We have appointed EDF to take on the 220,000 domestic customers of Utility Point, which is ceasing to trade.
This appointment will take effect on 18 September 2021, following a competitive process Ofgem has run to get the best deal for customers.
This guide will answer some of your questions on what happens now.
Your supply
Utility Point customers will be transferred to a new contract with EDF from 18 September 2021. EDF will then contact all customers to explain what happens next.
If you haven't heard from them within a few days, please get in contact using the details below.
Our advice is not to switch immediately, but wait until EDF has been in touch with you. They will contact you with personalised information about your tariff.
Your account will be fully set up with them in the coming weeks. EDF will contact you at this point to confirm once this has happened.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another EDF tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way for any credit balances domestic customers had with Utility Point honoured by EDF.
EDF will honour domestic credit balances for both current and past customers of Utility Point who are owed money.
EDF will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take a several weeks as EDF needs to receive and review records from Utility Point. When calculating your credit balance, they will deduct any unbilled charges for your supply by Utility Point.
If you have switched and owed Utility Point money, including if you were paying this money back, the administrators or EDF will be in contact with you to discuss repayment arrangements.
Payments through direct debit
You don’t need to cancel your direct debit, but can if you wish to. EDF will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit .
You don't need to worry if you’ve already cancelled your direct debit. EDF will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Utility Point.
Smart meters
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately customers with older smart meter models will see a loss of smart functionality, but their supplies will continue uninterrupted. EDF will upgrade these older meters for any customers who request it. Once the transfer to EDF is complete, they will take steps to restore smart functionality.
Government and social schemes
If you had a Smart Export Guarantee (SEG) tariff with the failed supplier, once we've appointed a new supplier you will need to agree a new SEG tariff for your exported electricity to continue to receive SEG payments. You may need to find another SEG supplier if the new supplier is not a SEG licensee.
New SEG licensees are only obliged to make payments for exported electricity when a new SEG contract starts.
EDF is not required to take on any unresolved complaints relating to Utility Point.
However, if you believe your complaint is still ongoing, once EDF contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.
Enquiries
EDF will contact Utility Point customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the EDF customer contact team.
