Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 3:04 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Add your feedback on energy supplier Npower
    • #1
    • 28th Jan 13, 3:04 PM
    Add your feedback on energy supplier Npower 28th Jan 13 at 3:04 PM
    This is a feedback thread on energy supplier

    Npower

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, watch our New to Forum? Intro Guide.
    Last edited by Former MSE Andrea; 23-10-2014 at 9:25 AM.
Page 1
    • 25.6_Pre-contract_oblig
    • By 25.6_Pre-contract_oblig 30th Jan 13, 4:12 PM
    • 190 Posts
    • 113 Thanks
    25.6_Pre-contract_oblig
    • #2
    • 30th Jan 13, 4:12 PM
    • #2
    • 30th Jan 13, 4:12 PM
    As documented in
    Warning: npower accept new customers without sending them a Contract
    http://forums.moneysavingexpert.com/showthread.php?t=4273611
    There are lots of people having problems switching to npower.

    We now have evidence of knock on effects of the 'new system' affecting existing Customers too.
    The most recent posts (Page 8, Post #141 ff) have some of this evidence as well as links to other relevant threads.

    Ofgem are aware of the systemic issue at npower (see Post #134).

    However, Ofgem have not made any public announcement of an Investigation and it is not clear what assurances (if any) they have received from npower as to how and when npower will have a 'compliant system'.

    See also the survey at Which? - conducted in October and November 2012.
    http://www.which.co.uk/switch/energy-suppliers/energy-companies-rated
    I guess, in light of the ongoing issues that it will take npower a long time to improve their rating.

    Edited to Add 19-Dec-2015

    On 18 December 2015 Ofgem published their Penalty Notice
    https://www.ofgem.gov.uk/sites/default/files/docs/npower_penalty_notice.pdf

    npower have to pay £26million to their Customers and to some charities.

    I have now read Ofgem's official Penalty Notice, the 22 page "npower_penalty_notice.pdf" linked above.
    It is damming. It documents 9 breaches from July 2011 onwards.
    Some of the issues with Complaints System are, according to Ofgem's investigation, still ongoing!
    See Table 4.1

    My response includes:

    1. It is very sad that this entirely preventable mess was not halted sooner.

    In the thread
    Warning: npower accept new customers without sending them a Contract
    http://forums.moneysavingexpert.com/showthread.php?t=4273611

    we have plenty of evidence that npower knew they had issues with their new SAP system (in September 2012)
    and
    Ofgem were aware on 15 November 2012.

    Ofgem's reply to me is documented here
    http://forums.moneysavingexpert.com/showthread.php?p=58041333#post58041333
    in post #134 of that thread.

    See also para 5.19 of the Penalty Notice:
    "5.19. npower reported issues with the SAP billing platform to Ofgem in December 2012. The possibility of contravention was highlighted by Ofgem and was re-enforced through evidence gathered during the investigative phase. npower did not report any possible breaches of the SLCs or CHRs however. This factor therefore does not
    apply."

    I have quoted this paragraph in full. I wonder WHEN npower would have 'officially acknowledged to Ofgem' that they had an issue had it not been for the thread at MSE and the evidence provided by myself and other posters?

    2. I am grateful that the MSE Forums helped bring this to light. There many posts and links in that thread that illustrate that in 2012 and 2013 it was abundantly clear that npower had major issues with their 'new SAP system'.

    Ironically, npower's 'old system' actually handled [some aspects of] the complaints better than the new system.

    (see para 3.19).
    "... As of July 2015 npower’s in-house complaints services reverted fully to use of a legacy complaints system (ONCE) which is able to change the status of complaints. ..."

    3. My personal issues (not been sent a Contract) and my Complaint being handled very badly were slight compared to the hundreds of thousands of Customers who had late and inaccurate bills.

    4. I hope all Energy Supply companies learn from this. I hope that no company ever contemplate continuing to use an inadequate Billing or Complaints system.

    5. I hope Ofgem can respond more rapidly when similar issues arise: prevention is MUCH better than the cure.

    How do npower compare with other Energy Supply companies in recent months?
    See:
    https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/citizens-advice-consumer-work/supplier-performance/energy-supplier-performance/how-does-your-energy-provider-stack-up/
    where Energy Supplier performance is tracked by Citizens Advice.

