Frequently Asked Questions

We've compiled some of the most common queries we receive. If you can't find what you're looking for, please take a look at our Energy glossary, or use our contact form and we'll call you back.

Customer services

What is my outstanding balance?

The "Outstanding Balance" shown at the top of your invoice is the balance brought forward from your last invoice. Your latest invoice can be viewed on MyBusiness and this will show your current balance and the amount due for payment. You can see more information on our Understanding your bill guide.

How do I arrange for my meter to be disconnected?

See: Your forms.
Remove the supply for the Crown Commercial Service Framework
Notify Crown Commercial Service of the removal

Can you send me a copy of my invoice?

You can print our own copy invoices from our MyBusiness portal.

My invoice is incorrect.

Please contact our Customer Service Team via the "Contact Us" form on this website. You can also email the team directly at ccscustomerservices@edfenergy.com or call us on 0845 300 4904(1).

What is a half hourly meter?

A Half Hourly meter records a site's consumption at half hourly intervals. A communications device is normally connected to the meter enabling the data collector to remotely obtain half-hourly recorded consumption and forward this to the supplier.

How can I check my consumption?

Invoiced consumption can be viewed by downloading your Half hourly data from our MyBusiness portal. NHH data can be viewed on your copy invoices, also available for download via MyBusiness.

If you have a query in regards to the accuracy of your invoices data please contact our Customer Service Team via the "Contact Us" form on this website. You can also email the team directly at ccscustomerservices@edfenergy.com or call us on 0845 300 4904[cavest:b2b-tel].

What is BSUoS?

Balancing System Use of System (BSUoS) is a charge included within your unit rate. This charge recovers the costs incurred by National Grid to balance the electricity system. Balancing effectively means ensuring that the total generation output exactly matches the electricity demand requirement, there being no surplus or deficit of generation at any time, to maintain the quality and security of supply.

What is TNUos and DUoS?

Transmission Network Use of System (TNUoS) and Distribution Use of System (DUoS). These charges cover the cost of transporting electricity across the transmission system and the distribution networks to industrial, commercial and domestic customers. Both of these costs are approved by Ofgem under price control frameworks. You can learn more about Non-Energy Costs here

What is VAT?

Value Added Tax (VAT) is a government-imposed tax on the sale of goods and services. There are currently two rates of VAT applicable to energy customers: where supplies are wholly or partly for domestic or charitable non-business use, that part of the supply qualifies for the reduced rate of VAT.

On supplies used solely for business purposes, VAT will usually be charged at the standard rate. Customers with qualifying use will need to submit a VAT Customer Declaration Certificate for each site to advise us what percentage of the supply meets the qualifying criteria set by HM Revenue and Customs (HMRC). Please note that VAT Declaration Certificates are not transferable between suppliers.

You can find more information about VAT here

What is Agreed Capacity?

An agreed amount of electrical load for a property, as stated in the property's Connection Agreement with the local Distribution Network Operator (DNO).

What is Available Supply Capacity (ASC)?

Maximum Import Capacity (MIC) also known as Agreed Supply Capacity (ASC) refers to the limit of capacity for a site. It is set and charged by the local Distribution Network Operator (DNO), according to the kVA of a premises.

This fee covers investment and maintenance of the electricity network and can also be called the Agreed Service Capacity Charge. Customers pay a fee (per unit), through their suppliers' invoices and are according to the agreed capacity for the site. In theory, maximum demand should not exceed the agreed capacity at any time

What is Capacity Charge?

A set charge by the local Distribution Network Operator (DNO) for investment and maintenance of the electricity network, based on the Agreed Capacity of a property. This can also be called the Availability Charge.

What is Maximum Import Capacity (MIC)?

Maximum Import Capacity (MIC) refers to the limit of capacity for a site. It is set and charged by the local Distribution Network Operator (DNO), according to the kVA of a premises. This fee covers investment and maintenance of the electricity network and can also be called the Agreed Service Capacity Charge. Customers pay a fee (per unit), through their suppliers' invoices, according to the agreed capacity for the site. In theory, maximum demand should not exceed the agreed capacity at any time. Find out more.

What are LECs?

Organisations that pay the Climate Change Levy (CCL) can enter into agreements with suppliers to purchase renewable electricity. The Levy Exemption Certificates (LECs) are evidence of CCL exempt electricity supply generated from qualifying renewable sources. LECs will be redeemed by suppliers to HM Customs and Excise to demonstrate the amount of non-climate change electricity able to be levied that had been supplied to non-domestic customers in the given period.

What is a Meter Operator (MOp)?

The organisation appointed to maintain metering equipment.

What are Meter Operator Charges (MOp Charges)?

This charge covers the cost of maintaining metering equipment.

What is an MPAN?

