Welcome to npowerHere’s everything you need to know

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and welcome to npower

We’re really pleased that you’ve chosen us to supply your energy.

This handy booklet explains everything you need to know about getting started with us. It’s worth keeping safe if you ever need to refer to it in the future too.

Inside you’ll find plenty of hints and tips about getting the most out of our service, as well as some useful energy saving ideas.

We’re here to help, so please read on and make the most of the services we offer.

ContentsManage your energy 3

Meter readings 4

Ways to pay 5

Saving you money 8

Useful information 10

Smart meters 14

Manage your energy

Activate your online account for easy energy management

Not available for Windows devices.

If you haven’t done so already, now’s the perfect time to activate your online account.

It’s the easiest way to manage your energy supply going forward.

With an online account you’ll be able to:

View your bills and payments

Submit meter readings for accurate bills

Receive important account information by email

Pay your bills securely

See how much energy you’ve used and forecast future use with our Energy Tracker

Manage your Direct Debit payments

Manage your account from your mobile or tablet

To activate your account visit

npower.com/ welcome

Download the app at

npower.com/app Or directly from the App Store and Google Play

npower is committed to providing a simple, speedy and safe switch from one energy provider to another.

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Meter readings Ways to pay

Send us your meter readings for accurate billing

Regular meter inspections For safety reasons, we will inspect your meter every two years. We’ll be in touch when we need to do this, so there’s no need to do anything right now.

3 easy ways to tell us your meter readings

Use the app You can provide meter readings on your Smartphone or tablet with our handy app. You can also set up reminders for future meter readings.

Visit npower.com/welcome Log into your online account and select the meter readings option.

Call us on 0800 073 3000* Please have your account number and meter readings to hand before calling.

Sending us your meter readings is quick, easy, and means you pay for the energy you actually use rather than an estimated amount. We’ll let you know when we need your meter readings and give you a set timeframe in which to send them for each billing period. If you don’t send us your meter readings or are unable to send them in time, your bill will be based on an estimate.

Sign up for SMS or email remindersThe easiest way to make sure you send your meter readings at the right time is to get a reminder from us via text message (SMS) or email. You can sign up to receive these through your online account or at npower.com/meterread

If you have a Smart meter, we’ll take your meter readings automatically, so you don’t need to send them yourself.

Spread the cost of energy with Direct DebitWhy pay with Direct Debit? Paying your bills by Direct Debit allows you to spread the cost of energy into even chunks across the year. Rather than paying more in winter and less in summer, you pay about the same amount for each month – regardless of the season. This makes budgeting easier, as you’ll have a good idea of how much is due to come out of your account every month.

Direct Debit discountWe offer a discount on your fuel supply if you choose to pay by Direct Debit. You can find details of this at npower.com. If you stop paying by Direct Debit, you’ll lose this discount and move onto one of our non-discounted products. If this happens, we will confirm to you in advance that the discount is being removed.

How we work out your initial Direct Debit paymentsWhen you choose to pay by Direct Debit, we’ll make an estimate of how much energy you’re likely to use in the next year.

This estimate is based on:

The energy you’ve used over the past year (or typical annual consumption for a property like yours)

The tariff you’ve chosen Consumption information shared across the energy industry

We then calculate how much this would cost and split it into monthly instalments.

Reasons your monthly Direct Debit instalments could changeBecause your monthly instalments are based on a forecast, we need to review them twice a year to make sure you’re on track to pay for the amount of energy you have used. Most people find that their payments change after the review, since the amount of energy they actually use is unlikely to be exactly the same as we forecast.

We’ll aim to review your Direct Debit within seven months of you signing up and every six months after that. Any changes to your Direct Debit payments will be shown on your six-monthly statements.

npower.com/directdebitFor more information visit:

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The importance of providing us with meter readingsMeter readings allow us to make a far more accurate estimate of how much energy you’ll use over the course of a year. This means your monthly Direct Debit instalments are likely to be more accurate, and so won’t change quite as much after each six-month review.

If we don’t receive regular meter readings, we’ll forecast your usage using estimates or data that isn’t specific to you - meaning you could end up paying too much or too little for the amount of energy you use.

Paying too little means you’re not paying enough to cover your usage and your payments will rise at your next review to compensate for this. Alternatively, if your payments have been too high, you’ll receive a refund and your payments will be adjusted to reflect your lower usage.

Of course, if you have a Smart meter you won’t have to worry about sending us regular meter readings.