    End Edit 19-Dec-2015


    25.6_Pre-contract_oblig
    Last edited by 25.6_Pre-contract_oblig; 19-12-2015 at 5:24 PM. Reason: Ofgem have reported
    • seeroo
    • By seeroo 5th Feb 13, 7:58 AM
    • 19 Posts
    • 26 Thanks
    seeroo
    • #3
    • 5th Feb 13, 7:58 AM
    No problems until switch
    • #3
    • 5th Feb 13, 7:58 AM
    I switched to Npower last year for a 12 month contract. During the contract I had no problems, the website was easy to use and customer service was good. However recently they have been rubbish.

    I have had quite a few problems with the website where I haven't been able to access my bills. Also when my contract ended I worked out that it would be cheapest to stay with them on their go save tariff. I rang them about this and they sad they would have to ring me back which they didn't do until over a month later. When I was on the phone the advisor told me that my direct debit on my current usage would increase from £43 per month to £58 per month. I asked how that was possible given that part of my existing direct debit was to repay an old balance. He gave me some spiel about prices going up etc etc then said that I could stay on my current direct debit as long as I agreed to pay back any shortfall in full. I said I would be perfectly happy with this.

    I then received my bill which calculated my new direct debit at £36 per month (using the same computer system). They were obviously trying to get me to increase my payment so that they can have the money in advance. They also calculated my entire bill from June to December on the new tariff when I switched in November. I couldn't even get out of my tariff until November so I don't know why they switched me then (my old tariff was cheaper).

    I complained three times before I received a response. I received a phone call and the advisor told me that she would sort out a new bill that day. Over a month later I received an email saying that they were just issuing me with a revised bill.

    I am still waiting for a response and a revised bill. It seems as if their customer services are overloaded!
  • Atidi
    • #4
    • 5th Feb 13, 10:09 AM
    • #4
    • 5th Feb 13, 10:09 AM
    I've used nPower in the past but they were the original supplier so can't really say what switching to them is like.

    Not really had any significant issues, except once when they got a bit shirty about wanting to read the leccy meter (It's inside the property and so someone needed to be home to allow access).
    I called them and after waiting a long time on hold, the help I got wasn't particularly helpful. (I think the guy was trying to go home at the end of his shift or something) The response was basically I needed to be home on such and such a date as that is when the meter reader would be calling ... and if I wasn't in to allow access they would apply to a magistrates court to break in.
    So I wrote to them. Got a very apologetic letter (and the promise of a small goodwill gesture) and a number to ring so that a 2 hour time slot could be mutually agreed.
    Actually when I then called them on that number, they said if I could supply them an actual meter reading myself (as none had been obtained or supplied for over 2 years) then that would keep them happy for another 2 years. So that's all that was needed in the end.
    • undaunted
    • By undaunted 5th Feb 13, 3:37 PM
    • 1,862 Posts
    • 964 Thanks
    undaunted
    • #5
    • 5th Feb 13, 3:37 PM
    • #5
    • 5th Feb 13, 3:37 PM
    Far from the Carlsberg of energy suppliers .......... probably the worst energy supplier customer service in the world?

    http://www.which.co.uk/switch/energy-suppliers/energy-companies-rated

    http://energyapps.consumerfocus.org.uk/performance/
    Last edited by undaunted; 05-02-2013 at 3:45 PM.
    • chanz4
    • By chanz4 5th Feb 13, 4:55 PM
    • 10,046 Posts
    • 2,992 Thanks
    chanz4
    • #6
    • 5th Feb 13, 4:55 PM
    • #6
    • 5th Feb 13, 4:55 PM
    I havent had any issues touch wood, I dont have the need to contact them either. there is x2 customers wont pay who raise complaints for the sake of it or those that pay and have issues but get resolved.

    Like most companys, you always here the bad but never the good
    Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
    • teflon
    • By teflon 5th Feb 13, 5:36 PM
    • 39 Posts
    • 20 Thanks
    teflon
    • #7
    • 5th Feb 13, 5:36 PM
    • #7
    • 5th Feb 13, 5:36 PM
    I signed up with nPower online back in October. It's taken over four months (and having to register a complaint) to get a contract out of them, and despite a rather large saving on the next cheapest supplier, I've decided I can't be bothered dealing with them if they're going to be this incompetent. I'm currently on hold (20 minutes so far) to cancel the switch and go with EbiCo instead. Sod the cashback, my time's worth more than that.
    • Own My Own
    • By Own My Own 5th Feb 13, 5:45 PM
    • 5,532 Posts
    • 46,015 Thanks
    Own My Own
    • #8
    • 5th Feb 13, 5:45 PM
    • #8
    • 5th Feb 13, 5:45 PM
    I had no problem when I was with them, but they were a nightmare to leave.
    They would not except my final reading, sent me an estimated final reading then threatened me with action when I refused to pay it.

