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Npower contact details: home & business customers

Npower contact

As a large energy supplier, Npower offers a wide range of different options if you want to get in touch. From the number you need for questions about your bills and the right number for potential customers to call for more information on tariffs, to the contact information for business customers, we break down all the Npower contact details you need in one handy guide.


Npower contact details: existing customers

Existing customers have a number of different Npower contact options to choose from when they want to get in touch with the supplier. From the old-fashioned phone call to live online chats, you can find all the contact details you need in this section, including the specific phone numbers for making a complaint, online account troubles and smart meter queries.

Contact options for general enquiries

For any questions about your energy tariff, billing, payments and general queries, customers can contact the Npower customer service team on the number listed below.

blue telephone

Npower Customer Service
Calls to 0800 numbers are free. Calls to 0330 numbers are charged as standard calls
0800 073 3000 or 0330 100 3000
*Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm

If you have hearing or speech difficulties, you can still contact Npower via phone. Through minicom or textphone, your typed telephone message can be sent directly to the supplier on the following number:

 Npower contact for minicom or textphone: 0800 413 016 (Monday to Friday: 8:00am-8:00pm; Saturday: 8:00am-6:00pm)

If phoning is not your preferred Npower contact option, there are a number of other ways you can reach out to the supplier and chat to a customer service agent:

  • Npower live chat - this option connects you to a ‘virtual agent’ who can answer your questions in real time. If it’s unable to provide you with a satisfactory response, it will put you in touch with a customer service agent who can.
  • Social media - like most energy suppliers, Npower has a presence on social media meaning another Npower contact option is Facebook or Twitter. Simple send the provider a private message on either platform and a customer service agent will get back to you in due course, but don’t expect a reply outside of its operating hours (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm).

Talk to a real person - FastYou won't have to talk to a machine or wait on hold for hours. Our free service will put you through to a real person without the wait. Call 020 3966 4692 or get a free callback now.

Npower contact for complaints

Unfortunately, no energy supplier is perfect and mistakes and errors happen. If you experience any errors or unsatisfactory service from Npower, you can place an official complaint and the supplier will work to resolve it. There are a number of ways you can contact Npower to complain:

  1. By phone: ring 0800 316 9328 and select option 1 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)
  2. By minicom or textphone: 0800 413 016 (Monday to Friday: 8:00am-8:00pm; Saturday: 8:00am-6:00pm)
  3. By email: complaints@npower.com
  4. By post: address a letter to Complaints Team, npower, PO Box 177, Houghton-le-Spring, DH4 9AQ

The complaints team will try to resolve your issue as quickly as possible. If your problem is particularly complex, they will aim to resolve it within 28 working days.

If you are unhappy with the response you receive from the complaints team, your complaint will be passed on to the Customers Relation Team. You can contact this team using the following Npower contact details:

  1. By phone: ring 0800 316 9328 and select option 2 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)
  2. By minicom or textphone: 0800 413 016 (Monday to Friday: 8:00am-8:00pm; Saturday: 8:00am-6:00pm)
  3. By email: customer.relations@npower.com
  4. By post: address a letter to Customer Relations Team, npower, PO Box 177, Houghton-le-Spring, DH4 9AQ

If you remain unhappy with Npower’s response to your complaint, or the supplier fails to offer a resolution after eight weeks, you can take your complaint to the Energy Ombudsman.

Meters: smart meters, prepayment meters & readings

If you’re having difficulties reading your meter, or you simply have some questions about previous meter readings, you can use the Npower contact number for the Meter Reading Team to get some extra help.

 Npower contact for the Meter Reading Team: 0800 073 3000 or 0330 100 3000 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)

Before contacting Npower, why not check out Selectra’s meter reading guide. This gives you step-by-step instructions on how to read your meter and can save you a phone call.

The Meter Reading Team can also help you out with any questions related to a prepayment meter, including how to get a new payment card/key and how to top up.

Smart meters

Smart meter customers have a different Npower contact number to call if they need help with their meter. To get in touch with the dedicated Smart Meter Team, ring the number listed below:

 Npower contact for the Smart Meter Team: 0800 048 0582 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)

If you’re an existing customer and would like to learn more about smart meters, including how they work and how to get one installed in your household, check out our Npower smart meter guide.

Online account

The online portal is a great way to manage your energy tariff. Here you can submit meter readings, track your energy usage and even view old bills.

