Welcome to customers joining us from Zog Energy

We realise it's an unsettling time, but we'll look after you – we hope you'll find helpful information below.

There is no need to contact us right now, we'll contact you.

 

Latest updates for customers joining us from Zog Energy

Update 1 March 2022

  • All Zog customers should have now received their Zog final bill up to 4 December 2021 - the date that EDF were appointed Supplier of Last Resort (SoLR). We're working hard to issue customers any owed credits. 
  • All credit balances are protected and we'll honour these - so please don't worry if you haven't received yours yet. We're working through these as quickly as possible and there's nothing you need to do. 

 

If you're owed credit, here's how you'll receive it:

  • If you stayed with EDF and your Zog final bill shows a credit, this credit amount will be loaded onto your EDF account
  • If you chose to leave Zog or EDF and your Zog final bill shows a credit, this credit amount will be refunded to you via a cheque

 

Your final Zog bill

  • We'll send you a bill from 4 December onwards and if you stayed with us, we'll add this to your EDF account. If you have left EDF, then we'll be in touch. 

 

Check back here for further updates on what's happening.

Update 11 February 2022

Great news!
All customers should have now received their Zog final bill, which covers up to the SoLR date of 4 December 2021. EDF has now started work to honour any credit balances aligned to your final Zog bill.

All credit balances are protected, and we'll honour these, so please don't worry if you've not received yours yet. We're working through these as quickly as possible. This will take some time - there is nothing you need to do.

See below for how you'll receive your credit:

  • Customers who've stayed with us: if you're owed monies on your Zog final bill, we'll ensure this credit is applied to your new EDF account

  • Any customers who left Zog and signed up to another energy supplier should also have received a final bill from Zog. If your final Zog bill is in credit, these monies will be sent to you from EDF as a cheque refund.
     

What else should I know?

  • Please contact Zog in Administration on 01473 597964 to pay any monies owed against your final Zog bill.

  • Zog continues to support customers regarding any queries on their final bills.

  • We'll ensure that you're billed from 4 December 2021 onwards and will apply this to your EDF account if you haven't left us. If you have left us, we'll contact you. 

  • Direct Debits: if you set up your Direct Debit with us by 31 January 2022 as per our communications, then we'll calculate the appropriate monies and add this credit to your account

 

Update 26 January 2022

You should now receive your final bill from Zog, covering the period until 4 December 2021. Zog is continuing to support customers with any queries regarding these final bills. In addition, we're working with Zog to make sure we can issue credits to any customers who have money owed to them. This is how these credits will be issued:

  • Your credit will be applied to your new EDF account for customers who've stayed with us. So don't worry if you can't see this yet; it will take some time.

  • Any customers who left Zog and signed up to another supplier these credits will be sent as a cheque. 
    Please bear with us; these will take some time to work through.


We'll then make sure that you are billed from 4 December 2021 onwards.
 

Setting up your Direct Debit payments with us by 31 January:

When and how can I set up a Direct Debit

  • We've set you up as a customer who pays upon receipt of your bill to get started.

  • This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from.

So what's next?

  • Using the details contained in your Welcome Letter (which includes your EDF account number), you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.
     
  • Once you've set up your online EDF account – you can track the progress of your switch to us.
     
  • Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF'; you can set up your Direct Debit online or contact us.
     
  • Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed the cheaper rate Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.
     

 

Update 20 January 2022

Good news! Zog Energy Limited has informed us that they've completed issuing final bills to all Zog customers up to the SoLR date of 3 December 2021.

We're now working with Zog to understand which customers have credit on their final balance so we can honour this. So here is how you'll get your credit.

  • Your credit will be applied to your new EDF account for customers who've stayed with us. So don't worry if you can't see this yet; it will take some time.

  • Any customers who left Zog and signed up to another supplier these credits will be sent as a cheque. 

    Please bear with us; these will take some time to work through.


We'll then make sure that you are billed from 4 December 2021 onwards.
 

Setting up your Direct Debit payments with us by 31 January:

When and how can I set up a Direct Debit

  • To get started, we've set you up as a customer who pays upon receipt of your bill.

  • This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from.

So what's next?

  • Using the details contained in your Welcome Letter (which includes your EDF account number), you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.

  • Once you've set up your online EDF account – you can track the progress of your switch to us.

  • Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF,'; you can set up your Direct Debit online or contact us.

  • Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed the cheaper rate Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.

Update 12 January 2022

Good news! Zog Energy Limited has informed us that they're now in the process of issuing final bills to all Zog customers up to the SoLR date, which is 3 December 2021.

We're now working with Zog to understand which customers are owed any credit. The following will then happen.

  • Your credit will be applied to your new EDF account for any customers who have stayed with us.

