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Npower Contact Numbers, Emails, Address & Business


npower logo next to telephone devices

Npower contact channels are different for residential and business customers. They have a dedicated contact team for each type of enquiry. So if yours is about bills, meter readings or anything else, you should go through a specific channel. Get through the wrong one and you’ll be wasting valuable time. But don't worry, we’ve done all the legwork for you. Discover how to contact Npower to get your problem resolved quickly, either as a residential or business customer.


Residential customers - Npower contact for specific enquiries

If Npower is supplying your home with gas and electricity, then you have many ways to contact them. But getting through to the right department depends on whether you have a general enquiry or a specific question. Let’s look at both to get your query resolved in a flash.

General enquiries

If you want background information on Npower, you can find out everything there is to know from our guide to Npower by clicking the button below.

Npower Guide

Want more details on the impending merger between Npower and Eon? Get it all in our Npower-Eon merger guide.

For anything else not covered above, get your general enquiry answered quickly via any of the following channels:

1. Live chat

Npower’s Live Chat is perhaps the most efficient and quickest way to get an answer to your burning question. Start typing into the chat service and get a fast reply.

2. Minicom or textphone

If you’re deaf or hard-of-hearing, your typed telephone messages can be sent to Npower via minicom or textphone so that they can resolve your question quickly. Contact Npower on this number: 0800 413 016*.
*Monday to Friday: 8:00am-8:00pm; Saturday: 8:00am-6:00pm

3. Social media

Npower knows that people spend more time on social media than on any other online platform. That’s why they’ve made it easy to get in contact via their social media channels. Let’s find out how to contact Npower via Facebook and Twitter.

Reach Npower via Facebook

STEP 1: Head to Npower’s Facebook page (click on the Facebook icon below).

STEP 2: Hit the blue “Send Message” button.

STEP 3: In the pop-up box in the left-hand corner of the screen, start typing your general enquiry.


npower facebook page

Use Twitter to contact Npower

STEP 1: Head to Npower’s Twitter page (click on the Twitter icon below).

STEP 2: Send a tweet or a message. See image below on how to do either one.




npower twitter page

Note that these are Npower’s three main social media platforms:

Twitter Icon
Facebook Icon
Youtube Icon

Call Npower

Even if your query is general in nature, don’t hesitate to grab the phone as Npower has a dedicated team to answer all general enquiries.


blue telephone

General Enquiries
Please check with your provider if you don't know how much a call will cost.
0800 073 3000 or 0330 100 3000
*Monday to Friday: 8:00am to 8:00pm; Saturday: 8:00am to 6:00pm


Contact Npower for your specific questions

It’s very important that you choose the right channel to answer your specific query. If not, you risk being bounced around from department to department, or worse... being left on hold. You’re a busy person and you don’t have time to waste. So let’s find out who is best to call for your enquiry.

TOP TIP: Before you grab the phone or start typing an email, remember that you can often resolve your query in your online account, particularly if it relates to any of the following:

  • See your bills and make a payment
  • Submit meter readings
  • Set up a Direct Debit
  • See your energy usage

Not got an online account? Find out how to create one and login to resolve your query.

Npower Login

Moving home

Whether you’ll be moving out of a home supplied by Npower or moving into one that you’d like to be supplied by Npower, we have you covered.

Existing Npower customers moving out

STEP 1: Head to Npower’s moving-out contact form.

STEP 2: Fill in the details by completing each box. Remember that you’ll need either your email address or your Npower account number to log in.


npower moving home form

Having trouble logging in? Find your troubleshooting solution in our Npower Login guide.

Npower Login

New homeowners moving in

You’ve just moved into a nice, beautiful home and you want your gas and electricity supply to come from Npower? Follow these seven simple steps to set up your supply at your new address.

STEP 1: Go to Npower’s Moving-In page.

STEP 2: Tell them your address by typing in your postcode and selecting your home number from the dropdown box.

STEP 3: Click the blue button “Confirm and continue to quote”.