A MPAN (Meter Point Administration Number) is a 13 figure number provided by the local Distribution company at the time of a new service being installed. It is a unique reference number that provides the industry with the general location of the supply cable in question. It is vital information that should be taken to your supplier to enable the registration process to begin. Once registered to your supplier it will be used to arrange the install of your meter and to successfully update your electricity bill.

What is a Data Collector (DC)?

A Data Collector (DC) is an organisation accredited by the Pool Accreditation Body to carry out Data Collection for Half Hourly (HH) Metering Systems. The DC is appointed by the supplier to retrieve and validate metering data and forward it, by Metering System, to the Data Aggregator. The DC may, in some cases, be appointed by the customer but must always be accredited and contracted to the customer's supplier.

What is a Data Aggregator (DA)?

The agent appointed to aggregate the meter reading data which is received from the Data Collectors (DC) and subsequently forwarded to the Supplier.

You can learn more about DNOs, MOps and DA/DCs in our Metering & Data video.


What is Maximum Demand?

Maximum Demand is the highest peak of usage (kWh) in any Half Hour during a calendar month or between two meter readings measured in either kW or kVA. This value is multiplied by 2 to give the MD on an hourly basis.

Can I view my invoices on line?

Invoices can be viewed and printed from MyBusiness.

Can I view my Half Hour (HH) data?

Billed Half Hour (HH) data can be viewed and downloaded from MyBusiness.

Can I see real time Half Hour (HH) data?

You can view real time data via Energy View.

Can I receive my invoices electronically?

Yes, please contact your Customer Service Team via the contact us form on this website. You can also email the team directly at ccscustomerservices@edfenergy.com or call us on 0845 300 4904 and we'll set this up for you.

I can't open my eBill?

Please contact your Customer Service Team via the contact us form on this website. You can also email the team directly at ccscustomerservices@edfenergy.com or call us on 0845 300 4904 and let use talk you through our Bill guide and reader.

I have been advised that my change of supplier transfer was objected to. Why?

Existing suppliers are able to object to a customer leaving for a number of reasons. The most common of these are outstanding debt on an account, or the customer still being under contract. 

Who is responsible for advising the supplier of a move of location?

It is the responsibility of both the outgoing and incoming parties to advise the existing electricity supplier a change has occurred. However, the outgoing party is responsible until a final reading has been obtained/supplied. Find out more.

I have an Agreed Capacity (kVA) for my premise. Why am I being charged for excess availability?

The Agreed Capacity is the limit of capacity which has been agreed with the DNO. However; it is possible to use more than the Agreed Capacity on your property. Should this happen, the excess kVA will be applied to the additional usage. Find out more.

General

What technologies are eligible for the Feed-in Tariff Scheme (FITs)?

Feed-in Tariffs are for eligible generators with one of the following technologies; Solar Photovoltaic, Wind Turbine, Anaerobic Digestion, Hydro, Micro CHP.

How does a Power Purchase Agreement (PPA) work?

Visit our website to find out more about Power Purchase Agreements.

How can I find out more about Power Purchase Agreements (PPAs)?

Visit our website for more information or complete the contact us form and a Senior Relationship Manager will give you a call back.

What is MyBusiness?

MyBusiness is a free service available to all our customers. Besides copies of your invoices, you can access simple information about your electricity usage. This includes your half hourly data presented in easy to understand graphs. Find out more information about MyBusiness.

How can I find out more about the wholesale market?

In the fast moving world of wholesale electricity prices Market Insight our online service provides you with a range of information to help you make better energy decisions and navigate one of the world's most volatile and regulated markets. Find out more about Market Insight.

How long is my contract with EDF?

If your site(s) are part of the Crown Commercial Service Framework then your contract with EDF is dictated by your Customer Access Agreement. To find out more about the Crown Commercial Service Framework with EDF please visit The Framework page.

How do I know if my site is exempt from Climate Change Levy (CCL)?

Any supply from renewable sources is automatically exempt from CCL, as is domestic or charitable non-business use. If your organisation is defined as an energy intensive user or a horticulture user, the supply may also qualify for partial exemption. For more specific information on exemptions, contact the Department of Energy and Climate Change (DECC) on 0300 060 4000 or visit www.hmrc.gov.uk

How can I find out more about my invoice?

If you find it difficult to understand all the elements on your bill, the help you need is right here. This illustrated guide (PDF) explains what each element of your bill is and how it all ties together. It covers both types of contracts available through the Crown Commercial Service Framework: all inclusive and pass-through

Can I change how my site are priced?

Switching your Price Point from an All Inclusive to a Pass-through contract will give you more transparency around your invoices. It could also help you make even greater savings if you reduce your consumption. To find out more see Pricing Point.

When is the next Framework event?

More information on upcoming events for Crown Commercial Service members can be found on the news and events page.

When is the next Framework webinar?

More information on upcoming webinars for Crown Commercial Service members can be found on the news and events page.