  • Any customers who left Zog and signed up to another supplier these credits will be sent as a cheque.

Please bear with us; these will take some time to work through.

We'll then make sure that you are billed from 4 December 2021 onwards.
 

Setting up your Direct Debit payments with us by 31 January:

When and how can I set up a Direct Debit

  • To get started, we've set you up as a customer who pays upon receipt of your bill.

  • This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from.

So what's next?

  • Using the details contained in your Welcome Letter (which includes your EDF account number), you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.

  • Once you've set up your online EDF account – you can track the progress of your switch to us.

  • Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF,'; you can set up your Direct Debit online or contact us.

  • Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed the cheaper rate Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.

     

Update 5 January 2022

We wish you all a Happy New Year.

All former Zog Energy customers have been migrated over to EDF and should have received your welcome letter containing your EDF account number, tariff details and next steps. Your EDF tariff name is 'Welcome Standard'; you can find out more about this tariff here. Just enter your postcode and the tariff name as 'Welcome Standard'.
 

IMPORTANT INFORMATION FOR DIRECT DEBIT CUSTOMERS

IF YOU PREVIOUSLY PAID BY DIRECT DEBIT, PLEASE CANCEL THE DIRECT DEBIT PAYMENTS YOU HAD SET UP WITH ZOG ENERGY. PLEASE DON'T WORRY; ANY PAYMENTS YOU'VE MADE WILL BE PROTECTED.
 

How to set up your Direct Debit payments with us:

When and how can I set up a Direct Debit

To get started, we've set you up as a customer who pays upon receipt of your bill.

This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from.

So what's next?

  • Using the details contained in your Welcome Letter (which includes your EDF account number), you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.

  • Once you've set up your online EDF account – you can track the progress of your switch to us.

  • Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF,'; you can set up your Direct Debit online or contact us.

  • Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed the cheaper rate Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.

Update 15 December

Great news!! We've started migration for 100% of Zog Energy Ltd customers.

Some important information:

  • You'll soon receive your Welcome Letter, which will contain your EDF account number, tariff details and next steps

  • EDF started looking after your energy supply from 4 December. You're in safe hands; your energy supply will continue uninterrupted

  • Your EDF tariff name is Welcome Standard. Find out more about this tariff here; enter your postcode and enter the tariff name as 'Welcome Standard'

  • Direct Debit customers: If you previously paid by Direct Debit, please cancel the Direct Debit payments you may have with Zog Energy. Don't worry any payments you've made will be protected. Please see below when and how you can set up your Direct Debit with us:


When and how can I set up a Direct Debit

To get started, we've set you up as a customer who pays upon receipt of your bill.

This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from.

So what's next?

  1. Shortly you'll receive your welcome letter, which will contain your EDF account number - using the details in this letter, you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.

  2. Once you've set up your online EDF account you can track the progress of your switch to us.

  3. Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF,'; you can set up your Direct Debit online or contact us.

  4. Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed the cheaper rate Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.

Update 9 December

Great news!! We've started migration for 100% of Zog Energy Ltd customers.

Some important information:

  • You'll soon receive your Welcome Letter, which will contain your EDF account number, tariff details and next steps

  • EDF started looking after your energy supply from 4 December. You're in safe hands; your energy supply will continue uninterrupted

  • Your EDF tariff name is Welcome Standard. Find out more about this tariff here; enter your postcode and enter the tariff name as 'Welcome Standard'

  • Direct Debit customers: If you previously paid by Direct Debit, please cancel the Direct Debit payments you may have with Zog Energy. Don't worry any payments you've made will be protected. Please see below when and how you can set up your Direct Debit with us:


When and how can I set up a Direct Debit

To get started, we've set you up as a customer who pays upon receipt of your bill.

This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from.

So what's next?

  1. Shortly you'll receive your welcome letter, which will contain your EDF account number - using the details in this letter, you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.

  2. Once you've set up your online EDF account you can track the progress of your switch to us.

  3. Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF'. You can set up your Direct Debit online or contact us.

  4. Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed a cheaper rate than Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.

Check back here for further updates on what's happening.

Update 7 December

Welcome to Zog Energy customers.

We're currently working on the necessary activities to set you up on the EDF systems. In the meantime, here's some important information:

  • EDF started looking after your energy supply from 4 December. So you're in safe hands; your energy supply will continue uninterrupted.

  • We've sent communications to all Zog Energy Ltd customers on 6 December, which gives you essential information on what's happening. We'll also update our website, so check back any time to find out the latest

  • Your EDF tariff name is Welcome Standard. Find out more about this tariff here; enter your postcode and enter the tariff name as 'Welcome Standard'

  • Direct Debit customers: If you previously paid by Direct Debit, please cancel the Direct Debit payments you may have with Zog Energy. Don't worry any payments you've made will be protected. Please see below when and how you can set up your Direct Debit with us:


When and how can I set up a Direct Debit

To get started, we've set you up as a customer who pays upon receipt of your bill.

