Problem with NPower Juice and PV installation

reeac

nPower_company_representative wrote: »

Hi bjohnson

Do you want to send in your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] so I can chase this up for you?

Thanks,
Sally

Sally: any news for me?

nPower

Hi reeac

I’m really sorry to see that this still isn’t sorted for you. I emailed you on the 20th April – as soon as I received your message?

I will get one of the microgeneration team to give you a call today to update you and hopefully this will all be cleared up for you.

Any problems, please let me know.

Thanks,
Sally

bjohnson

Full marks for Sally at nPower. She has sorted out my application and I have received the FIT scheme terms and conditions by email. The delays have been down to the large number of applications. All I need now is a bit more sunshine.

stoozey

strange they dont have these 'delays' with sending out large numbers of bills isnt it. Toothless OFFGEM should be fining these bloated fatcats big money on a daily basis to focus their minds.

reeac

My problems with NPJ may be over. Yesterday I managed to communicate with them by phone and they agreed that they had my application form, the MCS certificate, proof that I owned the PV system and a meter reading dated 31st. March. They then e-mailed me an FIT plan which includes back-dating to 28th. Feb. and I have printed it out, signed it and posted it back today. Hooray!

Mister_G

Some useful information here. I have just had a PV system installed (went live on 16th May) and have sent the paperwork off to npower, as they are my supplier as well. I tried ringing their 0845 078 2977 number to check if they had received the paperwork, but got put on hold for over 5 minutes. I emailed the address given on the 'hold message' of [EMAIL="microgeneration@npower.com"]microgeneration@npower.com[/EMAIL] and receive a prompt out of office reply. However, it did give an indication of timescales, which can be up to six weeks before they process the application, as well as other information about payments.

Why it should take so long, I do not know. As stoozey says above, perhaps their should be a system for fining them if they take an unacceptable period of time.

I will keep you posted, but it looks like I have 'Sally' as a backup!

keith_r59

Maybe 'Sally' can explain why it takes npower up to six weeks to process the application?

reeac

Just an update to my problems which started this thread off: on Friday 20th. May I received a letter from NPJ asking for a meter reading which had to be with them by Wednesday 25th. May if I wanted to be paid. I sent off the reading on Sat. 21st. so hope that it got there. Tough if I'd been away on holiday but maybe the deal is that if I missed the date then I'd get the payment added to the August one. Anyway, I appear to be in the system now although the acid test is whether I receive a cheque. At least the 2.2kWp PV setup generated 760 kWh in 3 months so it's working well.

nPower

Hi

We'd love to be able to have a quicker turnaround but the scheme is proving pretty popular so applications can take a while to go through the full process. Also sometimes the forms don't have the correct information included with them - for example a meter reading and this can also add to the delay.

We also have to complete a number of validations, as per our license obligations, to enable customers to have the scheme.

The six weeks timeline is just a guide to how long it can take but if we receive an application form that is correctly filled out and with all relevant information, this process can be much quicker.

Also, please don't worry about missing out on payments as your application gets stamped as soon as we receive it so you'll get paid from this date.

If you have been waiting over six weeks, you can email me at [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I'll take a look into it for you.

Best
Sally

tiggerpud

I don't suppose there is a British Gas rep reading this? - I've been waiting 6 weeks with them too - despite the automated email saying 7-10 days. One phone call did get me confirmation my info had been received and was complete but that was about 3 weeks ago now.....These companies should give their staff overtime until they catch up!