Contents. Understanding your meter. Understanding your invoice. My Account Online in detail. Frequently asked questions. Glossary

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1 Useful information

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3 Contents Understanding your meter Understanding your invoice My Account Online in detail Frequently asked questions Glossary Get more with online services Key contacts

4 Understanding your meter Electricity meters explained As your supplier, we appoint a Data Collector who is responsible for collecting the readings from your meter. They ll aim to read your meters regularly, but if they have difficulty accessing a site, or if they re following a non read quarter, there may be times when they don t take a reading. A non read quarter is when the Data Collector doesn t visit a particular meter, perhaps because they re in a remote location. When this happens, we ll provide an estimated invoice, or use a reading you ve given us. Consistent readings will ensure your billing is accurate. We re very happy for you to take a reading yourself and let us know the readings. Here are some guidelines on how to read your meter. If we re unable to gain access to read your meter, you re obliged to put in place the necessary arrangements so that we can read your meter. If a site has a digital meter Please note the numbers as they appear from left to right, ignoring the last red number. If a site has a dial meter Read the numbers on the dials from left to right, ignoring the last red number. If the needle is between two figures, write down the lower figure. If it s between 0 and 9, write down 9. If a site has a two rate meter Make sure you provide us with both rate readings. If your meter has a single row of numbers showing the day rate, press the red button to see the night rate reading. How to give us your reading Contact our Customer Services Team with your reading on or submit it online at business/ customer services/provide a meter reading/ index.htm If your meter has two rows of numbers, the top one is the day rate, and the bottom one is the night rate. 4

5 Electricity MPANs explained Each meter point has a unique number, known as an MPAN (Meter Point Administration Number). This is allocated by the Distribution Network Operator. It s made up of two main parts: The core MPAN, which is 13 digits long this is unique and remains constant for the lifetime of the meter point. The first two digits are the Distribution Network Operator s reference number, and the last digit is the check digit. Supplementary data, which is 8 digits long this shows your Profile Class, your Meter Timeswitch Code, and the Line Loss Factor Code. S stands for supply number Profile class Meter timeswitch code Line Loss Factor code S Check digit Distribution Network Operator reference number Unique ref. number What if you lose your electricity supply? Check with your neighbours if they haven t lost their supply the fault is probably in your home. Call a qualified electrician for advice. If you have a prepayment meter, S check that you haven t run out of credit. If you have a power cut, call your electricity distribution company. Find your supply number on any electricity bill see the diagram and use the two digits at the bottom left of the supply number to find the short code and the number to call in the table on the right

6 Understanding your meter Gas meters explained We offer a range of different gas meters to business customers, including domestic sized and industrial and commercial meters. Gas meters are classed as either domestic or industrial and commercial by the amount of gas they can measure (the gas throughput ). Domestic-sized meters are designed for small to medium enterprises. A relatively low amount of gas passes through them. Industrial and commercial meters are designed for larger enterprises, and can read anything from medium to high volumes of gas. How they work If you have an imperial meter it will measure gas usage in cubic feet (ft 3 ). Alternatively if you have a metric meter it will measure gas in cubic metres (m 3 ). We re obliged by law to inspect all gas meters every two years to make sure that they re safe and accurate. A well maintained gas meter should have an average working life of 20 to 25 years. How to read your gas meter Looking very similar to car milometers, digital meters are easy to read. Numbers are displayed left to right on a number of dials. Depending on the meter there will be 4 to 9 dials. How to work out your gas bill 1. Subtract your previous meter reading from your latest meter reading. 2. If you have an imperial meter, multiply the result by 2.83 to find the volume used in cubic metres. 3. Multiply this figure by the calorific value shown on your invoice in MJ/m3. 4. Multiply the result by the meter correction factor shown on your invoice. 5. Divide the result by 3.6 to find the number of kilowatt hours (kwh) used. 6. Multiply this by the pence per kwh rate to find the cost of the gas you ve used. Gas tampering and theft Tampering with a gas meter to change the reading or bypassing the meter altogether isn t only dangerous, it s illegal. Anyone involved in stealing gas in this way ultimately makes gas more expensive for everyone else. Always read the meter from left to right. Your meter may have red dials or a circular dial at the far right of the display. Don t include these in your reading, they simply measure fractions of gas units. 6

