1 We want to know what you think Please tell us what you think about npower. We have asked Ipsos MORI, a leading independent research company, to help us collect feedback to improve the services we provide. This survey is for general feedback. If you have a specific query regarding your energy account and need help, please contact our customer service team. Fold here Position the arrow somewhere between the two faces below depending on how you feel about npower Please tell us why you feel this way. Fold here Our Customer Charter: a commitment to providing quality service Moisten here Moisten here UK Moisten here
2 We re listening to our customers Our Customer charter: a commitment to providing the best service we possibly can What s inside 02 It s all about you! 03 Our commitments at a glance 04 Quality service 06 Fair pricing 08 Environment 10 New technology 12 Community investment As a leading energy supplier in the UK, we have millions of customers, both residential and business. And we know that, without you, we wouldn t exist. We ve been around as npower for 10 years now. It s been a turbulent time and still is with rising energy costs among all the other expenses you have to deal with. So above all, we know you want to save money. And we do everything we can to help, while still giving you great service. We re spelling out our commitment to you in this Customer Charter, to tell you a little more about the ways we re helping you. We hope you ll see that, when it comes to customer service, we really do want to give you the best. Julie Jaglowski Customer Services Director
3 It s all about you! Our commitments at a glance We have 6.6 million customers from homeowners to businesses. That s a lot of important people. And what you want from us differs from person to person. So how do we find out what you want? Simple: we ask and then listen. We run satisfaction surveys every month to understand how we re doing and where we need to focus our attention. We talk to customers directly to understand what s important to you. To make it even easier for you to tell us what you think, we re also launching a customer feedback form where you can tell us when we re doing something right, and show us where we could improve things. You can join in by searching for npower at Listening to our customers We listen to our customers and act on the feedback we receive. Quality service We ll always go that extra mile to provide the quality service you deserve. UK Fair pricing We have easy to understand bills and fair pricing. Environment New technology Community investment We re committed to help our customers reduce their costs and their carbon footprint. We invest in new technologies to improve our service to our customers. We re dedicated to investing in the communities around us.
4 Quality service we ll always go that extra mile to provide the quality service you deserve UK If you need to speak to us, it s easy Our UK call centres are open when you re most likely to call: 8am to 8pm during the week and 8am to 6pm on Saturdays. We ll answer your call as quickly as possible (but we won t rush a conversation, so there may sometimes be a delay before we answer). If you don t want to wait, there s QueueBuster where we call you back free of charge as soon as we can. You can deal with us online too You ll find clear contact details on our website, at There s also an FAQ area to answer your questions. Our Online Account Management facility is easy to use. Or you can write to us at: Customer Service PO Box 93 Peterlee SR8 2XX We re ready if you need extra help Our Warm Response Team (phone ) can tell you about assistance for vulnerable customers, any government help available, and free home improvement programmes. Our First Steps scheme (phone ) helps if you re struggling with your energy bills through special tariffs and applications for funding and grants. We ll also help anyone whose English isn t too good We can talk to them through a translator. They ll need to ask someone to call us first, to tell us which language they speak. And if you have hearing or speech difficulties You can contact us on textphone please call If something goes wrong If you have a query or a problem with our service, we ll do our best to resolve it quickly. We always aim to respond to letters or s within 24 hours. But some questions may take longer to answer, so we have a team dedicated to sorting out the more complex problems. They guarantee to explore the situation fully, and to provide a written response. They ll also give you further help and advice if you feel you d like another party to become involved. We hope you ll never need them, but if you do, you can contact them on or you can write to us at: Customer Service PO Box 93 Peterlee SR8 2XX
