What happens now that Solarplicity has stopped supplying your energy?

The energy industry's regulator Ofgem has chosen us to supply your energy, and we're delighted to welcome you to EDF Energy. We’ve completed the transfer of accounts from Solarplicity and are in the process of agreeing on the meter reading which Solarplicity will use to produce your final bill and we will use to open your account.

We'll contact you to let you know when the setup of your account is complete. You’ll then be able to set up change tariff, set up a Direct Debit and manage your account online with MyAccount.
 

Keeping you updated on the progress

Latest news

Update 14 November 2019

We have now contacted all customers that are due a credit balance refund to let them know the amount and how they will get this back. If you believe you are due a credit balance refund and have not heard from us, or you do not agree with the amount of the credit balance we have written to you about, you can contact us on the number below.

Please refer to our FAQs below for any other queries relating to the transfer of your account to EDF Energy.

 

Update 17 October 2019

Please refer to our FAQs below for any other queries relating to the transfer of your account to EDF Energy.

You may have already or will shortly receive your final bill from Solarplicity.

If your final bill is in debit EDF Energy are not responsible for your final bill or collecting any money owed to Solarplicity. Solarplicity have appointed CDS Global Ltd (“CDS”) as their representative to contact customers and collect these balances. You'll find more information in our FAQs below on who to contact if you have a query or want to make payment of your final bill.

If you're a domestic customer and your final bill shows a valid credit balance, EDF Energy will honour this. We'll write to customers between 23 and 31 of October to confirm the amount of their credit balance and how and when they will get this back. We'll not be able to provide any further information about credit balances today so please wait for your letter to arrive before contacting us about this.

Update 3 October 2019

We’ve completed the transfer of accounts from Solarplicity and are in the process of agreeing the meter reading that Solarplicity will use to produce your final bill and we'll use this info to open your account. If you've not yet received a final bill from Solarplicity, you can expect to receive this within the next 4 weeks.

If your final bill is in debit EDF Energy are not responsible for your final bill or collecting any money owed to Solarplicity. Solarplicity have appointed CDS Global Ltd (“CDS”) as their representative to contact customers and collect these balances. You'll find more information in our FAQs below on who to contact if you have a query or want to make payment of your final bill.

If your final bill is in credit EDF Energy will honour any valid credit balances owed to former domestic Solarplicity customers, this includes those customers that switched away from Solarplicity before 17 August. We're currently working with Solarplicity to obtain the information we need to be able to refund credit balances and we'll be in touch once we have all the information required.

You'll shortly be contacted directly by us, with confirmation that your account is now live. You’ll then be able to change tariff, set up a Direct Debit and manage your account online with our online self-serve platform MyAccount.   

Update 26 September 2019

We've now transferred the majority of customer accounts from Solarplicity to EDF Energy. We'll contact you shortly to confirm your transfer is complete, and tell you about the range of products and services available to you as an EDF Energy customer.

If you’re waiting for a refund from Solarplicity, we’re working with them and the administrator – we'll update you as soon as we get further information. We’ll let you know if there’s anything we need from you.  

Update 11 September 2019

Your transfer to EDF Energy should be live on supply with us soon. This is dependent on receiving all the information we need to get your account set up, we’ll continue to use this page to update you. Don’t forget you can use MyAccount to track your account progress, as well as see any letters and emails from EDF Energy.

If you’re waiting for a refund from Solarplicity, we’re working with them and the administrators. Updates will follow in the next few weeks. We’ll let you know if there’s anything we need from you.  

Update 4 September 2019

Your transfer to EDF Energy is continuing to progress and your Welcome Pack has now been sent via email or post.

Your Welcome Pack contains a number of useful links and information on what happens next.

We've provided two key links within your Welcome Pack. One lets you send us a meter reading and the other to set up your online account (MyAccount) where you can view the progress of your transfer. At this stage, it's important you submit your meter reading here. 

You'll be able to make use of all MyAccount's features once your transfer to EDF Energy is complete.

Update 3 September 2019

We're pleased to confirm that your registration process has begun and is progressing as planned with minimal challenges. You'll shortly be in receipt of your Welcome Letter which you should receive via email or post. Your welcome pack will contain all you need to know in relation to your tariff and terms and conditions.

We've also now started to receive information from the administrator and Solarplicity on credit refund balances and have started the process of analysing this information and finalising the credit refund process. This is likely to take a further two to three weeks to complete.

