Toto Energy customers: Your questions on new supplier EDF Energy

Your questions on new supplier EDF Energy

We have appointed EDF Energy to take on the 134,000 customers of Toto Energy after it ceased trading.  

This appointment will take effect on Sunday 27 October 2019, 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 Toto Energy to EDF Energy?

Toto Energy customers will be transferred to a new contract with EDF Energy from Sunday 27 October 2019. 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.

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 Toto 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.

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 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 to have any credit balances you had with Toto Energy honoured by EDF.

Accounts in debt or credit

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

EDF Energy will honour customers’ credit balances for both current and past customers of Toto Energy who are owed money, and former customers of Solarplicity who Solarplcity transferred to Toto Energy earlier this year (and who have not yet had their credit balance returned). 

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

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

If you have switched and owed Toto Energy (or Solarplcity) 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 Toto Energy, but have a credit balance.  Will EDF Energy pay me this money?

EDF will honour credit balances for both current and past customers of Toto Energy who are owed money, and former customers of Solarplicity who Solarplcity transferred to Toto Energy earlier this year (and who have not yet had their credit balance returned).

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

What if I had outstanding credit from Solarplicity and was moved over to Toto and didn’t receive my credit and have since switched?

EDF will pay any outstanding credit to former customers of Solarplicitiy that were transferred to Toto Energy. It may take some time, but EDF will be in touch regarding any owed credit balances to former Solarplicity customers that were moved to Toto and have since switched with an owed credit balance.  

Payments through direct debit

Should I cancel my direct debit?

EDF will be picking up existing direct debits. If there are any issues, they 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 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 Toto Energy.” 

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 Toto Energy. They will be contacted by EDF who will provide a new prepayment card. 

If you have a smart prepayment meter, you will also be able to top us as normal and your meter will continue to operate as a smart meter at this time.  EDF will contact customers as soon as possible if there is a need to make any changes to the functionality of any smart meters.  

Smart meter customers

Will my smart meter operate as normal?

For Toto Energy customers with smart meters, these will continue to operate as normal at this time, and EDF will contact customers if there is a need to make any changes to the functionality of any of these meters.

Complaints and contacts

Will EDF Energy take on my unresolved complaint to Toto Energy?

EDF is not required to take on any unresolved complaints relating to Toto 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 Toto Energy’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 customer contact team.

  • Phone number: 0333 009 6993
  • Email:customer_correspondence@EDFEnergy.com
  • Website: for FAQs: https://www.edfenergy.com/TOTOFAQs
  • Website: For meter reads: https://www.edfenergy.com/submit-meter-reading-toto 

Toto Energy’s administrators

KPMG has been appointed as the administrator for Toto Energy. They can be contacted at: totoenergy@kpmg.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.