This means you'll be on our cash/cheque tariff. BUT DON'T WORRY– we'll help you set up your Direct Debit and make sure you don't miss out on the lower rates a Direct Debit customer benefits from

So what's next?

  1. Shortly you'll receive your welcome letter, which will contain your EDF account number - using the details in this letter, you'll be able to set up your online account. This means you'll be able to manage your energy securely via our MyAccount system.

  2. Once you've set up your online EDF account you can track the progress of your switch to us.

  3. Once your account displays this message, 'Woohoo – we're now powering your home! Welcome to EDF,'; you can set up your Direct Debit online or contact us.

  4. Please set up your Direct Debit on or before 31 January 2022, and you're guaranteed a cheaper rate than Direct Debit customers benefit from. We'll also give you Direct Debit prices backdated via a credit on your account from the day we were appointed to take over as your supplier.

Update 3 December 2021

Zog Energy ceased trading, and Ofgem, the energy regulator, has appointed EDF to step in and look after you.

  • Please don't worry – your supply will continue uninterrupted

  • Please take a meter reading if it's safe to do so and keep it handy

  • We'll work on getting you set up with us as fast as possible

  • If you think you're in credit, your credit balances are protected by Ofgem, and we'll honour it. It will take some time to work this out, but we're on the case.

Frequently asked questions

Here's some more information about your journey over to EDF. There is no need to contact us right now, we'll be in contact with you and keep you updated along the way. If you do need to contact us once you've checked out our FAQs below, then please do use the options below.

Don't hang around on the phone, you can contact us by text.

  • WhatsApp on 07480 802 942(1)
  • SMS on 07481 341 928(1)


You can also call us on 0333 009 7120(2). Our team is ready to help Monday to Friday from 9am to 5pm and Saturday 8am to 2pm.

 

Your supply

Why has EDF started supplying my energy?

When your supplier ceased trading, Ofgem reviewed energy suppliers and decided that EDF would be the best supplier for you. We're one of the largest energy suppliers in the UK.

We've started supplying your energy and will now work on setting you up on EDF systems. This will take some time so please bear with us we'll keep you informed throughout this process there is no need to contact us right now.

Once we've set you up with an EDF account number it's easy to register for MyAccount so you can manage your account online 24/7 or via the EDF mobile app.

Download on the App StoreGet it on Google Play

What's going to happen to my energy supply?

Don't worry, your energy supply will continue uninterrupted, so you don't need to do anything right now.

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

EDF is Britain’s biggest generator of zero 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.

Will my smart meters still work?

It depends on the type of smart meter you have. If it was installed recently and it is a second-generation ‘SMETS2’ meter, then it should still work, and you'll be able to continue to use your smart functionality.

If it was installed a while ago, it may lose the smart functionality for now. However, we have an established industry-wide programme known as 'Enrolment and Adoption (E&A)' in place to update these meter types and we'll be able to re-instate your smart functionality we'll be in touch as soon as we're able to do this for your meter.

Do I need to provide a meter reading?

There is no need to provide us with a meter reading at the moment. Please take a meter reading if it's safe to do so and keep it handy –  we’ll let you if we need this.

Your Direct Debit payments

What should I do if I currently pay by Direct Debit?

Unfortunately, we are unable to transfer your Direct Debit across when setting up your EDF account, which means your account will start with EDF on our cash or cheque payment method, meaning you pay on receipt of the bill.

Don’t worry, you can set up a Direct Debit with us once your switch is complete. You can do this easily via your online MyAccount or by contacting us directly. Your switch will be complete once we reach the start date noted in your welcome letter you can also track your switch using your online account.

Your contract

Will I stay on the same tariff?

No, you're on EDF’s Welcome Standard tariff. This tariff doesn't have any exit fees.

How do I change my payment method?

During the switching period, we can't set up Direct Debits or make changes to your contract. However, once the switch is complete you can easily make any changes via your online MyAccount or by contacting us directly.

Your transfer will be complete once we reach the start date noted in your welcome letter 
(which will include your EDF account number), you can also track this using your online account.

When will I receive a bill from EDF?

When your switch to EDF is complete, your first billing period will begin from the day you switch to EDF. For cash or cheque customers who pay on receipt of the bill, this means a bill will be issued every month requesting payment of any outstanding balance.

Will I be able to leave without exit fees?

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

How will my data be handled?

We'll treat your account details securely and in line with our privacy notice which explains the lawful basis, we rely on, to process your account details. We don't rely on consent in respect of this processing.

