The indicator used for CSRG no. 3 concerns the “number of energy supports”. In France, it is a system deployed by telephone by 5,000 customer service representatives, intended for any customer experiencing a difficulty and designed to analyse the situation and propose the most appropriate solutions. In 2019, 894,260 people received energy support, down on 2018, particularly due to changes in the customer portfolio.
EDF, a company with a responsible attitude to people and communities
Number of energy support
- 2019: 894,260
- 2018: 1,302,590
Key non-financial performance indicator (see concordance table with the non-financial performance statement in section 8.5.4). For the scope and methodology of this indicator, see section 3.4 “Indicators and methodology”. This indicator refers to key stake no. 14 “Energy poverty and access to energy in developing countries” described in section 3.6.2 “Description of key stakes in the materiality matrix”.
Implementation of operational solutions
Public schemes strongly supported by the EDF group to boost their accessibility and effectiveness
EDF implements public schemes by adding its own strong support systems for vulnerable populations. In terms of prevention, EDF is heavily involved in thermal renovations of homes occupied by people with very low incomes, particularly by participating in the French nationwide Habiter Mieux (Better Living) programme but also via the “Toits d’Abord” (i.e. “A Roof First”) programme with the Abbé Pierre Foundation. EDF voluntarily contributes a maximum of €57 million to the Guarantee Fund for Energy Renovation. This fund, available to all EU member states, makes it easier for households to obtain a loan from banks to finance the remaining cost of work. It must make it possible to guarantee approx. 35,000 individual eco-loans for low-income households as well as collective loans for more than 6,500 condominiums per year by 31 December 2020. The Fund is managed by SGFGAS (i.e. social ownership access financing & guarantee management company).
For the 4th period of the Energy Savings Certificate programme, EDF is under an obligation due to the scheme relating to energy savings for households in a situation of energy poverty. In terms of payment assistance, 2,373,216 customers benefited from the “Energy cheque” programme in 2019. EDF’s action was broadly bolstered with a multichannel relations programme, particularly during the cheque send-out period and before the “winter truce” with a targeted reminder campaign. EDF’s aims to increase access to the cheque through a high level of digitisation. EDF is continuing its active involvement in the implementation of payment assistance. EDF, EDF Systèmes Energétiques Insulaires and Électricité de Strasbourg voluntarily contributed to the Housing Solidarity Fund (FSL) to the tune of more than €20 million in 2019.
In the UK, the Energy Carbon Obligation ECO, implemented by EDF Energy, encompasses in its third phase both measures for reducing carbon emissions and fighting against fuel poverty through the improvement of energy efficiency which contributes fundamentally to finding new solutions. ECO3 began on 1 October 2018 and will continue until 31 March 2022. Unlike earlier obligations, ECO3 is entirely aimed at vulnerable customers in a situation of energy poverty. EDF Energy is one of the rare energy companies to have an ECO channel for its own customers and works hard to target eligible customers. In Italy, Edison is rolling out the “social bonus” scheme. This public scheme takes the form of a reduction applied to electricity bills, based on levels of income. In Belgium, Luminus developed all the public schemes that are very specific to Flanders, Wallonia and the Brussels Capital Region.
Specific and voluntary EDF group schemes
In France, EDF has developed human and digital support to help customers manage their consumption and make sure they can easily exercise their rights. There are multiple digital solutions available to customers, such as e.quilibre, EDF & MOI, Electriscore (see section 3.2.2.1 “EDF, a company committed to better energy use by each customer”). The Prime Energie website offers financial assistance to households in situations of fuel poverty to carry out work to save energy. With this scheme, EDF committed to the “Coup de Pouce” (i.e. “A Helping Hand”) campaign. EDF’s 5,000 advisers based in France are trained and mobilised to provide customers experiencing difficulties with flexible and suitable solutions, whether or not they are supported by leading social organisations. In addition, close to 300 “dedicated solidarity experts” work directly with social workers to best support the most vulnerable customers. EDF is continuing its partnership with UNCCAS (i.e. French National Union of Municipal Centres for Social Action). EDF and EDF SEI are deploying the PASS (Portal for Access to Solidarity Service), which makes exchanges with social workers more fluid. The solidarity teams proactively contact customers experiencing payment difficulties to offer them solutions and, where necessary, refer them to the relevant social services. At the same time, EDF is implementing various alert and monitoring methods (mailing, text campaigns, phone calls) of vulnerable customers who are disconnected or whose power was reduced at the beginning of winter, so that each of them could benefit from restoration of power before winter. EDF partners with more than 200 conciliation points (including PIMMS: Multiservice Conciliation and Information Points) and charities (Secours Catholique, Secours Populaire, French Red Cross, nearly 450 active partnerships). EDF is developing its modelling capacities to map energy poverty zones and propose solutions to local authorities. EDF, EDF SEI (Island Energy Systems) and ÉS (Électricité de Strasbourg) distribute Demand Side Management (DSM) kits.
For EDF subsidiaries in France, the distribution network manager Enedis, which is managed completely independently, is developing actions for some sites with Maison de Service Au Public- and Maison France Services-certified PIMMS (EDF has been chair of the PIMMS National Union since 2019). They participate in the information and support of vulnerable populations in the areas of eco-friendly practices and access to rights and services. Enedis action also complements measures taken by electricity suppliers regarding their unpaid bill procedures, and the Company systematically contacts customers before cutting off their electricity supply or restricting wattage. ÉS, via its solidarity officer, organises events for customers focused on bills and environmentally-friendly practices on the premises of social stakeholders, associations, etc. The ÉS Solidarity team works with social workers to simplify the setup of payment schedules or terms. A personalised support initiative is in place and each customer experiencing difficulty benefits, in particular, from continuation of their power supply at the subscribed-to level and the time to take the necessary steps with the social services. The Sowee subsidiary handles the energy vouchers and enables better monitoring of customer budgets, by also providing tips for demand-side management on its website.
In Corsica and the French overseas departments & territories, EDF SEI is continuing its actions to finance energy demand management for customers and social-housing lessors (LEDs, solar water heaters with the region on Réunion Island, heat insulation programmes, etc.). EDF SEI develops other types of specific actions, for example: electrification of remote areas (inland municipalities) in Guyana, specific application for new customers in remote areas of Maripasoula using digital meters with the setup of smartphone monitoring, overconsumption alert texting with assistance from energy advisers who grew up in the area; Local Energy Management Services on Réunion Island, i.e. detection and support programmes coordinated by the local authorities for households in a situation of energy poverty; the WATTY schools programme raising awareness of electricity savings.