If you’re having problems logging in to your online account, the step-by-step guide on the login process included in our Npower login page can help you out. It even contains information on what to do if you have forgotten your password and how to register for an account in the first place.

If you’re experiencing problems accessing your account or have questions about how to use it, you can ring the following Npower contact number to chat to a member of the Online Account Team.

 Npower contact for the Online Account Team: 0800 316 9331 or 0330 100 8601 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)

Bereavement team

The Bereavement Team are trained to offer you support during the difficult process of dealing with the account of a loved one who has passed away. If you need to contact Npower under these difficult circumstances, ring the Bereavement Team on the number listed below:

 Npower contact for the Bereavement Team: 0800 197 4033 or 0330 100 8633 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)

When you ring, you will need to provide the following information:

  • Your relationship to the person who has passed away
  • The date the person passed away
  • Their address and account details
  • Your contact number
  • Details about who will be responsible for the account moving forward

Extra support with energy bills

There are also a range of Npower contact details for the many different services the supplier provides for its customers who need a bit of extra help paying their bills and managing their account. In the table below we have listed the contact numbers for each service.

Service/scheme/fund
Contact number
Opening Hours
Warm Home Discount 0808 172 6999 or 0330 100 8669 Mon to Fri: 8am to 8pm
Sat: 8am to 6pm
Priority Services 0800 073 3000 or 0330 100 3000 Mon to Fri: 8am to 8pm
Sat: 8am to 6pm
Energy Fund 01733 421 060 Mon to Fri: 8am to 8pm
Help Through Warmth 0800 022 220 Mon to Fri: 8am to 8pm
Saty: 8am to 1pm
Macmillan Fund 0808 808 0000 Mon to Fri: 9am to 8pm

Check your eligibility in minutesIt can sometimes be difficult to tell if you are eligible for energy schemes. Find out in minutes if you are and what to do if you're not. Call 020 3966 4692 or get a free callback now.


Npower contact number: new customers

New customers looking to switch to an Npower tariff can give the provider a call for more information on making the switch. You find out how long switching will take and what you have to do your end to make it happen.

blue telephone

Npower contact number for New Customers
A call agent can talk you through the switching process
0800 156 0056
*Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm

Before contacting Npower for a quote, why not use Selectra’s consumption calculator to see how much energy you use? This will help you be better informed about your energy usage and have a better understanding ofyour tariff quote.


Npower emergency contact

First things first, if you experience a gas or electrical emergency, you should not contact Npower as the first point of call.

In the case of a gas leak, get out of the building and contact National Gas Emergencies on 0800 111 999.

two lightning bolts

In the case of a power cut, you can report it by ringing 150. You can also contact your electricity distributor directly. Find the electricity distributor for your area, and its contact details, now.

If you’re not experiencing an emergency but would like more information about gas, electrical and carbon monoxide safety, you can chat to an expert in the provider’s Emergency and Safety Team. This is also the number to call if you’re having problems with your meter.

 Npower contact for the Emergency and Safety Team: 0800 073 3000 or 0330 100 3000 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)

For meter problems that occur outside of these operating times, call the Emergency Metering Team on the following number. This team operates Monday to Friday 8pm to 8am, and from 6pm Saturday to 8am Monday.

 Npower contact for the Emergency Metering Team: 0800 048 540

Contact Npower if you’re moving house

Whether you’re moving out and want to close your account or moving in to a new home and want to open an account, you need to contact Npower to let it know. This also applies if you’re a landlord and you’re changing tenants. You can do this all online through your online account, or you can call the Moving Team.

 Npower contact for the Moving Team: 0800 316 8558 or 0330 100 8658 (Monday to Friday: 8am to 8pm; Saturday: 8am to 6pm)

If you don’t have a smart meter, you will need to provide the team with the final meter readings from your old home, so make sure you take a reading before you hand over the keys to the new owners.

For more information on everything you need to do when moving home with Npower, read our Npower moving guide.

Compare the cheapest energy tariffs on the marketOur trained advisors can find you the cheapest deals in just a few minutes. Call 020 3966 4692 or get a free callback now.

Npower contact for Feed In Tariff application

On 18 December 2018, the Government announced it would close the Feed In Tariff (FIT) scheme to new applicants from 1 April 2019. Any applications received on or before 31 March 2019 will be unaffected by the closure. If your installation has been accredited and an MCS certificate has been issued before 31 March 2019, you have until 1 April 2020 to submit an application.