The information will be used to help:

  • Set up your EDF account
  • Issue your final closing account statement
  • Collect any outstanding payments and manage your EDF account
     

Read our privacy policy.

Your transfer

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

We really hope you’ll be happy being an EDF customer, but if you'd like to switch suppliers in line with Ofgem guidance we recommend waiting until you have received your new EDF account details to prevent any problems with your switch.

I started transferring to a different supplier (not EDF) 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 your transfer has gone through, you'll hear from your new supplier. Check with the supplier you were transferring to.

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. Once you've transferred over to EDF and are in our systems, we'll be in contact directly to arrange an appointment.

When will my account move to EDF?

We'll transfer customers quickly and smoothly over the coming weeks. Once you've commenced your transfer to EDF, we'll send your personalised welcome information. It'll include details of your account, tariff and prices as well as what to expect next. 

How long will my transfer to EDF take?

We're working hard to get everything ready to set up your accounts on our EDF systems. When we start this process, you'll be sent a welcome letter that will contain your EDF account number, tariff information and details on how to set up your online account. Once you've received your welcome letter your transfer should take around three weeks to complete.

How can I tell when I get the welcome letter from you? You'll know by the fact it will contain your account number.

During the transfer period, we're unable to set up Direct Debits or make changes to your contract. However, once the transfer is complete you can easily make changes online via MyAccount or by contacting us directly.

I’ve recently moved home / I’m moving home soon, how do I update my details?

If you've moved home recently or are due to move home soon, you can contact us to let us know. The easiest way to do this is via WhatsApp on 07480402842 (1) or SMS on 07481341928(1). You can also call us on 0333 009 7120(4) Monday to Friday from 9am to 5pm and Saturday between 8am and 2pm.

Please contact us as close to your moving date as possible, and have the following information available:

  • Your moving date
  • Electricity and gas meter readings from your old home
  • Electricity and gas meter readings from your new home
  • Address of your new home so we can get your account set up accurately
  • A forwarding address for us to send the final bill to
     

We'll not be able to update your account until it has successfully switched to us but rest assured, we're on the case. Once you've registered your details with us, there's no need to call us again as we'll keep you updated.

Accounts in debit or credit

What will happen with my credit balance?

Domestic customer credit balances are protected by Ofgem regulations and EDF will honour any valid credit balances that current and former customers have/had with their previous supplier. Once a final closing account statement has been generated, we'll transfer the balance onto your new EDF account, and this will count towards your future energy consumption.

If you switched to a different supplier before Zog Energy went into Administration and have a valid credit balance, we'll contact you to let you know how we'll get this back to you please bear with us as this may take some time.

I have a query about a previous Zog Energy statement or payment, what should I do?

We'd love to help you, but we don't hold any details of previous bills or payments prior to your supplier ceasing to trade.

Other services

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

If you're on the Priority Services Register with Zog Energy, EDF will attempt to transfer this.

When your account is fully registered with EDF, you’ll be sent information about the services available as part of our Priority Service Register. You may want to take the opportunity to update the information we hold, including the consent to share your data or request accessible bill formats such as large print, braille, or audio. You can do this and more 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 7120(4).

How do I contact you?

There's no need to contact us at this time, we’ll be in touch to inform you of the next steps.

If you need to contact us please read our FAQS which we hope will help answer your questions, however, if once you have checked these and you still need to speak to us, the simplest and easiest way to do this is via SMS on 07481341928(1) or WhatsApp on 07480802942(1). You can also call us on  0333 009 7120(4). Our team is ready to help Monday to Friday from 9am to 5pm and Saturday 8am to 2pm. 

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 7120 (2) Monday to Friday from 8am to 8pm and Saturday between 8am and 2pm. You can also 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 visit our complaints page and we can help.

Do you have an electric vehicle?

If you have an electric vehicle, you can access a range of exclusive EV tariffs from EDF to help you lower recharging costs. We do however ask that you allow the supply of your energy to fully transfer over to us before attempting to switch to one of our EV tariffs.

Once your account is live on supply, and you've received your welcome pack you'll be able to switch to one of our exclusive electric vehicle tariffs. If you'd like to find out more please visit our electric vehicles tariff page to view the options.

Can I register with EDF for my Smart Export Guarantee (SEG)?

If you've previously registered for Smart Export Guarantee (SEG) with Zog Energy, you’ll need to contact a new provider to continue to receive your SEG payments. If you would like to choose EDF, please visit our Smart Export Guarantee page for more information.

With EDF you get

Zero Carbon icon

Zero Carbon

Britain's biggest generator of zero carbon electricity(3)

Zero Hassle

Rated 'Great' on Trustpilot

Zero extra cost icon

Value & Control

Fixed Tariffs, Electric Vehicles, Low Carbon Heat, Energy Hub
Find out more