We have appointedEDF to take on the360,000domesticcustomersand smallnumberof non-domestic customersofGreen Network Energy, which is ceasing to trade.
This appointment will take effect onSunday31 January 2021, followingacompetitiveprocess Ofgem has run to get the best deal for customers.
This guide will answer some of your questions on what happens now.
Your supply
Green Network Energycustomers will be transferred to a new contract withEDF fromSunday 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
They have put you on a deemed tariff rate and will now contact all ex-Green Network Energycustomers 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
Our advice is not to switchimmediately, butwait untilEDF 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 anotherEDF tariff, orshop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest wayforany credit balancesdomestic customershad withGreen Network Energy to behonoured byEDF.
For clear advice on how to shop, see our guide: How to switch and shop for a better deal.
Accounts in debt or credit
EDF will honour customers’credit balances for both current and past customers ofGreen Network Energywho 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 asEDF needs to receive and review records fromGreen Network Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply byGreen Network Energy.
Current and former customers who owemoney, orare in debit toGreen Network Energyshould wait to hear fromEDForGreen Network Energy’sadministrators who will talk to them about repayment arrangements.
If you have switched and owedGreen Network Energymoney, including if you were paying this money back,theadministrators orEDF will be in contact with you to discuss repayment arrangements.
EDF will honour credit balances for both current and pastdomesticcustomers ofGreen Network Energywho 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 byGreen Network Energy.
No.EDF will not pay this compensation. You should contactGreen Network Energy’sadministrators 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 onceEDF contact you, please discuss with them how the issue can be resolved.
Payments through direct debit
You don’t need to cancel your directdebit, butcan if you wish to.EDF will bein touch with you about whetheryour existing direct debit will remain in place, orwhether they will set up a new directdebit.
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 withGreen Network Energy.
Smart meters
Some customers with newer models of smart meter should see no loss in smart functionality.Unfortunatelycustomers with older smart meter models will see a loss of smart functionality, but their supplies will continue uninterrupted.Once the transfer to EDF systems is complete, industry bodies will take steps to restore smart functionality to these meters, and you will receive a notification once this has been restored.
Complaints and contacts
EDF is not required to take on any unresolved complaints relating toGreen Network Energy.
However, if you believe your complaint is still ongoing, onceEDF 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.
EDF will contactGreen Network Energycustomers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact theEDF customer contact team.
Website: edfenergy.com/GreenNetworkEnergyFAQs
Phone: 0333 009 6993
Email:customer_correspondence@EDFEnergy.com
Green Network Energy's administrators are Deloitte LLP.
Contact: Vinay Mistry
Telephone: 0121 619 0149
Email:GNEAdministration@teneo.com
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.
- Citizens Advice consumer helpline (opens another website)
- Telephone:0808 223 1133- Monday to Friday, 9am to 5pm
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
- Energy back-billing: Your rights
- Energy supply disconnection and prepayment meter rules
- Who to contact if it's difficult paying energy bills
- Priority Services Register for people in need
- Home heating support schemes and advice
- Energy saving support schemes and advice
- How to switch energy supplier and shop for a better deal