How can I find out more about the Framework?

See how the Crown Commercial Service Framework is structured and how it benefits you.

What is DUoS?

These are costs charged by the local Distribution Network Operators. It covers transporting electricity from the transmission system, and some directly connected generators, to customers. For most Half Hourly supplies, DUoS costs are normally charged in three time bandings, representing peak, standard and off-peak consumption periods. Find out more about Non-Energy Costs.

What is TNUoS?

The costs charged by the transmission network companies. It covers transporting electricity across the transmission system to the distribution networks, directly connected generators and customers. TNUoS costs are calculated once a year, in a calculation based on your site's electricity consumption during three specific half hour periods in the winter, called Triad periods. Find out more about Non-Energy Costs.

How can I find out more about TNUoS charges?

For more information about Electricity Transmission Charges see the National Grid website.

What do I do if I think I have a gas leak?

If you smell gas, think you have a gas leak or have any concerns regarding carbon monoxide, immediately open all windows and doors and extinguish any naked flames including cigarettes, then call the Gas Emergency Services free on 0800 111 999. This is a national 24 hour emergency number and is available to all areas.

Who should I contact if I have a power cut?

Your electricity network operator looks after the safety and security of your electricity supply. In the event of an electrical emergency or power outage you can contact your individual operator by using the emergency contact number 105. For General Enquiries you need to contact your electricity distributor. To identify your electricity distributor you’ll need the relevant two digits shown as part of your supply number on your electricity bill. This number is made up of 13 digits and shown in the bottom row of the 'S grid'.

Who is my Distribution Network Operator?

To identify your electricity distributor you'll need the relevant two digits shown as part of your supply number on your electricity bill. This number is made up of 13 digits and shown in the bottom row of the 'S grid'.

What is EDF Energy mix?

Every year we must publish details of the fuel sources we use to generate our customers' electricity. The information on this link covers our two active supply licences, EDF Customers ltd and British Energy Direct Limited, for the period from April 2017 to March 2018.

Our customers' electricity is sourced from our own UK power stations, the wholesale energy market and other independent power generators. We are a major supporter of independent renewable generators. To find out more about our energy mix visit Fuel Mix.

What is a Model Contract?

The Model Contract is a contract between Crown Commercial Services Members and EDF. Without a signed Model Contract being received by EDF we are unable to provide you with a Framework price for your portfolio. To find out more about The Crown Commercial Service Framework with EDF please visit The Framework.

How do I claim reduced rate VAT?

Paying the right amount of Value Added Tax (VAT) is fundamental to any large business. In some circumstances, you may be eligible for the reduced rate of VAT. The simple guidelines on the EDF website explains whether you are likely to be eligible for the reduced rate. If you are eligible then you can notify us by completing a VAT Declaration form.

How can I find out more about the Government's VAT guidelines?

To learn about the government's VAT guidelines, please visit the HMRC website.

How do I get paid for my generation contract with EDF?

EDF sends advice notices retrospectively on the 10th working day one month after generation. On receipt of the notice you will need to raise an invoice against the advice note and EDF will make a payment in line with the contract terms, which is typically 10 working days from the date of the invoice.

Can a PFI join the CCS Framework?

A PFI can join the Framework as long as they are representing a Government entity. To do this the PFI must take over the electricity contract which involves signing two contracts. The first is the Customer Access Agreement (CAA) with Crown Commercial Service (CCS).

The CAA must be dated from the date that you would like the invoices to be re billed in the new name from. Once this is signed CCS formally notify EDF and request we send out the Model Contract for signature.

The Model Contract is the final part of the Tripartite Agreement which allows you to benefit from all the Framework has to offer. Under the Framework both documents must be signed and returned before we can make the change and re bill the invoices to the new responsible party. Once the CAA and Model Contract have been signed and returned invoices can be re billed back to the effective date on the contracts.

Can I move my sites to another entity within the Framework?

Sites can be moved within the Framework as long as the new entity is representing a Government entity. To do this the new entity must take over the contract for the trust which involves signing two contracts.

The first is the Customer Access Agreement (CAA) with Crown Commercial Service (CCS). The CAA must be dated from the date that you would like the invoices to be re billed in the new name from. Once this is signed CCS formally notify EDF Energy and request we send out the Model Contract for signature.

The Model Contract is the final part of the Tripartite Agreement which allows you to benefit from all the Framework has to offer. Under the Framework both documents must be signed and returned before EDF Energy can make the change and re bill the invoices to the new responsible party. Once the CAA and Model Contract have been signed and returned, invoices can be re billed back to the effective date on the contracts.

New connections

How do I get a new meter for a new connection?

In order for us to be able to carry out your new supply request, our New Supply team will require the new connection form to be completed, allowing us to register your new HH MPAN and arrange for the supply to be installed.