STEP 4: Proceed with the instructions and click the big blue button “Get my quote”. You’ll get a quote for the yearly cost of getting your gas and/or electricity from Npower on their four main tariffs. Want Npower’s full list of tariffs? Head to our Npower tariffs guide (coming soon).

STEP 5: Choose your preferred tariff by clicking on the dark stripe that reads “View and apply”.

STEP 6: Click on the blue button that reads “Get this tariff”.

STEP 7: Follow the instructions on screen by supplying the information requested. The objective is to reach the end of the six-point progress bar at the top of the screen until your order is marked as complete (see image below). As each step of the progress bar has been completed, it will turn green. The pending steps will remain grey.


npower tariff progress bar

Feed-in Tariff

On 18 December 2018, the Government announced that it will close the FiT scheme to new applicants from 1 April 2019. Any applications received on or before 31 March 2019 are unaffected by the closure of the FiT scheme.

What is the FiT scheme? In essence, the Feed-in Tariff scheme includes a payment you’ll receive for the surplus electricity you generate and export back to the National Grid. In other words, you generate your own renewable energy that you will consume, thereby consuming less external energy, which benefits you by having to pay lower-than-average energy bills.

Any surplus electricity that you generate but don’t use can be exported back to the national grid. You would earn 4.91p/kWh for electricity that you sell back to Npower, subject to eligibility. You can see a full list of Feed-in Tariffs on the Ofgem website.


blue telephone

Npower's Feed in Tariff team
Please check with your provider if you don't know how much a call will cost.
0800 048 0520 or 0330 100 7567
*Monday to Friday: 9:00am to 5:00pm; Saturday: 8:00am to 6:00pm

Emergency and safety information

Time is of the essence when your health and safety is at risk. Find the best way to contact Npower in an emergency to avoid unnecessary harm to either you or your loved ones.

Report a gas leak

Follow these steps in this order if you smell gas:

  1. Turn off the gas meter. Just turn the valve by 90 degrees to the gas pipe.
  2. Keep windows and doors open. This will dissipate any build up of gas.
  3. Never smoke or ignite any flames. This also means not using any electrical switches.
  4. Call the National Grid Emergency line on 0800 111 999.
  5. Wait for a gas safe engineer to arrive at your home.

Report a power cut

If you’ve tried switching on the lights or any device and nothing turns on, you most likely have had a power cut.

This could be due to a power failure in the electricity network, which could itself result from faults at a power station, damage to electric transmission lines or a short circuit. You can contact the right department to get it sorted out depending on whether you have a credit meter or prepayment meter.

1. Credit meter customers

Irrespective of the type of credit meter you have, if you experience a power cut, just call 105 for free. They will put you through to your local electricity network (LEN) operator. This is the company that’s responsible for managing the wires and substations that transmit electricity into local homes.

As an alternative to the above, you could just find their contact number on our electricity distributors page.

2. Prepayment meter customers

If you have a prepayment meter, check that you haven’t run out of credit. If your prepayment meter shows an amount followed by ‘DEBT’, this means that you have indeed run out of credit. That would most likely explain the power cut. If this happens, you’ll have to top up your prepayment meter so that you have enough credit to pay for your energy usage.

However, if you already had credit on your meter at the time of the power cut, then it could be due to an internal fault in your home's electrical system. So check that your trip switches are set to 'ON'. If you've checked this and the power outage persists, contact a qualified electrician to sort it out.

If you want to speak to Npower about any of the emergencies listed above or any other one not already covered, give their Emergency and Safety Team a call.


blue telephone

Emergency and Safety Team
Please check with your provider if you don't know how much a call will cost.
0800 073 3000 or 0330 100 3000
*Monday to Friday: 8:00am to 8:00pm; Saturday: 8:00am to 6:00pm

NOTE: If your issue needs to be reported outside of the hours listed above, call Npower’s emergency metering team on: 0800 048 0540*
*Monday to Friday: from 8:00am to 8:00pm; and from 6:00pm Saturday until 8:00am Monday

Help with paying energy bills

The government is keen on helping all households across the UK avoid fuel poverty. Although improbable, you could still risk being disconnected if you don’t pay your energy bills. That’s why the government has been pushing all energy suppliers, including Npower, to offer assistance to their customers who are struggling to pay. Let’s take a look at some of the ways Npower provides help with paying energy bills.