7 Gas MPRs explained An MPR is a unique 6-10 digit number, which identifies a supply meter point. Every gas meter in the UK has a unique MPR assigned to it. Sometimes an MPR is referred to as an M Number or Meter Point Reference Number. Your MPR should not be confused with your gas account number or the meter serial number printed on the meter itself. MPR numbers are used when communicating with other parties involved in the gas process. If an MPR starts with 74, 75 or 76 then you should be aware that an Independent Gas Transporter pipes gas to your property. Irrespective of who the gas supplier is, all gas consumers have gas transported to their home or business by a licensed gas transporter. Gas consumers have the right to choose a supplier of their choice but they do not have the right to choose their gas transporter. This is because gas transportation is what is known as a natural monopoly, as it would be uneconomic to duplicate the network of gas pipelines. Carbon monoxide and safety Carbon monoxide is a highly poisonous gas that can kill. Any appliance that burns gas can produce carbon monoxide if it hasn t been properly installed or serviced. Any gas burning appliance must always have adequate ventilation. It is also recommended that gas appliances are serviced every year by a Gas Safe registered engineer. You should also check gas appliances regularly, looking out for any of the following: Staining or discolouration, as well as sooty deposits. A yellow or orange flame instead of the normal blue. A strange smell when the appliance is working. If you notice any of these signs, call What to do in a gas emergency If you smell gas DON T turn any electrical switches on or off DON T smoke, use matches or naked flames DON T use a mobile phone near a suspected leak DON T leave it to someone else to report the incident you could be putting yourself and others at risk DO put out naked flames DO open doors and windows DO keep people away from the affected area National Grid Gas is responsible for the gas network and operates a 24 hour emergency service to stop any gas escape completely free of charge. 7

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9 Understanding your invoice Half Hourly invoicing Consumption data from your meter is uploaded via a communications link every day. The readings are thoroughly checked before being passed to us for invoicing. Non Half Hourly invoicing A Data Collector should read your meters regularly - monthly, quarterly or every half a year. If for some reason they can t access your meter, we ll issue an invoice based on an estimated reading, which will be marked E on your invoice. Some Data Collectors have Non Read Quarters when they don t visit particular meters, perhaps because they re in a remote location. When this happens, we ll provide an estimated invoice, or use a reading you ve given us. Did you know? It is a statutory requirement to facilitate access for meter readings. Taking your own readings If our estimate doesn t match your actual usage, you re welcome to read the meter yourself and pass the data on to us. Make sure you take a note of all the registers, meter serial number and any code number on the display. This helps us make sure we have the right reading for the right meter. Meter displays can vary considerably. If you have any difficulties reading one, please get in touch and we ll help. Did you know? You can receive the same level of detail for Non-Half Hourly sites as you do for Half Hourly sites by having a smart meter installed. Ask your Dedicated Account Manager if you d like to know more. Automated Meter Reading (AMR) methods Automated Data Collectors system polls the meter for its data routinely Meter sends its readings automatically to the data Collector (or data retriever) or a central location for processing. 9

10 Understanding your invoice Your Half Hourly invoices explained 8 1 A N Other Any Road Any Town Any County Postcode Any Town -A0123 Any Road, Any Town

11 Key for diagram 1 1 Correspondence address 8 Invoice number Where we send the invoices and any correspondence. Supply address Where the electricity is consumed. Business account number Please quote this whenever you call us. Charge description For explanations of each charge, see the Glossary and Third party charges further on in this section. Climate Change Levy A government levy to encourage more efficient energy usage. Your supply number (MPAN) If you need to call us about a particular invoice please quote the invoice number. Contact number The number to call if you have any queries. Our contact address. If you lose your electricity supply, please call this number. VAT registration number Our VAT number. 13 VAT % rate The applicable standard rate of VAT applied to your electricity charges. Total now due Amount due for this account. 7 Energy consumption The metered consumption on which your invoice is based. 11

