Problem with NPower Juice and PV installation

reeac

We had a 2.2kWp PV system installed by a local company in mid-February and it works well - over 400kW generated so far but I can't get any response from NPower Juice who are our elect. supplier. I've complained to them that they haven't acknowledged that we now havbe a PV setup - no reply. I then told our installer who reported back to me that NPower J. need proof that I owned the system [they hadn't told me that nor indeed anything else]. My installer has sent them a copy of the relevant invoice but still no response. Meanwhile I took the precaution of e-mailing NPower J. the 31st. March meter reading in preparation for the 1st. April FIT rise. I have now found on the NPJ website the 6 pp. of rules concerning FITs and see that I need to send them a meter reading every 3 months from the date stated on my FIT Plan - problem is that I don't have a FIT Plan as they don't communicate with me. I shall send them a meyter reading every 3 months taking 11th. Feb. as the starting date as that's when the PV system started generating but I wish that they's communicate! Is this a generic problem or are NPJ particularly bad?

keith_r59

If they are not communicating why not try another provider as you don't have to use your existing electricity supplier for FiT payments. I'm also a npower customer but I registered my Solar PV with E.ON. E.ON were very quick in processing my application and all they needed was the MCS certificate.

http://www.eonenergy.com/At-Home/Products/Feed-in+Tariffs/How-to-apply-for-fit-payments.htm?WT.svl=4

bjohnson

I presume that you have sent them the application form, which you can download from their website. We had a system installed on March 15th but didn't get the form to NPower until March 25th (the installer didn't tell us that you need to send it off ASAP together with the relevant certificate and invoice).
We had put the meter reading as 0001 but nPower pointed out that the reading must be the one on the day when they receive the form (when you read the FITS conditions they are right) so I emailed them the March 25th reading and am now waiting to hear that we are registered.

reeac

bjohnson wrote: »

I presume that you have sent them the application form, which you can download from their website. We had a system installed on March 15th but didn't get the form to NPower until March 25th (the installer didn't tell us that you need to send it off ASAP together with the relevant certificate and invoice).
We had put the meter reading as 0001 but nPower pointed out that the reading must be the one on the day when they receive the form (when you read the FITS conditions they are right) so I emailed them the March 25th reading and am now waiting to hear that we are registered.

Yes, I downloaded the form and completed as much of it as I could before passing it on to our installer who did the rest and [I assume] sent it off. The installer certainly phoned us to ask if our original meter could run backwards [which it can't]. I hadn't picked up the bit about the date for the initial meter reading but then I don't know on what date NPJ received the form [if they have!].

It seems to me that whilst technically the kit is very good it's let down by slipshod admin. or deliberate awkwardness by NPJ. Incidentally, my original post contained a few obvious typos plus kW instead of kWh ....I didn't proof read it as the dog wanted his walk.

bjohnson

Let's hope that they actually received your form. I had an email from nPower just after they received the form to say that the reading on the meter couldn't possibly be 0001 and would I email them the correct reading on March 25th, the day they got the form.
If it's any help their email address is microgeneration@npower.com. You should have a reference number but obviously you don't know it.

nPower

Hi reeac

I'm sorry to hear about the problems you've been having. It seems we may not have received the form so we need to get this sorted for you as quickly as possible.

If you send your details to forumresponse@npower.com, we can take a look into this for you. Alternatively, you can call our FIT team on 0845 078 2977 and someone will be able to help.

Thanks
Sally

reeac

I didn't really want to get involved in "megaphone diplomacy" but: despite sending my details to the link given by NPJ on 20th. April I have yet to hear anything back from them. Today I twice tried telephoning the FIT team number mentioned above but couldn't get any answer -the phone just kept on ringing. Meanwhile my PV system has clocked up over 570 kWh which would have earned me £285 if I had managed to arrange a FIT contract with NPJ. Maybe the MSE Forum can work some magic on my behalf! If not I'll have to cut my losses and move to another electricity supplier.

stoozey

Not that it's any help I've read on other solar PV forums that Npower are a complete nightmare and to be avoided. I think the lack of help from the npower forum stooge just shows hows how much they think of their customers.

zeupater

Hi

As the 'nPower company representative' is on line at the moment and looking at pv threads, perhaps a comment on the delay or offer of further assistance is on it's way ???

...... would make a lot of sense from a customer satisfaction POV.

Z

bjohnson

I know that nPower received my FITS form on March 25th as they emailed me on the 26th but like you I have had no further communication about FITS although I did speak to them last week about repLacing my backwards-running meter. Having said that I believe that the meters are fitted by a separate company.

nPower

Hi bjohnson

Do you want to send in your details to forumresponse@npower.com so I can chase this up for you?

Thanks,
Sally