EDF - how is it possible to inform tenant has left?

[Flynn]

So my tenant moved out, and had debts, they have given me a false forwarding address. But that’s not my problem.

Problem is that I need to close down their utility accounts, and set up new in my name while the property is empty.

Should be a straightforward process?

With EDF, you cannot get through on their automated phone line without entering an account number….which I don’t have because I am not yet their customer.

Their text service, even through I give all the info including names of tenants, forwarding address, date they moved, the meter reading, my name and address for new billing…takes me round in circles which then always ends up with them asking for an account number, then when I can’t give that…it tells me to phone the customer services number that needs an account number.

I’ve now had to resort to making a complaint by email…which they aim to resolve within 8 weeks. This is smart meter set currently to direct debit mode…and a new tenant will be in within 8 weeks. It’s very irritating.

Anyone else having these kind of problems with change of occupier/vacancy and informing utilities?

[AndrewDod]

Not to give helpful advice, but at some point when this all washes through those companies (and builders, airlines) who treated people so shoddily over the past two and a half years are going to find themselves without customers.

Good firms need to step up and realise that if they offer good service, good things will happen.

But your approach is to start and account as a new customer - not to shut the other one down. Maybe go with another company - I don't think there is anything compelling you to stay with EDF.

[AndrewDod]

If they won't answer the phone WRITE to them recorded delivery and separately with a certificate of postage stating the date and the meter readings. Enclose also an invoice for £5 to cover your costs.

You don't need the old account number. You do need the meter point number. https://findmysupplier.energy/

Then open and account with another company.

If you do owe the old company anything at all, pay by BACS - not Direct Debit which they might abuse.

[Neelix]

Can’t you just register the account / home with edf with you as the new account holder?

[boletus]

With EDF, you cannot get through on their automated phone line without entering an account number….which I don’t have because I am not yet their customer.

I just did one with EDF last week without an account number.

When asked to enter it, just remain silent. It asks you three times for an account number then puts you through to a human (after waiting on hold).

[Yorkie2020]

Not had to do it for a while, but even in normal times it's always a headache to try to contact energy suppliers no matter who they are.
EDF seem to be offering numerous ways in which to contact them.

https://www.edfenergy.com/for-home/h...m%20a%20mobile.

I think I'd be trying all of them, especially the Whats app to give them meter readings and that the tenants have moved out , give them whatever forwarding address they gave me and giving them my details, as I'm now responsible for the account and asking for a call back. I'd also keep a note (screenshot) of date and time of all messages. As your now the account holder, I'd also take a pic of smart meter readings.
It's in their interest to contact you as you now the one paying the bills from the date of the meter reading. I believe it's up to them to locate the ex tenant

[OopsieDaisy]

I've had a similar issue with EDF energy and a departed tenant. I posted on Twitter and then conducted a Live Chat with EDF to get the problem resolved. Feel free to DM me if you would like a copy of the Live Chat.

[theartfullodger]

You write/email the same address you used when they moved (to inform them of date, names, meter readings..) again to inform them similarly.

You did write/email at start of tenancy to all utilities, council tax, didn't you?

Check ceoemail if you have no email id....(Mr Rossi....)

[leasee123]

I had similar problems with EDF as well. Even when getting past the automated services, speaking to an actual person was still like communicating with a robot except with much less intelligence.

So I found the complaints number, which is 0333 200 5100, and just call them from now on as a human always answers the call and they seem to take you seriously. You should also ask for some monetary compensation for all the time you wasted and bad service received, they usually give something.

I have had some turnover of tenants and have laid out a process for dealing with each of the service providers:

Gas/Elec - as mentioned above just go straight to complaints for EDF. Sometimes I even use the normal CS process knowing that it will be bad and just call complaints straight after so I get some compensation. It is my way of getting paid whilst forcing them to improve their processes.

Water/waste - I did try call Thames Water to mention voids and make sure tenants bills paid up but they simply don't want to talk to you if you don't have an account and so I assume there are no bills to pay during voids and an unpaid tenant bill is their problem so I just don't bother with contacting Thames. Not had any issues at all with this approach.

Council - these people are really bad, very low quality robotic staff. Actually worse than robots, they are really dumb. But it is easy to just ask for simple things so all I ask is have the tenants paid the bills, if not then I don't return the deposit until they have paid, if yes then I just tell them to bill me till new tenants moves in.

Simples.

[boletus]

Search "landlord tap" for informing about both water/waste.

[leasee123]

Search "landlord tap" for informing about both water/waste.

Providing tenant details to them might be a data protection issue. In any case I avoid as much unnecessary things as possible and landlord tap sounds like it is not required for me at least.

The water/waste service is not metered and as far as I am aware I am not liable for any void periods as by definition no one would be using the services during that time. I did call Thames Water to mention voids in the past but they told me effectively they were not interested unless I moved into the property myself to live there, which of course would never happen.

So no need to worry about water/waste services at all.

[jpkeates]

The water/waste service is not metered and as far as I am aware I am not liable for any void periods as by definition no one would be using the services during that time. I did call Thames Water to mention voids in the past but they told me effectively they were not interested unless I moved into the property myself to live there, which of course would never happen.

If the property is not metered, that is not correct.
But it's possible that's how it might work in practice.

[Ted.E.Bear]

If the property is not metered, that is not correct.
But it's possible that's how it might work in practice.

Provided that the property is unfurnished, Thames Water do not charge it it is unoccupied and no water is used. I think most or all water companies do this, but some are more strict about requiring proof.

With Welsh Water, if you don't provide the tenant's details then you can become liable for the charges.

[DoricPixie]

You don’t to close down the tenant’s accounts you need to open your own accounts. I don’t have any experience with EDF but it did take me months to sort out an account with eon and I’m months into a complaint with Scottish Power. Make sure you have photos of the meter readings from when the last tenant moved out and the next one moves in.

I’m both cases I went through the complaints process and if Scottish Power don’t hurry up I’ll be escalating to the regulator soon.

[dp17]

I wouldn't hold your breath with a lot of these firms as I have found in the same situation . Water company we took over account , and they still sent debt collection letters to tenants old address ,same with mobile phone company, and energy company .Local council even rehoused old tenant, supposedly, yet still sent letters to them and us at same time, multiple times on the same day ...Your council tax money at work !. Came across the same situation trying to report the tenant had left with a mobile phone company wanting a mobile number or account details in order to speak to them ....shows most firms are clueless when it comes to these situations or deliberately want to make things difficult. Sadly its another downside for being a landlord where your left to sort out other peoples debt or financial mess they want to just walk away from.