Use our Direct Debit Tracker to see if you’re paying the right amountIf you’ve activated your online account, you’ll be able to see whether you’re currently underpaying, overpaying, or paying just the right amount for your energy using our Direct Debit Tracker. When you enter a new reading into

the Tracker, it will show whether you’re underpaying or overpaying. You can then choose to get your monthly instalments back on track with a one-off payment or refund. Visit npower.com/welcome to activate your account and find out more.

What if I’m on a fixed tariff?

If you choose a fixed tariff, this means your unit price will not go up and down if energy prices change – but the overall amount you pay will still vary based on the energy you use.

How to set up a Direct Debit The best way to set up your Direct Debit is through your online account. If you haven’t done so already, you can activate your online account at npower.com/welcome. You can also set up a Direct Debit by calling us on 0800 073 3000*.

Important to remember Direct Debit payments in the energy industry are different to those you may be used to. Most energy suppliers, including us, adjust them on a regular basis according to how much energy you use which can be affected by unusual weather, your consumption behaviours and even the age of your appliances.

If you can’t pay your bills, we’re here to helpIf at any time your circumstances change and you have trouble keeping up with your payments, please get in touch.

The easiest way to do this is by talking to a member of our support team through our live chat service at

npower.com/contactusor call us on 0800 073 3000*

Other ways to pay

Paying when you receive your billIf you prefer, you can pay for your energy after receiving a bill. We send these quarterly, and they are based on the meter readings that you provide us. If you’re unable to send us your meter readings for any reason, your bill will be based on an estimate. When you receive a bill you’ll need to settle it in full within 14 days of the bill’s date. Please also be aware that this payment option is only available if you have chosen an eligible tariff. You can pay your bill online at npower.com/login

Regular payment plansThis is where we arrange a plan with you that covers the cost of energy you’ll use in the future, plus any outstanding amount you owe on your account. Just call us to talk it through.

Prepayment meterWith a pre-paid key or card you can top up your account by going to any PayPoint, Payzone or Post Office outlet. We’ll send you a list of nearby payment points when we start supplying your energy and send you a statement once a year that shows you how much energy you’ve used and the payments you’ve made.

Ways to pay

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1°C = £85

For every 1°C you turn down the thermostat in your home, you could save around £85 each year on your fuel bill. So if you’ve got yours set higher than 21°C (the recommended setting for most homes), why not try turning it down one degree each week until it reaches 21°C?

You probably won’t notice the difference it makes to your home, but you’ll certainly notice the difference it makes to your bill.

(Source: Energy Saving Trust, January 2017).

Improve your circulation

Think about how air moves around your home. If you’ve got a room you don’t spend much time in, try switching off the radiator and keeping the door shut. You’ll save money by not heating a room you don’t use and by only circulating warm air in the rooms you do.

On the other hand, if you’ve got rooms that regularly get the sun, leave the doors open so the warm air can reach the rest of the house.

Finally, keeping curtains shut (particularly at night) can help prevent heat disappearing out of the window.

Light the way

A few small changes to how you light your home can make a big difference. For a start, make the switch to energy efficient lightbulbs (if you haven’t already). Replacing just one traditional bulb with a Compact Fluorescent Lamp (CFL) of the same brightness could save you up to £5 per year.

(Source: Energy Saving Trust, January 2017).

‘Standby’ doesn’t mean off

Whether it’s your TV, your chargers or your laptop, being on standby means it’s still using energy. In fact, if anything’s looking at you with a little LED light, it’s still switched on.

And you’d be surprised how much energy you could save just by turning it off at the wall. If you think you’ll forget, you could try using an automatic timer plug for the devices you’re likely to leave on standby overnight.

Avoid the night shift

Plenty of us turn the dishwasher on before we go to bed. But many of us don’t realise that once it’s finished its programmes, it’ll just sit there using energy for the rest of the night until you switch it off in the morning.

So, whenever you can, use it during the day so you can switch it off once it’s done.

Look after your boiler

Most of us only think about our boilers when they break down. And by then, of course, it’s too late. But by keeping an eye on your boiler and ensuring it’s well maintained, you’ll prolong its lifespan and keep it running at optimum efficiency all year round.

Six ways you could save time, money and energyThere’s no need to spend ages monitoring your energy usage. You can cut your gas and electricity consumption and save money by making just a few small changes – like the ones below. They might seem obvious, but check to see how many of them you’re actually doing. Even just a couple of changes to your energy habits could save you money.

