Npower
Contact Details
Npower
PO Box 93
Tyne House
Birchwood Drive
Peterlee
SR8 2XX
Contact Information
- Customer Services 0800 073 3000
- Customer Services – Minicom 0800 413 016
- Email helpline@npower.com
* Open: Mon – Fri 8am – 8pm and Sat 9am – 5pm excluding public and bank holidays
General Information
One of the UK’s biggest energy providers, Npower currently supplies to around 6 million customers, both business and residential.
Selling points
- Claim to have excellent customer service along with lower prices.
- Free energy efficiency advice
Supplier services
Green
Economy 7
Online
Dual Fuel
Fixed Billing
Packages on offer
Electricity Economy 7 Tariff
Pay less for units consumed during the seven hour night period.
Electricity standard tariff
Electricity units are charged at the same rate regardless of when they are used
Gas standard tariff
Gas units are charged at the same rate regardless of when they are used.
Prepay tariffs
All of the above tariffs are available as prepay options.
Npower Juice
A greener option for electricity customers.
Discounts
Discounts are available to customers buying both gas and electricity from Npower. These savings are greater for customers paying monthly by direct debit.
Ways to pay your bill
- Direct debit
- Cash
- Cheque
- Prepay at pay point
Special Services
Npower have an additional needs register for elderly, disabled and sick customers. Bonuses of this register include:
- Password scheme – private word only known by yourself and Npower that can be used to ascertain whether visitors to your house are genuine Npower representatives
- Minicom system for those with textphones
- Talking, large print and Braille bills for customers with sight difficulties.
- Bill sent to another address
For the love of god, do not even think about giving your money to this bunch of incompetent people. For months I’ve been trying to sort out my bill and they have no clue. I must have spent hours on the phone waiting to explain the same problem to about 30 people.
I have received a new monthly bill for regular payments for the winter, which have risen by nearly 40% on the basis where Npower assumes that will be cost of what I use, in other words a guess. Considering the cost to them has gone down, this, in my opinion amounts to fraud, npower can dress it up anyway they like but to me that`s the way I see it.
Go to the Ombudsman – I won against them massively. I took a photo of the meters and their reading constantly. Over two years they failed to send anyone to read the meter and also the serial number on the meter didn’t match the bill. I let them know this from the beginning and they where charging me corporate electricity charges at a residential address. The Ombusdman saw all my evidence and told Npower that they had to apologise, write off any bills and also ensure that they came to look at the meter as it is illegal to not have your meter looked at annually on a health and safety issue – which NPOWER wouldn’t know as they never even to this date after I moved out of the address sent anyone to read the meter. I now have EON as a provider and they send someone to read meters regularly and I know what and when and how much I get charged. I stood up to NPOWER and tell anyone to do so also, in this day and age its easier to take photos as proof and always take note of whom and what time you talk to someone on the phone (if you ever get through). P.S. I did the same with Orange and beat them also, I think my Asian language technique is getting excellent after hours of chatting with their engineers so I can’t grumble totally I now have another language under my belt
You need to know the enemy in order to win your battle.
I read my meters every month and send online. I keep a running account of my consumption and for gas I convert cubic meters into kWh because tariffs are applied to kWh and not cubic meters.
I know we, poor end users, should not be required to do Npower work for them but, trust me, it’s the only way.
The unbelievable garble of their communications is designed to put us off. They are incompetent by design. It serves their purpose.
Beware that the advertised yearly “rebate” is in fact a refund of excessive monthly direct debit payments they have taken with or without our approval. Only after overpaying for a year well over the £80 or 90 or 100 will we get back part of it.
I have been keeping all meter readings and calculations including changes of tariff and it is not so difficult to prove that they routinely overestimate consumption and/or monthly payments.
I brought up the matter with Npower but the problem is that a direct debit contract authorizes greedy companies such as Npower to dip into our money at will. Even when it has been agreed that the monthly payment should be reduced (it has taken me months!), they stall and claim that the payment has already gone through – even if you give them 2 weeks notice.
I am totally appalled that such legalized theft is allowed and that no watchdog body is doing anything about it.
The other curious development is that, when paying by direct debit (and this is to THEIR advantage not ours) billing is only done twice yearly. In the 6 months between bills they constantly propose to raise the monthly payments and once again you must phone and prove that their calculations are way off the mark.
I know, I am retired and I have the time to do all this, it is an absolute shame that we can no longer pay just what we use but have to finance the national greed without any intervention on the part of the appointed bodies.
It would be so much easier and fairer if all utilities companies published their tariffs. Beware of “comparison sites” too. They get a commission for every switch from the company they recommend.
We are being fleeced from every side.
First it was only operators and call centres that provided the screen between provider and user, now the web has succeeded in speeding up what? Npower takes ages to reply (when they actually do reply) to emails and any tariff change requested online or by phone cannot come into effect for 28 days.
Forget the web, the Pony Express was more efficient.
Rating is way below the only possible number.
I hope people are looking at the dates of these comments as they are all old. Npower have won awards for their service recently and are working very hard and spending millions to become customer friendly. Npower employee.
N-power, what a joke. Their call centres don’t open till 8am, if you have a gas problem you have no chance of speaking to any body.
NPower are a joke, I found there service a joke and very expensive. No one I know recommends them and their electricity is expensive Economy 7 more like Npower will take you for every penny they can!
I liked this site as it gave honest opinions as not every gas and electric company is fair, we all know this.
What a rip off being charged £70 because apparently all pre pay meters have been undercharging people. Is it our fault that the meters are faulty? No! but we still get charged for it. Or is it another ploy to rip poor people off? Npower what a joke
Npower are definitely one of the worst power companies out there, it’s only once you’ve tried a few that you realise the differences.
We have been through EDF, British Gas, Eon and now nPower. I had npower before and the worst thing about them was they pretend to be cheap then sting you with a massive bill after a year or when you leave (probably because their meter reading skills are about the equivalent of the painting skills of a bunch of colour blind hedgehogs in a paper bag). British gas are just dead pushy and not all that cheap either. Best combination of service/price experienced so far was Eon (used to be powergen). Never had any really unpleasant surprises with them. The only reason we switched to npower was because of a Mr Lewis ranting about capping. Wish we’d stayed put! Npower as usual are doing the same thing as they have many years before, stinging you with ridiculous backlogs of charges from miscalculated and non-existent meter readings.