EDF bereavement: 03330 069 950 – not freephone, email works too

Notifying EDF Energy after someone dies is one of the practical tasks that often falls to executors and family members in the first weeks of bereavement. EDF has a dedicated bereavement team and a clear process – once you have the right contact details and know what to have ready, it typically takes one call or one email to get things moving.

This guide covers the full process: how to contact EDF, what happens to the account, the final bill, smart meters, prepayment meters, joint accounts, empty properties, direct debits, what EDF’s Customer Support Fund offers, and the things worth watching out for.

Quick reference:

• Bereavement team: 03330 069 950 (Monday–Thursday 8am–6pm, Friday 8am–4pm)
• Email: hello@edfenergy.com (subject: Bereavement notification)
• Online forms: available at edfenergy.com for various scenarios
• Have ready: death certificate, account number, meter readings
• Do not cancel the direct debit until you receive the final bill
• Tell Us Once does not cover EDF – EDF must be notified directly
• Death Notification Service does not cover EDF – DNS is for banks only

How to notify EDF Energy of a death

EDF provides three routes for bereavement notification: phone, email, and online forms. All three start the same process – you choose whichever suits your situation.

By phone

Call EDF’s customer team on 03330 069 950. Lines are open Monday to Thursday 8am–6pm and Friday 8am–4pm.

This is not a freephone number – calls are charged at standard rates, the same as calling any 03 number from a mobile or landline. If cost is a concern or you expect a long wait, the email route is a reasonable alternative.

When you call, tell EDF you are calling to report a bereavement. The team will ask for:

• The full name of the person who has died
• The address of the property
• The date of death
• The EDF account number (found on any bill, letter, or email from EDF)
• Your name and contact details as the person handling the estate
• A copy of the death certificate – acceptable to provide later if you do not have it immediately

You do not need every document to hand before you call. EDF can take an initial notification with basic details and follow up. What matters is making contact promptly so that billing is correctly tied to the date of death rather than the date you happened to get round to calling.

Keep a note of the date and time of your call, the name of the person you spoke to, and any case or reference number given. If there are problems later, this information is the fastest way to get them resolved.

By email

Send an email to hello@edfenergy.com with “Bereavement notification” in the subject line. Include the deceased’s name, property address, account number, and your contact details.

Email is useful if you are handling administration outside business hours or simply prefer to have a written record of when you made contact. EDF will follow up by phone or email to confirm receipt and next steps.

By online form

EDF provides online forms depending on the situation at the property. The main bereavement notification form for cases where nobody is living at the property is at edfenergy.com/form/bereavement-notification-form-no-one-living-property (source: EDF bereavement support page).

Note that EDF previously offered a separate landlord-specific online form, but this is no longer accepting submissions. If the deceased was a landlord with an EDF account on a rental property, contact EDF directly by phone or email – see the landlord section below.

If you are managing notifications to multiple organisations at once, free services such as Life Ledger and Settld can notify EDF and other providers on your behalf, saving time during a complex period.

Tell Us Once and the Death Notification Service – what they do not cover

Tell Us Once

Tell Us Once is the government’s service for notifying public sector organisations of a death in a single step. It covers HMRC, the DWP (to cancel benefits), the Passport Office, the DVLA, local councils, and certain public sector pension schemes.

It does not cover private energy suppliers. EDF Energy is a private company and is explicitly excluded. The gov.uk guidance states that for private companies – including utility companies such as energy suppliers – the family must contact them directly (source: gov.uk – Tell Us Once).

This is a common source of confusion. Using Tell Us Once is still worth doing for the government notifications it does cover, but it does nothing for EDF.

Death Notification Service (DNS)

The Death Notification Service is a UK Finance initiative that lets you notify multiple banks and building societies of a death in a single notification. It is designed for the financial sector – banks, building societies, and similar institutions.

EDF Energy is not a member of the Death Notification Service. The DNS does not cover energy companies or any utility providers (source: Death Notification Service). Using the DNS will not notify EDF. You must contact EDF directly using their bereavement team.

The distinction matters because some families assume that reporting a death to the bank or to the government automatically triggers notifications to utility companies. It does not. EDF requires direct notification every time.

What documents you’ll need

EDF does not require original documents. Copies – including scanned documents sent by email or uploaded via their online form – are acceptable for the bereavement process.

