EDF unveils £30million support package to help households clear debt this winter

EDF is putting £6million into debt relief and debt-matching through its Customer Support Fund during 2026/27.

A further £24million will fund existing services for vulnerable customers, including help for partially sighted people and partnerships with charities such as Scope and Age UK.

The support is designed to help customers reduce overdue balances, keep up with affordable payments and build lasting financial stability.

Last year, the fund cleared around £2.5million of debt for some of EDF’s most vulnerable customers. More than 85 per cent of those who received debt relief remained debt-free a year later.

The announcement comes as households face growing pressure from unpaid energy bills.

The amount of energy debt across the UK has doubled over the past three years, with more than five million customers now owing money.

Around 75 per cent of unpaid energy debt has no repayment arrangement in place, leaving many households without an agreed plan to clear what they owe.

Customers who keep up with their payments are also affected. EDF said the cost of unpaid debt adds an average of £60 to their domestic energy bills.

Consultancy Baringa forecasts that this could reach £100 if total energy debt rises to £7billion by the end of the year.

Average bills are expected to increase again from January because of the outlook for gas prices.

One customer supported by the fund was living with paralysis and had built up more than £4,000 in energy debt because of the additional energy costs associated with their disability.

Following a referral from Citizens Advice Plymouth, they received financial assistance through EDF’s Customer Support Fund, administered by the charity Charis.

The help enabled them to increase their regular payments and begin reducing their outstanding balance. They are now on track to become debt-free within nine months.

Another customer experiencing mental health difficulties had stopped managing their energy account and fallen behind on payments.

With support from the fund, they set up a Direct Debit and cleared their debt. They continue to make regular payments and remain debt-free.

The customer said: “I will remain eternally grateful for their assistance in helping me out at this time of need. It does feel shameful to need to apply for help, but EDF provided reassurance throughout the process and never made me feel guilty at all.”

Charity leaders said households need support quickly as winter approaches.

Jessica Taplin, chief executive of Charis, said: “Winter is already a difficult time for households struggling with energy costs, and this year brings further pressure.

“The energy price cap rose in October, just as people begin to use more energy to heat their homes, with further rises expected from January.”

She added: “For people already facing financial difficulty or living in vulnerable circumstances, even relatively small increases can make an already stretched household budget much harder to manage. That is why accessible, timely support is so important.”

Chris Larkin, executive director of dementia support and partnerships at Alzheimer’s Society, urged anyone affected by dementia who is struggling with energy costs to contact their supplier.

He said providers could explain what support was available and help customers access the assistance they were entitled to.

Joe Souto, director of retail at EDF, said: “Our experience shows that targeted support can make a real difference, which is why we’re directing our efforts towards helping customers reduce debt, regain control of their finances and build greater financial stability for the future.”

Mr Souto also called for a targeted social discount to reduce bills for households most at risk, building on the existing Warm Home Discount scheme.

He said this would help customers keep up with payments and prevent them from falling into debt.

EDF is urging the Government, energy companies and Ofgem to work together to improve the rules governing energy debt.

Its proposals include encouraging smart prepayment, improving how organisations share information and strengthening checks so support reaches those who need it most.