12 Understanding your invoice Your Half Hourly Supplementary Sheets explained ABC12DE Any Customer Any Town -A0123 Any Road, Any Town

13 Key for diagram 2 1 Supply period 5 Transmission Use of System When the electricity was supplied charges (also known as TUoS) to your site Load factor A ratio showing the efficiency of your usage (see Glossary for more information). Energy consumed A breakdown of the energy you used. Distribution Use of System charges (DUoS) Third party supply charges (see Glossary for more information) Third party charges for the transmission of electricity over the national grid. (See glossary for more information). Settlement and agent charges This includes third party charges including fees for settlement, data collection and data aggregation. Climate Change Levy (CCL) A government levy to encourage more efficient energy usage. The percentage of your total consumption exempt from CCL. 13

14 Understanding your invoice Your Non Half Hourly invoices explained 9 1 A N Other Any Road Any Town Any County Postcode A N Other, Any Road, Any Town Any County, Postcode A

15 Key for diagram 3 1 Correspondence address 8 Your supply number (MPAN) Where we send the invoices and any correspondence. Supply address Where the electricity is consumed. Business account number Please quote this whenever you call us. Charge description For explanations of each charge, see the Glossary further on in this section Invoice number If you need to call us about a particular invoice please quote the invoice number. Contact number The number to call if you have any queries. Our contact address. If you lose your electricity supply, please call this number. 5 Administration The standing charge plus any administration charges. 13 VAT registration number Our VAT number. 6 Green premium Charges relating to energy you have agreed to purchase from Good Quality Combined Heat and Power (GQCHP) or renewable generation VAT % rate The applicable standard rate of VAT applied to your electricity charges. Total now due Amount due for this account. 7 Meter read The reading(s) we have used to create this invoice. 15

16 Understanding your invoice

17 Key for diagram 4 1 Correspondence address 11 Energy consumption Where we send your invoice and any correspondence. Your gas account number Please quote this when you get in touch with us. Site reference Our internal reference for your specific site. Customer reference If you have an internal reference for the purchase order number for a specific site, it is shown here. Supply address Where the gas is used. MPR The Meter Point Reference Number. This is a unique number set up by your gas transporter to identify your meter point. MSN The Meter Serial Number. You can find this number on your meter. Billing period The dates of two meter readings, used to calculate the gas used. Calorific value The average energy content of gas in your area, as stated by the gas transporter. Correction factor This takes into account your local temperature and pressure conditions This shows the gas used in kilowatt hours. Contract rate The current contract rate in pence per kilowatt hour. Gas cost The total cost of the gas you have used. Climate Change Levy A tax to encourage businesses to use energy more efficiently. Standing charge These charges include meter provision, installation and maintenance. npower correspondence address. npower contact telephone number. Invoice number. npower Registered Office. Key to meter readings. 21 Value Added Tax The applicable standard rate of VAT applied to your account. 22 Total due (VAT inclusive) The total due for the gas used. 23 Giro Bank Payment Slip Use this slip if you are paying by cheque or cash. 17

