Accessibility Statement

EDF Energy is committed to making this website accessible to all users, regardless of circumstances. We are actively working to increase the accessibility and usability of the site. If you have any questions or suggestions regarding the accessibility of this site, or if you have difficulty using any part of it, please contact us.

What are we doing?

To help us make the EDF Energy website a positive place for everyone, we've been using the Web Content Accessibility Guidelines (WCAG) 2.1. These guidelines explain how to make web content more accessible for people with disabilities, and user friendly for everyone.

The guidelines have three levels of accessibility (A, AA and AAA). We’ve chosen Level AA as the target for our website.

How are we doing?

We're working hard to achieve our goal of Level AA accessibility, but we realise there are some areas that still need improving. The following information explains what we're doing to make that happen.

1.2.5: Audio Description (Prerecorded)

We are working to get this implemented for all our videos on our site

How do I make the text bigger so that it is easier for me to read?

Some users might find screen text easier to read by increasing the size at which text is displayed. To do this you should simply adjust your browser’s settings.

  • Using Internet Explorer, go to View > Text size > and select the size you want.
  • Using Firefox, go to the View menu, select Zoom and then either zoom in Ctrl + +, Zoom out Ctrl + – or Reset Ctrl + 0
  • Using Google Chrome, click the menu icon (three horizontal lines) and then click the + or – on the same line as the word Zoom

 

You can also hold down CTRL and use the mouse wheel at the same time to change the text size for all the browsers above

 

What are PDFs and how do I read them?

PDF stands for Portable Document File. You need a plug-in called Adobe Acrobat Reader to view these files which you can download for free from Adobe’s website.

Users who have concerns about accessibility should visit Adobe’s accessibility websiteRecent versions of Acrobat Reader have a Read Out Loud facility, which can be found under the View menu.

Hearing Impaired Customers

Our site has been designed to allow Screen Readers to read our pages. Customers with hearing difficulties can also find out about our products and services via Text telephone on: 0800 096 2929(1).

Visually Impaired Customers

If you would like to receive your bill in an appropriate format such as large print Braille, audio tape, or receive our Priority Services Register 'Code of Practice' in larger print, please contact us on 0800 269 450(1).

Video Relay for British Sign Language users

SignVideo logo



We've partnered with SignVideo to offer a Video Relay service for BSL users. The service is free to use and is available Monday to Friday 8am to 6pm and Saturday 8.30am to 2pm.


How do I use SignVideo?

The SignVideo website has loads of useful information on how to use SignVideo.

Mobile app: Download the SignVideo app. When you open the app, you will see the SignDirectory. Scroll down the SignDirectory and look for the service you want to call. Click on the button for that service and a SignVideo interpreter will appear on your screen to interpret your conversation.

SignVideo Web: Click on the link/button on this page to call the service you want to reach. A SignVideo interpreter will appear on your screen to interpret your conversation.


What do I need to be able to use SignVideo?

To use SignVideo, you will need three things as minimum requirements:

1) Device: They can be the following:

  • Window PC app
  • Apple Macs app
  • iOS app
  • Android app
  • SignVideo Web
     

2) Webcam: They can be plugged in or built-in.

3) Good internet connection: For the best experience with SignVideo, we advise having a minimum 2mbps upload and download internet speed. Your internet connection can be any of the following:

  • 3G,4G,5G mobile network
  • Plugged in Broadband/ethernet
  • WiFi


With these three requirements met, you will be able to connect to our BSL interpreters easily and within an instant!


How can I get help and support?

To resolve any issues you may have, please check SignVideo's FAQ page.

To receive help and support, please get in touch with our Customer Services:

  • Call SignVideo in BSL: www.customer.signvideo.me
  • Alternatively, email the technical support team directly - help@signvideo.co.uk

Accessible communications – If I opt-in, what are the options available?

We work in partnership with The Royal National Institute of Blind People (RNIB) to provide our customers who require their communications in an alternative format. 

Please find below the current RNIB standards used for EDF Priority Service Register (PSR) customers who require accessible communications in an alternative format. 
 

Large print correspondence

  • All large print correspondence is produced in Arial font size 20
  • All large print correspondence is wrapped in a poly-bag and sent free of charge via Article for the Blind
  • If you'd prefer us not to send this in an Articles for the Blind envelope, you may request for this to be sent out in a plain envelope
     

Braille correspondence

  • Braille correspondence is produced in braille and bounded booklet.
     

Audio

  • Audio correspondence is produced on a CD.


From time to time you may still receive some items of correspondence in a standard format. Rest assured that these will not include any regulatory information regarding your energy account.

Your energy bill will be sent in your chosen alternative format as well as the original billing format.