How EDF are supporting their customers through the UK's cost of living crisis

We understand how difficult this time is for our customers and we're here to support you by offering more direct financial assistance as well as insulating more homes which will help customers bring their energy bills down.

Here we'll give you information on

an update on how EDF is going to support customers this year through the cost of living crisis
info on the EDF Customer Support Fund and how to apply
who we're working with to offer more support to customers
the various government schemes and benefits that are available

What is EDF doing to help customers through the cost of living crisis?

We're doing more for our customers, but we can’t solve this crisis alone. We need the government to do more too. We're asking the Government and the two Conservative leadership candidates to work with the energy industry so we can find a viable solution for those customers most in need this winter. Customers need to know now that help is coming, millions of people are reliant on that reassurance, and discussions need to happen now.

With energy costs likely to stay high, we also urgently need a broader government-funded energy efficiency programme, that could help reduce household energy bills permanently.

August 2022

Today we've announced further ways we plan to help our customers through this winter.

Helping customers save up to £100 a year with our free Energy Hub platform (you'll need a smart meter first). Energy Hub gives you control over your energy usage. You'll be able to see where you're using the most energy
This winter we're going to be launching our Energy Hub Super Saver challenge(1). Each week throughout the winter customers who take part will have the chance to secure a year's worth of free energy. If you're unable to have a smart meter installed you'll still be able to take part!
We'll be contacting customers in need to help with services which may include things like
- Helping customers beat the Ofgem price cap by £100 if they move to smart Pay As You Go from traditional prepayment(2)
- Launching our 'Fresh Start' campaign(3), supporting those customers with existing debt with us
- Launching our 'Helping Hands' support scheme – offering additional support to our existing prepayment and smart Pay As You Go, customers, to make sure they can afford to top up their meters.

April 2022

We've been listening to our customers and analysing data which has helped us decide on the best action to help our customers.

Today we've announced that we're setting aside an additional £ 5 million on top of the £1.4 million we had already allocated this year to its Customer Support Fund in 2022. It means that in addition to £4 million of Warm Home Discount, we'll set aside a further £6.4m to support customers in need.

The £6.4million will be used to help our customers in debt or facing financial difficulties, as well as support buying energy-efficient white goods to help people reduce their bills long-term.

We're also on a mission to help customers get their homes properly insulated. In the last year, we installed over 40,000 measures through the ECO scheme. The Energy Company Obligation (ECO scheme) installs free energy-saving measures and heating improvements helping customers keep their homes warm and their energy bills down.

This year the scheme will help eligible customers whose home's EPC rating is D or below to install a package of measures that will improve their EPC rating.

As well as ECO we'll again be supporting customers with the Warm Home Discount Scheme.

What is the EDF Customer Support Fund?

The EDF Customer Support Fund was set up in 2003. The fund helps our customers in two ways

1. Customers struggling with debt
We can offer help through grants which will help you become more financially stable and get you back in control of your finances.

2. Replacing appliances with more energy-efficient ones
If you have an appliance that is broken or in poor working order we can help you replace it with a more energy-efficient one.

How do I apply?

Step 1: Register for help from our Priority Services. To see how we can support you.

Step 2: Apply for help from the Customer Support Fund on the Let's Talk website. You'll need to be a customer with EDF and have your account number and current energy debt balances ready, along with details of your household finances and vulnerability. It may be helpful to have your more recent energy bill to hand when you apply. The form will guide you through the process and automatically save. So you won't lose your progress.

Customers accessing this fund will be asked to supply additional information so we can make sure we're helping customers who need this support.

What other support does EDF offer customers who are struggling?

We understand that circumstances can change at any time in a customer's life. That's why we set up our Personalised Support service. Using the online tool helps customers access different services which can give that extra support when it's needed.

We're also teamed up with IncomeMax and Citizens Advice Plymouth to offer extra independent advice and support around debt.

Government support that's on offer this winter to help customers through the Cost of Living Crisis

The Energy Bills Support Scheme

This £400 energy bills discount has been set up by the government to help households across Great Britain as energy bills continue to rise, due to increasing energy costs.

For customers who need more support during this time, the government are also offering other Cost of Living Payments these are in addition to the £400 discount on energy bills. These payments are not taxable and will not affect the benefits or tax credits you get.

They are:

The Cost of Living Payment. Households on means-tested benefits, including Universal Credit, Pension Credit and Tax Credits, will receive a payment of £650 this year. This will be made automatically in two instalments, one in summer and another in autumn. Find out more details on this.

Disability Cost of Living Payment. Individuals on disability benefits will receive a one-off £150 payment in September to help with extra costs, such as specialist equipment or transport. This is in addition to the £650 Cost of Living Payment for disabled people who also receive means-tested benefits. Check to see if you qualify.

Pensioner Cost of Living Payment. In the winter months, customers who are of pensionable age can get between £100 and £300 to help pay heating bills. This winter, they will also receive an extra one-off £300 Pensioner Cost of Living Payment, which will be paid as an automatic top-up to the Winter Fuel Payment. Check to see if you qualify.

The government has also launched their 'Help for Households' hub which helps customers find all cost of living support.

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Notes

Details to be released from October 2022 on how you can take part and the terms and conditions of the challenge. Don’t worry if we’re unable to offer you a smart meter or Energy Hub, you’ll still be able to take part.
To view your energy use within Energy Hub, your smart meter must be commissioned and maintain connectivity with us. Energy Hub is accessible via MyAccount and the EDF app. It’s available to residential customers who have gas and electricity smart meters and both fuels on a single rate EDF tariff, or an electricity smart meter on a single rate EDF tariff. The electric smart meter must be commissioned. Multi-rate tariffs are currently not supported in Energy Hub.
Customers who are actively contacted by EDF under this scheme and switch to smart prepayment will be given a £100 bill credit. This offer can be withdrawn at any time. Full terms and conditions apply and will be explained on the call.
There are lots of things we're doing to help make your electricity and gas payments more manageable. Take a look at our help and support page to get help if you're struggling to pay.