Once again, if you have not done so already, we kindly request you to submit your meter reading, to allow us to set up your account accurately.

Please refer to our FAQ's below for further information

Update 30 August 2019

Thanks for your continued patience whilst we transfer your account from Solarplicity to EDF Energy.

We’ve now completed the validation of data provided to us and have uploaded the vast majority of this into our systems and have also begun engagement with the relevant third parties to allow us to start the registration process. We expect it to take approximately two weeks to complete, providing there aren’t any problems however, our process experts are on standby to deal with any problems if they do occur.

Please do not try to switch to a different supplier until we have completed the set-up of your account, as it will not go through. Next week you will receive your official Welcome Letter, which will include the Terms and Conditions for your tariff. Please refer to our FAQs below for further information.

9Update 23 August 2019

Thank you for your patience whilst we validate the data and approach to move your account from Solarplicity’s systems into ours. We are working with Solarplicity and the Administrator to ensure this process works as smoothly as possible and our intention is to start the transfer next week.

We're also working with Solarplicity to obtain information on credit balances so that we can get these back to you. This could take some time but please be assured that we are doing all we can to progress this as soon as possible.

We'll share a further update early next week. In the meantime please refer to our FAQs or get in contact with us if you have any questions or concerns not answered below.

Update 20 August 2019

We've now started to receive information about your account and have begun the process of validating this to make sure that it is accurate and will enable a smooth transfer to us. If you have not done so already, it would be great if you can send us a meter reading. This will help us to open your account with an accurate meter reading.

We'll contact you by email or post over the next few days to explain what will happen next

Frequently asked questions

Here's some more information about joining EDF Energy. If you need to speak to us, call us on 0333 009 6993(1) – our team is ready to answer your query, Monday to Friday 8am–8pm and Saturday 8am–2pm.

Your supply

Why has EDF Energy started supplying my energy?

When your previous supplier ceased trading, Ofgem reviewed energy suppliers and determined that EDF Energy would be the best supplier for you. EDF Energy is one of the largest energy suppliers in the UK. We have a range of tariffs, including competitively priced fixed tariffs, and you can manage your account online, 24/7. 

Will I lose supply of my gas or electricity?

Rest assured, your energy supply will continue and remain uninterrupted during the transfer process. 

Who is the administrator for my previous company?

The administrators are Price Bailey

Will my smart meter still 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. This won’t affect your energy supply.

If you have a first-generation (SMETS1) smart prepayment meter it should have been transferred to credit mode by Solarplicity and will work as a traditional credit meter. This won’t affect your energy supply, however, if you're experiencing any issues contact us immediately on 0333 200 5110(1).

If you don't have a smart meter yet, when your transfer to us is complete, head to edfenergy.com/smart to register your interest. If we have installers in your area, you'll be able to book an appointment to get a new smart meter.

I was getting 100% renewable power, will I still get the same with EDF Energy?

EDF Energy is the UK’s largest producer of low-carbon electricity(2). Electricity is sourced from our own UK power stations, the wholesale energy market and other independent power generators. We are a major supporter of independent renewable generators.

What do I do if there is an emergency with my energy supply?

Please take a look at what to do in an emergency.

Your contract

Will I stay on the same tariff?

You’ll move to an EDF Energy tariff which is different from the one you had with Solarplicity. Your new tariff will have no exit fees, and your prices will be in your Welcome Pack. We’ll contact you before this tariff ends with all our tariff options. You can choose another fixed tariff if you wish – but we ask that you wait until we contact you to confirm your transfer to us has been completed.

How do I change my payment method?

We’ll be in contact when your transfer is complete to explain how you can change your payment method.

How do I manage my account online?

We’ll contact you once your account has been set up. You’ll then be able to change tariff, set up a Direct Debit and manage your account online with MyAccount.

Will I still get my time of use tariff?

You’ll move to an EDF Energy tariff that is compatible with your meter. You can choose another fixed tariff if you wish – but we ask that you wait until we contact you to confirm your transfer to us has been completed.

Will my bill go up?

Your prices will be in your Welcome Pack and you’ll move to an EDF Energy tariff with no exit fees. You can choose another fixed tariff if you wish – but we do ask that you wait until we contact you to confirm your transfer to us has been completed.

Will I be able to leave without exit fees?

Yes. There are no exit fees on your new EDF Energy tariff. 

Your transfer

Can I move to another supplier before the transfer to EDF Energy?