Death certificate: Copies cost £11 each in England and Wales and are available from the register office (source: gov.uk – order a death certificate). For utility companies, a standard copy is sufficient – you do not need a certified or notarised copy. If you are managing notifications to multiple organisations, it is worth ordering several copies at the same time.

Meter readings: Take a reading of each meter as close as possible to the date of death. A photo on your phone – timestamped and clearly showing the meter display – is adequate evidence. For smart meters, EDF may be able to retrieve readings remotely, but a manual reading taken as a backup avoids any dispute later.

Account number: Found on any bill, letter, or email from EDF. If you cannot locate it, EDF can usually find the account from the property address and the deceased’s name. Do not let the absence of the account number stop you from making initial contact.

If the deceased left no will and no administrator has been formally appointed, provide whatever information you have available. EDF’s guidance is to contact them with what you know – they can accommodate situations where the estate is not yet formally administered.

What happens to the account

Once EDF has been notified, the account enters a bereavement process. What happens next depends on the circumstances of the property.

If someone is still living at the property

If a surviving spouse, partner, or household member is continuing to live at the property and wants to remain with EDF, the account can be transferred into their name. EDF will open a new account for the new account holder, using the final meter reading taken at the date of death as the starting point for the new account.

Any credit balance on the deceased’s account will be refunded to the estate. Any outstanding balance at the date of death becomes a liability of the estate, settled before the account transfer is completed.

If the property is now empty

This is the situation most executors encounter when dealing with a property owned solely by the person who died. EDF will place the account in the name of the estate – or in the executor’s name as administrator – while the property is being sorted.

Standing charges and energy usage continue to accrue until one of the following happens:

• The property is sold and the new owner takes over the supply
• A tenant moves in and registers a new account
• You formally notify EDF to close the supply entirely

Even if no energy is being used at an empty property, EDF’s standing charge runs daily. The combined gas and electricity standing charge on an empty property is typically in the region of 50–70p per day – around £180–250 per year – before any actual consumption. This is worth factoring into your timeline for sorting the estate.

Keeping utilities running in an empty inherited property is common practice. Heating prevents burst pipes in cold weather, and buildings insurance policies often require the property to be heated to a minimum temperature during winter. If you plan to do this, make sure the account is in an appropriate name so bills go somewhere you will see them.

Joint accounts

For accounts held in two names, EDF will typically transfer the account into the name of the surviving account holder. This is straightforward and does not usually require documents beyond the death certificate. The surviving account holder takes on responsibility for any balance – credit or debit – at the point of transfer.

Direct debits

Do not cancel the direct debit immediately after notifying EDF. The account will generate a final bill, and if the direct debit is cancelled before the final bill is processed, you may be left with an outstanding balance that needs to be paid by other means. Wait until you receive a final bill showing a zero balance – or a refund notification – before cancelling the payment.

See also our guide to what happens to direct debits when someone dies for the broader picture across all financial accounts.

The final bill and how EDF settles the account

How the final bill is calculated

EDF’s final bill covers energy used up to the date the account is closed or transferred. The starting point is the last meter reading – either one you provide, one taken by EDF, or one retrieved remotely from a smart meter.

The bill will show:

• Energy used between the last billed period and the date of closure
• Standing charges accrued during the same period
• Any outstanding balance from previous bills
• Any credit balance to be refunded

For a straightforward closure, EDF typically issues the final bill within one to three weeks of receiving all required documents.

Credit balances

If the deceased’s direct debit had been running ahead of actual usage – common with customers on fixed monthly direct debits – there may be a meaningful credit balance on the account. EDF will refund this to the estate, but it is worth asking specifically about the credit position when you first call. Ofgem requires energy suppliers to refund credit balances within 10 working days of issuing a final bill (source: Ofgem – credit balances). EDF typically refunds by cheque made payable to the estate or by bank transfer to the executor’s account. If more than two weeks pass without a refund, contact EDF to confirm the refund has been initiated – and if they fail to act, the Energy Ombudsman can assist.

Outstanding balances

If the account was in debit at the date of death, the outstanding amount is a debt of the estate. It is settled from estate assets before any distribution to beneficiaries. EDF cannot pursue family members personally for energy debts unless they were joint account holders. If the estate has no assets to cover the debt, it is written off (source: Citizens Advice – debts after death).

Early termination fees on fixed-rate tariffs

If the deceased was on a fixed-rate EDF tariff with an exit fee, raise this when you first contact the bereavement team. Energy suppliers typically waive early termination fees in bereavement cases, but it is worth asking explicitly and getting written confirmation. Do not assume the fee will be waived automatically.

