Problem with NPower Juice and PV installation

nPower

Hi med777,

I'm sorry to hear that there's been a delay in processing your application and that you've missed a payment.

Would you like to send me your details to forumresponse@npower.com and I'll chase this up for you?

Best wishes

Sally

paltibine

We had our solar installation done at the weekend and ever since then I've been trying to get in touch with nPower on their FIT phone number 0845 078 2977. Each time I just get a recorded message saying they are too busy to talk to me and to call back later! I must have tried about a dozen times from first thing Monday to just now! :mad:

I only want to know if the invoice, (marked as paid) but addressed to myself and my wife jointly, is OK as proof of ownership as only her name is on the FIT application and the supply is in her name.

Since they are so busy I suspect that if the form isn't filled in absolutely perfectly it won't be able to be sorted in time to meet the deadline!

Since nPower are proving so difficult to communicate with does anyone have experience of claiming FITs from a company other than the one they buy electricity from? I thought you could go to anyone for FITs but npower say they will only pay them to their own customers or customers of energy supply companies the do not pay FITs. If other companies say the same then I don't have any choice!:(

zeupater

paltibine wrote: »

We had our solar installation done at the weekend and ever since then I've been trying to get in touch with nPower on their FIT phone number 0845 078 2977. Each time I just get a recorded message saying they are too busy to talk to me and to call back later! I must have tried about a dozen times from first thing Monday to just now! :mad:

I only want to know if the invoice, (marked as paid) but addressed to myself and my wife jointly, is OK as proof of ownership as only her name is on the FIT application and the supply is in her name.

Since they are so busy I suspect that if the form isn't filled in absolutely perfectly it won't be able to be sorted in time to meet the deadline!

Since nPower are proving so difficult to communicate with does anyone have experience of claiming FITs from a company other than the one they buy electricity from? I thought you could go to anyone for FITs but npower say they will only pay them to their own customers or customers of energy supply companies the do not pay FITs. If other companies say the same then I don't have any choice!:(

Hi

I suggest you urgently send an email to the [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] address posted by Sally in the post before yours .....

HTH
Z

Yut_Man

NPower do seem to having some terrible problems. I placed my FIT application with them 3 weeks ago. I gave them a phone call after a week to see if they had recieved my application. couldnt get a response, Tried e-mailing which they did answer after 3 days. They where sending out letters to all the ongoing customers friday. Hmm this was tuesday. As it so happened I got through on there line 5 minutes before I got the e-mail. They said letter coming in post friday. So I wait again fingers crossed hoping there is no problem somewhere along the way. Remember this is now close to 3 weeks and I still dont know if they had recieved my application.

On monday the long awaited letter arrived. Talk about a letter that says nothing. They must have sent the letter to all there FIT application customers (Photocopy), it doesnt state the day they recieved your application doesnt say its okay or not. all it says it that youll have to wait longer. I would imagine that all the electric companies are feeling the pressure thanks to our wonderful goverments organisation skills. Im curious is this now standard for all or just NPower. Just for extra info my application was sent of a few days before the goverments announcement so I should have missed the current frantic dash by a few days.

wuthton

I used British Gas whose service I cannot fault.

I received my contract 5 working days after posting my application, I phoned them once to check if they had received my application, the phone was answered immediately and after providing the number from the recorded delivery they confirmed the receipt of the application form. I'd be surprised if I was on the phone longer than 5 minutes.

Barter

I am a Npower customer and due to have a PV installation on 5th December. I'm concerned by the posts about delays with Npower, but I'm reluctant to start trying to get a different FiT provider at this stage.

I have the Npower application form, and have assurances that the installers will be able to provide MCS certificate and proof of ownership immediately after the installation.

I understand that I can scan and email the documents to Npower but do they acknowledge that they've been received - would an 'auto-response' count?
Also do I need to follow that up by posting the originals?

And how long does it take for them to check there are no mistakes - if not within the week we'd have missed the deadline; or would they allow us to correct anything minor and keep the original submission date?

Finally, is it worth letting them know that we have that installation date and will be emailing/sending the documents?

Many thanks for any help.

Yut_Man

I dont know what to say Barter. you might be lucky. I have tried talking to npower and that was a total waste of time. Palmed off, they didnt know anything. It seems to be taking them a few weeks to even admit they have recieved a hard copy of your application form, I have tried E-mailiing and still no useful information that took 3 days for a responce. I personnally would e-mail them, telling them whats happening and see if they can give any advice as to your best course of action. After the installation I would email all the documents and send a application in post (recorded delivery), but include a note saying that its a fail safe incase your email got lost. As to the checking for mistakes, Im in that no mansland at present, They say it should take about 6 weeks. but not to worry since IF I get the application accepted then it will be backdated. Im already a few weeks into the registration process and even im not sure ill make it 100%. Im sure NPower will try there best to make sure its done properly but if they want to be funny and start rejecting applications on silly things then where down the creep with no paddle.

paltibine

Barter wrote: »

And how long does it take for them to check there are no mistakes - if not within the week we'd have missed the deadline; or would they allow us to correct anything minor and keep the original submission date?

I strongly suspect that nPower will just hoard the forms until Dec 12 when they suddenly stop arriving and work through them then. It's not a difficult form and so long as you have filled it in fully and send the MCS cert and proof of ownership you will probably be OK.

I'm in the same position really - sent form off last Wednesday by first class recorded delivery. According to the Royal Mail tracking it was signed for the next day so I've got my proof of delivery. My wife filled in the form and I checked it carefully before sending it and that's about all we can do (that I can see).

The only reasons I've heard for applications being turned down are problems with the proof of ownership and the MCS cert. but I'm sure somebody will be along in a moment with a horror story..;)

It's also not "their money" in that if they weren't paying it to us in FiT's they wouldn't be able to keep it for themselves so I can't see it's really in their interest to turn down applications. In fact they may be able to claim kudos for having so much more renewable energy in their mix......

I did get a response from the special forum email address above within about 24 hours by the way but they didn't answer the question if the phone line is actually working or just turned off now.

Good luck...

zeupater

paltibine wrote: »

.... I did get a response from the special forum email address above within about 24 hours by the way but they didn't answer the question if the phone line is actually working or just turned off now ....

Hi

Good to see that it was a useful approach ....

Z

greystonefoot

I too am having terrible problems with my FIT application and Npower. My system was installed 27/08/11 they let me know my application had been received and that it would take six weeks. After five weeks they told me my certificate had a mistake. My installer fixed the error and my application was returned within days. Beginning of November came and nothing so I tried to phone them. The recorded message tells you to email. I emailed and after eight days I got a standard email that tells me nothing. I also kept phoning and finally I got through and they told me my application had been received but it took them a full day to find it! Here I am 20/11/11 and I am still no further. If you are having a system being installed and are with Npower please take note.