1. Priority Services

Priority Services are free services that include help with your safety, communication and access needs. Eligibility to apply for this scheme depends on whether you or someone in your home is: of pensionable age, has a long term illness or is disabled or if there are children in the home. Some of these Priority Services include the following:

  • Option to receive bills in Braille, large print or audio CD.
  • Acces to an interpreter who can translate any communications between you and Npower if English isn’t your first language.
  • A minicom or textphone which can by used by typing in your message, which will then be relayed in voice format to Npower.
  • Free gas safety check.

If you have any questions about Npower’s Priority Services, their main number will put you through to someone who can help you.

Priority Services: Call 0800 073 3000 or 0330 100 3000*
*Monday to Friday: 8:00am to 8:00pm; Saturday: 8:00am to 6:00pm

2. Warm Home Discount

The Warm Home Discount is a one-off payment of £140 taken off the total of your electricity bills over the coldest months of winter in 2019/20. You can apply for this online. If you have questions regarding the Warm Home Discount, don’t hesitate to call them.


blue telephone

Npower’s Warm Home Discount team
Please check with your provider if you don't know how much a call will cost.
0808 172 6999 or 0330 100 8669 (or 0800 413 016 for textphone)
*Monday to Friday: 8:00am to 8:00pm; Saturday: 8:00am to 6:00pm

3. Health Through Warmth

If you have a long-term illness and are struggling to find the money to pay for your heating or to fund the repairs and insulation needed in your home, you could be eligible for the Health Through Warmth Scheme which you can apply for online. Npower does not have a contact telephone number to reach them for enquiries on their Health Through Warmth scheme.

4. Npower’s Energy Fund

The Npower Energy Fund aims to help Npower customers who are finding it tough to pay their energy bills. It’s funded by Npower and is run on their behalf by Charis Grants.

Note that you will be required to pay for all of your energy consumption for a period of three months before the award is applied to your account and your debt is cleared. If any payments for outstanding energy bills are not made, then the award may be taken away.

Apply for the Npower Energy Fund online, or call them on: 01733 421 060*.
*Monday to Friday: 8:00am to 8:00pm

5. Npower's Macmillan Fund

Npower has teamed up with Macmillan Cancer Support to create Npower’s Macmillan Fund. This provides assistance to energy bill payers undergoing cancer treatment. While you don’t have to be a Npower customer to receive it, eligibility criteria for the fund do apply.

Some of the ways Npower’s Macmillan Fund can help cancer patients who are struggling to pay their energy bills include:

  • capping energy bills
  • writing off debt

To find out if you’re eligible and how to apply for it, contact Macmillan Cancer Support:


blue telephone

Macmillan Cancer Support
Calls are free of charge from consumer landlines and mobile phones. If calling from another line, please check with your provider.
0808 808 0000
*Monday to Friday: 9:00am to 8:00pm

Meter readings

If your question is about how to read your gas and electricity meters, our guide will point you in the right direction. If you feel this doesn't answer your question, call Npower’s Meter Reading team on: 0800 073 3000 or 0330 100 3000*
*Monday to Friday: 8:00am to 8:00pm; Saturday 8:00am to 6:00pm.

Smart meters

Smart meters will gradually replace standard meters. They use a secure national communication network to wirelessly send your actual energy usage to your supplier, in your case, Npower. You will no longer get estimated energy bills or have to provide regular readings.

If you have a question regarding smart meters, call Npower’s smart meter team on: 0800 048 0582*
*Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.

Tell us about a bereavement

Npower has a dedicated Bereavement Team trained in the procedures to follow after the death of a loved one. For a quick run-down of what this entails, see our guide on what to do when someone dies.

