Switch energy supplier online
Here are some of the things you can expect after switching to us:
Within the first 5 days
We'll send you a Welcome Pack and a copy of your contract. This will contain the details you have provided and your contract number, along with our Terms and Conditions.
You can use your contract number to create an online account and track your switch with Welcome Centre. It lets you see how you're progressing, read helpful information and send us an opening meter reading when you need to.
Follow your switch with Welcome Centre
You've got 14 days to change your mind from the day you sign up, so check your information to make sure you're happy.
And remember, we'll contact your current supplier to tell them you're switching – you don't have to do a thing.
Within a further 10 days
We'll be in touch to confirm your start date with us, and ask you to send us a meter reading.
Then we'll send the reading to your existing supplier so they can give you a final bill.
It's important not to stop your payments until you've paid this - they can object to you leaving if you owe them money.
They may also try to persuade you to stay with them – if you have any concerns about switching to us call us on 0800 316 3375.
Lines are open Monday to Friday from 8am to 8pm, Saturday 8am to 6pm.
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Within a further 2 days
We'll take control of your energy supply and send you your first bill within 3 months.
Then once you're all set up, you can create an online account if you haven't already. You'll be able to send us meter readings, see your usage and view or paying bills.
Once your switch is complete
Direct Debit set up
If you choose to pay by Direct Debit, we'll send you confirmation of your Direct Debit amount once this has been set up by your bank. Confirmation of the date and amount of your payment will be sent to you in writing at least 14 days in advance of the first payment.
Online account registration
You can register for an online account after your first payment.
If vouchers were included in your switch, please allow up to 8 weeks after the completion of your switch for these to be sent through to you. If you have switched to npower through an independent comparison site or through a cash back site please contact them directly regarding receipt of incentives.
Cancelling your contract
We give all our customers a 14 day 'cooling off' period during which you can cancel your contract. You will not be able to cancel the contract if you are outside your 14 day cooling off period.
If you change your mind, just call us free on 0800 3163375 from landlines or 0330 1008674 from mobiles (included in any 'inclusive minutes), write to us at PO Box 177, Houghton le Spring, DH4 9AQ or email us at email@example.com
If you have changed your mind about your switch and it's too late to cancel, you will still join npower and will need to provide us with opening meter readings. If you switch to an alternative supplier straight away, you will remain with us for around 17 days whilst your new supplier is initiating the change of supply process. If you have cancelled your contract and subsequently change your mind, we are unable to reactivate that application. In this instance, we'll simply set up a new contract for you.
We'll send you confirmation in writing 7-10 days after we have cancelled your contract.