Saving you money

npower.com/energyefficiency

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Your rights You’ll find full details about your rights and how we’re regulated in the Terms & Conditions. You’ll also find all of these details online at npower.com

Consumer guidanceIt’s easy to get independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to

make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To ‘know your rights’ visit www.citizensadvice.org.uk/energy for up-to-date information or contact the Citizens Advice consumer service on 03454 04 05 06*.

Making life easier

What if you smell gas?

What if there’s a power cut?If your energy supply is interrupted by a power cut, please call 105 (no charges apply). 105 is a nationwide number that will put you through to your local electricity network operator – the company that manages the cables, wires and substations that bring electricity into local homes and businesses.

If your Network Distributor identifies that there’s not a problem with your supply, there could be a fault internally and you will need to call a qualified electrician.

Useful information

Guidance, rights & adviceMoving house?If you’re thinking of moving home or you’re a landlord, letting agent or housing association that’s getting a new tenant, it’s important to let us know as early as possible that things are changing.

If you want to let us know by calling us, please do this within four days of the relevant date.

If you want to let us know online, you can do this at any point leading up to the change.

That way, we can ensure that everything goes smoothly.

For full details of what you need to do, take a look online at

npower.com/movinghome

Or call us on 0800 316 8558*

Help is at hand if you need it and you’re eligible

Priority ServicesIf you require additional help or support, you can choose to join our Priority Services Register free of charge.

Once on the register you’ll be able to request things like having your bills and other communications provided in special formats (such as audio, large print and Braille), Minicom and textphone services, and interpretation services if your first language isn’t English.

or call our Priority Services Team on 0808 172 6999*.

Warm Home DiscountWe offer a Government-approved energy discount scheme to help vulnerable households in England, Scotland and Wales. You can find out more about this at npower.com/spreadingwarmth

To apply for the Warm Home Discount, please call us on 0800 980 5524*.

npower.com/priorityservices

Move to a safe place away from the gas leak and call the 24-hour gas emergency service.

Open all the doors and windows

Check to see if the gas has been left on or a pilot light has gone out

Turn the main gas tap on the pipe leading into the meter to the ‘OFF’ position

Turn off the gas meter at the valve.

National Gas Emergency Service: 0800 111 999*

To find your local electricity distribution company go to: npower.com/electricitydistributors

To find out more visit

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Sometimes things don’t work out as we expect them to. If that happens then we’ll do our best to put things right as quickly as we can.

If you’d like to make a complaint, please follow these steps:

Step 1: Let us know what’s wrong

Get in touch with our Customer Services Team to give us the opportunity to put it right.

call: 0800 316 9328* (select option 1) from a landline or mobile, or 0800 413 016* from a minicom/textphone

email: complaints@npower.com

or write to: Complaints Team, npower, PO Box 177, Houghton-le-Spring DH4 9AQ

the problem which you can either accept or reject. If you accept their decision, we will then follow their recommendation.

The types of resolution include an apology, explanation, corrective action and financial compensation in appropriate circumstances.

Please note the Ombudsman Services: Energy will not consider your case unless you have followed our complaints process.

You can contact them:

call: 0330 440 1624* (textphone 0330 440 1600*)

write: Ombudsman Services: Energy, PO Box 966, Warrington WA4 9DF

email: osenquiries@os-energy.org

website: ombudsman-services.org/energy

Alternatively, if you bought your energy online, you could use the Online Dispute Resolution (ODR) platform at www.ec.europa.eu/consumers/odr to try to settle the dispute by completing the online form. Please do not do this until you have followed our internal complaints process as set out above. As part of the ODR process we need to agree with you which dispute resolution body needs to hear your complaint. If we can’t agree then your complaint will not be processed further - please see the site for more information.

Step 3: If you’re still unhappy

If you remain unhappy or we haven’t been able to resolve your complaint, our Specialist Complaints Team will refer your complaint to our Escalated Complaints Team for review.

