TellJO is proud to have been selected as a partner in EDF’s newly launched £30 million Winter Support Package, a major initiative designed to support households struggling with rising energy debt this winter.

Across Britain, household energy debt has reached record levels, with Ofgem reporting that arrears more than 90 days old have doubled since 2022. To address this challenge, EDF is investing in expanded support for vulnerable customers, including using TellJO’s innovative wellbeing checks.

Supporting customers at risk, earlier

As part of the Winter Support Package, EDF is partnering with TellJO to use real-time wellbeing data to proactively identify customers showing early signs of financial and emotional strain. By reaching people sooner, EDF and TellJO aim to prevent debt from escalating and provide tailored, compassionate support before problems become unmanageable.

This approach builds on strong evidence that early engagement works. In 2024, EDF cleared £1.5 million in customer debt, and  nine out of ten customers who received debt clearance support from EDF stayed debt free for at least 12 months. Last year EDF also provided advice and support to 383,000 households struggling with their energy bills and has already reached 237,000 so far in 2025, with volumes expected to exceed last year thanks to these new partnerships with TellJO and other organisations.

Part of a broader effort

EDF’s Winter Support Package also includes:

• Expanding expert frontline teams so more customers with complex needs get tailored, hands-on help
• Strengthening partnerships with charities and advice agencies, including Citizens Advice Plymouth, IncomeMax and Charis Grants
• Relaunching their Sunday Saver scheme, offering free electricity on Sundays to customers who cut usage during the week

The package reflects EDF’s ongoing call for industry-wide reform, including the creation of a government-backed Debt Relief Scheme, reforms to the Warm Home Discount to deliver a fairer social discount and a central database of vulnerable households, allowing suppliers to consistently support those at risk.

Philippe Commaret, Managing Director of Customers at EDF, said: “We know that when people engage early, we can help them get out of debt and stay out. Last year’s debt clearance success proves it works, with thousands of households supported and the vast majority remaining debt free. But too many customers are struggling in silence until what they owe becomes unmanageable.”

Our commitment

At TellJO, we believe that no one should face financial challenges alone. Being selected to work alongside EDF is recognition of the vital role that early intervention can play in tackling energy debt and protecting those with characteristics of vulnerability.

We are committed to helping EDF deliver compassionate, practical support to households across Britain, ensuring more people can stay debt free, secure and warm this winter.

Read the full press release from EDF.