    It took over a year to solve. I was constantly lied to by senior staff, who often passed the bucket to someone else.

    Because of their actions I had to pay my new supplier for over 12 months without a bill. I had no idea if I was in credit or owed them hundreds of pounds.

    I would not go back to them, even if they were the cheapest on the market. Once bitten twice shy.

    Ps - I left them because they changed my dd from £37 to £98 even though I was in credit.
    OMO I think we are going to have to rename you Miss Linky you are amazingly organised. Thank you
    Originally posted by Nanamia
    • chanz4
    • By chanz4 5th Feb 13, 8:23 PM
    • 10,046 Posts
    • 2,992 Thanks
    chanz4
    • #9
    • 5th Feb 13, 8:23 PM
    • #9
    • 5th Feb 13, 8:23 PM
    I had no problem when I was with them, but they were a nightmare to leave.
    They would not except my final reading, sent me an estimated final reading then threatened me with action when I refused to pay it.

    It took over a year to solve. I was constantly lied to by senior staff, who often passed the bucket to someone else.

    Because of their actions I had to pay my new supplier for over 12 months without a bill. I had no idea if I was in credit or owed them hundreds of pounds.

    I would not go back to them, even if they were the cheapest on the market. Once bitten twice shy.

    Ps - I left them because they changed my dd from £37 to £98 even though I was in credit.
    Originally posted by Own My Own
    You do know your current supplier provides the reading for transfer?
    Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
  • Bradfield
    I have been with them a few years. It was ok at first but then problems began. They have changed the name of the account holder (me) on two occasions, to someone I have never heard of. When I ring and tell them it is almost like it is my fault.

    They did not send me a statement in December. I rang them over a month ago and they promised to email it to me. It has not come yet despite another telephone call last week. They can quote me the statement over the phone but they cant be bothered to send me the email. When I asked them to increase the direct debit they were able to email me and confirm this within a couple of days. I think it is a requirement that they have to do this when they increase the DD. So they can move themselves if they choose.

    I now find that the online account information is accessible only in parts. Not good at all.

    When I ring up I always find the customer services people very obliging and trying to help but they are hog-tied by NPowers procedures. Instead of having the authority to actually do things and deal with customers problems they have to refer everything to "the back office". The back office is like a "black hole."

    The whole administrative procedure of NPower needs a thorough restructuring "root and branch".
    • Own My Own
    • By Own My Own 6th Feb 13, 1:41 AM
    • 5,532 Posts
    • 46,015 Thanks
    Own My Own
    You do know your current supplier provides the reading for transfer?
    Originally posted by chanz4

    N Power would not except it. The estimated final bill they wanted me to pay was £80 more than I owed them. They just kept saying the reading was wrong, because there was such a difference. They would not let me go over until I paid this bill.

    N Power finally excepted they were wrong. It was not the fault of my current supplier. They could do nothing why N Power disputed my bill.
    OMO I think we are going to have to rename you Miss Linky you are amazingly organised. Thank you
    Originally posted by Nanamia
    • teflon
    • By teflon 11th Feb 13, 2:17 PM
    • 39 Posts
    • 20 Thanks
    teflon
    I signed up with nPower online back in October. It's taken over four months (and having to register a complaint) to get a contract out of them, and despite a rather large saving on the next cheapest supplier, I've decided I can't be bothered dealing with them if they're going to be this incompetent. I'm currently on hold (20 minutes so far) to cancel the switch and go with EbiCo instead. Sod the cashback, my time's worth more than that.
    Originally posted by teflon
    Just to follow up on my own post - a couple of days after telling npower that I didn't wish to go ahead with the contract, they sent me a letter. It read:
    Dear Mr Teflon

    Yours Sincerely
    Julie Jaglowski
    Customer Services Director
    If that doesn't demonstrate their competence, I don't know what does.
    • silvasands
    • By silvasands 11th Feb 13, 7:23 PM
    • 21 Posts
    • 4 Thanks
    silvasands
    I tried to switch via Topcashback site.I wanted to switch my house to NPower`s dual fuel , tied in until Jan 2014 and my son`s for the same. Initially they made an error and tried to switch my neighbour`s supply. This was at the end of October 2012. Not going to go through all the phonecalls(waiting times of 20 +minutes)and emails ,calls from my previous supplier, Swalec asking me not to leave, but, it`s now Feb 11th 2013 and the only fuel I have recieved from NPower is my electricity! My gas...no, my son`s house is still with swalec. This is after my having raised a complaint and having been promised a resolution. There have been numerous times when I have phoned and been told that the computers have been down and they cannot access my account. As I work in a secure establishment, I have no phone access during the daytime and am fed up using my weekends/night times attempting to access N Power. Not happy at all...The Co-operative took my other son`s supply on, the same day as I tried to switch...they were excellent and he had absolutely NO problems. BEWARE...I am still not with them, months after I signed up!!
  • frankie24
    Npower bill hell
    My friend has asked me to look into their nPower electircity bill as they have tried contacting them and had no luck.

