A Helping Hand


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We know that rising energy costs are a serious concern for our customers. And while we only control 16% of what you actually pay for your gas and electricity, we’re committed to doing everything we can to support you.

This winter, npower are spending more than £35 million to help our most vulnerable customers through the winter months. We have over 100 people on hand to offer advice, support and practical measures for customers who need help with their energy costs.

If you or someone you know is struggling to cope with your bills or keeping warm, we’ll do everything we can to help. Here are some of the practical things we’re doing right now:

 Health Through Warmth

npower has been working with the NHS and National Energy Action, the national fuel poverty charity, since 2000 to help vulnerable people in cold or damp homes.  You don’t have to be an npower customer to get our help, and to date we’ve put over £75 million into improvements.  In 2012 alone, we helped over 5,000 households access £4 million in vital improvements. To find out if you’re eligible for support.

Warm Home Discounts

Our Warm Home Discount offers elderly, disabled or chronically sick people and low-income families an annual rebate of £135 on their electricity bill, on top of the Winter Fuel Allowance.

This winter, over 200,000 customers will receive the rebate. Find out if you’re eligible and how to apply.

Macmillan Fuel Management

npower and Macmillan Cancer Support have been working in partnership since 2003. This winter, our award-winning Fuel Management Programme will set up manageable payment plans for customers living with cancer, reducing their bills to below 10% of income, and helping them manage arrears and improve energy efficiency. For more information, visit macmillan.org.uk/fuelmanagement

npower Energy Fund

Customers living in hardship and struggling to pay their gas and electricity bills can apply for an npower Energy Fund grant to help them get back on top of their finances. To be eligible for a grant, customers must demonstrate they are committed to achieving financial stability by making regular payments over a three month period. Find out more or apply for a grant at npowerenergyfund.com

FREE Energy Improvements

As part of a government initiative called the Energy Company Obligation, we have already installed valuable insulation and energy efficiency measures for thousands of low income and vulnerable households.

Warm Response Service

If you’re in poor health, over 60 or living with a disability, npower offer extra support including large print, braille or audio bills, meter reading services and free gas safety checks. Find out more at npower.com/spreadingwarmth

If you are worried about your energy bills and want to know if you are eligible for support, please talk to us*. You can contact our Customer Services Team on 0800 073 3000 or 0330 100 3000** or tweet us @npowerhelp.


*Lines are open from 8am – 6pm Monday to Friday and 9am – 5pm Saturday. Calls may be monitored or recorded for training and security purposes. Calls to 0808 and 0800 numbers are free from landlines but not from mobiles. Calls to 0845 number from BT landlines will be charged up to 5p per minute. The price of calls may vary with other operators. Please check with your operator for exact charges.

**Calls may be monitored and recorded for training and security purposes. Calling us on a 0800 number is normally free when you call from a landline but charges may vary if you use a mobile. Calling us on a 0330 number will cost you no more than 01 or 02 numbers from landlines or mobiles. If you get ‘inclusive minutes’ with your package, calls on a 0330 number will be part of these. The cost of calls to 0845 numbers may vary so please check with your provider for exact charges.

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