If you still have questions, contact Npower’s bereavement team by phone:


blue telephone

Bereavement team
Please check with your provider if you don't know how much a call will cost.
0800 197 4033 or 0330 100 8633
*Monday to Friday: 8:00am to 8:00pm; Saturday: 8:00am to 6:00pm

Your online account

We stated at the beginning that you can actually get your question answered via your online account without having to call or email anyone. That’s why it’s important that you set up an online account.

If you run into any problems that you can’t resolve on your own, call their Online Account team by phone on: 0800 316 9331 or 0330 100 8601*
*Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.

Your answer could be in an FAQ page

Remember that many homeowners like you will most likely have asked the same question. That’s why Npower has created several FAQ pages, divided into the following categories:

  1. Bills and payments
  2. Meter readings
  3. Meter types
  4. Gas and electricity tariffs
  5. Boilers and heating
  6. Moving home

If your question has already been answered on one of these six FAQ pages, you’ll have saved yourself precious minutes in trying to contact Npower to answer it.

Making a complaint

Despite Npower’s flood of customer complaints that eventually led to its impending rescue from Eon, Npower still takes customer complaints very seriously. They have a dedicated team trained to receive and manage complaints from residential customers like you.


blue telephone

Customer complaints team
Please check with your provider if you don't know how much a call will cost.
0800 316 9328 (or for customers using a minicom or textphone: 0800 413 016)
*Monday to Friday: 8:00am to 8:00pm; Saturday: 8:00am to 6:00pm.

Email: complaints@npower.com

Post: Complaints Team, npower, PO Box 177, Houghton-le-Spring, DH4 9AQ


Npower business contact - business customers only

If you run or work for a company that’s being supplied by Npower for its gas and electricity needs, then you’re a business customer. This means that your method to contact Npower is different from those listed above. You will need a Npower business contact number. Although there are many of them on their website, each one corresponding to the type of query, we’ve actually laid them all out here for you. That way you can reach them for any business-related query you may have.

General enquiries

You can submit a general enquiry about your business supply by filling out their online form.

Bills and payments

You’ll know how to navigate around energy bills for business by understanding the small print. Whether you’re running a restaurant, hairdressers or retail shop, you’ll know that your expenditure on energy will depend on many factors. If you have queries regarding your business energy bills, contact Npower by phone:

  • If your account number starts with a 6, please call: 0330 100 8100*
  • For electricity bills and payments call: 0845 166 3360*
  • For gas bills and payments call: 0845 166 3320*

*Monday to Thursday from 8:30am to 5:30pm, Friday from 9:00am to 5:00pm.

Meter readings

Npower understands that your business never stops. There could be unpredictable times when you may need to submit or call Npower about a meter reading. That’s precisely why its department regarding meter readings for businesses has a phone line that’s open 24 hours a day, seven days a week.


blue telephone

Business Meter readings
Please check with your provider if you don't know how much a call will cost.
0845 672 2755
*Open 24 hours, 7 days a week.

Customer information

You may need some technical details about the services that Npower can offer your business. Perhaps it's the perks you can enjoy or standards of service you can expect. Whatever customer information you want from Npower, call their dedicated team who can help to give you what you need.

Existing customers:

  • Electricity helpline: 0845 166 3360*
  • Gas helpline on: 0845 166 3320*

New customers:

  • Small business sales helpline: 0845 071 0613*
  • Large business sales helpline: 0845 070 9494*

*Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.

Switching to Npower

Perhaps Npower has won you over as your preferred supplier for your business. Switching from your existing supplier to Npower has never been easier. Just one number, simple!

Switch to Npower: 0800 980 7107*
*Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.

Flame and light bulb

Call Selectra before you switch to get the best deal!

An energy expert will find the supplier who can cut your bills.

Moving business premises

Moving business premises is a huge step and should not be taken lightly. You may be moving out of Npower-supplied premises or moving into one. Either way, you’ll want to let Npower know that you're moving business address. If you want to do just that, or you have any related questions, contact their Moving Business Premises team on: 0845 075 0430*
*Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.