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19 My Account Online in detail This is a free online service that lets you see your bills and consumption details online: View your latest invoices. Receive s letting you know your latest invoice is available (to set this up, contact your Online Account Administrator). Managing your details Change my details In this section you can update your name, address and telephone numbers and save any changes. Change password When you first log in you will need to change your temporary password. Your new password should be a mixture of letters and numbers between 7 and 20 characters long. For security reasons, the system won t let you use your name or obvious words like npower as your password. Edit user You can edit a user s details or profile here, and turn the notification on or off. First select the user you wish to edit, then click edit. It s always worth keeping the user profiles up to date; for instance, if someone leaves your company, make sure you delete them from the list. Tip If you re going on holiday for a few days, you can select another user to be the Online Account Administrator. To do this, first create a new profile for yourself, then log in under your new profile and transfer the administration rights. Managing users Create new user Let your colleagues access your online account by filling in their details here. Choose a user name for your new user. This must be between 5 and 20 characters long, and must contain either numbers or letters only. You can also choose for them to receive an when a new invoice is available to view online. You also need to choose a profile for the new user. The profile you choose will determine how they can use the service: Group Energy Manager they can access all sites. Useful for purchasing or facilities managers. Payment Manager they can access all sites and receive notification of new invoices for all sites. Read-only Regional/Area Manager they can access one or many sites, but can t make any changes. Regional/Area Manager they can view one or many sites. 19

20 Frequently asked questions 20 How can I get a meter installed at my property? If you have a commercial property please contact our new connections team on or visit npower.com/ Medium business/connection services/ Meter installations/index.htm How can I give you my meter readings? You can submit meter readings online here: npower.com/ Medium business/customer services/provide a meterreading/index.htm How do I read my gas/electricity meter? You ll find information about how to read your meter in these useful guides business/ Customer services/provide a meter reading/ How to read your electricity meter/index.htm business/customerservices/provide a meter reading/how to read your gasmeter/index.htm How can I switch to npower business? If you are a medium business customer simply contact our account managers on or newbusiness@npower.com to arrange a quote. How do I know if my bill is correct? If your bill is based on estimated readings then we will need an accurate meter read in order to provide you with an up to date bill. You can submit a meter reading here. If you are unsure about other charges on your bill then please contact our customer service team on How can I pay my bill? Direct Debit is an easy and simple way to ensure your bills are paid regularly. To arrange to pay by Direct Debit please contact our customer services team on What is kva? If your site(s) use significant amounts of power, you ll be charged kva, which stands for kilo volt amperes. It measures the demand that your site places on the distribution network. This is determined by the Distribution Network Operator (DNO), the charge is passed through to your company via npower. How do I make a complaint? We take complaints very seriously and, although we aim to provide you with the best possible service, we understand that sometimes things can go wrong. Our step by step guide tells you what to do if you have a complaint, and how we ll try to put it right. npower.com/medium business/customerservices/complaints/index.htm What is the difference between capacity and monthly demand? To make sure the Distribution Network Operator (DNO) can meet your electricity needs, a certain amount of power is reserved for each site. If your site(s) place a high load on the network, or if your usage is difficult to predict, the DNO allocate a specific capacity to you to ensure continued supply. Monthly demand is how much load your site is actually placing on the network. If your usage is close to or exceeds the agreed capacity, you may need to renegotiate a new capacity with your DNO. What are settlement and agent charges? These are third party charges to cover data collection and meter operation. What is Climate Change Levy? The Climate Change Levy was introduced by the government in 2001 to encourage businesses to become more energy efficient. The Levy is an important part of helping the UK meet its commitment to reducing greenhouse gas emissions. What is the administration charge? If your site is Non-Half Hourly, this covers the administration cost for the site, along with metering and data collection costs. For Half Hourly sites, the administration charge may be a third party cost raised by the Distribution Business, and your invoice will probably show metering and data collection costs separately. Why can t I read my meter? Unfortunately different sites may have different meters. Electronic meters have multiple displays which cannot all be viewed at once. There is normally a button which lets you see the displays in sequence. We can provide you with more details about how to read this type of meter please ask your Customer Relationship Manager or contact customer services on or yourbusiness@npower.com I didn t sign a contract, so why are you sending me an invoice? This may be for a couple of reasons: If you ve recently moved into new premises and the previous occupier was supplied by us, it will be deemed to continue until we re aware of a new occupier. At this point the new occupier becomes a deemed customer as a result of the provisions of the Electricity Act 1989, and it s in the new occupier s interest to advise us of their presence and consumption needs. If your current agreement with us has ended, we ll issue invoices on our default rates until a new agreement is arranged. If your current agreement with us has ended and you have told us that you re leaving, but you are continuing to get invoices from us, it may be because your new supplier hasn t registered you, so you should contact your new supplier as soon as possible. We have to continue to supply you at default rates until your new supplier registers you.

