Toto Energy is now EDF: customer queries answered

Toto Energy ceased trading in October 2019. The provider’s 134,000 customers have already been transferred to a new provider. Read on to discover everything you need to know about the switch, as well as to find out how this could affect your energy supply.

Toto Energy customers are now with EDF Energy.For detailed information about your new provider, check out our EDF Energy guide.

FAQs for Toto Energy customers

1. Will my gas or electricity supply be cut off?

Customers can rest assured that their energy supply will not be interrupted at any time throughout the transfer process to the new provider.

2. Will I have to pay more with the new provider for my gas and electricity?

Former Toto Energy customers should have already received their new energy prices in the welcome pack from the new provider. If you are not satisfied with the rates, you are free to change to a different plan. You will not be charged an exit fee for switching.

3. My account was in credit. Will I get my money back?

The newly appointed energy provider will honour credit balances for Toto Energy customers, as well as for former Solarplicity customers who were transferred to Toto Energy in August 2019.

4. How do I contact my new provider?

For any queries about your account, you should contact the EDF Energy customer service team on 0333 200 5100. Check out our Contact Toto Energy section below for more details.

5. Can I move to another supplier?

Ofgem has advised customers to wait until they have been contacted by the new provider before trying to change to a different one. Since there is no termination fee, you will not be penalised financially for leaving.

What happened to Toto Energy?

Toto Energy launched in 2016 in Brighton, England. The small, privately-owned energy company worked with local cooperatives to buy energy wholesale in an attempt to make it more affordable for customers.

The supplier had planned to start turning a profit by 2019. Unfortunately, Toto Energy closed down in October 2019 after failing to make its Renewables Obligation (RO)* payments of over £4.5 million plus interest to industry regulator Ofgem.

What is the Renewables Obligation (RO)*?UK energy providers must prove to Ofgem that they source a suitable proportion of energy from renewable sources, like wind and solar power, through a Renewables Obligation Certificate (ROC). If they are unable to provide the certificate, they must pay into a renewable buy-out fund.

When Toto Energy closed, the company supplied gas and electricity to around 134,000 customers, 43,000 of which had recently been acquired from Solarplicity when it collapsed in August 2019. Toto Energy also employed 141 staff members at the time.

Were you a Toto Energy customer? We’ve got all the answers to your questions about what happens now with your energy supply. Our Toto Energy guide breaks down your new energy tariff and how to access your account, as well as how to contact your new energy supplier.

In 2018, Toto Energy switched some of its prepayment customers to Utilita Energy without adequate communication. If you believe your account was among those transferred, have a look at our Utilita Energy guide for details about this supplier.

Can I still access my online account?

The Toto Energy login webpage is no longer available. If you are trying to access your online account with Toto Energy, you will instead need to create a new account with the newly appointed provider.

For former Toto Energy customers, setting up a new online account will only take a couple of minutes. You will need to provide an email address and have your new account number handy in order to register your home. Check out our EDF Energy login guide to find out how to set one up so that you can manage your account entirely online.

Even though your energy supply is no longer with Toto Energy, you will still be able to do the following via your new online customer portal:

• See your past and current usage
• View and pay your bills
• Update your personal details
• Submit meter readings
• Switch your energy tariff

Former Toto Energy customers are able to submit meter readings on the new provider’s website without having to create an online account. You will still need to provide your 12-digit account number, as well as your postcode.

What happens to my energy tariff?

Toto Energy customers were automatically put on the Welcome Apr20 tariff with their new provider. This tariff was valid until 30 April 2020.

This new tariff for former Toto Energy customers was a fixed tariff, which means you are guaranteed that the price will not change for the length of the tariff.

Unlike most fixed-price tariffs, this one had no exit fee. Since you did not choose to be placed on this tariff, you are free to change to a different tariff without having to pay for terminating the agreement.

If you notice that your new unit rate is higher than what you were previously paying with Toto Energy, you may be eligible for a rebate for your first six months with EDF Energy. You should contact the new provider to request having the difference either credited to your account or added to your top-up key or card.

Smart meters

If you have a smart meter, the meter has likely lost its smart functionality with your new provider. Since the meter no longer sends automatic updates to the supplier, customers who pay via direct debit or on receipt of a bill now need to send in their meter readings manually. You can expect to be regularly notified by your new provider when your meter readings are due.

If you had an appointment booked with Toto Energy to have a smart meter installed, the installation will no longer take place. You should wait until your new provider contacts you to set up a new appointment.

Toto Energy reviews

Ofgem reported receiving a significant amount of complaints from Toto Energy customers in the two years leading up to its ultimate failure. In Citizens Advice’s annual ranking of 40 UK energy suppliers, Toto Energy consistently ranked amongst the worst for customer service.

We did some digging through customer review sites to see what Toto Energy customers had to say about the provider. A common trend we noticed in the reviews was that Toto Energy customers repeatedly reported having to wait more than 20 minutes to get through to a representative on the phone. Customers also complained that their bills often increased even when their accounts were in credit.

After taking a look at customer reviews from new provider EDF, we think it is safe to say that former Toto Energy customers are now in much better hands. The only major complaint that stood out about the new supplier is that smart meters may lose smart functionality. They will still continue to function, but just as a traditional meter.

For a more detailed analysis, take a look at our Toto Energy Reviews page.

Contact Toto Energy

Former Toto Energy customers should reference our EDF Energy Contact page for current details.

Electricity and gas emergencies

Toto Energy does not deal with gas and electricity emergencies. If you need to report a power cut, you should call your electricity network operator on 105. If you smell gas or need to report a gas emergency, you should call the National Gas Helpline on 0800 111 999 immediately. Both of the helplines are open 24 hours a day, seven days a week.

Speak to a representative

If you call the Toto by EDF phone line on 0333 210 7070, you will find that the phone line has been closed. To contact your new energy provider, you should now call 0333 009 6993.

You will listen to a short automated message, which states that even though Toto Energy has gone into administration, your energy supply will not be interrupted. You will then be put directly through to a representative to handle your personal query.

Complaints

If you have an unresolved complaint with Toto Energy, you should contact the new provider on 0333 009 6993 to explain your issue. Lines are open Monday through Friday from 8 am to 8 pm and Saturday from 8 am to 2 pm. Since your complaint was with Toto Energy, the new provider is not required to take it on.

If you opened a complaint with the Energy Ombudsman about TOTO Energy, you should have been contacted. If you have yet to hear back from the Energy Ombudsman, we recommend contacting the new provider to explain your situation.

Toto Energy contact phone numbers

Reference the table below to find the best number for you to call depending on your query.