Npower Review

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Tariffs | Price | Customer Service | Reviews | App/Website | Fuel Mix | Billing | Smart Meters | FAQs

Npower Review Summary

PROS:

  • Excellent website and app
  • Rolling out free smart meters to its customers
  • Accept pre-payment customers

CONS:

  • NPower has been winding its business down since its takeover by E.on
  • Energy is not very environmentally friendly
  • Extremely bad TrustPilot rating

Who are Npower?

Swindon-based NPower were formerly known as Innergy. They were one of the Big Six energy companies in the UK and had roughly 2.3 million customers.

In 2011, NPower became the first UK energy supplier to offer a tariff that had been specifically designed for the owners of electric vehicles. However, their environmental credentials are not as good as many of the other energy suppliers. They no longer offer the electric vehicle tariff and only around a quarter of their electricity comes from renewable sources.

Following a planned merger with SSE which was aborted in December 2017, the business was taken over by E.on in 2019 and is in the process of transferring its customers to E.on with the NPower brand being wound down. They employ around 5,500 people, having announced at the start of 2019 that 900 people would be redundant.

What tariffs do Npower offer?

NPower offer just three tariffs to new customers. Two are fixed rate tariffs and one is a variable tariff.

The fixed-rate tariffs are fixed until August 2021 and August 2022 respectively. If they are able to have a smart meter fitted, customers must agree to this being done if if they want to take advantage of these tariffs.

The fixed-rate tariff ending in August 2021 is only available to customers who pay by monthly direct debit and there is a £30 exit fee per fuel. Customers are also required to manage their account online.

The fixed-rate tariff ending in August 2022 does not require payment via direct debit and there are no exit fees. There is also no requirement for customers to manage their accounts online, although online account management is available.

The variable-rate tariff can be used by anyone, including pre-payment customers. There are no exit fees and customers are not required to manage their account online.

Although NPower were the first UK energy supplier to launch a tariff designed for electric vehicle owners in 2011, they no longer offer such a tariff. However, they offer Economy 7 which can make it cheaper for customers who charge their electric vehicles overnight.

They also offer a ‘feed-in’ tariff.

How do Npower compare price?

Which? only score NPower two out of five stars for value for money and many of the complaints on TrustPilot mention the fact that NPower overcharges.

What do other Npower reviews say?

Citizen’s Advice ranked NPower in 13th place out of 41 energy suppliers with a score of 3.6 out of five stars. They scored particularly well for switch completion and billing.

Which? felt differently and ranked NPower 30th out of 35 energy companies. They scored particularly badly for customer service and value for money.

TrustPilot is even more negative about NPower. They only score 1.2 out of five stars, with 96% of the reviewers saying that NPower is either poor or bad.

How green is Npower’s energy?

NPower list their fuel mix on their website.

How green NPower’s energy is depends on which part of the business is supplying the energy. Only 26.2% of NPower’s electricity comes from renewable sources, although the proportion of electricity supplied by Npower Northern and NPower Yorkshire is lower, at 12.6% and 9.7% respectively.

The majority of the electricity is generated from gas, with NPower using gas for 48.9% of its electricity, and NPower Northern and NPower Yorkshire using gas for 57.9% and 59.8% respectively. Coal and nuclear energy is also used.

NPower’s carbon emissions are roughly the same as the UK energy supplier average.

What is Npower’s customer service like?

NPower prefer customers to attempt to resolve their queries online, but customers can speak to a person via the NPower website’s live chat feature or by phone. There are also Minicom and Textphone options.

However, NPower’s customer service is criticised in online reviews. Which? only give them two out of five stars and the reviewers on TrustPilot are scathing.

Which? say that it takes NPower seven minutes and 21 seconds to answer the phone which is nearly twice as long as the four minutes and 24 seconds average time. They are quicker to respond to live chat requests, responding in an average of two minutes and 29 seconds according to Which?.

Which? are also critical of NPower’s complaints handling performance. NPower receive ten times as many complains as many other energy suppliers and disappointingly, they only manage to resolve around half of them within two months. In fact, in 2011 NPower were fined £2 million by Ofgem for failings in their complaints handling processes.