We will review all the actions we’ve taken to resolve your complaint. We’ll then contact you to discuss our final position. You can contact our Escalated Complaints Team using the details below.

call: 0800 316 9328* (select option 2) from a landline or mobile, or 0800 413 016* from a minicom/textphone

email: escalated.complaint@npower.com

or write to: Escalated Complaints Team, npower, PO Box 177, Houghton-le-Spring, DH4 9AQ

Step 4: If you’ve followed steps 1 to 3

If you’ve received our Final Position letter or we haven’t been able to resolve your complaint within eight weeks, you have the right to take your complaint to Ombudsman Services: Energy. They offer a free and impartial service to gas and electricity consumers. Following an investigation, the Ombudsman can recommend ways to resolve

Step 2: What happens next

Many issues can be resolved straight away, but if your complaint is more complex and can’t be resolved within a day of contacting us, we’ll pass your complaint to one of our Specialist Complaints Teams and provide you with their contact information. We aim to resolve more complex complaints within 28 working days and we’ll keep you updated on progress throughout.

Email our DirectorAs one of our customers you are very important to us. We know we don’t always get it right at times when you need us the most, and our team is working hard to improve the service we deliver. If you have feedback on the way that your complaint has been handled, our Customer Services Director, Chris Thewlis, would very much like to hear from you.

Please feel free to email Chris and his team at: christhewlis@npower.com

Independent adviceThe Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues and can be contacted at any stage during your complaint. Visit: www.citizensadvice.org.uk/energy

Or call the Citizens Advice consumer helpline 03454 04 05 06* (textphone 18001 03454 04 05 06*).

And if you’d like to better understand your rights as an energy consumer, you can read the ‘Know your rights’ leaflet on our website.

This has been produced independently by Consumer Futures in partnership with Citizens Advice and Citizens Advice Scotland. Visit: npower.com/knowyourrights

Useful information

What to do if you have a complaint

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Smart meters

Smart meters are here We’re committed to installing Smart meters in the homes of all of our customers by the end of 2020, including new customers like you.

If you’ve had Smart meters installed by a previous supplier, we’ll check to see if we can operate them. If not, we’ll treat them as meters which aren’t Smart until we are able to replace them. Either way, it’s at no extra cost to you.

No more meter readingsHaving a Smart meter installed in your home allows us to collect meter readings automatically – so you won’t have to send them or wait around for someone to come and take them*.

The readings are collected at set intervals, and the timing of these intervals will depend on the level of consent you give us.

With a constant, reliable supply of meter readings, we’ll be able to base your bills on the amount of energy you’ve actually used, rather than on an estimate of how much we think you’ve used. In short, your bills should be far more accurate.

Save energy, save moneyWhen we install a Smart meter, we’ll also provide you with a Smart energy display. This will show you how much energy you’re using at any given moment, as well as how much it’s costing you. Pop the kettle on and you’ll notice your energy consumption goes up in an instant.

With a clear picture of how much each device is costing you in terms of energy and money, you’ll be able to make more informed decisions about where savings can be made.

Your Smart energy display will also show your historic energy use and allow you to set targets for the future.

The benefits of having a Smart meter

How to get a Smart meterYou don’t have to ask for a Smart meter. We’re installing them in the homes of all of our customers. When it’s time to fit yours, we’ll be in touch.

In the meantime, if you’d like to register your interest in having a Smart meter installed in your home, or would just like to find out more about Smart meters in general, please go to

npower.com/smartThe Smart Energy Display. Actual model may vary from the one shown.

* You’ll only receive an estimated bill if there’s a problem collecting a reading. Generally the only time we’ll need to visit you is when we’re required to carry out a routine safety check.

*Phone calls: We may monitor and/or record calls for security, quality or training purposes. Calling us on an 0800 or 0808 number should be free from all mobiles and generally free from all landlines. The cost of calls to other companies or organisations may vary, please check with them and your provider for exact charges.npower is a registered trademark and is the trading name of Npower Limited (Registered No. 3653277), Npower Gas Limited (Registered No. 2999919), Npower Northern Limited (Registered No. 3432100) who also act as an agent for Npower Northern Supply Limited (Registered No. 2845740) for the supply of electricity, Npower Yorkshire Limited (Registered No. 3937808) who also act as an agent for Npower Yorkshire Supply Limited (Registered No. 4212116) for the supply of electricity. All registered in England and Wales. Registered Offices: Windmill Hill Business Park, Whitehill Way, Swindon, Wiltshire, SN5 6PB.

npm12186/MM20176/01.17

npower.com

If you require information in large print, Braille or audio CD, please contact our Customer Services Team on 0800 073 3000* from a landline or mobile, or 0800 413 016* from a minicom/textphone and we’ll do all we can to help.

Need your information in an alternative format?