21 Where is my meter? If we have details of your meter locations on our system we ll be happy to give them to you. Please speak to your Customer Relationship Manager or contact us on My invoice address is wrong, can it be corrected? If any of your details need to be updated please let us know as soon as possible on or quoting your account number. I m moving premises what do I need to do? We will need at least 28 days notice of the actual date you are leaving. If your site has a Non-Half Hourly meter please could you read it on or near to the date you re leaving and let us have the details. We ll then calculate your final invoice. Please also complete the moving premises form. npower.com/medium Business/Moving premises/moving premises/index.htm I ve just moved into npower supplied premises do I need to read the meter? If you re the new occupier, please take a meter reading and let us know your details by completing our moving premises form. npower.com/medium Business/Moving premises/ Moving premises/index.htm How can I tell if my meter is faulty? If you think a meter isn t recording correctly please let us know and we can arrange for the meter to be tested. Please note, you may be charged for this if the meter is actually working correctly. Contact our customer services team on or yourbusiness@npower.com Distribution network operators (DNOs) are companies licensed to distribute electricity in Great Britain by the Office of Gas and Electricity Markets. What is my MPRN number? An MPRN, also known as a meter point reference number, is used to uniquely identify gas supply points. You will be issued with an MPRN upon completion of a new gas service installation. If you have moved into a new premises please and don t know your MPRN number please contact the M number enquiry line (formerly Transco) on How do I know what type of metering I need? Electricity Your required meter depends on your supply capacity (kva) as agreed with your DNO. Up to and including 100 amps you are likely to require Whole Current metering. Over 200 amps you will need Current Transformer (CT) metering as there will be more usage going through the meter. Gas The size of your required gas meter depends on your gas hourly load. Your gas hourly load can be found on your gas appliances. Every gas appliance should have a badge rating. The total input rating of all your gas appliances added together is your gas hourly load (this is normally in kwh, cubic meters, cubic feet or BTU s). If in doubt, please contact the manufacturer of your gas appliances or speak to a Gas Safe engineer. How often is my meter read? This depends on the Data Collector, your contract or meter reading agency concerned. To find out more, please speak to your Customer Relationship Manager or customer services on What is my MPAN number? An MPAN, also known as a Meter Point Administration Number, is a 21-digit reference used to uniquely identify electricity supply points. Your MPAN can be obtained from your Distribution Network Operator (DNO). 21

22 Glossary Available capacity The agreed amount of load that the distribution company ensures will be available for you. AQ The Annual Quantity of gas consumed at a particular supply point. BACS N Banking Automated Clearing System Direct Debit payments set up by the payer. Calorific value The energy content of gas. Capacity charges Distribution companies charge suppliers like npower for your available capacity. These third party charges appear on your bill as part of the DUoS charges. CCL N Climate Change Levy. A tax on business energy use to encourage energy efficiency. CCL declaration N When you declare that part of your usage meets the HM Revenue and Customs rules to be exempt from CCL. CHP Combined Heat and Power. Electricity generation where the heat generated as a by product can also be used by industrial customers. Combined Heat & Power Levy exemption certificates If you use energy from a Combined Heat and Power station you may be exempt from CCL and will be issued with a certificate, if you qualify for the exemption. Compressor stations Where gas is de pressurised to supply smaller premises. COR N Customer Own Read - a meter reading you have provided us with. Key N Electricity terms Gas terms Neutral COS N Change of Supplier the process for transferring you to a new supplier. COT N Change of Tenancy when you move from or to a new site. DA The Data Aggregator is the party appointed to take the meter information from the Data Collector and works out the value of the power your site has used. You probably won t have any dealings with the DA. By appointing our own DA, we can make sure settlement is as efficient as possible. There are DAs for Half Hourly and Non-Half Hourly meters. DC A Data Collector, or meter reader, is a supplier who is authorised to read and process your meter readings. You can appoint a DC yourself, but they must be accredited. There are DCs for both Half Hourly and Non-Half Hourly meters. Getting access to a site is crucial for the DC, so make sure that you give them as much information as possible, such as site contact numbers. De energisation This is when we remove a fuse or meter to make your metering system temporarily inactive. Disconnection N This is when the supply cable or other equipment is physically removed, permanently terminating a supply. Distribution The delivery of electricity to your site via the local network. This is the responsibility of the distribution company in your area. 22

