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Energy company reviews

EDF Energy

By Sarah Ingrams

Article 9 of 33

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EDF Energy

EDF is the UK’s biggest supplier of electricity by volume and operates several power stations. Find out if EDF Energy is the best energy firm for you.

EDF Energy is a wholly owned subsidiary of the French state-owned EDF Group (Electricité de France), which is one of Europe’s largest energy companies. EDF says it’s the UK’s biggest producer of low-carbon electricity, which it delivers to around three million homes and businesses.

Around 70% of EDF’s electricity comes from nuclear power and it owns eight nuclear power stations, as well as two coal, one gas, and 31 wind farms.

EDF Energy says it plans to ‘be the efficient, responsible electricity company, and champion of low-carbon growth’.

Find out if EDF Energy offers the cheapest energy deal for your home. Use Which? Switch to compare energy prices.

EDF customer score

EDF Energy is ranked joint 23rd out of 30 energy companies, rated by 7,429 members of the public, in the annual Which? customer survey. It’s ranked jointly with Eon this year, though Big Six firm SSE ranked higher.

EDF score breakdown

The graphic below shows the breakdown of its score from our latest survey.

Scroll down to find out how fast EDF answers the phone to customers, see how its complaints handling compares with other suppliers, and how its prices vary over time.

Find out how EDF compares with other energy companies – see the full results of the best and worst energy companies.

Which? verdict on EDF

EDF Energy’s customers rated it consistently fair on everything from the accuracy of its bills to its customer service. SSE’s customers were more positive about its customer service, while customers of Npower and Scottish Power were less so.

It was faster than average to pick up the phone, however, as our snapshot investigation into energy companies’ phone and online customer service waiting times revealed. It took 3mins 2secs on average to get through to a human when we phoned EDF’s customer service in September 2019. 

While the fastest firms responded in under a minute on average, EDF Energy was more than quarter of an hour faster than rival Scottish Power, which took over 21 minutes to answer our calls

You’ll get an even faster response from live chat, according to our investigation. This saw EDF Energy respond to us in just 1min 10secs on average.

EDF and value for money

EDF Energy is considered OK value for money, along with Eon, SSE and Scottish Power, but better value than British Gas or Npower. Its standard tariff is neither the cheapest nor the priciest of the Big Six and it occasionally offers cheap deals.

EDF guarantees that for tariffs with 'blue' in their name, the electricity a customer uses will be matched by low-carbon electricity generated by nuclear power stations.

EDF Energy and complaints

It received one of the higher levels of complaints per 1,000 customers in the first half of 2018, compared with other Big Six firms. It managed to resolve around 60% of them on the same or next working day, though other firms were faster. 

Pros: Good if you want low-carbon nuclear power, offers some cheap tariffs

Cons: Room to improve on complaints, quite slow to answer the phone, not for you if you aren’t keen on nuclear power

EDF Energy electricity sources

EDF Energy prices

The graph above shows how EDF’s variable (also known as standard) tariff, its priciest tariff and its cheapest tariff compared with the cheapest tariff on the market over a two-year period. 

If you are an EDF customer on its variable tariff, you have been paying a lot more for your energy than if you’d switched to its cheapest deal or another cheaper deal on the market. Plus you can save even more by switching to another supplier.

Are you paying too much for energy? Use Which? Switch to find the cheapest gas and electricity.

EDF Energy in the news

October: EDF Energy took on 134,000 customers from failed supplier Toto Energy.

Many of Toto’s customers will see a price drop, according to Ofgem. Plus customers’ credit balances will be honoured, including those of customers who have switched away from Toto Energy.

August: EDF Energy took on 7,500 customers from failed supplier Solarplicity. It says it will honour credit balances for both current and former Solarplicity customers.

If Solarplicity paid your solar feed-in tariff, you'll need to appoint a new supplier; EDF Energy won't pay you automatically.

February: EDF Energy announced a 10% price rise for customers on its standard tariff from 1 April. This is the date from which energy suppliers are permitted to charge more under the price cap.

The 1.3 million customers on its standard and default tariffs will pay £118 per year extra for their gas and electricity, on average. Prepayment meter customers will also pay 9% (or £106) more per year.

June: EDF Energy will pay £350,000 for missing its 2017 smart meter roll-out target. Suppliers must set their own installation targets which energy regulator Ofgem monitors. It said EDF Energy met its target in January 2018. The money will go to Ofgem’s fund to support customers in vulnerable situations.

April: EDF Energy announced a 1.4% increase in its standard variable electricity tariff from 7 June. Customers with this tariff saw their bills rise by £16 per year on average.

September: EDF came joint 60th in a Which? survey of 100 best and worst brands for customer service, with a customer service score of 75%.

EDF Energy also raised prices twice in 2017. In June, dual-fuel customers on its standard tariff saw bills rise by 7.2%. In March it increased electricity prices by 8.4%, although cut gas prices by 5.2% in January.