There is also a useful e-guide A guide to establishing a new electricity supply.

You will also need to submit a request to Crown Commercial Service to add a site to your Framework account, however this is not required until closer to energisation. It can be submitted after the site works are complete –the top line will be provided on a deemed price notification issued by a new supply team when they start to set up the works.

The deemed price will not be charged, as long as the site addition is submitted in good time, we are not able to price until the connection is live.

How long does it take to arrange a new connection?

EDF Energy requires 20 working days notice for a new connection request. Once the New Connection request form has been fully completed and checked, EDF will begin the registration process of your MPAN.

The registration process can take up to 10 working days. Once the MPAN has been fully registered we will can approach your chosen meter operator to request the next available meter appointment. All meter operators request at least 10 working days notice from us for this request.

How do I know what meter I need for a new connection?

The metering you require is usually dependant on the kVA (Kilo Volt Ampere) agreed with the local distribution company. The following is a rough guide but can vary between distribution areas. kVA up to 72 is usually single/three phase whole current metering. AMR (Automatic meter reading) is optional on this until 2020, but will be obligatory after 2020.

kVA 75 up to 99 is usually NHH (Non Half Hourly) CT (Current Transformer) metering. It is now obligatory to have AMR metering on NHH CT. kVA 100 or over is expected to be HH (Half Hourly) metered. Any metering where AMR or HH is involved will require you to put in place a contract with the meter operator of your choice. Each MPAN must have its own signed meter operator contract in place by the time EDF Energy starts the registration process.

Why do I have to fully complete a new connection form?

It is a legal and industry requirement to have a fully completed and signed application form for every MPAN or meter requested by a customer for a site to EDF.

You will also need to submit a request to Crown Commercial Service to add a site to your Framework account however this is not required until closer to energisation. It can be submitted after the site works are complete –the top line will be provided on a deemed price notification issued by a new supply team when they start to set up the works.

The deemed price will not be charged, as long as the site addition is submitted in good time, we are not able to price until the connection is live.

What is a deemed contract?

A contract which is deemed to apply when a customer begins a new supply at a property and has not signed a written contract for its supply. These contracts have a defaulted rate for supply until a customer requests a fixed price for a fixed period.

Why do I need to agree to a deemed contract on a new connection?

To enable the registration process to begin a contract must be in place. Because this is a very time consuming process which will delay any chance of an early meter being installed it is suggested that CCS customers agree to accept deemed prices at the point of providing a new connection application form. No CCS customer will be billed on deemed prices as long as they have followed up the new connection process by completing a SAF (Site Additions Form) and returning it to CCS.

What is an MPAN?

An MPAN (Meter Point Administration Number) is a 13 figure number provided by the local Distribution company at the time of a new service being installed. It is a unique reference number that provides the industry with the general location of the supply cable in question. It is vital information that should be taken to your supplier to enable the registration process to begin. Once registered to your supplier it will be used to arrange the install of your meter and to successfully update your electricity bill.

Metering

Why do I need a Meter Operator (Mop) contract?

If you have or wish to connect a Half-hourly meter or a Non Half hourly AMR meter at site a current contract with a Meter Operator, of your choice, is required. This is to ensure essential maintenance of your metering. If you do not have a valid agreement we are unable to complete registration of your account to allow invoicing. We are unable to book an appointment to perform metering investigations or correct faults to our metering with out a valid agreement in place.

You can learn more about DNOs, MOps and DA/DCs in our Metering & Data video.

 

Will my supply go off whilst the meter is changed? (COMC)

If your meter is being changed, it's possible that the engineer will need to turn off the supply to your property. This is not always required and is dependent on your metering but it is best to prepare for this possibility

Payments

Why have I been charged Late Payment Interest?

Late payment interest (LPI) is charged when payment has not been received within the agreed payment period.

What is Late Payment Interest (LPI)?

Late payment interest (LPI) is the interest charged by a supplier, to cover the costs associated with late payment from customers. Under the Crown Commercial Service Framework interest is accrued at three per cent (3%) above the LIBOR from the date the invoice becomes due until the date that the payment is received.

How can I avoid Late Payment Interest (LPI)?

Late payment interest (LPI) is not charged on any account where remitted payments are received on time. To ensure you'll never be charged LPI, you can sign up to Direct Debit.

Can I link my site onto an Multi bill?

Consolidated Billing or Multi Bill is a billing method for organisations with more than 10 sites. If you'd like to find out more about Consolidated Billing you can read our handy guide,  or call your Senior Relationship Manager or our Customer Service team on 0845 300 4904.

What's CRCEES?

The Carbon Reduction Commitment Energy Efficiency Scheme (CRCEES) was introduced in April 2010 as part of the UK's response to reducing carbon emissions to help tackle climate change. For more information about this charge and how to get your data to support your CRC report - see our factsheet.