Prepayment meters after a death

Prepayment meters work differently from credit meters when someone dies. If the deceased had a prepayment meter – whether a traditional key or card meter, or a smart meter operating in prepayment mode – any credit remaining on the account or loaded onto the meter forms part of the estate and should be refunded.

How to claim the credit

To claim a prepayment meter credit refund, contact EDF’s bereavement team on 03330 069 950 or email hello@edfenergy.com. You will need to provide:

• A copy of the death certificate
• The account number or meter serial number
• Your forwarding address or bank details for the refund

EDF may need to retrieve the exact credit balance remotely or from meter records. For traditional prepayment meters (key or card type), you may be asked to be near the meter so EDF can confirm the displayed balance.

Under Ofgem rules, EDF must return the credit within 10 working days of issuing the final bill (source: Ofgem – credit balances). If there are delays, escalate to EDF’s complaints team, then to the Energy Ombudsman if the complaint is unresolved after eight weeks.

Emergency credit on prepayment meters

If the deceased’s prepayment meter had outstanding emergency credit borrowed before the date of death, this balance is technically owed to EDF. However, the amount is typically small and EDF will deduct it from any credit refund rather than pursuing it separately from the estate.

Smart meters after a death

Smart meters continue operating after the account holder dies. EDF can remotely retrieve meter readings from many smart meters, which can be useful for establishing the final reading at the date of death without needing a physical visit to the property.

However, it is worth taking a manual meter reading yourself on or as close to the date of death as possible – photograph the meter display with your phone so the reading is timestamped. This provides a backup if there is any later dispute about the final bill.

The in-home display (IHD) – the small device usually kept on a kitchen worktop that shows live energy use – is separate from the meter itself. The IHD belongs to EDF and is technically on loan to the customer. In practice, EDF does not usually request its return on account closure; if you are unsure, ask when you call.

The smart meter itself will remain installed at the property regardless of what happens to the account. If the property is sold, the new owner inherits the smart meter and can register it with whatever supplier they choose. If the account is transferred to a new account holder, the smart meter continues to work for them. If the property will be empty for a prolonged period, EDF can provide usage data remotely – which can be helpful for checking whether standing charges are the only costs accumulating.

Energy supply at an empty property

The energy supply – gas flowing and electricity active – does not stop simply because the account holder has died. Until EDF is instructed otherwise, supply continues and charges accrue.

If you want to keep the property heated and lit while the estate is being administered, this is usually sensible. As executor, you take on responsibility for the account during this period.

If you want to close the supply entirely, EDF can arrange disconnection. You will need to provide a final meter reading, and EDF will issue a closing bill. Reconnecting a supply later involves a callout charge and sometimes a waiting period. Unless the property is going to sit completely unused for many months, most executors leave the supply running and manage the account rather than disconnecting.

Landlord scenario – when the deceased owned a rental property

If the deceased was a landlord with an EDF account registered on a rental property, the account needs to be handled separately from any account at their primary residence.

EDF previously operated a dedicated online form for landlord bereavement cases, but this form is no longer accepting submissions. Contact EDF directly by phone on 03330 069 950 or by email at hello@edfenergy.com to handle the rental property account. Explain that the account holder was a landlord and the property is tenanted or empty.

The key questions EDF will need to resolve are:

• Is the property currently tenanted or vacant?
• If tenanted, do the tenants want to transfer the account into their name?
• If vacant, is the property being managed by the estate pending sale or letting?

If tenants are in place and wish to take over the supply, EDF will set up a new account in the tenant’s name. If the property is vacant, the account will typically be held in the estate’s name during the administration period, with bills issued to the executor or solicitor managing the estate.

Each property with an EDF account is a separate account. If the deceased had EDF accounts on multiple properties – a common situation for landlords or people with second homes – each one needs to be handled individually with its own account number and bereavement notification.

EDF Customer Support Fund – help with energy debt

If the surviving household is struggling with EDF energy bills following a bereavement – for example, if a partner is left managing costs on a reduced income – EDF’s Customer Support Fund may be able to help.

The fund provides non-repayable grants of up to £1,500 to clear outstanding gas and/or electricity debt on EDF accounts. In some cases it can also cover essential white goods (cooker, fridge-freezer, washing machine) where the absence of an appliance contributes to fuel poverty. Grants are credited directly to the EDF account rather than paid as cash.

