Green Network Energy Customers: Your questions on new supplier EDF

Publication date
30th January 2021
Information types
Policy areas

We have appointed EDF to take on the 360,000 domestic customers and small number of non-domestic customers of Green Network Energy, which is ceasing to trade.   

This appointment will take effect on Sunday 31 January 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

When will I be switched from Green Network Energy to EDF ?

Green Network Energy customers will be transferred to a new contract with EDF from Sunday 31 January 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. 

Website: edfenergy.com/GreenNetworkEnergyFAQs  

Phone: 0333 009 6993 

Email: customer_correspondence@EDFEnergy.com

Your contract

Will I be on a different contract with EDF ? Will I pay more?

They have put you on a deemed tariff rate and will now contact all ex-Green Network Energy customers to let them know personalised tariff information.   

You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees. 

For clear advice on how to shop, see our guide: How to switch and shop for a better deal

Switching supplier

I don’t want a contract with EDF. Can I switch?

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 Green Network Energy to be honoured by EDF. 

For clear advice on how to shop, see our guide: How to switch and shop for a better deal.

Accounts in debt or credit

I’m in credit with Green Network Energy. Will I get my money back?

EDF will honour customers’ credit balances for both current and past customers of Green Network Energy 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 Green Network Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply by Green Network Energy. 

I’m paying back a debt / my account is in debit to Green Network Energy. Will I now pay this to EDF?

Current and former customers who owe money, or are in debit to Green Network Energy should wait to hear from EDF or Green Network Energy’s administrators who will talk to them about repayment arrangements.  

I’ve left Green Network Energy but I owe them money. Will I need to pay it back to EDF?

If you have switched and owed Green Network Energy money, including if you were paying this money back, the administrators or EDF will be in contact with you to discuss repayment arrangements. 

I’ve left Green Network Energy, but have a credit balance.  Will EDF pay me this money?

EDF will honour credit balances for both current and past domestic customers of Green Network Energy 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 credit on your account. The review process can take some time. When calculating your credit balance, EDF will deduct any unbilled charges for your supply by Green Network Energy.

I am owed compensation by Green Network Energy, will EDF pay me this?

No. EDF will not pay this compensation. You should contact Green Network Energy’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed. 

If you think your complaint is still ongoing, then once EDF contact you, please discuss with them how the issue can be resolved.  

Payments through direct debit

Should I cancel my 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.

I've already cancelled my direct debit. Should I do anything?

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 Green Network Energy.

Smart meters

Will my smart meter continue to work?

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.

Complaints and contacts

Will EDF take on my unresolved complaint to Green Network Energy?

EDF is not required to take on any unresolved complaints relating to Green Network Energy. 

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 Green Network Energy 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. 

Website: edfenergy.com/GreenNetworkEnergyFAQs  

Phone: 0333 009 6993 

Email: customer_correspondence@EDFEnergy.com

Green Energy Network administrators

Green Network Energy's administrators are Deloitte LLP.

Contact: Simran Johal

Telephone: 0121 632 6000

Email: gneadministration@deloitte.co.uk

Further help and advice

If your question isn’t answered here and you have concerns about your energy supply, problems or complaints, you should contact the Citizens Advice consumer helpline in the first instance for guidance and support. 

Ofgem's role

You can read more about our powers to protect consumers when suppliers go out of business in our guidance: Supplier of Last Resort process.

More energy guides