What is the best customer service number for npower?

*This website advises that calls to 084 numbers cost 7p/min plus your phone provider’s access charge.

npower is one of the UK’s top energy companies, providing gas and electricity to more than 5 million residential and business customers in the UK.

Before You Call npower

Save time by preparing before you call the npower contact number by having these items to hand. Lines are open 8am-8pm Monday to Friday, and 8am-6pm on Saturdays.

• If you are an existing npower customer, please make sure to have your npower account number and your latest meter readings to hand when you call.
• If you are a new customer, or are interested in finding out more about npower’s services, please have your home address, including your postcode, and your phone or mobile phone number to hand when you call.

You may also find it helpful to have some information about your house type and details about existing features of your home (such as the type and extent of insulation, and the type of boiler you have installed) before making your call. An npower helpline representative will be happy to take you through the tariffs that should be most helpful for your energy needs, and will also be able to discuss the features and improvements available which might help make your property more energy-efficient.

FAQs

What can I do if I am having trouble paying my bills?

If you are an existing npower customer who is having issues paying your bills, please call the npower phone number and discuss the issues with a customer service representative as soon as you become aware of them. A customer service representative will ask you some questions about the bill, and will talk through your circumstances with you to help you find which payment options will work best for you to be able to pay both this bill and be sustainably able to make your future payments. Depending on your circumstances, there may also be some additional help and support the npower customer service representatives are able to offer you.

I’m an existing customer who is moving house – what do I need to do?

Contact the npower customer service helpline and a customer service representative will be happy to help you out.

You will need to call no later than ten days before you are due to move, and you should have to hand:
• Your account information
• Your new address (and information about the property such as the type of property it is)
• The date you stop being legally responsible for the existing address
• Final meter readings (unless you have a Smart Meter)

How can I send my meter readings to npower?

There are three ways you can send in your meter readings:
• You can call the npower automated service line 24 hours a day, and the automated call handling system will allow you to send in your meter readings at any time. Please make sure that you have your npower account details to hand before you call.
• You can download the npower app for your Smartphone or tablet, which will allow you to directly enter your meter readings
• You can log in to your npower account and directly enter your meter readings this way

About npower

npower is owned by the Innogy Group, which is one of the top European energy groups. The only UK energy company with triple certification from the Carbon Trust in management of energy, waste and water, they have an ongoing commitment to sustainable practices within their own operations, and to encourage both residential and business customers to do so while improving their energy efficiency and saving money.

How can I manage my npower account online?

Simply go to the npower website and register for an online account. You may need to enter your account number which can usually be found on a recent bill. Once you have registered, you should be able to log in online and manage your npower account and bills. Contact n power customer service if you are experiencing difficulties.

How can I submit my meter reading to npower?

The easiest way to submit your meter reading is by logging in to your online account and entering your reading into the relevant field. If you would rather not sign up for an online account, you can still submit your meter reading online via the ‘Send A Meter Reading’ form on the npower website.

My direct debit amount to npower has changed – why?

Npower usually checks how much energy customers have been using a couple of times per year. After checking your usage, npower may adjust the cost of your bill to a higher or lower amount according to how much energy you have used. If your bill has gone up, it may be due to the fact you have used more energy in recent months. This often happens during the winter when customers use their heating system more frequently. If you believe there was an error on your bill call the npower number listed above.

My direct debit account is in credit – can I get a refund?

Npower customers usually receive an annual review of their account. At this point, you may find that your account is in credit. If you have over a certain amount of money in your account – usually a few pounds – npower should attempt to refund this money to you automatically.
If your account is in credit but you have less that the required amount for an automatic refund, you may have to request a refund or you can leave it in your account to pay a future bill.
If you receive more than one type of fuel from npower, such as electricity and gas, and one account is in credit but the other is in debt, npower should attempt to use your credit from one account to pay off the other account’s debt.
To request a refund for an account in credit, get in contact with npower directly by calling the npower customer service number above.

What is a ‘Smart Meter’ and will I get one?

A ‘Smart Meter’ is a gas or electricity meter that digitally sends meter readings to npower. The company intends to replace all older models with smart meters in the next few years. You are likely to get a smart meter if you are with npower until at least 2020.

What do I need to tell npower if I’m moving home?

If you are moving out of a property powered by npower, you should tell the company when you move out of your old address as well as when you move into your new address. You should also inform npower of your final meter reading and your new address. Npower should then be able to help you close your old account and, if you would like to continue being a customer at your new address, open a new account. You can submit all of the information online via your online npower account. Alternatively, you can inform npower of your move over the phone by calling the npower telephone number above.

What is ‘Live Chat’ and how can I use it?

‘Live Chat’ is npower’s online contact system that customers can use to get help and advice. Simply go to the npower website and click on the ‘Live Chat’ option. Type your question or query into the box and submit. Then, a npower customer services representative should respond as soon as possible with written advice. Keep in mind, Live Chat is not a 24/7 service, so you can only use the service during opening hours.

How can I get a prepayment card/key for my prepayment meter?

If you have just moved into a new house with a prepayment meter, the key or card should have been left behind. If the previous occupants have not left you the card/key, or your card/key has been lost or broken, contact npower to request a replacement. Keep in mind, it may take a few days for the replacement prepayment card or key to reach you. In some cases, you maybe be able to buy a replacement at a local store, but you may have to speak to an npower customer service representative to find out of this is possible in your situation. To begin the process call the n power number at the top of the page.

I’ve got no electricity – who should I contact?

If you are a prepayment customer, check that you have credit on your electricity meter. If you do not use a prepayment meter and you have no electricity, you should call your local electricity distributor to report the problem. You can find the phone number for your local distributor on npower’s ‘Electricity Distributors’ webpage. You may also be able to reach your local distributor by dialling 105 from most UK telephones – this is the current nationwide number for local electricity distributors, at the time of writing. If there doesn’t seem to be an electricity fault in your area, you are recommended to get in touch with an electrician who should be able to solve the problem.

Postal Address

To contact them by phone you can reach them by calling the n power number listed above or send them a letter via the n power contact details below.
Windmill Hill Business Park
Whitehill Way
Swindon
SN5 6PB

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