23 Distribution network National Grid retained networks. DNO Distribution Network Operator - licensed to distribute electricity through their distribution network. DUoS Distribution Use of System a third party charge for the delivery of electricity to your site over the local distribution network. EAC Estimated Annual Consumption. EDI N Electronic Data Interchange a process for receiving invoices electronically via . EHV Extra High Voltage. End user N An industry term used to denote the energy consumer. Energisation The activation of a new meter or resumption of supply after a period of de energisation. Entry point Gas terminals where gas is introduced on to the NTS. Erroneous transfers N Any registrations that a supplier makes in error, or without the customer s authorisation. Exit zone These are areas of the UK, identified by postcode, where gas is supplied. Transportation charges will depend on the distance between entry points and exit zones. Gas Holders Where surplus gas is held during low demand periods. Gas powered power stations Some of the UK s electricity power stations are powered by gas. Gas terminals Inland reception points where gas is treated and quality checked. GT Gas Transporter. GSP Grid Supply Point. Half Hourly Meter A meter that records electricity usage for every half hour period, 24 hours a day, 365 days a year. HHD Half Hourly Data information gathered from half hourly meters for bill production. HHDA Half Hourly Data Aggregator. HHDC Half Hourly Data Collector. HV High Voltage. IDN Independent District Network. IGT Independent Gas Transporter. kva Kilo volt amperes. kwh N The amount of energy a 1,000 watt appliance uses in one hour. 23

24 Glossary LF Load factor a ratio showing the efficiency of your usage LLF Line Loss Factor this is a standard factor for any consumption that is lost between the grid supply point and the meter point. LV Low Voltage. MA Meter Administrator. MAM Meter Asset Manager. MAP N Meter Asset Provider - legal owner of a meter. MD Maximum Demand the peak demand recorded on a meter in a specific period. Meter N A device for measuring your energy consumption. Metering equipment N A range of equipment used to take in readings at your site, including meters, time controls, local switching devices, measurement transformers, data loggers and correctors. Metering protection equipment can include alarms, circuitry and data collection outstations. The Meter Operator/Meter Asset Manager may not be responsible for all equipment. Metering systems A meter or group of meters for which we register liability and set up a contract with you, the customer, the Meter Operator, the Data Collector and the Data Aggregator. Each system has a unique code, known as a Metering Systems Identifier. MOP Meter Operator responsible for your metering equipment. They install, commission, test and maintain your meter point. MPAN Meter Point Administration Number - a unique number provided for each meter point. MPR Meter Point Reference number. MSN N Meter Serial Number. MTC Meter Timeswitch Code the second part of the Market Domain data that describes the type of metering timeswitch at a particular meter. Multi rate Where a meter records usage on three or more registers to cover different times of the day or week. NGC National Grid Company. NHH Non-Half Hourly - a metering system that records cumulative usage. NHHDA Non-Half Hourly Data Aggregator. NHHDC Non-Half Hourly Data Collector. NGG National Grid Gas a Gas Transporter. NTS National Transmission System the UK gas pipeline. Objection N When a supplier tries to register a customer who is currently registered to another supplier the incumbent may raise an objection in certain circumstances. Objection removed N An objection that is justifiably challenged and removed. Objection upheld N An objection that is not justifiably challenged by the new supplier. 24