5 Fair pricing we have easy to understand bills and fair pricing We re investing billions of pounds to ensure we continue to supply you with affordable, sustainable energy supply. From time to time, we do have to make pricing adjustments. But we ll always tell you within 30 days how these changes affect you. Most importantly, we help you understand what energy you ve used how much you need to pay when you need to pay it. Here s how we do it We ve been working with customers to make our bills as clear and easy to understand as possible. We re a regulated energy supplier, so there s lots of information we have to provide but we keep this as short and straightforward as we can (with support from the Plain English Society). Where possible, we base your bills on the actual energy you use but if we don t have an up-to-date reading, we have to use an estimate. To keep your bills as accurate as possible, you can submit meter readings either online at or by calling hours a day, 7 days a week. We also offer an reminder meter read is now due service, where we ask for your meter reading just before your bill is due. And even if we do have to send you a bill based on an estimate, you can still call us with a meter reading and we ll send another bill straight away. And we give you three ways to pay for your energy 1. By Direct Debit. 2. Online or by phone when you receive your bill. 3. Pay as you go using one of our pre-payment meters. Each has its own advantages, including discounts and rewards. Our friendly advisers are always happy to talk about what would be the most appropriate, and rewarding, choice for you. More about Direct Debit It s the easiest and most convenient way to pay for your energy because it allows you to spread the costs over the year. We reward you with discounts if you choose to pay this way. If you have any concerns about Direct Debit, there s a special video to explain the benefits visit Some people worry about big companies holding onto their money when a credit runs up on their account. But rest assured, we ll refund the balance, if you wish, if your account comes into credit at any time. For more information, visit Ideally, we don t want your account to run up a credit or a debit. And to make sure you re paying the correct amount, our service teams will assess your account every six months. They ll check that what you re paying matches the energy you re using and tell you about any reduction or increase necessary to keep your account on track. Help if you re worried about your bills Our UK-based customer service teams are always ready to talk through any questions or concerns you might have about your account. Our Warm Response Team is ready to help vulnerable customers. Our First Steps advisers are available to help people struggling with their energy bills. We ll tell you all you need to know about the latest government assistance programmes and grants, and give you information on free home improvement programmes and support.
6 Environment we re committed to help our customers reduce their costs and their carbon footprint It s our job to supply sustainable, affordable energy so we have to make the most of what we have without wasting it. Some of the steps we re taking Our renewables programme brings together the latest technologies to ensure we can generate acceptable levels of energy from renewable sources. Our Juice tariff was the first to apply to energy generated from purely renewable sources. We developed it with Greenpeace almost 10 years ago, and you can still sign up to it at no extra cost. And each year, we donate 10 for every Juice customer to a fund for exploring technological advances in marine research. We re working with the National Trust to develop a green energy tariff for its members: National Trust Green Energy. We re also helping fund low carbon activities in some of its villages. We re committed to helping the Government reduce the UK s carbon footprint. It s called the Carbon Emissions Reduction Target, and because we support it, you can benefit from subsidised (sometimes free) home improvement measures. And we re helping you take some steps of your own We encourage you to look at how you use your energy. We don t expect everyone to be an expert in energy, so we have specialist teams who look at individual homes or businesses. They offer advice on those little extra steps helping the environment and, of course, reducing energy costs. Our Energywise Team is ready with personal advice, and general helpful tips are always available at Our Climate Cops programme takes children of all ages through activities aimed at inspiring them in all things energy-efficient and environmental. Visit for more information.
7 New technology we invest in new technologies to improve our service to our customers We invest in new technologies in order to provide innovative solutions to improve accessibility and reduce estimated bills. You can request an energy monitor at This will help you see how much electricity you re using, and which items use the most energy so you know where you can make savings. Smart meters enable you to see both gas and electricity usage, and to make changes as appropriate. They also enable us to give you advice and support tailored to your specific needs and they will help us get rid of estimated bills. Our Smartpower programme is at the forefront of this new technology. For more information on smart metering, visit smartpower. Online billing is easy and energy-efficient. If you switch to this paper-free, environmentally friendly approach, we ll give a 10 thank you. For more information visit
8 Community investment we re dedicated to investing in the communities around us We believe that putting our gas and electricity into the community isn t enough. We re dedicated to putting our personal energy and passion into the community as well. NPOWER LTD FREEPOST MID21122 WORCESTER WR4 9ZD Here are some of the ways we re helping communities We ve been awarded the Business in the Community CommunityMark for our programmes of activity the first energy company to be recognised in this way. Our schools and education programme, Climate Cops, takes children of all ages through tailored activities aimed at inspiring them in all things energyefficient and environmental. We even asked the kids themselves to help build the programme, from the name to the activities they take part in.