Solarplicity customers: Your questions on new supplier EDF

Publication date
16th August 2019
Information types
Policy areas

We have appointed EDF to take on the customers of Solarplicity Supply Limited after it ceased trading.  

This appointment will take effect on Saturday 17 August 2019, following an appointment process Ofgem has run to get the best deal for customers. 

If you are a business energy customer, Ofgem has an additional guide explaining what happens and how you are protected when your energy supplier goes out of business.

This guide will answer some of your questions on what happens now.

Your supply

When will I be switched from Solarplicity to EDF Energy?

Solarplicity customers will be transferred to a new contract with EDF Energy from Saturday 17 August 2019. EDF Energy 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.

Your contract

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

They have put you on a deemed tariff rate and will now contact all ex Solarplicity 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 Energy. Can I switch?

Our advice is not to switch immediately, but wait until EDF Energy 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 Energy 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 Energy tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way to have any credit balances you had with Solarplicity honoured by EDF Energy.

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 Solarplicity. Will I get my money back?

EDF Energy will honour domestic customers’ credit balances for both current and past customers of Solarplicity who are owed money. 

EDF Energy 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 Energy needs to receive and review records from Solarplicity. When calculating your credit balance, they will deduct any unbilled charges for your supply by Solarplicity. These are calculated by Solarplicity’s administrators.

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

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

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

EDF Energy will honour credit balances for both current and past domestic customers of Solarplicity who are owed money.

EDF Energy 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, as EDF Energy needs to get and review your records from Solarplicity. When calculating your credit balance, EDF Energy will deduct any unbilled charges for your supply by Solarplicity. These are calculated by Solarplicity’s administrators.

Payments through direct debit

Should I cancel my direct debit?

EDF Energy will be in contact with you soon to advise you on this.

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 Energy 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 Solarplicity.”

Prepayment meter customers

What will happen to my prepayment meter?

Customers with prepayment tariffs can continue to top up their meters as they had done previously with Solarplicity. They will be contacted by EDF Energy who will provide a new prepayment card. 

If you have a smart prepayment meter, an electronic signal will be sent to turn it into credit mode. This will enable you to have continual supply without the need to top up for a short time period. However, you should contact EDF Energy to discuss arrangements for being supplied on a prepayment tariff moving forward.

Complaints and contacts

Will EDF Energy take on my unresolved complaint to Solarplicity?

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

However, if you believe your complaint is still ongoing, once EDF Energy 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.

Feed-in Tariff (FIT) customers and generators

Solarplicity were responsible for paying our Feed-in Tariff payments. Will EDF become responsible for these?

EDF will not automatically be responsible for paying your Feed-in Tariff (FIT) payments. However, there is a process, known as the Continuity of FIT Payments Directive (CoFPD) process that ensures FIT payments for accredited FIT installations continue after the failure of a FIT licensee. This process is separate to the SoLR process. More information on CoFPD can be found in Appendix 11 of our FIT guidance for Licensed suppliers.

It is the affected FIT generator’s responsibility to select and agree FIT terms with a new FIT Licensee. This will not happen automatically.

I had agreed a separate Power Purchase Agreement with Solarplicity. What happens to this?

A PPA is a private contract between a generator and Solarplicity and is outside of the FIT scheme. For the avoidance of doubt, the information given in Appendix 11 of our guidance does not apply to PPAs. You should contact the Administrator with questions related to PPAs.

Enquiries 

Contacting EDF

EDF Energy will contact Solarplicity’s 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 Energy customer contact team.

EDF Energy customer helpline:  0333 009 6993

EDF Energy customer website: https://www.edfenergy.com/solarplicity-customers

Contacting Solarplicity's administrators

Price Bailey LLP has been appointed as the administrator for Solarplicity Supply Limited.  They can be contacted at: paul.pittman@pricebailey.co.uk

Further help

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.