EDF has launched a £30 million Customer Support Fund to help vulnerable households this winter, offering free electric blankets, debt relief, and other practical support.
The scheme includes £6 million in debt relief and debt-matching support, alongside £24 million invested across existing support services. It also provides electrical goods such as heaters, free gas safety checks, help for partially sighted customers, and partnerships with charities including Scope and Age UK.
Rising debt across the UK
EDF said debt has doubled across the UK over the past three years, with more than five million customers in debt. Around 75% of unpaid energy debt has no repayment arrangement in place, leaving many households without a clear plan to become debt-free and at risk of falling further behind.
Last year's Customer Support Fund helped clear around £2.5 million of debt, with more than 85% of people receiving debt relief through the scheme remaining debt-free after 12 months.
One EDF customer, who was living with paralysis, accumulated over £4,000 of energy debt due to increased energy costs associated with their disability. Supported by EDF, Citizens Advice Plymouth (CABP), and charity Charis, the customer increased their payments and reduced their balance before becoming debt-free within nine months.
A second customer, experiencing mental health difficulties, fell into debt after stopping engagement with their energy account. Through support from the EDF Customer Support Fund, they re-engaged, set up a Direct Debit, and successfully cleared their outstanding balance.
Calls for more government support
EDF is also calling on more government support to help those struggling with their bills. The sector needs urgent help, with the cost of debt adding an average of £60 to each domestic bill for those making payments.
Regulator Ofgem increased its price cap by 4% on October 1, bringing the typical annual dual-fuel bill to £1,723. Industry analysts expect a further 16% surge, to £1,999, in January, which will be the largest increase in four years.
Unpaid consumer energy debt has reached a record £5 billion to £6 billion across the UK. Trade body Energy UK has warned it could hit £7 billion by the end of the year.
Charity and industry responses
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."
"Helping people with their energy costs can provide immediate financial relief, but it can also help them stay warm and well, reduce anxiety about bills and prevent difficulties escalating into crisis. We are delighted to support EDF’s initiatives that identify people who may be struggling and make it as simple as possible for them to access practical help when they need it most."
Chris Larkin, Executive Director of Dementia Support and Partnerships at Alzheimer’s Society, said: "We know that financial difficulties can create stress and anxiety, and we recognise EDF’s commitment to supporting their vulnerable customers with measures designed to reduce debt and improve financial resilience."
"As we approach Winter, we want to encourage anyone affected by dementia who may be struggling with their energy costs to speak to their energy provider. They can explain what support may be available and help ensure you’re accessing the help you’re 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."
"While measures such as the Warm Home Discount provide valuable support for millions of households, the scale of today's energy debt challenge means more action is needed. A targeted social discount could help households most at risk by reducing bills at source, making it easier for customers to keep up with payments and less likely that they fall into arrears in the first place."