If you are still eligible to apply for the FIT scheme, you can use one of the following Npower contact methods to request an application form.

  • Phone: 0800 048 0520 or 0330 100 7567 (*Monday to Friday: 9:00am to 5:00pm; Saturday: 8:00am to 6:00pm)
  • Email: microgeneration@npower.com

When you have filled out the form, return it via email or post with the following documents:

  • Copy of Microgeneration Certificate Scheme (MCS) certificate or ROO-FIT accreditation certificate for your installation
  • Proof that you own the installation
  • Copy of your EPC Certificate
  • Signed set of Multi Installations declarations

Npower contact: business customers

For customers with business tariffs, the Npower contact details are different to those for domestic customers. If you have an Npower business tariff, or are interested in getting one, you can find all the contact information you need in the following section.

Npower has recently introduced a new billing system. New business customers are automatically put on this system and existing customers are gradually being moved over to it. As a result, there are currently two Npower contact numbers for most business sections: one for new customers and those on the new system, and one for existing customers on the old system. You will be informed if and when your account is moved over so you will know which number applies to you.

Existing business customers

Existing business customers might need to get in touch with the supplier for a number of reasons, such as issues with bills and payments, or even to report energy theft. In the table below we have listed all the Npower contact numbers you might need.

Query
Npower contact number
Operating hours
Bills and payments
  • If account number starts with a six: 0330 100 8100
  • If not call:
    • 0845 166 3360 (electricity)
    • 0845 166 3320 (gas)
Mon to Thur: 8:30am to 5:30pm
Fri: 9:00am to 5:00pm
Meter readings 0845 627 2755 24/7
Book a smart meter installment 0800 980 9907 Mon to Fri: 8am to 8pm
Sat: 8am to 6pm
Report energy theft
  • 0845 1663360
  • 0330 100 8100 (if on new billing system)
Mon to Thur: 8:30am to 5:30pm
Fri: 9:00am to 5:00pm

Complaints

  • 0845 166 3360 (electricity)
  • 0845 166 3320 (gas)
  • 0330 100 8100 (If on new billing system)
Mon to Thur: 8:30am to 5:30pm
Fri: 9:00am to 5:00pm
Gas supply cut off
  • 0845 166 3320
  • 0330 100 8100 (if on new billing system)
  • 0845 606 6766 (out of hours)
  • 01603 263 004 (if meter supplied by EGS)
Mon to Thur: 8:30am to 5:30pm
Fri: 9:00am to 5:00pm

If your business experiences a power outage, you can report it by ringing 150.

New business customers

Customers thinking of switching their business supply to Npower should give the supplier a call on the following number. The customer service agent will be able to answer all your questions relating to switching.

blue telephone

Npower contact for New Business Customers
A call agent will be able to answer all your questions
0800 980 7107
*Monday to Thursday: 8:30am to 5:30pm; Friday: 8:30am to 5:00pm

Moving business premises

If you’re moving your business premises (either out of an Npower supplied building or into one) you need to contact Npower to let the supplier know. There are two numbers to ring in order to do this (call the one that applies to your circumstances):

  • 0845 075 0430 (Monday to Thursday: 8:30am to 5:30pm; Friday: 8:30am to 5:00pm)
  • If on new billing system: 0800 980 5505 (Monday to Thursday: 8:30am to 5:30pm; Friday: 8:30am to 5:00pm)

When you call, you will need to provide the call agent with your company name, address, final/initial meter readings and the date you moved out/into the premises.

If you are moving out of a premise the provider supplies, you will also need to give your forwarding address and phone number, plus the contact details of the business that will be occupying the premises when you leave. If you are moving into a site the provider supplies, you will need to provide the forwarding address of the previous occupier.

General enquiries: Npower helplines

If you have a general query, such as what arethe supplier’s deemed rates or where can you find your account number, you can call the electricity and gas helplines. These Npower contact numbers are the fastest way to get your questions answered.

Customer status
Helpline number
Operating hours
Existing customers
  • Electricity helpline: 0845 166 3360
  • Gas helpline: 0845 166 3320
Mon to Thur: 8:30am to 5:30pm
Fri: 9:00am to 5:00pm
New customers
  • Small businesses: 0845 071 0613
  • Large businesses: 0845 070 9494
Mon to Thur: 8:30am to 5:30pm
Fri: 9:00am to 5:00pm

Is Npower suited to your priorities and needs? Read our analysis of Npower reviews to see what the supplier does well and find out.

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