Electricity bills: why EDF doesn’t allow me to move a fixed deal to a new home?

Why doesn’t EDF move our two-year fixed-power deal to a new home and impose a much more expensive tariff on us instead?

My wife and I, retirees, have just moved to be closer to two sons and grandsons.

EDF has been supplying gas and electricity to our home for 33 years and we plan to stay with them in our new home.

Before our move, I asked EDF to transfer our existing two-year fixed-price contract, valid until August 2023, to our new property.

EDF simply terminated our existing account and launched a new account for our new property, telling me that we could not transfer the existing contract to our new property and that we should accept their standard variable rate.

Most energy providers will allow you to transfer your existing rate to your new property when you move home without charging any additional fees – contact your provider to find out more

Despite raising a complaint and asking to pass it on to senior management for consideration, I was simply told that we should accept their rate with a variable rate.

Surely EDF has to fulfill the two-year contract they signed?

We are concerned that, having lost the two-year protection we signed up for, our costs will continue to rise significantly after the energy crisis. What are my options? SS, by email.

Emilia Chavelin for This is Money answers: Moving can be a stressful time, and there’s nothing worse when things seem to go wrong.

Surprisingly, EDF has told you that you will not be able to transfer your existing energy supply contract to your new ownership.

When I asked last month, one of the suppliers said it allows it, along with British Gas and Octopus.

According to the EDF website, you are encouraged to speak with its customer service team to report that you are moving in at least 14 days before the last day at your current property.

He then had to allow you to transfer your rate to your new home without any additional fees.

I spoke to EDF to see what was going on and to ask why your previous complaints seemed to go unheard, and their spokesperson admitted that they had made a mistake.

“When moving home, Mr S was misinformed that he would not be able to move the existing tariff to a new address,” an EDF spokesman said.

“We are sorry that Mr. S received the incorrect information and we can confirm that we have now transferred his rate from the date he moved to his new home.”

It is unclear whether this is a one-time mistake or others have been misinformed, but during the rise in electricity bills there may be a difference in having to pay hundreds of pounds more when moving home.

An EDF spokesman hinted that the error was due to a shortage of staff, which led to slower customer service.

It adds: “We have recruited a large number of staff as part of our response to the energy crisis, including 500 new customer service consultants over the past few months, and we are working tirelessly to ensure that consultants provide the best level of service.”

Currently, the only known suppliers that do not exactly allow you to transfer the electricity tariff to a new property are SSE or Ovo Energy, although you should first consult with your provider to discuss your options.

EDF says it is recruiting 500 employees for its customer service team to help customers during the energy crisis

If you are moving home and using the energy of any vendor, you should talk to their customer service team to find out if there is an alternative rate for you.

But if you are moving home and are a customer of another service provider, you should be able to ask to bring a fare to your new home.

One thing to keep in mind is that although you can change your tariff, it may not mean that you are paying the same price for your energy.

Speaking to the SS, EDF has shifted its energy tariff to its new property, but its bills are now about 5 per cent higher than those it paid for in its old home.

Because every home is different, and the cost of constant gas and electricity use varies across the country, this means you should expect small changes in your monthly bill, sometimes for the better, sometimes for the worse.

If you are moving home and feel that your energy supplier may have mistakenly told you that you cannot transfer an existing electricity contract, contact us through emilia.shovelin@thisismoney.co.uk.

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Electricity bills: why EDF doesn’t allow me to move a fixed deal to a new home?

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