Npower procedure for unpaid bills

Davey63

Hi
New to site.
Does anyone know the standard procedure Npower follows when dealing with unpaid bills.Do they have to send warning letters, visit property several times, offer payment plans in writing before applying for warrant? I have an elderly neighbour who is getting into difficulty (and too proud to admit it) and I would appreciate knowing Npower's standard procedure as this neighbour is worried that her supply will be cut without notice. Thanks for any help.

dogshome

N'power, like all suppliers, will get tough if there is continued build-up of debt with no attempt to reduce it and/or reply to correspondance.

The Final Sanction is that they will obtain a Court Order to enter the premises and fit PAYGO meters - They can force entry if no one is at home and the costs of the court action and locksmiths etc. are all added to the debt

The main suppliers have a charity division to help people really in need, particularly the elderly so phone n'power and ask.
The BIG problem is, is that without the written authority of the customer n'power do not have to talk to you, so be very poilite but persistant until you are passed through to the correct dept.

Davey63

Hi
Thanks for reply. I have attempted contact with Npower and because I am not the account holder they will not do anything without the proper authority. Her gas meter is external and she is worried that they can cut her off without having to enter the property or without contacting her. She has hearing problems and doesn't hear visitors knocking every time. I don't think she has any nearby relatives. I am worried that by the time I get her written authority and it gets to the right person at Npower it will be too late. You hear so many horrible stories about what these energy companies do that it becomes very worrying.

nPower

Davey63 wrote: »

Hi
New to site.
Does anyone know the standard procedure Npower follows when dealing with unpaid bills.Do they have to send warning letters, visit property several times, offer payment plans in writing before applying for warrant? I have an elderly neighbour who is getting into difficulty (and too proud to admit it) and I would appreciate knowing Npower's standard procedure as this neighbour is worried that her supply will be cut without notice. Thanks for any help.

Hi Davey63

Thanks for your post.

We'll never cut a customer off without trying our best to sort out any debt issues with the customer first. Whilst our processes can vary depending on if there's been any debt issues with the customer previously, we'd normally send several reminder letters, pass it to our internal collections team who'll call and write, before passing it to an external agency who'll normally do the same, as well as calling to the property. After this, we may apply for a warrant to exchange the meter to a prepayment one, however we have a duty of care and would check for any vulnerabilities with the customer - we always try to add these details to the account when a customer gets in touch, so it should flag up straight away.

Whilst we can't discuss any account specifics for security reasons, if you're concerned for your neighbour we may be able to provide general information, or can try giving them a call or writing to them directly if needed.

We'll always help where we can to set up an affordable payment scheme to cover any debt, as well as their ongoing usage. Hope this info helps.

Kind regards

Jess

Davey63

Hi Jess
Thanks for your response. I will try and get me neighbour to contact Npower before the problem escalates. It is very reassuring to know that you do go to great lengths not to cut off vulnerable customers especially as we are approaching the winter months.
Thank you so much.

SwanJon

Another option to look at is the npower energy fund (think this is what dogshome was referring to)

http://www.charisgrants.com/application-forms/

Farway

Davey63 wrote: »

Hi Jess
Thanks for your response. I will try and get me neighbour to contact Npower before the problem escalates. It is very reassuring to know that you do go to great lengths not to cut off vulnerable customers especially as we are approaching the winter months.
Thank you so much.

Another way may be to do as I did with my Mum.

Call from her house, explain she has hearing problems, they will ask to speak to her, put her on and take it from there. My Mum just had say "yes" to them for me to speak on her behalf, from her house

They can see the phone number you are calling from, hence her house not yours