My wife and I who are pensioners have just moved house to be nearer our two sons and grandchildren.
EDF supplied both gas and electricity to our home of 33 years and we plan on staying with them in our new home.
Prior to our move I asked EDF to transfer our existing two-year fixed price contract which runs until August 2023 to our new property.
EDF simply cancelled our existing account and started a new account for our new property telling me that we could not have our existing contract transferred to our new property and that we had to take their standard variable tariff.
Most energy providers will allow you to move your existing tariff to your new property when you move home, without charging any additional fees – speak to your provider to know more
Despite raising a complaint and asking for this to be referred to senior management for review I have been simply told that we need to take their variable rate tariff.
Surely EDF have to honour a two year contract they entered into?
We are worried that having lost the two year protection we signed up for that our costs will continue to escalate substantially in the wake of the energy crisis. What are my options? S.S, via email.
Emilia Shovelin for This is Money replies: Moving house can be a stressful time, and there’s nothing worse when things seemingly don’t go to plan.
It’s strange that EDF told you that you wouldn’t be able to move your existing energy contract into your new property.
When I asked last month, it was one of the providers that said it allows this, along with British Gas and Octopus.
According to EDF’s website, you are advised to speak to its customer service team to let it know you are moving at least 14 days before the final day in your current property.
Following this, it should have allowed you the option to transfer your tariff over 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 went seemingly unheard, and their spokesperson admitted they had made an error.
‘When moving home, Mr. S was incorrectly informed he wouldn’t be able to transfer his existing tariff to his new address,’ said an EDF spokesperson.
‘We’re sorry Mr. S was given the wrong information and can confirm we’ve now transferred his tariff from the date he moved into his new home.’
It’s not clear if this is a one-off mistake, or whether others have been incorrectly informed, but in a time of rising energy bills it can be difference of paying hundreds of pounds more when moving home.
The EDF spokesperson hinted that the mistake was a result of understaffing issues resulting in slower customer service.
It added: ‘We have recruited heavily as part of our response to the energy crisis, onboarding 500 new customer service advisors over the past few months, and we’re working tirelessly to ensure advisors give the best possible levels of service.’
Currently, the only providers we know who definitely do not allow you the option to move your energy tariff to a new property are SSE or Ovo Energy, though you should check with your provider first to discuss your options.
EDF said they are recruiting 500 staff for their customer service team to help customers during the energy crisis
If you are moving homes and use either provider for your energy, you should speak to their customer service team to see if there is an alternative tariff available to you.
But, if you are moving home and you are a customer with a different provider, you should be able to request to take your tariff with you to your new home.
One thing to bear in mind is that while you may be able to move your tariff over, it may not mean you are paying the same price for your energy.
Speaking to S.S, EDF had transferred his energy tariff to his new property, but his bills are now around 5 per cent higher than what he was paying in his old home.
As each home is different, and costs for standing charges on gas and electricity vary across the country, meaning you should expect a slight change to your monthly bill, sometimes for better, sometimes for worse.
If you are moving homes and believe your energy provider may have wrongly told you that you can’t transfer your existing energy contract, get in touch via [email protected]
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