Eligibility requires all of the following:

• You are the named account holder on an active domestic EDF account
• The account has outstanding debt or arrears you cannot clear yourself
• You can demonstrate clear, ongoing financial hardship
• You have already received independent budgeting or debt advice from a recognised charity (such as Citizens Advice, StepChange, or MoneyHelper)

The fund is administered by Charis Grants. Applications are submitted online through the Let’s Talk portal at forms.lets-talk.online. A helpline is available on 01733 421 021 (Monday to Friday, office hours). From submission of a complete application with all required evidence, the process typically takes around six weeks to a decision. The fund receives more applications than it can fund, so a grant is not guaranteed even if you meet every criterion (source: EDF Customer Support Fund – Selectra).

For bereaved households on low incomes, EDF has also partnered with IncomeMax, a service that identifies financial support you may be entitled to – including benefits, grants, and debt advice. EDF can refer you to IncomeMax when you contact them (source: EDF bereavement support page).

The EDF Customer Support Fund is for ongoing EDF customers in the surviving household, not for clearing a deceased person’s estate debt. Estate debt is handled as part of the standard account closure process and written off if the estate has insufficient assets.

Priority Services Register

EDF’s Priority Services Register (PSR) is a free service that provides additional support to customers who need extra help. Support available includes:

• Bills and letters in large font, Braille, or talking bill format
• A Bill Nominee scheme, allowing a trusted person to receive and manage communications on your behalf
• Free annual gas safety checks (for customers receiving certain benefits)
• Advance notice and welfare checks during planned power outages
• Assistance with meter reading
• Access to IncomeMax and TellJo wellbeing services

For a surviving household member who is finding it difficult to manage energy accounts following a bereavement, the PSR’s Bill Nominee scheme can be particularly useful – it allows a family member, friend, or professional adviser to receive all correspondence and deal directly with EDF on the account holder’s behalf.

PSR registration does not transfer automatically. If the deceased was registered on EDF’s PSR, their registration ends with the account. A surviving household member who qualifies for the PSR needs to register in their own right under the new account.

To register for the PSR, call EDF on 0808 160 6906 (Monday to Thursday 8am–6pm, Friday 8am–4pm – this is a freephone number) (source: EDF Priority Services Register).

Probate and the EDF account

Unlike banks, EDF does not have a formal probate threshold for closing or transferring energy accounts. Energy companies are service providers, not custodians of assets, so probate is not usually required simply to close an EDF account.

However, if there is a substantial credit balance to be refunded and EDF needs to confirm the executor’s authority to receive it, they may ask for evidence such as a grant of probate or letters of administration. In practice, for most household energy accounts, this is not needed – a death certificate and confirmation of your role as executor or next of kin is sufficient.

If the estate is complex and probate is taking longer than expected, contact EDF’s bereavement team to explain the situation. They can hold the account in the estate’s name while the legal process continues, with bills issued but held without immediate payment pressure.

For guidance on the probate process itself, the government’s official resource is at gov.uk/applying-for-probate.

Scotland – confirmation of executors

In Scotland, the legal process for administering a deceased person’s estate is called confirmation, not probate. The Scottish equivalent of a grant of probate is a certificate of confirmation, granted by the local Sheriff Court following an application supported by an inventory of the estate.

For practical purposes, the EDF bereavement notification process is the same in Scotland as in England and Wales. You contact EDF on 03330 069 950 or by email, provide the death certificate and meter readings, and EDF handles the account in the same way.

Where Scottish terminology matters is if EDF asks for proof of authority to receive a credit refund or to act on behalf of the estate. In that case, a Scottish executor should provide their certificate of confirmation rather than a grant of probate. EDF will accept this as equivalent documentation.

For small Scottish estates where the total estate value is below the small estate threshold (currently £36,000 for moveable property), confirmation may not be required at all. A death certificate and evidence of your relationship to the deceased may be sufficient for EDF to process the account closure and refund (source: gov.scot – dealing with an estate).

How long does it take?

For a straightforward case – account closed, final bill issued, credit refunded – EDF typically takes one to three weeks to process a bereavement notification once all required documents have been received.

The main variables that affect timing are:

• Whether the property is occupied (account transfer) or empty (estate management or closure)
• Whether there is a credit balance to refund or a debit balance to settle
• How quickly you can provide the death certificate and other documents
• Whether there are complications such as disputed meter readings or joint tenancy arrangements

Once EDF issues the final bill, Ofgem rules require any credit refund to be paid within 10 working days (source: Ofgem – credit balances). EDF typically pays by cheque made payable to the estate of the deceased or by bank transfer to the executor’s account.

