’re open Monday - Thursday 9am – 6pm and Friday 9am - 5pm.
Why can't I log into MyAccount since registering?
If you have successfully registered for MyAccount but have forgotten your username or password please follow the steps below.
To retrieve your username/email address you signed up for MyAccount you will need the following:
- Your account number as shown at the top left corner of your EDF Energy bill and the postcode you gave us when you registered.
To reset your password you will need the following:
- The email address (username) you registered MyAccount with*
- An email containing a link to reset your password will be sent. For security reasons the link is only valid for 10 minutes. Please remember to check your 'spam' or 'junk' folder if the email does not arrive to your inbox.
- In order to receive the email, the email address you have provided needs to match the email used to register to MyAccount.
*If you cannot remember the required information or continue to experience difficulty logging in please contact us via Live Chat, Email or telephone so we can further assist.
I can't remember my login details for MyAccount
If you can't remember your login details for MyAccount please follow the steps below:
To reset your username:
- Please type in your last name, your 12-digit account number as shown at the top left corner of your EDF Energy bill and the postcode you gave us when you registered. Using this information we will retrieve your registered email address
To reset your password you will need to complete the following:
- Enter the email address (username) you registered MyAccount with. An email will then be sent to you containing a link to reset your password
- For security reasons, the link is only valid for 10 minutes. If you don't receive the email in this time, just come back here and try again - you should check your ‘spam’ or ‘junk’ folder first.
Please note: In order to receive the email, the email address you have provided needs to match the one you registered to MyAccount.
How do I change my personal details if they are incorrect?
There are several details that you can update yourself through MyAccount. Register today so that you can easily manage your account online at your convenience.
How do I change my password?
You can reset your password using the forgotten password function on edfenergy.com homepage login area.
How do I update my address details or the spelling of my name?
You will need to call us so that we can do this for you on 0333 200 5103(1) .
How do I update my email address and contact numbers?
You can do this easily in MyAccount by going into the ‘About me’ section in the menu which will take you to a page to enter and save the new details.
How do I get a Smart meter?
Smart Meters aren't yet available to all customers.
We have a dedicated Smart metering team who will be pleased to speak to you about our Smart metering products and tell you if we are installing Smart meters in your area. Please call us on 0333 009 7003(1) we’re open Monday - Thursday 9am – 6pm and Friday 9am - 5pm..
Third-party commission on your SME business contract with EDF
Am I paying third-party commission for my EDF SME business contract?
If you didn’t contact EDF directly to arrange your contract then you're probably paying a small amount of commission to the energy broker you used. Brokers earn their commission by providing energy advice, managing agreed service requirements and helping you access competitive deals.
How much commission is my business paying?
The commission paid to your energy broker is based on a small uplift per unit (kWh) of the energy your business uses, which is included in the unit rate that you see on your bill. The uplift varies from broker to broker and depends on your location as well. Your contract pack includes the total value of the commission you'll pay, based on your estimated annual energy use multiplied by the duration of your energy contract. You can also find out the amount of commission you've paid so far by completing this online form.
Does my business need to pay commission to my broker directly?
No. In most cases, you don't need to make any direct payment to your broker. One exception is if your broker becomes entitled to a loss of commission payment. This could happen if you agreed a contract with them and then chose to agree a contract with a different broker or directly with an energy supplier. Most brokers only receive their commission once the energy contract they sell goes live with the chosen supplier.
What benefits do I get from paying commission to a broker?
The brokers that EDF works with provide a range of services to our business customers. They will often save you time and money finding the best available energy deal for your company. Many also help to manage your account for you and ensure that it keeps meeting your needs. Your commission helps to pay for these services.
Can I arrange an energy contract without paying commission?
Yes. Any business customer can arrange a contract with EDF directly, either by calling us or by visiting our website.
Can I request my business smart meter data?
Fill in our form to ask us for the smart meter data we've collected for your business account. If we have data available, we'll email it to you in the next few days. We can share up to 12 months of data from your smart meter, starting when your smart meter started working or you became an EDF customer, whichever is the latest.
Depending on the settings you've chosen for your account, the data will include readings for every half hour, day or month.
You'll need to complete all of the fields in the form to submit your request - and you'll need to complete a form for each business account you'd like the data for.
If you're a residential customer with a smart meter installed, you'll be able to access your smart meter data through MyAccount.
How do I understand the smart data you've sent me?
View the table below to help you understand the file info we send you
|Data field name||Description|
The information in this field identifies your ;
|Meter Read Frequency|
This shows how often your smart meter sends us meter readings.
|Meter Serial Number|
Your Meter Serial Number (MSN) is a combination of letters and numbers that identifies the actual meter.
|Reading Date and Time|
This field refers to the date and time when meter readings were taken from your smart meter.
Meter reading for daily and monthly customers
This field shows the actual meter reading data collected from your smart meter.
Usage for half-hourly customers
This field shows the usage of customers' showing when the readings were taken.
Why have I received so many files?
We will send you different files based on your business setup; for example, you could be a dual fuel customer for whom we supply gas and electricity in multiple properties where some of the meters are multi-rate.
Here we have listed the different file names for each scenario so you know what to look for in your email inbox.
Businesses who take both electricity and gas or just one fuel from us. Who have a with a standard single-rate meter
|a) Electricity_Readings.csv |
|Businesses with multiple electricity meters|
a) Electricity_Meter(Meter serial number)_Readings
|Businesses with a single electric multi-rate meter|
|Businesses with multiple electric multi-rate meters|
a) Electricity_Meter(Meter serial number)_Rate1_Readings
Why are some columns empty of data?
This depends on when your smart meter started to send us data; if you scroll down the file we sent you, you'll see the data from when we started to receive it from your meter.
See all our tariffs
We have tariffs to suit the needs of all customers. Find the one that's right for you:
- Freedom for business For the ultimate in flexibility
- Fixed for businessFor longer-term price certainty
Make sure you also read our guide to meter types to make sure you've got the right meter for your needs.
Interested in our fuel mix? You can see it here.
Submit your meter reading in seconds, anytime
As long as you have your account number and postcode, you can submit your meter reading.
Call us with your query
Call us now on
0333 200 5103(1)
We're open Mon to Thur between 9am and 6pm and Fri 9am and 5pm. If that's not convenient, we have several other ways to get in touch.
Get a quote for your business energy
If you are a small to medium sized business, here are 3 simple ways to get a quote for your energy:
- Get a quote and sign up online
- To get advice and find the best tariff for your business needs, call us on 0333 009 7085(1)
- Request a call back to discuss a competitive business quote. It will be helpful to have a recent bill to hand when getting your quote
Our small business team can quote businesses with up to 50 sites.
More than 50 locations? Go to our Large Business pages
How to pay your business energy bill
You can pay your small business energy bill in a number of ways with us. Find the one that suits you best.
Manage your account online
Sign up or log in to your online account 'MyAccount' where you can:
- Submit meter readings
- View and download bills
- Pay bills online (securely)
- Change/Renew Tariff(s)