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. It'll take some time for Solarplicity to send over your details, once this has happened we'll send out your Welcome Pack with all the information you need in it. We're currently in the process of ensuring that all outstanding credit balances are transferred for current domestic customers and repaid to those who had left the company with a credit balance outstanding. We'll be in contact as soon as we can when we have all the relevant information.

Here's what happens next:

  • Good news, we’ve automatically started supplying your energy - If you'd like to submit your meter reading, you can either call us on 0333 009 6993(1) - we're open Mon-Fri 8am–8pm & Sat 8am–2pm - or contact us via LiveChat tab on the right. 
  • We'll send you details of your new contract and the terms and conditions shortly.
  • If you pay by prepayment key or card, you can continue to use your existing key/card as usual.
  • We’d love you to stay with us and benefit from the great service and value that our customers already enjoy. But if you do wish to change supplier, please wait until you have received your contract as this will confirm your new account has been set up.


Solarplicity customers that were recently transferred to TOTO Energy will not be transferred to EDF Energy. If you are one of these customers you should contact TOTO Energy with any questions or concerns. 

Keeping you updated on the progress

Latest news

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 let's 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(2) – 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 switching 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 switch 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 switched 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(2).

If you don't have a smart meter yet, when your switch 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(3). 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 your current one. 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 you’ve received your Welcome Pack when you've successfully transferred to us.

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 you’ve received your Welcome Pack which you'll receive when you successfully transfer to us.

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 you’ve received your Welcome Pack.

Will I be able to leave without exit fees?

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

Your switch

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

Ofgem’s advice is to allow the switch to EDF Energy to complete before considering changing supplier.

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 (2). Ofgem recommends redirecting your post if you’ve recently moved. For more information visit Post Office or Royal Mail.

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

It will depend on how far your switch 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 switch to a new supplier if you wish. If your switch 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 switch to us is complete.

Accounts in debit or credit

Will I lose any credit with my previous supplier?

Domestic customer credit balances are protected by Ofgem regulations. EDF Energy will honour any credit balances that current and former customers have with Solarplicity. We're currently working with the administrator Price Bailey to establish how this process will work and we'll be in touch when we have more information. This may take some time but you will get your money back.

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 the administrator in relation to credit balances.

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

Your previous supplier’s administrators Price Bailey will be in touch to discuss any outstanding payments. Any debt with your previous supplier won't be transferred to EDF Energy.

Other services

I’m listed on the Priority Services Register. Will I remain on the register when I switch 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(2).

How do I contact you?

You don’t need to do anything just yet – we’re working with your previous supplier’s administrators Price Bailey and Ofgem.

If there's something you do need to speak to us about, call 0333 009 6993(2) Monday to Friday from 8am to 8pm and Saturday between 8am and 2pm.

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

I'm unhappy, how can I complain?

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

I've already made a complaint to my previous supplier, what happens now?

If you still have an issue and it isn’t about your previous supplier (such as their service), you'll need to raise the matter again with us and we'll do our best to get it resolved. Please visit our complaints page.

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?

Yes, you can register with EDF Energy or approach any other FIT licensee (a new supplier) to continue to receive FIT payments.

Where can I find my FIT ID?

Please check your Feed-In tariff statement of terms or any other correspondence sent by Solarplicity.

What supporting information will I need to provide?

In order to validate your application, we require relevant supporting documents listed in our application process which may or may not include documents provided to Solarplicity.

 

Will my Feed-In payments be backdated?

Upon receiving an application we will verify the installation with Ofgem and/or the appointed Solarplicity administrator who may confirm the last meter reading and payment details of relevant FIT installations, so long as the information is available.

 

Will the length of my Feed-In tariff contract change if I choose EDF Energy as my Feed-In tariff licensee?

No, there will be no changes to the length of your contract.

 

Will my Feed-In unit rate stay the same after switching to EDF Energy?

Yes, we will process your application and register with Ofgem who confirm the unit rate which is consistent across all Feed-In tariff licensees.

What happens if I've been receiving Feed-in Tariff payments?

Those customers with a registered Feed-In Tariff (FIT) previously with Solarplicity will need to approach a new FIT licensee (a new supplier) to continue to receive FIT payments. If you would like to choose EDF Energy as your new FIT Licensee then please complete our application process.