Debt management

We may be able to help

If you want to discuss a problem you're having with paying an npower bill, you can contact us on 0800 073 3000 (free from most landlines) or
0330 100 3000 (included in an 'inclusive minutes' from mobiles).

Lines are open from Monday to Friday from 8.00am to 8.00pm and on Saturday from 8.00am to 6.00pm. Below are some of the ways that we and others may be able to help if you're struggling with your bills. Also, there are contact details for other organisations who may be able to help you.

Payment plans

You can pay what you owe by weekly, fortnightly or monthly instalments over short or longer periods. We will agree an amount for you to pay back, taking account of:

• the charges you will have to pay for future energy use;
• how much you can afford to pay; and
• any problems you’ve had with payment plans in the past.

Prepayment meter

If appropriate we can install a prepayment meter and set it to cover the energy you use and to pay back the money you owe based on what you can afford.

Direct payments (Fuel Direct)

This may be helpful if you receive certain benefits and a prepayment meter is not suitable for you. If the Department for Work and Pensions agrees they will take an amount from your weekly benefits and pay it to us to cover what you owe and your future energy use.

Money advice agencies

If you are in general financial difficulty or have a number of debts, you may be able to get help and advice from your local Citizens Advice Bureau (CAB) or a money advice agency (like the Consumer Credit Counselling Service (CCCS)). You can also find the contact details of your local CAB in your phone book. You can also go to the Money Advice Trust for a list of other agencies who may be able to help you. With any of these agencies, we will take account of what they tell us when agreeing a repayment arrangement.

Energy Efficiency

For free advice on using less energy in your home, get in touch with our Energy Savings team. Go online to www.npower.com/savingenergy or call 0800 022 220 (free from most landlines) or 0330 100 8620 (included in any 'inclusive minutes' from mobiles).

Phone calls: 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.