EDF Energy has issued an update on its £1 million Heatwave Relief initiative, launched in early July, revealing that 92 per cent of requests have come from customers with a high-risk condition registered under the Priority Services Register.
What the free packs contain and who qualifies
Support under the scheme includes £20 energy credits and Heatwave Relief Packs containing practical cooling equipment. Each pack includes four free items: fans, cooling towels, blackout curtains and insulated water bottles.
EDF says 92 per cent of requests have come from customers with a high-risk condition under the Priority Services Register. The initiative aims to help vulnerable households cope with rising temperatures and extreme heat periods.
Customer feedback on the support
Customers have praised the support on Trustpilot, highlighting both the contents of the packs and the assistance received when applying. Mrs Pamela Ruffles said she was “absolutely overwhelmed as to what is in the box”, describing it as “incredible” and saying it would “help me enormously”. Sandra Sheridan said she was “really pleased with what was actually in the pack”, adding that “everything was so useful”. Arlynne, whose children had been struggling with the heat, said she wished she had known about the support sooner.
Other reviewers have praised EDF advisers for making the application process simple and for taking the time to explain what help was available.
EDF and Charis respond to growing need
Joe Souto, Director of Retail at EDF, said: “As summers get hotter and periods of extreme heat become more common, we need to think differently about how we support vulnerable customers. For some people, keeping cool can be difficult and costly, so relatively simple measures can make a real difference.”
“The feedback we’re receiving shows why this kind of support matters, and we want customers who are struggling with the heat to know they don’t have to manage it alone.”
Jessica Taplin, CEO of Charis, who will help distribute the packages, said: “We are proud to be working with EDF to deliver practical, targeted support that reaches people when they need it most. By combining financial assistance, practical cooling equipment and trusted advice, this programme recognises that vulnerability doesn't disappear when winter ends.”
“As our climate changes, the way we support vulnerable households must evolve too. We hope this initiative will encourage wider recognition that protecting vulnerable consumers from extreme heat should become as much a part of customer support as helping them stay warm in winter.”