What is Npower’s website/app like?

NPower’s website is visually appealing and contains a large amount of information, including information to help customers use their energy more efficiently. All of the information is easy to find. There is a live chat feature for customers who need additional information.

There is an online account management feature that lets customers update their account details, view and pay their bills, submit meter readings and make payments. There is also an app that is compatible with Android devices and Apple’s iOS devices which lets you perform the same tasks.

The Android version is rated 3.7 out of five stars at Google’s Play Store and 4.1 out of five stars at Apple’s App Store.

What billing options are available?

NPower accepts payment via monthly or quarterly direct debit. They review the amount of the direct debit every six months, although customers can change the amount they are paying by submitting a meter reading via their online account.

Customers can also pay using a credit or debit card online, or over the phone. NPower also accepts payments via bank transfer or Internet banking, at a bank, Post Office, PayPoint or Payzone, or by post.

NPower do not give a discount for paperless billing. In fact, with some of its tariffs, paperless billing is compulsory.

Pre-payment customers can top up their balances at Post Offices or PayPoints and Payzones. They cannot top up their accounts online.

Do Npower offer smart meters?

NPower are installing smart meters for eligible customers currently. Customers who want to be on NPower’s fixed-rate tariffs have to agree to having a smart meter installed.

Smart meters are not available to pre-payment customers.

Do Npower offer a recommend a friend referral scheme?

NPower were offering a £40 Amazon voucher for both the new customer and the referring customer but that scheme has now been discontinued.

Below are a few quick questions you may need answers to along with our Npower review:

Do they work with pre-payment meters?

NPower accept pre-payment meters, although they do not accept smart pre-payment meters.

Do they accept E.ONomy 7?

NPower are happy to accept customers with Economy meters.

Are they signed up to the Warm Home Discount?

NPower are signed up to the Warm Home Discount.

Are they signed up to the Energy Switch Guarantee?

NPower are signed up to the Energy Switch Guarantee. According to Citizen’s Advice 99.9% of switches are completed within 21 days.

Do they mention about the Priority Services Register?

NPower operate a Priority Services Register that gives extra support to vulnerable customers. Eligible customers can sign up online or by phone.

Do they offer a ‘Dual Fuel’ discount?

NPower apply a lower standing charge to customers who use them to supply both gas and electricity.

Will they offer to pay a customer’s exit fees when they join them?

NPower will not pay any exit fees charged by a customer’s previous energy supplier if the customer has left that supplier before the end of a fixed-rate terrm. Any such fees remain the responsibility of the customer.

What happens if you move home whilst with them?

NPower will let you take your existing tariff with you when you move to a new home.  They say the easiest way to let them you that you are moving home is to do this is online. You will need your old and new addresses, the date you will be moving and a final meter reading unless you have a smart meter.

Do they offer any incentives for joining? 

NPower don’t offer any incentives to encourage new customers to join them.

How to contact Npower

You can contact Npower in a number of ways. Below as part of our Npower review we’ve detailed all their means of contact:

Customer Email: customer.relations@npower.com

Telephone: 0800 073 3000

Office Hours: Monday to Friday, 8:00am to 8:00pm. Saturday, 8:00am to 6:00pm

Office Address: Npower, PO Box 177, Houghton-le-Spring, DH4 9AQ

Website

Facebook

Twitter

How do I switch to Npower?

The easiest way to switch to Npower is through Energy Helpline’s comparison website here. This will allow you to check if Npower is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.

8 Total Score
Npower Review

Swindon-based NPower were formerly known as Innergy. They were one of the Big Six energy companies in the UK and had roughly 2.3 million customers.Following a planned merger with SSE which was aborted in December 2017, the business was taken over by E.on in 2019 and is in the process of transferring its customers to E.on with the NPower brand being wound down.

Price
6
Tariffs
8
Customer Service
9.1
Reviews
7.1
Billing
9
Extras
9
PROS
  • Excellent website and app
  • Rolling out free smart meters to its customers
  • Accept pre-payment customers
CONS
  • NPower has been winding its business down since its takeover by E.on
  • Energy is not very environmentally friendly
  • Extremely bad TrustPilot rating
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