Making a complaint

In theory, if an energy supplier loses a residential customer, the resulting financial loss would not be big and could be easily recouped. Not so if they lose a business customer. It’s not surprising then, that Npower’s customer handling process is a lot more thorough for business customers compared to that offered to its residential ones.

If you have a complaint to make about the service Npower has delivered to your business, take note of the numbers below.


blue telephone

Customer Services Team
Electricity: 0845 166 3360
Gas: 0845 166 3320
*Monday to Thursday: 8:30am to 5:30pm; Friday: 8:30am to 5:00pm

Post: Customer Services, Npower, PO Box 583 Hull, HU5 1YU

Npower’s Business Complaints Handling Process

  1. If you submit your complaint to Npower by phone, their Customer Service adviser will try to resolve your complaint there and then. If the adviser can’t resolve it, he/she will pass it onto their Complaints Team. If you contact them by post, they’ll pass it on automatically to their Complaints Team.
  2. The Complaints Team will assign a dedicated Case Handler to investigate your complaint thoroughly and reach a solution within 28 working days. If this is not possible, the Case Handler will pass your complaint on to the Complaints Manager.
  3. The Complaints Manager will review how it was handled in the previous two steps, and based on this, will send you a Final Position letter. Npower highlights that if you’re a microbusiness, as opposed to a small, medium or large business, then you have the right to contest the decision taken in the Final Position letter (as per step 4 below). What’s a micro, small or medium business? See our Average Business Energy Bills Guide 2019.
  4. To either contest the Final Position letter, or eight weeks have passed since you originally submitted your complaint in step one, you can take it to the Energy Ombudsman. It’s free to use and completely independent from Npower or any other supplier.

Loss of supply

If you have a cut in your electricity supply, call 105 for free.

If you have a loss of gas supply, Npower offers three different telephone numbers to report it depending on when the loss of gas supply takes place and your meter type:

  1. If your loss of gas supply occurs between Monday to Thursday from 8:30am to 5:30pm or Friday from 8:30am to 5:00pm, contact Npower on 0845 166 3320.
  2. If the cut in supply occurs outside of these hours, contact the National Grid Metering on 0845 606 6766 (available 24 hours a day)
  3. If you have an EGS supplied meter, contact EGS on 01603 263 004 (available 24 hours a day)

Energy theft

 


What is energy theft? Energy theft (otherwise known as ‘meter cheating’), is when somebody tampers with a meter so as to pay either nothing or less than what they should pay for their energy supply. In other words, it’s a way of bypassing the meter so that actual usage rates can’t be measured.

How is energy stolen? Energy theft techniques include:

  • Using pieces of hosepipe to bypass gas meters.
  • Breaking off teeth from the cogs in meters to rig the meter readings.
  • Using a smartphone to reverse a meter.
  • Installing a spare meter to run in between the energy company’s readings.

What are the dangers? Tampering with any gas supply carries a very high risk of causing a gas leak. This is in addition to other dangers that affect human safety. Anybody inside premises where gas fumes have built up can suffer headaches or fall unconscious.

How do I report it to Npower? Call this number to report a possible energy theft in your business premises: 0845 166 3360*
*Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.

Smart meter installation

Smart meters for businesses reap their benefits very quickly. There are many good reasons why you’d want to have one installed on site.

If you’re a Npower business customer and would like to either confirm, cancel or rebook a smart installation appointment, you’ll need to have to hand two things before you call Npower:

  1. Your account number.
  2. Your appointment letter.

Once you have these two things to hand, call Npower’s dedicated team to smart meters for businesses on: 0800 980 9907*
*Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.

Don’t forget the FAQ pages

Remember that your burning question may already have been answered in Npower’s FAQ page. In fact, they have several FAQ pages divided into the following topics:

  • Meter readings
  • Loss of supply
  • Moving premises
  • Customer information

So if you have a question that relates to any of the four topics listed above, see if you can find the answer before getting on the phone to Npower.