Help for those on benefits, disabled or ill

npower have partnered with the Department for Work and Pensions (DWP) and Macmillan Cancer Care to provide help for those who receive benefits or have a disability or critical illness such as cancer.

We always try to ensure we have up to date records and want to make sure we fully understand your circumstances, so when you phone, please tell us if you:

  • Or someone living with you are elderly, or have a disability or long-term illness
  • Receive Income Support or income-based Jobseeker's Allowance
  • Are a tenant, or the account is in your landlord's name and you pay them for your gas or electricity

Help for those who are receiving benefits, disabled or illopen/close

If you receive certain benefits you may be eligible for our Fuel Direct scheme. Fuel Direct is a payment scheme where the Department Work and Pensions (DWP) deduct a set amount agreed between us and you each week to pay towards your bill and any outstanding payment.

This payment method is available for both gas and electricity consumption. The amount deducted will be the cost of your bill plus £3.55 towards any outstanding balance, the £3.55 is a set amount from the DWP and cannot be changed.

To be eligible for Fuel Direct you must be in receipt of one of the following benefits:

  • Income support
  • Income based job seekers Allowance
  • Pension credit
  • Income related employment and support allowance

We also offer other schemes which you may be eligble for:

The Warm Home Discount offers npower customers an annual benefit of £130 (Inclusive of VAT) on their electricity bill.
Find out more about the Warm House Discount

The Warm Response Service may be able to offer you some extra help. Please let us know if you're in poor health, you're over 60 or if you have a disability, as you may be able to benefit from some of the services available.

Health Through Warmth® offers help to vulnerable people living in England and Wales who have long term, cold related illnesses and need assistance to fund and install heating and insulation in their homes.

Further information
If you think you may be eligible for any of the above schemes or would like help and advice please contact us.

In order to help us deal with your enquiry as quickly as possible please have the following with you when you contact us:

  • An up to date meter reading
  • The name of the benefit you are receiving (if applicable)
  • Your date of birth
  • Your national insurance number

Additional help for those with canceropen/close

Cancer patients feel the cold more because of their condition and usually need to spend more time at home when their household income has often dropped. At npower we understand that cancer patients are more at risk of suffering fuel poverty. The Fuel Management Programme offers npower customers affected by cancer some extra help to manage their energy bills.

npower customers diagnosed with cancer can call the Macmillan helpline 0808 808 0000 to find out if they are eligible for the Fuel Management Programme which:

  • Cuts bills
  • Provides assistance with energy arrears
  • Offers energy efficiency advice and a full benefits entitlement check

If you’re eligible, we’ll set you up on a payment plan which is below 10% of your income, taking your household out of fuel poverty – and this is protected should your consumption increase.

So far, over 900 of our customers have benefited from the npower Fuel Management Programme, making an average saving of over £900 per household. Also, since the scheme started almost £1 million of customer debt has been written off.

If you’d like to know more, please speak to your Macmillan support nurse who will be able to help answer all of your questions about the scheme. Alternatively, visit Macmillan’s ‘freeze out fuel poverty’ campaign.

As part of our ongoing commitment to helping those with disabilities we are in the process of making our website accessible to everyone. Find out more by reading our Accessibility statement


For further information and advice please visit Energy UK.

A customer is vulnerable if for reasons of age, health, disability or severe financial insecurity, they are unable to safeguard their personal welfare or the personal welfare of other members of the household. Source: npower Debt Policy and Safety Net guidelines.