Energy giant EDF has handed out free items and electricity credit worth up to £100 per customer in total as part of a £1 million heatwave relief scheme this summer. The initiative aims to help up to 10,000 customers manage through hot weather, which has reached an almost unprecedented level as climate change affects the UK, with five heatwaves and highs of 36°C recorded today alone.
Support for vulnerable customers
The programme, launched earlier this summer, offers 'practical help' during periods of extreme heat, including up to £20 in energy credit and Heatwave Relief Packs containing fans, cooling towels, blackout curtains, and insulated water bottles. The support is particularly targeted at those most at risk from extreme heat, with 92% of requests so far coming from customers with a high-risk Priority Services Register condition.
The impact of hot weather can be particularly serious for older and vulnerable people, with UK Health Security Agency data showing 1,311 heat-associated deaths in England during summer 2024, and the highest mortality rates among those aged 75 and over, EDF says.
Customer feedback
Customers have praised the support on Trustpilot, highlighting both the contents of the packs and the help they received when applying. Customer Pamela Ruffles said she was “absolutely overwhelmed as to what is in the box”, describing it as “incredible” and saying it would “help me enormously”. Sandra Sheridan said she was “really pleased with what was actually in the pack”, adding that “everything was so useful”, while Arlynne, whose children had been struggling with the heat, said she wished she had known about the support sooner. Other reviewers have praised EDF advisers for making the application process simple and for taking the time to explain what help was available.
Official response
Joe Souto, director of retail at EDF, said: “As summers get hotter and periods of extreme heat become more common, we need to think differently about how we support vulnerable customers. For some people, keeping cool can be difficult and costly, so relatively simple measures can make a real difference.
“The feedback we’re receiving shows why this kind of support matters, and we want customers who are struggling with the heat to know they don’t have to manage it alone.”
Jessica Taplin, CEO of Charis who will help distribute the packages, said: "We are proud to be working with EDF to deliver practical, targeted support that reaches people when they need it most. By combining financial assistance, practical cooling equipment and trusted advice, this programme recognises that vulnerability doesn't disappear when winter ends. As our climate changes, the way we support vulnerable households must evolve too. We hope this initiative will encourage wider recognition that protecting vulnerable consumers from extreme heat should become as much a part of customer support as helping them stay warm in winter."