Escalation – if things go wrong

If EDF is not responding, is sending bills after you have notified them, or is refusing a credit refund it owes, you have clear escalation routes.

Step 1 – EDF complaints: Raise a formal complaint with EDF’s customer team. EDF must respond within eight weeks with a final response or a deadlock letter.

Step 2 – Energy Ombudsman: Once you have a final response or deadlock letter (or after eight weeks without resolution), you can escalate to the Energy Ombudsman free of charge. The Ombudsman is independent and can order EDF to apologise, take action, and pay compensation (source: Energy Ombudsman).

Step 3 – Citizens Advice: For free advice at any stage, contact Citizens Advice (0800 144 8848 in England, 0800 702 2020 in Wales). They can help you draft complaint letters and navigate the Ombudsman process.

Things to watch out for

Credit balances may not surface without prompting. If the deceased’s direct debit had been running ahead of actual usage, there may be a meaningful credit balance on the account. Ask specifically about this when you call. Do not assume it will be brought up automatically.

Prepayment meter credit needs a specific request. Unlike credit account balances, prepayment meter credit does not always surface automatically during account closure. Request it explicitly, provide EDF with a forwarding address for the cheque or bank details for a transfer, and follow up if it has not arrived within two weeks.

Reminder notices may arrive after notification. Some executors report receiving payment reminder letters even after EDF has logged the bereavement. This happens because the automated billing system and the bereavement case can be handled by different teams on slightly different timelines. If reminders arrive, call back with your reference number to confirm the bereavement has been flagged on the account.

The 03330 069 950 number is not freephone. Calls are charged at standard rates. If you expect a long wait or calls are expensive from your phone plan, using email or the online form is a practical alternative. You can also ask EDF to call you back.

Early termination fees on fixed tariffs. If the deceased was partway through a fixed-rate contract that carries an exit fee, this fee should be waived in bereavement cases. Raise it explicitly when you call and ask for written confirmation rather than assuming it will be handled automatically.

Multiple properties. If the deceased had more than one property with EDF – common with landlords or people who owned a second home – each address needs to be handled separately. Each account has its own number and its own bereavement process.

The account name during estate administration. When an empty property is managed as part of an estate, EDF will typically put the account in the name of the estate (for example, “Estate of [Name]”) or in the executor’s name. Bills during this period are a legitimate estate expense. Keep receipts – these costs are deductible from the estate for probate purposes.

Bereavement debt belongs to the estate, not relatives. If the account was in debit at the date of death, the balance is an estate liability. EDF cannot pursue family members personally for energy debts unless they were joint account holders. If the estate has insufficient assets to cover the debt, it is written off.

Using a third-party notification service

If you are managing a bereavement with multiple accounts to notify, third-party services can reduce the burden of individual calls and letters.

Life Ledger and Settld are free services that let you report a death to multiple companies simultaneously and track responses in one place. Both can notify EDF Energy on your behalf. These services are free for families to use (source: Life Ledger – EDF, Settld – EDF).

Using a third-party service does not change EDF’s process or timeline – it simply routes the notification through a standardised form rather than a direct phone call. If the situation is straightforward, a direct call to EDF is often quicker. If you are managing ten or fifteen organisations at once, these services can save significant time.

Summary

To notify EDF Energy after a death, call 03330 069 950 (Monday–Thursday 8am–6pm, Friday 8am–4pm) or email hello@edfenergy.com with “Bereavement notification” in the subject line. Have the account number, a copy of the death certificate, and meter readings ready where possible. Do not cancel the direct debit until the final bill arrives.

For empty properties, contact EDF as early as you can – standing charges accrue daily whether or not any energy is being used. Any energy debt is a liability of the estate, not of family members personally. If the surviving household is struggling financially, the EDF Customer Support Fund offers grants of up to £1,500 for eligible customers with energy arrears.

Tell Us Once does not notify EDF, and neither does the Death Notification Service – EDF must always be contacted directly.

For direct debits and how they are handled across accounts after a death, see our guide to what happens to direct debits when someone dies.

For other energy suppliers, see our guides to notifying British Gas after a death, notifying Octopus Energy, notifying Scottish Power, notifying OVO Energy, and notifying E.ON Next. For water supply, see our guide to notifying your water company after a death.