Visiting your premises - our code of practice

We may need to visit your premises from time to time, or sometimes more often. Here are some of the reasons why we need to visit, how we meet our obligations as a supplier, and the arrangements we have in place to make sure you know it's us.

Our code of practice covers

  • Why we’ll visit you
  • The process for visiting your premises
  • Our people - their selection, training, and identification
  • What to do if you have a complaint
  • Where you can find independent advice

Our representatives who may visit you could range from our meter operators and data collectors, credit management companies, agencies, or representatives directly from npower. We may need to visit your premises to carry out work, to speak to you, to get information about your meter or supply. As well as other reasons.

When you’ve appointed agents to visit you, we expect them to behave in the same manner as our own people. Terms may vary depending on the agreements you’ve made with your chosen agent.

Our representatives will always endeavour to act responsibly and in accordance with your rights.

Why we’ll visit you open/close

The most common reason for visiting you is to read, check and inspect your meter. We may also attend your premises to install, repair, refit or disconnect an existing meter, or to support you with an interruption to your supply.

Usually our representatives won’t visit you before 8am or after 8pm - or 7am and 9pm in the summer months.

Our sales representatives may visit between 8am and 8pm, or up to 9pm if they’ve agreed an appointment with you. If we need to visit you for any other reason, we’ll usually try to agree a rough appointment time.

In the case of an emergency, such as a loss of supply, we might visit outside of these times but may not be able to confirm a time with you.

Whenever possible or practical, we’ll always do our best to let you know we’re visiting in advance, through our online portal, or by email, phone or letter.

The process for visiting your premises open/close

When a visit needs to be arranged, we’ll aim to offer you an appointment at a time that’s right for you. Most appointments we have are for the morning, afternoon, or blocks of two hours on most working days.

Depending on the type of visit, sometimes we may be able to offer a more solid time but we can’t always guarantee it.

When visiting your premises, our representatives will show you their identity card, and give you the reason for their visit. They’ll give you their full name, and will confirm their association with npower.

You can ask to hear these details again, or to see their identity card again at any time during the visit.

If you wish to confirm any information given to you, you can also contact us directly during the visit using the details provided below. To ensure your always get through to the right business team, please be sure to call the number that matches the one on your bill.

For the npower Business (SME) customer contact centre please call:

Gas

0845 166 3320

Electricity

0845 166 3360

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

View call charge information

For the npower Business Solutions (I&C) customer contact centre please call:

Gas or Electricity

0800 138 2322

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

View call charge information

Remember that genuine callers won’t mind if you check their details.

Don’t let anyone in unless you know who they are and have seen proof of their identity.

If you think they aren’t genuine, don’t let them in and call the police, and us too if possible.

Our people - their selection, training, and identification open/close

When we recruit new employees we, and the agencies working on our behalf, are careful to make sure we choose the right people. They’re thoroughly trained to make sure they’re able to do their jobs capably and professionally.

Our representatives, as well as being trained and qualified, will also be:

  • able to talk you through what they’re doing and why
  • have the skills necessary to perform the required tasks at your premises
  • a fit and proper person to visit you and enter your premises
  • able to let you know of a contact point for help and advice, at your request
  • fully aware of health and safety and not intentionally place you, themselves or your premises at risk
  • mindful of your property, as well as their language and behavior

Our representatives wear a uniform and if possible their vehicles will also display a company logo, and they’ll always let you know that they’re visiting on behalf of npower. Also, if you’ve agreed a password with us, our representatives will be made aware of this before or during their visit.

They’ll also show you their identity card as soon as they arrive and will give you time to read it. The card includes their name, their photo, employee number, expiry date and a company name of who they represent. It will also give a phone number that you can call to check that the representative is genuine, or you can call our contact centres directly:

For the npower Business (SME) customer contact centre please call:

Gas

0845 166 3320

Electricity

0845 166 3360

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

View call charge information

For the npower Business Solutions (I&C) customer contact centre please call:

Gas or Electricity

0800 138 2322

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

View call charge information

We renew our representatives' identity cards regularly. And we make sure they hand in their cards when they leave us.

Remember that genuine callers won’t mind if you check their details.

Don’t let anyone in unless you know who they are and have seen proof of their identity.

If you think they aren’t genuine, don’t let them in and call the police, and us too if possible.

What to do if you have a complaint open/close

Although we aim to provide you with the best possible service, we understand that sometimes things can go wrong. If a visit did not meet your expectations and you’d like to make a complaint about this, or any other issues of concern with our service, please see our complaints handling procedure (for small and medium to large businesses).

We take complaints very seriously and we will aim to let you know we’ve received your complaint as soon as we can, in line with our complaints handling procedure and our business-wide complaints policy.

Where to find independent advice open/close

If you have any queries or concerns, you should always contact us first as we may be able to help. However, there are services that offer independent advice, such as the Citizens Advice Bureau and their Adviceguide service. You can call Citizens Advice on 08454 040506.

For more details about anything in this statement, call our customer services using the number shown on your bill, or as shown below.

For the npower Business (SME) customer contact centre please call:

Gas

0845 166 3320

Electricity

0845 166 3360

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

View call charge information

For the npower Business Solutions (I&C) customer contact centre please call:

Gas or Electricity

0800 138 2322

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

View call charge information