Help manage your bills with energy saving advice
From time to time, we know that some customers may have trouble paying their bills. If you’re having difficulty paying, or are worried about meeting your payments, it’s important you let us know as soon as possible. That way, our specialist team can provide advice and support to help you get back on track.
(Lines are open Monday to Friday from 8am to 8pm, Saturday 8am to 6pm. Please have your account number to hand.)
Additional support - schemes and services
There are a range of schemes and services available that you could qualify for based on your property type, area or your personal circumstances.
ECO is a government scheme that helps people keep their homes warm and save money on energy bills. We offer eligible customers free home improvements.
You may be eligible if you, or a member of your household, receive any of the following benefits:
- State pension credit
- Child tax credit with an annual income of £15,860 or less
- Income-related employment and support allowance
- Income support
- Income-based job seekers allowance
- Working tax credit with an annual income of £15,860 or less
- Other qualifying factors: if you live in a specified postcode (defined by the government) or have a house that is difficult to insulate and keep warm.
The Warm Home Discount offers eligible npower customers an annual benefit of £135 (Inclusive of VAT) on their electricity bill in 2013/14.
You may be eligible if you’re receipt of:
- Income related support or allowances
- Certain tax credits
- Certain disability/incapacity benefits
Or, if you’re part of the ‘Core group’ which is:
- 75 or over and getting the Guarantee Credit element of Pension Credit*
- under 75 and only getting the Guarantee Credit element of Pension Credit (you won’t qualify if you also get Saving Credit)*
- * If you are eligible for the Core Group Warm Home Discount the Department for Work and Pensions will contact you directly over the winter of 2013/14.
- Priority Services Eligibility Criteria
You may be able to benefit from some of the services available if you:
- Have poor health
- Over 60
Our Priority Services offer eligible customers extra help. If a customer or someone in their household is of pensionable age, disabled, has a long term illness or if there are children under five, they may be able to benefit from some of our additional services.
We also recognise that you might need extra support because of life changing events such as a relationship breakdown, losing a job, a bereavement, or if you’re affected by a short-term illness.
Health Through Warmth offers help to vulnerable people living in England and Wales who have long term, cold-related illnesses and need help to fund and install heating and insulation in their homes.
You may be eligible if you have:
- A long term, cold related illness
- Low household income, with little or no savings (assessed)
- Unable to fully fund measures themselves
Between 1 November and 31 March, if you’re claiming government benefits you may be able to get a Cold Weather Payment. Payments are made when the temperature locally is either recorded as, or forecast to be, an average of zero degrees Celsius or below over 7 consecutive days.
You may get Cold Weather Payments if you’re getting:
- Pension Credit
- Income Support
- Income-based Jobseeker’s Allowance
- Income-related Employment and Support Allowance
- Universal Credit
* Please note: npower is not responsible for the content of external websites.
Phone calls: Calling us on a 0800 number is normally free 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.