Welcome to Utilita customers joining us
We know things are changing for you, and we're here to help. The info below will help you through it. Just know, you're in good hands!
A large number of customers who previously got their home energy from Utilita Energy will now be moving over to our service.
Utilita Energy has made the decision to focus on its Pay As You Go customer base. If we've been in touch with you, it means we're taking over your energy supply. We’ve teamed up with Utilita to make sure your transfer is smooth and stress-free. We’ll keep you updated and give you all the support you need, every step of the way.
Why you’re in safe hands with EDF
- We already power more than 3 million UK homes
- Our customer service is rated ‘Excellent’ on Trustpilot, with over 132,000 five-star reviews
- We’re Britain’s biggest generator of zero carbon electricity, helping you play your part in a cleaner future
Key things to know right now
A large number of customers who previously got their home energy from Utilita Energy will now be moving over to our service.
- Your supply will continue without interruption
- We’ll set up your new EDF account as quickly as possible
- If you pay by Direct Debit, it will move across automatically. No action needed
- If you’re in credit, that balance will move to your EDF account
- You’ll move onto an EDF tariff tailored to match your existing Utilita pricing. Full details will be in your welcome communications
There’s no need to contact us at the moment. Just sit back, relax, and let us do the work in the background.
Energy supply FAQs
Will my energy supply stop?
No. Your energy supply will continue without interruption, so you don't need to do anything right now.
What if I have an emergency?
Check our emergency help page for details on gas leaks, power cuts, or disconnections.
Do I need to give you a meter reading?
No, we’ve got that covered. We’ll only reach out if we need one.
I’ve already started switching to another supplier. What happens now?
That switch will still go ahead. If you change your mind and want to join EDF, we’d love to have you, but you’ll need to either cancel your contract with your chosen supplier or contact us later when you’re eligible to switch again.
How do I manage my EDF account online?
If we have your email address, we’ll send you a message with simple steps to set up your online account once your switch begins and your account is created.
Not set up with an online account yet? No problem, we can still help you get started.
With an online account, you can:
- Make payments easily
- Track your energy usage
- Send meter readings
- View your contract details, terms, and conditions
- And much more, all in one place
To get started, simply share your email address with us, and one of our energy specialists will be happy to help you. You can:
Email us at hello@edfenergy.com
Call 0333 006 9950 - one of our energy specialists will be happy to help.
Why don’t my final meter readings with Utilita Energy and my opening meter readings with EDF match?
You might notice that the final meter readings on your Utilita bill don’t exactly match the opening readings on your first bill with us.
Sometimes, your smart meter or tariff settings are also updated during the switch, for example, if your meter changes to a new reading setup. This can make the numbers you see look a little different.
Don’t worry, your energy use is tracked accurately, and you won’t be charged twice for the same energy.
Will my terms and conditions change now that I'm with EDF?
The terms and conditions you agreed with Utilita will continue to apply to your EDF account until 1 Jan 2026. We'll switch you over to our own terms and conditions when the new price cap comes into effect
Payments and balances FAQs
Will my Direct Debit move over to EDF?
We're arranging to transfer your Direct Debit instructions to us. The great news is that there’s nothing you need to do, and you’ll continue to receive the benefits of paying by Direct Debit. Rest assured that this won’t affect the service that you receive from either supplier.
The only change you’ll notice is that once we make the change after 8 November, we will collect your Direct Debits from December onwards instead of Utilita Energy, so you’ll see our name on your bank statements instead of theirs. The reference on the Direct Debit will also switch to your new EDF account number. There is no need to complete a new Direct Debit instruction as we’ll notify your bank for you. You may see a comment on your bank statement advising you of the final payment under Utilita Energy and the first payment under EDF.
There is no need to complete a new Direct Debit instruction as we’ll notify your bank for you
Once your Direct Debit is set up, we’ll send you a confirmation to let you know everything’s in place. Please take a moment to check the details to make sure everything looks right. If anything doesn’t seem correct, just get in touch and we’ll sort it out.
A few things to be aware of if you pay by fixed monthly Direct Debit:
- If your payment date is the 29th or 30th of the month, it will move to the 1st of the month
- If there’s a debit balance on your final bill, Utilita will collect this before we transfer your Direct Debit to us
- You may miss one regular Direct Debit payment as part of the transfer process
What happens if I have a credit balance with Utilita Energy?
After your final Utilita bill, your credit will move across to EDF and go towards your future bills.
This will be done after 8 November.
What if I owe Utilita money?
Any outstanding balance must be paid directly to Utilita after they send your final bill.
Smart meter FAQs
Will my smart meter(s) keep working?
- If you have a SMETS2 (newer) smart meter, it should transfer seamlessly.
- If you have a SMETS1 (older) meter, it may switch to non-smart mode and act like a traditional meter. Your supply won’t be affected.
Don’t have a smart meter yet? Once your transfer is complete, you can check our smart meter page and book an installation (subject to availability). New bookings are added daily.
I booked a smart meter appointment with Utilita. What happens now?
Your Utilita appointment won’t go ahead. But once your EDF account is set up, you’ll be able to book a new appointment with us.
Other questions
I have an ongoing complaint with Utilita. What happens now?
Utilita will continue to handle existing complaints until they’re resolved. If you have a new issue after your transfer, take a look at our complaints page to find out how to raise your complaint, so we can put it right.
I’m on the Priority Services Register with Utilita. Will I stay on it?
Yes. Once your account is active, Utilita will share your details with us and we’ll make sure you stay on the register.
Who will pay my Warm Home Discount?
Core Group
If you’re part of the Core Group, Utilita will make your Warm Home Discount payment before your account transfers to EDF. This payment will appear on your final bill from Utilita, and we’ll also send you a separate communication to confirm that it’s been made.
If you have any questions about your payment, please contact Utilita or the Department for Work and Pensions (DWP).
Scottish Broader Group
If you’re part of the Scottish Broader Group, Utilita will make the payment after the application and verification process with DWP is complete, for customers who are confirmed as eligible. These payments will also appear on your final bill and be confirmed in a separate communication.
If you’ve applied but haven’t been successful, you’ll be able to re-apply through EDF’s Warm Home Discount scheme once your account has transferred.
I have a query. Who should I contact?
Before 8 November: Contact Utilita in the usual way.
From 8 November onwards, you can get in touch with us:
Our teams are here to help
Monday to Thursday 8am - 6pm (Mondays are our busiest day)
Friday 8am - 4pm
- 03330 069 950
- hello@edfenergy.com
- WhatsApp us on 07480 589 950 (or scan the QR code below).
Your supply is safe. Your transfer is underway. And we’ll keep you informed every step of the way.
Welcome to EDF. We’re glad you’re here.
Choose EDF for your energy
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Cleaner
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