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iSupplyEnergy's customer accounts will soon be transferring to EDF. Read our frequently asked questions below for more information about the transfer and what it means for you.

 

Your supply

 

What has happened?

On 12 March 2020, iSupplyEnergy’s parent company, Vattenfall, reached an agreement with EDF to transfer your energy contract to them. 

 

What is going to happen to my energy supply?

Your energy supply will soon transfer from iSupplyEnergy to EDF. Don’t worry, during your transfer there will be no interruption to your supply and you don’t need to do anything. Your prices will not go up and, if you pay by Direct Debit, it will automatically transfer to EDF so please don’t cancel it.

 

When will the transfer take place?

Customer accounts will start to transfer to EDF in April and our plan is to have most customers transferred by the end of June.

 

What do I need to do?

You don’t need to do anything. EDF will be in touch to welcome you when you transfer. In the meantime, we remain your supplier, nothing will change, and you can contact us in the normal way. You can email the team on [email protected] or call us on 0330 202 0298 between 9am-5pm, Monday to Friday. 

 

Why EDF?

EDF is the UK’s largest producer of low-carbon electricity, meeting around one-fifth of the country’s demand and supplying millions of customers with electricity and gas. It is part of EDF Group, one of the largest producers of renewable electricity in Europe, so you can be confident you are joining a supplier that has low carbon at its core. EDF is also a significant investor in renewables, with 36 wind farms and a battery storage unit providing low carbon electricity in the UK.  

EDF is rated highly for customer service, with an “Excellent” rating on Trustpilot and was recently awarded first place out of 40 suppliers in the Citizens Advice League Table. These qualities reflect iSupplyEnergy’s goals so it is felt the company is a good fit for our customers. We’re working closely with EDF to make sure your transfer is seamless and there is minimal change for you once your transfer is complete.

 

Will I lose supply of my gas or electricity?

Rest assured, your energy supply will not be interrupted during the transfer process. 

 

Will my smart meter still work?

It will unfortunately lose its smart functionality when you transfer. This isn’t just an issue when switching to EDF; it’s an industry-wide problem. Don’t worry, there’s a programme underway to put this right, meaning you’ll get your smart functionality back. In the meantime, your meter will still accurately record your usage, it just won’t automatically send EDF your readings.

 

Will EDF still supply me with 100% renewable electricity?

EDF will continue to provide 100% renewable electricity for the duration of your existing tariff. As with your iSupplyEnergy contract, EDF will continue to match 100% of your electricity consumption with UK sourced Renewables Energy Guarantees of Origin (REGOs) certificates, which are issued by the UK energy regulator Ofgem.  And when your tariff comes to an end, you can rest assured that all of EDF’s tariffs are 100% low-carbon.

EDF prides itself on leading the transition to a cleaner, low emission electric future, tackling climate change, and helping Britain reach net zero. EDF is the UK’s largest producer of low-carbon electricity and, as part of EDF Group, one of the largest producers of renewable electricity in Europe, so you can be confident you are joining a supplier that has low carbon at its core.

Electricity is sourced from its own UK power stations, the wholesale energy market, and other independent power generators. EDF is also a significant investor in renewables, with 36 wind farms and a battery storage unit providing low carbon electricity in the UK.  

 

Will my gas usage still be offset when I move to EDF?

If you are currently on a tariff where iSupplyEnergy offsets your gas usage, by investing in carbon reduction projects, EDF will continue to do this for the duration of your existing tariff.

 

What do I do if there is an emergency with my energy supply once I’ve transferred to EDF?

Please take a look at what to do in an emergency.

 

Your contract

 

Will I stay on the same tariff?

If you have a fixed term iSupplyEnergy tariff, the price you pay will be the same or lower and the time left on your contract will remain.

If you’re on our variable tariff, you’ll move onto EDF’s fixed default tariff. Your prices will remain the same as they are at the point of transfer. The great news is that EDF will ensure these prices are fixed until 30 September 2020. EDF will provide further information about this at the time of transfer.

Your Direct Debit will be transferred to your new EDF account and you will continue to make payments on a monthly basis. Every six months, EDF will check that the amount you are paying covers your usage. You will be sent a bill every six months (instead of every three months) but will be able to view your EDF bills, energy usage and payments made, at any time via the EDF MyAccount service. Cash or cheque customers will continue to be billed monthly and Prepayment customers will continue to receive bills annually.

In some instances, your tariff name will change in EDF’s system. You will also continue to receive information on your energy usage, but this will now be included in your bills and within other communications, rather than in a separate Annual Energy Summary.

 

How do I manage my account online?

EDF will contact you with information on how to set up a new EDF MyAccount, once your account has transferred over. From there, you’ll be able to manage your energy account online. Until you transfer, you can continue to use your iSupplyEnergy MyAccount as normal.

 

How do I change my payment method with EDF?

Once you’ve registered for EDF’s version of MyAccount, you can log in to select your payment method online. If you currently pay for your energy by Direct Debit, there’s nothing for you to do. We’ll automatically transfer it across to your new account. The only difference will be that EDF will appear on your statements.

