Problem with NPower Juice and PV installation

Lafayette2002

Dear Sally,

Just to confirm that I have received your note via e-mail.

A massive THANK YOU once again for your assistance throughout this process and for your timely advice on this forum. This was greatly appreciated.

Wishing you a well-earned rest over the Christmas break.

Kind regards,

Lafayette2002

perrinos

Hi Sally I just also wanted to say thanks you SO much for your reply via email today:D I now feel I can breathe out a little now. You have been very helpful

Sarah

nPower

Hi all Feed in Tariff applicants!

Thank you for your kind feedback, I'm glad to have helped you with your queries.

As we all know, the deadline of 11:59pm on Sunday 11th December is fast approaching, so here's some last minute FAQs for those of you who still have questions:

What do I need to submit to you before the deadline?

As a bear minimum, we require your completed application form and your MCS Certificate. If you don’t have your MCS certificate, please ensure your installer has provided the reference number. We will not be able to accept applications without this number.

To qualify for the existing tariffs, we only need to have received your application by the deadline. Your application does not need to be fully registered to qualify for the higher tariff.

How can I submit my application?

As the deadline is 11.59pm on Sunday 11th December, we suggest that you scan the FIT Application and MCS certificate and sent it to us via email. The email address is microgeneration@npower.com. You will receive an automated response, please accept this as confirmation that we have received you application safely.

Our Worcester office will be open over the weekend:
Saturday: 10am - 3pm
Sunday: 10am - 3pm

Address:
Npower
Acorn House
1 Bridgwater Road
Worcester
WR4 9FP

I have sent my application in, can you please confirm you have received it?

If you have received a confirmation letter from us, please accept this as confirmation that we have received your application. We aim to send confirmation letters within 2 days of receipt.

If you have not received your confirmation letter:
- If you have sent your application to us by recorded or special delivery, please use the track and trace function as confirmation we have your application
- If you have sent you application in via email, please accept our automated response as confirmation we have received your application

delticol

Hi Sally,
Just a line to say thank you for all your help. We really appreciate it.
I hope you and yours have a peacefull christmas and a great new year.
All the best
Colin & Katy.

Shackman_2

Like many here I also suffered from poor response times when I first applied - on the run up to the original witching hour when the tariff was due to halve. It didn't help that I also missed one essential enclosure (proof of ownership!) in my haste to catch the post.

However, I perservered to get through on the phone line - for some 15 mins - and I cannot praise the customer service people high enough for their assistance, particularly Tilda and David. I've had occasion to speak to them three times now and each time I was reassured, and now have all the paperwork duly signed, sealed and delivered, and all backdated to my original application date.

Yes it took a long time, nearly two months from start but including Christmas, but I made allowances for the (assumed) large number of applications they must have had to deal with over the last quarter. I would like to hope the payments come through a bit quicker, but again I ssume the FIT team are a small cog with a large customer base.

I might add it is also nice to see they have 'Sally at npower' monitoring this forum - yet more customer service. It doesn't take much but gives a much better impression.

npower_frustrated

I've been an npower customer for many, many years now. I've stayed loyal to them, but the recognition of my custom has been woefully lacking wiht regard to my FiT application fiasco.

There was a small query, in that the meter which had been installed was apparently not on the OFGEN list. Despite npower having accepted many applications from my installer using the same meter, they saw fit to return the whole application, rather than just ask for more info. I managed to get through on the phone and explained to one of the FiT team that the meter WAS MID approved and that npower had already accepted many of these etc. The guy said it would be fine as long as I could let them have a copy of the MID certificate.
I returned this the very next day with the original application, but have heard nothing since.
I specifically asked for acknowledgement of receipt, and assurance that all was well. That was on the 14th Feb.
I've heard nothing since.

I've since sent two more emails to the microgeneration address, pleading for acknowledgement of my application, and heard nothing back whatsoever.

I've tried to ring the FiT team number many times (4 times again yesterday), but each time waste the first 3 or 4 minutes having to listen to the recording, then either get cut off, or get an engaged tone.

I don't care what the excuse is, this isn't the way for npower to treat customers. If there's a surge in demand, get more temporary staff in. It's not rocket science!

Hopefully Sally at npower will be able to recover this disaster?

npower_frustrated

Update.
For anyone interested, whether it's coincidence or not I'm not sure, but today (2 days after I posted) I've had responses from the forum_response address, and also the npower FiT team.

Thanks to the forum.

nPower

Hi npower_frustrated,

I'm glad to see that this is all getting sorted for you.

Best wishes,

Adam

deeseej

Applied in feb and today get all my application back cos they need my bank details!!!
Why couldn't they just send me a cheque like other companies? I'm sure they do this to annoy you! wish I wasn't with npower.
DJ

Sawdoctor

Fao Sally or Adam
I have emailed my application, in order that I get it in for Wednesdays deadline. Am slightly worried that there might be errors on my form and therefore have to re-apply and miss the 21p tariff deadline. I have emailed the forms to the forum response email address that you have posted previously in this forum.
Would you be so kind to look at these for me and let me know if I have filled them in correctly or if I need to Amanda anything.
Thank you in advance for your help in dealing with this.

Sawdoctor
I would be most grateful