    Basically they pay for their electric on a key - from their bills I can see they are putting at LEAST £40 on the key A WEEK. First of all I cannot see this being right as my mother only needs to put £40 on a month and she lives in a much larger house than my friends who are currently living on a caravan site. On their last bill they received their total electricity charges for 3 months was a total of £1099.27, even if this was the winter period - this seems extortionate!!

    They rung NPower for them to be very unhelpful and say the bill was correct, this cannot be correct surely? I have looked at the kWh they have been using (printed on their bill) and this shows that in the period of Oct 12 - Jan 13 they used a total of 7394kWh - which was £14.04 per kWh....now I am only trying to help out some friends - I am not an expert at all but I saw on a forum that the total kWh a household uses annually is only between 3500-4000kWh.

    Is there anything that my friends can do to have this looked at as nPower have refused to help them.

    I hope someone could give me some advice on this as my friends are very much worried they aren't going to be able to continue paying these prices.

    Best wishes

    Frankie
    • antw23uk
    • By antw23uk 13th Feb 13, 7:25 PM
    • 501 Posts
    • 782 Thanks
    antw23uk
    Awful, will NEVER use again.
    Ant.
  • wannabeasupersaver
    I received a massive bill from Npower in December due my account not being updated with any readings for a year even though I was regularly submitting them. Got that all sorted and a new direct debit set up. Been to check my account and even though they took the money last month as agreed they have not taken it this month so I guess another phone call to them tomorrow is required. :-(
    • Nada666
    • By Nada666 13th Feb 13, 7:40 PM
    • 4,868 Posts
    • 3,886 Thanks
    Nada666
    My friend has asked me to look into their nPower electircity bill as they have tried contacting them and had no luck.
    [...]
    Originally posted by frankie24
    (You should probably start your own thread for this, but...)

    If it includes heating and cooking then £40 per week is perfectly feasible ('buildings' on caravan sites tend to have thin walls). The 3,500 to 4,000 kWh average is not for those using electricity only.

    And I do hope you mean £0.1404 per kWh and not £14
    • Mercy
    • By Mercy 12th Mar 13, 5:40 PM
    • 2,409 Posts
    • 8,395 Thanks
    Mercy
    I've been with npower for a few years after switching from the nightmare which was British Gas.

    I have had problems with access on the website but went on tonight and added new readings, checked bills etc without a problem except that it was a very slow process.

    Also, they are still offering the cheapest deal for me as The Cheap Energy Club has shown. I have not had to contact CS so am blissfully unaware from personal experience of issues there.

    They did once threaten the Magistrates but this was to check the safety of the meter and was easily arranged for a Saturday morning.

    All in all, still a breath of fresh air compared to *shudder* BG.
    low carb recipe list - link on page 1 low carb support thread
    You don't have any control over what life throws at you.
    You DO have control over how you react
    • carefullycautious
    • By carefullycautious 12th Mar 13, 6:18 PM
    • 2,158 Posts
    • 2,973 Thanks
    carefullycautious
    I have also been with them for some time and have never had any problems.

    I use their online site to input meter readings and also pay bills. There written bills are easy to understand and if I have had a query the customer service have been courteous and helpful

    Maybe different areas have different staff some more helpful than others.

    We read our meters regularly and pay monthly so no problems occur.
    • techno12
    • By techno12 14th Mar 13, 6:56 AM
    • 638 Posts
    • 256 Thanks
    techno12
    Been with them for 10 years and no problems at all.

    Online service is good (easy to send meter readings etc) and clearly laid out.

    They've sent me free energy-saving lightbulbs, electricity usage meter etc.

    When the cheap 'online' tariff ends and they're about to put me back on the 'standard' tariff I do a price comparison search and they normally come out cheapest (or very close to it), so I've no reason to switch to another supplier - I just switch to that new tariff (receiving Quidco cashback if I do the switch using a comparison site).

    Very happy with them.
    Last edited by techno12; 14-03-2013 at 7:06 AM.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

130Posts Today

1,101Users online

Martin's Twitter