Contact Details
Npower
PO Box 93
Tyne House
Birchwood Drive
Peterlee
SR8 2XX
Contact Information
- Electricity Enquiries 0845 714 5146
- Gas Enquiries 0845 790 6050
- Electricity Minicom 0845 603 0652
- Gas Minicom 0845 070 2105
- 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
Comments
- Is this your gas company?
- Do you have any comments on the service they provide?
- How do you rate their customer service?
Please leave your comments so that others can gain advice on the service provided by this company.
NB: We have no connection with the gas companies, if you have a specific enquiry relating to your service, please contact the company direct.
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.
Posted by John Stewart, 25th February 2008Having moved house a year ago, I rang npower and gave them my details and a meter reading. After 3 months had gone by and no bill had arrived I rang them to see what was going on, I was told that it was being dealt with, there was a backlog and I would have plenty of time to pay my bill when I eventually got it! I have called every month since, Finally 11 months after moving into my new house I have received a bill. The meter reading was an estimate (dated 03/12/07) and the bill is dated 31/01/08 - does this mean I have been charged retrospectively? I have never known such poor treatment (I can't bring myself to use the word service) of customers in my life. Npower and I will be battling this one out for a while but in the meantime I am most definitely switching to a company who know what customer service is!!
Posted by Vicki Mordue, 03rd February 2008I wish that npower would put up a list of pay points where you can use their gas cards.
Posted by Johnd, 07th January 2008Being the first to announce a massive price increase all their existing customers should switch supplier immediately and then we might see how much they can reduce the price by. This is what the French would do.
Posted by Peter Harland, 06th January 2008If you can talk to anyone out of hours about a problem with your gas meter then I'll give you a million pounds, bad service.
Posted by Emma Cousins, 29th December 2007This company has made bungling incompetence an art form, I am totally dismayed at the lack of service. I moved into a property and could not make sense of the meter readings. I found out that they had put a recycled meter on the property but had not zeroed the meter. Over the past four years I have explained this to them, but they totally ignore this fact and send bills for several thousand pounds based on estimates. The next bill showed they had cancelled the money owed and had put in a new meter, I checked, guess what, it's the same old meter, but with more cobwebs round it. I now have a new bill based on this so called, new meter. For the last quarter £700, estimated. They have sent several letters since, saying they will have to estimate bills because they cannot make sense of the readings on their NEW METER. Rating: Don't get me started.
Posted by Les Gomery, 19th December 2007I have NEVER known a company like it!!They messed me around constantly with my direct -debits taking the agreed payments out on the wrong day and for the wrong amount, so consequently giving me the hassle of bank charges on top as I did not have all the money in the bank at the time.I have not heard a good word about them.Npower; the name STINKS.!!!
Posted by Cheryl Mcmahon, 07th December 2007Extremely poor service, incorrect billings for addresses I haven't lived at, monthly payments that have more than doubled, owing money and not being told only to be threatened by debt collectors. Absolutely ridiculous.
Posted by Emma Smales, 03rd October 2007Hey come on Guys, all companies have their problems. Npower actaully won an AWARD for there excellent customer service.
Posted by John Mathews, 20th September 2007Customer services? You are joking! I have never had such poor service ever. I don't receive bills then get a reminder that takes over 3 weeks to arrive even though I haven't had the original bill. I received a bailiff letter giving me 7 days to pay 8 days after the date I was threatened with!! I called and was told that it wasn't their fault as it had gone out on time, I suggested that as they were the customer of TNT Mail services they might like to investigate how long their mail took to get to theri customers - they said it was nothing to do with them. I was prepared to give them a second chance but it's happened again so I am going to change suppliers. nPower? They just are not good enough.
Posted by Tom Baker, 21st July 2007Worst experience ever with npower, I imagine they think of a number and times it by 12 and then a nought on the end to work out your monthly bill. The customer service is laughable, these people have surely never had customer service training in their lives! Phone lines are a minimum of a 40 minute wait. Npower will take no responsibility for anything and have lost some of my payments. If paying by card over the phone be sure to get your authorisation code from them...you might need it! Expensive, dreadful was going to say service but not by any definition of the word can you call them that! Grudgingly rated them one because couldn't rate in the minus!
Posted by Bonnie Norton-firth, 05th July 2007