Ofgem’s advice is to allow the transfer to EDF Energy to complete before considering changing supplier. We’ll let you know when your transfer is complete.

 

I’ve just moved, does this change anything?

When your account has been set up, it would be helpful if you could let us know your previous and new address by calling us on 0333 009 6993 (1). Ofgem recommends redirecting your post if you’ve recently moved. For more information visit Post Office or Royal Mail.

I started transferring to a different supplier (not EDF Energy) when I heard my previous supplier was ceasing trading. Will my transfer still go ahead?

It will depend on how far your transfer has progressed. If it's not completed we'll be in contact to confirm your new account details, following which you will be able to transfer to a new supplier if you wish. If your transfer has gone through, you'll hear from your new supplier.

I have a smart meter appointment booked with my previous supplier – will this go ahead as planned?

No your smart meter appointment will not take place with your previous supplier. Register your interest in smart meters when your transfer to us is complete.

Accounts in debit or credit

Will I lose any credit with my existing supplier?

If you are a domestic customer and your final bill shows a valid credit balance, EDF Energy will honour this.

We'll write to customers between 23 and 31 of October to confirm the amount of their credit balance and how and when they will get this back. We'll not be able to provide any further information about credit balances today so please wait for your letter to arrive before contacting us about this. If you were automatically transferred from Solarplicity to TOTO Energy you'll need to contact TOTO for information about any credit balance you had with Solarplicity.

Non-domestic customer credit balances are not protected under Supplier of Last Resort. Non-domestic customers are advised to contact CDS Global by calling them on 0203 807 1347 or on 0116 296 1438, between 8.30 am and 6 pm, Monday to Friday, or in writing by email.

What happens to any outstanding payments/debt with my previous supplier?

Solarplicity has appointed CDS Global as its representative to contact customers and collect what is owing. EDF Energy is not responsible for your final bill or for collecting any money that you owe to Solarplicity.

Your final bill shows the total amount owing to Solarplicity up until 17th August when EDF Energy became your supplier. You can pay this bill to settle your account in any one of the following ways:

Through your existing direct debit arrangement if you have one
By calling CDS Global on 0203 807 1347 or on 0116 296 1438 – they can take debit or credit card payments. Please do not send your credit or debit card details by email or post
By bank transfer, using your account number as the reference in the ‘notes’ or ‘reason’ field to:

- Account name: Solarplicity Supply Limited – in Administration
- Sort code: 23-05-80
- Account number: 35019871

By cheque made payable to CDS Global. Please write your account number on the back and post it to Solarplicity Energy/Supply Limited c/o CDS Global Limited, Finanza House, Unit E, Best House, Grange Business Park, Enderby Road, Leicester, LE8 6EP

Other services

I’m listed on the Priority Services Register. Will I remain on the register when I transfer to EDF Energy?

Yes, when your account is fully registered you'll be sent a Welcome Pack that describes the services available as part of the Priority Service Register. You may want to take the opportunity to update the information we hold including the consent to share your data by using our online Priority Service tool. Should you wish to discuss the Priority Service Register and its services further you can also call us on 0333 009 6993(1).

How do I contact you?

If there's something you do need to speak to us about, call 0333 009 6993(1) Monday to Friday from 8 am to 8 pm and Saturday between 8 am and 2 pm - or contact us via LiveChat tab on the right.

If you’d like more information take a look at Ofgem’s Safety Net FAQs

I'm unhappy, how can I complain?

Please contact us on 0333 009 6993 Monday to Friday from 8 am to 8 pm and Saturday between 8 am and 2 pm - or contact us via LiveChat tab on the right. 

You can also visit our complaints page to find out how to raise your complaint so we can put it right.

I've already escalated my complaint to Ombudsman Services: Energy /EHU or Citizens Advice – what happens now?

You should have heard from them explaining what happens next. If you haven’t, please go to our complaints page and we can help.

 

I've applied for a Warm Home Discount rebate with my previous supplier, am I still entitled to it?

When your account has been set up, we can confirm your eligibility for the Warm Home Discount – support plus scheme. Alternatively, when you've received your account number, you can register for the scheme here or use our Priority Services online tool to find out if you’re eligible for extra help and support.

Feed-In tariff customers

Can I register with EDF Energy for my Feed-In tariff?

If you have previously registered a Feed-In Tariff (FIT) with Solarplicity, you’ll need to contact a new FIT licensee to continue to receive FIT payments. If you would like to choose EDF Energy, please visit our Feed-In homepage for more information.