 

Will my bill go up?

The prices you’re charged by EDF for energy will be the same or lower than the prices charged by iSupplyEnergy.

 

Will I be able to leave without exit fees?

If you’re on a fixed contract, your terms won’t have changed, so an exit fee will apply if you switch before the end of your contract. Customers on variable tariffs will transfer to a fixed end date tariff but will be able to leave before the end date without paying an exit fee. We hope you stay with EDF, as it has lots to offer, including competitive prices, customer service that’s rated Excellent on Trustpilot and market-leading low-carbon credentials.

 

What will happen to my data?

iSupplyEnergy will only share personal data that’s relevant to the transfer of your account to EDF. You can find more details in our Privacy Notice.

 

Your transfer

 

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

We advise you to complete your transfer to EDF before considering changing supplier. This will help prevent any confusion or delay in your transfer. EDF will let you know once the transfer is complete. We’ve chosen to transfer your supply to EDF because they share many of our values. If you choose to leave your fixed contract early, exit fees will apply.

 

I’m moving home, does this change anything?

If you’ve already told us you’re moving home, you do not need to do anything else. If you haven’t told us, please contact us when the move takes place. If you’ve transferred to EDF by then, you’ll need to contact them. EDF will provide its contact information once you’ve transferred.

 

I have started switching to a supplier that isn’t EDF. Will this switch go ahead?

The request that goes through first will be the one that goes ahead. Whichever supplier that is will be in contact with you.

 

I want to change my iSupplyEnergy fixed tariff to another iSupplyEnergy tariff, can I do this now?

If your iSupplyEnergy contract comes up for renewal before you transfer to EDF, you will be able to change your tariff to another iSupplyEnergy tariff. When your account has transferred to EDF, you will be free to change to another eligible EDF tariff when your contract is coming to an end.

 

What happens if I am on a prepayment meter?

Continue to use your current iSupplyEnergy key or card. Once your transfer is complete, you’ll be sent a new EDF key or card, which you’ll need to start using straight away.

 

What happens if my tariff is coming to an end at the same time as the transfer?

If your tariff is due to end before your transfer to EDF is complete, we’ll manage your renewal as normal and you’ll transfer to EDF on that tariff. If your tariff ends after your transfer to EDF, your tariff will not change until that date. EDF will contact you with a new renewal offer at that time.

 

Will my direct debit payment stay the same?

Yes, your current Direct Debit will automatically be transferred across to your new EDF account. Your regular payment date and amount will not change as a result of the transfer. Once you’ve moved across to EDF, it will contact you to confirm your Direct Debit details.

 

Should I cancel my Direct Debit?

No, please don’t cancel your Direct Debit. It will be automatically transferred to EDF. You’ll notice that EDF will appear on your bank statement rather than iSupplyEnergy once they start collecting payments.

 

Will I have to get a smart meter when I transfer to EDF?

You will transfer to EDF on the terms and conditions of your iSupplyEnergy contract, which means you don’t need to have a smart meter installed. When EDF is able to offer you a smart meter, they’ll get in touch to see if you’d like one. You’ll also be able to use your EDF MyAccount to register your interest or book a smart meter appointment.

 

Accounts in debit or credit

 

I have received a bill from iSupplyEnergy, who do I pay and when is payment due?

Please pay any bills you receive from iSupplyEnergy in the normal way. Once your account has been transferred, bills will be issued by EDF and you’ll need to pay them. If you paid iSupplyEnergy by Direct Debit, you don’t need to do anything different. The Direct Debit you set up with iSupplyEnergy will transfer to your new EDF account.

 

What will happen to the balance on my account?

Whether you’re in credit or debit, your entire balance will transfer over to your new EDF account.

 

Other services

 

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

Yes, when your account is fully registered with EDF, you'll be sent information about the services available as part of its Priority Service Register.

 

Can I register with EDF for my Feed-in Tariff?

If you have a Feed-in Tariff (FIT), you’ll need to select and agree terms with a new FIT Licensee. An affected FIT generator can request payments from any FIT Licensee. If you wish to register for your FIT payments to be made by EDF go to this link.

 

How can I complain about my energy supply?

While your account is still with iSupplyEnergy, you can raise a complaint with us in the normal way.

 

What will happen to my complaint that was escalated to Ombudsman Services, Energy/EHU or Citizens Advice?

We will continue to work with the relevant organisation to resolve complaints opened before your transfer to EDF.

 

How can I obtain more information on the transfer process?

Most of your questions will hopefully be answered in this FAQ and we’ll ensure they’re kept updated to contain the latest information. We will continue to communicate with you and EDF will send you a welcome pack once you transfer. If there is something you need specific help with, please contact our customer services team in the normal way.

 

How do I contact EDF?

Once your EDF account is live, you will receive all the details you need to contact them. Until then, please contact iSupplyEnergy in the normal way.

 

I’m an iSupplyEnergy supplier, where do I get information?

If you’re a supplier to iSupplyEnergy and want to find out about how the sale will impact your business, please email [email protected]