Getting things right for our customers

Following our letter of apology to all customers in December, we've been working really hard and made some real progress, both on problems we've had and the overall service we're now providing.

The problems we have experienced have been due to the fact we’d transferred our customer details onto a new computer system – which led to some bills going out later than they should have done, and an increase in the number of complaints we had a result.

We are continuing on our journey to make things better for our customers. See what we're doing to make managing your energy a little more straightforward.

We explained what we’re doing to put things right at the time. But today, six months on, we’d like to give you an update.

Here’s what we’ve done

  • 1 Late bills currently affect 280,000 customers. This will be reduced to 65,000 by the end of August 2014, affecting around 2% of all customers.
  • 2 We’ve focussed on solving the oldest problems first, so the majority of the billing backlog is now less than six months old.
  • 3 We’re now billing 92% of all customers, and 95% of new customers, on time.
  • 4 We’re now clearing 88% of complaints within 24 hours.
  • 5 We’re making sure our customers are not financially disadvantaged as a direct result of our billing problems.

Here’s what we’re going to do next

  • We’re investing an extra £20m and have assigned an additional 650 members of staff to help with our issues (in addition to an extra 800 last year).
  • If we haven’t issued a bill for energy used more than 12 months ago, then we will not try to get that money back – this is in line with the industry billing code.
  • Customers who left npower before the 1st December, and did not receive their final bill by 1st June, will have their unbilled debt cleared.

We're here to help

 

Our continued promise to our customers is that no customer directly affected by the problems with our billing system will lose out financially. We appreciate that you may need to talk to us, that you’ll have questions, and you want to let us know how you feel. For that reason, we have more people on the phones who are ready to listen, and ready to help. If there’s anything we can do then please call us:

From landlines:

0800 073 3000

From mobiles:

0330 100 3000

View our opening times and call charges

Everyone at npower is dedicated to making these changes and resolving these problems. We are absolutely committed to treating our customers fairly, not only complying with our regulator Ofgem's Standards of Conduct, but also putting our customers at the heart of everything we do.

Our Standards of Conduct

Ofgem investigation

You may be aware that we apologised to our customers in December for some customer service issues. We had installed a new billing system, which affected how we looked after our customers. Since then, we have been working closely with the energy regulator Ofgem to keep them updated on our progress in resolving these issues.

While we have been making some progress, we recognise that it's taking longer than we planned, so we've agreed with Ofgem on further measures to resolve these issues.

In the meantime, if you’re struggling with an npower bill, please call us for free on 0800 073 3000 from landlines or 0330 100 3000 from mobiles (view our opening times). We've promised that no customer will lose out financially as a direct result of these system issues.

We're here to help

 

Our continued promise to our customers is that no customer directly affected by the problems with our billing system will lose out financially. We appreciate that you may need to talk to us, that you’ll have questions, and you want to let us know how you feel. For that reason, we have more people on the phones who are ready to listen, and ready to help. If there’s anything we can do then please call us:

From landlines:

0800 073 3000

From mobiles:

0330 100 3000

View our opening times and call charges

Everyone at npower is dedicated to making these changes and resolving these problems. We are absolutely committed to treating our customers fairly, not only complying with our regulator Ofgem's Standards of Conduct, but also putting our customers at the heart of everything we do.

Our Standards of Conduct

Putting things right

We welcome your feedback. It helps us find out about things we need to put right, and makes it easier for us to meet your expectations of us as your energy provider.

No one’s perfect though, and we think transparency is important, so we will tell you if we got something wrong and we’ll do our best to put it right as quickly as possible. Some things we can take care of within one working day. Others may take longer, such as looking into problems with your meter for example. But in every case, we’ll do our best to make sure you’re satisfied with the outcome.

Total complaints

Total number of complaints we have received each month.

Chart showing the total number of complaints received

Complaints unresolved after 1 day

Complaints unresolved by the end of the first working day after the complaint was received.

Chart showing the outstanding number of complaints

Total complaints outstanding at the end of each month

Chart showing the total complaints outstanding at the end of each month

Ombudsman complaints outstanding

Complaints which have been received by the ombudsman and referred to us to resolve.

Chart showing complaints which have been received by the Ombudsman and referred to us to resolve

Ombudsmen remedies >28 days

Cases in which 28 days have passed since ombudsmen decision was made.

Chart showing cases in which 28 days have passed since ombudsmen decision was made

Late invoicing

The problems we have experienced have been due to the fact we’d transferred our customer details onto a new computer system – which led to some bills going out later than they should have done, and an increase in the number of complaints we had as a result. We are working very hard to put things rights and appreciate your patience whilst we try and make things better. We would like to give you an update.

Late invoices

Here's an update on how we are getting on with clearing our backlog of late invoices

Chart showing how we are getting on with clearing our backlog of late invoices

Answers to your questions

Where's my bill?open/close

We're sorry if you have experienced a delay in receiving your bill. We're working really hard to reduce the backlog caused by our billing system issues and hope to be back to normal by September.

I'm worried about getting a bigger bill, what can I do?open/close

Call us. We know it may be hard to budget for a bill if it doesn't arrive when you expect it to.

What happens if I can't pay the bill?open/close

Please call us. If, as a result of our system problems, you weren't expecting to pay the amount that's shown in your bill, then we'll give you longer to pay the bill.

I left npower a while ago but still haven't received my final bill. Will I have to pay it?open/close

If you left us before 1st December, and didn't receive your final bill by 1st June, we'll clear any unbilled debt. If you owe us money from a previous bill, that part of the balance will not be reduced.

If you feel you're struggling to pay the bill, please do not worry - do get in touch with us as we can offer help with longer payment periods. You can call us for free on 0800 073 3000 from a landline or 0300 100 300 from a mobile.

Related questions

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We're here to help

 

Our continued promise to our customers is that no customer directly affected by the problems with our billing system will lose out financially. We appreciate that you may need to talk to us, that you’ll have questions, and you want to let us know how you feel. For that reason, we have more people on the phones who are ready to listen, and ready to help. If there’s anything we can do then please call us:

From landlines:

0800 073 3000

From mobiles:

0330 100 3000

View our opening times and call charges

Everyone at npower is dedicated to making these changes and resolving these problems. We are absolutely committed to treating our customers fairly, not only complying with our regulator Ofgem's Standards of Conduct, but also putting our customers at the heart of everything we do.

Our Standards of Conduct