Introducing your new look clear and simple bill

Example bill

We’ve been listening to your feedback:

 

"No jargon, simple and transparent."
 

 

"I want a bill that is clear and easy to understand."

Over the past 2 years we have talked to hundreds of customers about the design and content of our new bill. We’ve listened to your feedback and made our bill clearer and easier to understand.

Your new bill is now broken down into simple, easy to read sections. It uses colour coding, to help navigate between sections so that all the important information you need is clear and upfront. It is now easy to see how much energy you’ve used, how much it costs and if you’re on the best tariff available.

This is just one of the ways we’re providing simple and clear energy for our customers.

View our new bill video to find out more

+ Transcript

Introducing your new look clear and simple energy bill.

Customers told us that energy bills are far too complicated which is why we’ve made our bill simpler, clearer and easier for you to understand

We’ve used icons and bold colours so all the important information is clear and much easier to find. It’s also easier to see how much energy you’ve used and how much it costs.

This video shows each section of an npower bill, using a monthly direct debit bill as an example.

‘Your energy statement’ contains important information, including the address we send your bills to, your customer account number, which you’ll need every time you contact us, and the time period covered by this statement.

Your monthly payment amount is shown here. This important information will be the first thing you see when you look at your bill.

If we need to alter your payment amount to cover the cost of the energy you use, we will let you know here and tell you when this will change will happen.

‘Your energy details’ gives you useful information about your tariff and an overview of your energy use.

You will see your most recent meter readings for electricity and gas and whether this reading was taken by you, one of our meter readers or if it has been estimated.

Sending us regular meter readings online or by phone will mean more accurate bills - so you only pay for the energy you actually use.

You can provide a meter reading at any time online or by calling our automated meter reading telephone service, and if you manage your account online you can get regular reminders to send us a meter reading before we produce your bill.

Here, you can see at a glance how much energy you have used in kilowatt hours, and how much it has cost you in pounds and pence.

You will also see the average amount of energy you have used (or spent) each day, and a handy comparison to show if you are using more or less energy than the same time last year.

‘About your tariff’, gives you more detailed tariff information, which can be used to make direct comparisons - making sure you are on the best tariff for your energy needs.

Your personal projection shows the total cost of the energy we predict you to use over the next 12 months, based on how much energy you’ve used in the previous year.

‘How your energy adds up’ gives you a breakdown of how we have calculated your energy bill.

Your meter readings for electricity and gas are used to calculate the amount of energy you have used.

Electricity is measured in kilowatt hours but we have to convert gas units into kilowatt hours. In the gas section you will see a calorific value, this relates to the amount of energy contained in the gas you burn, which varies due to the different sources of gas.

We then use this equation to convert your gas units into Kilowatt hours.

Once we know the total amount of energy you have used in kilowatt hours, we apply our prices to work out the cost of your energy.

On most tariffs you pay a daily standing charge, which covers the fixed costs of supplying electricity or gas to you.

If you’re entitled to a discount for paying by Direct Debit this will be taken off your daily standing charge."

We multiply the cost per kilowatt hour by the number of units you have used and add VAT to give you your total energy cost

'What you’ve paid’ outlines the payments made since your last statement and shows if there is anything left to pay.

To work this out we add together the amount left to pay from your last statement and the total cost of energy used during the current period. We then take off any payments you have made, to leave you with an account balance. This is for your information only as we will continue to request your monthly payments from your bank account.

‘Your monthly payment’ clearly shows your new payment amount, split down by fuel and combined to give a total.

If your payments haven't covered the cost of energy used you will see an outstanding balance. If you pay this within 10 working days, your monthly payment will reduce to the amount shown here. If you choose not to pay it, this debit amount has already been included in your new monthly payment.

On the final page, ‘Energy explained’ helps you to understand how much energy you are using in your day-to-day life and shows you how far a kilowatt hour of energy actually goes. Useful tips on how you could save money on your energy bills can be found on our website.

‘Where to get help’ gives you all of the contact details you might need, as well as all of your reference numbers so that we can help you as quickly as possible. You will also find contact details should you need any independent advice on energy and details of who you should contact in an emergency.

npower - Making things clearer for customers

Want to find our more about what makes up your energy bill?

Is your bill based on an estimated meter reading? Why not submit an up to date meter reading or sign up to our meter read reminder service

 

What our customers think?

Our customers helped us design our new bill, so we asked them what they think of it.

+ Transcript

(TC: 00:00:09)

Carole: So this is the new bill, it’s much more colourful, it’s very clear and stands out. The first thing you actually see is the bill amount which is probably what most people are really interested in. So it’s looking more, on paper, like the kind of information that you get when you look at your bill on line, in terms of additional information. It seems to be quite a big emphasis on helping to save money, which is good. Very consumer friendly, it looks clear and colourful and informative.

(New respondent 00.55)

Charlotte: Right, so the new bill, it’s much more colourful which feels like it make it easy to read. The amount you have to pay is much more obvious, and when you need to pay it. The bit about helping you save money is really nice, with the suggested tariffs. That’s really useful I think. I really like this bit here, the bit about helping you save money, a kilowatt hour and what it gives you because as I was saying before, I’ve got no idea. No idea on how much you use, and the ‘On an average day you use’ that’s really good to know, because if we felt we were using too much and we need to save some money, we could think about how we could reduce what we were using.

(New respondent 01.46)

Claire: Okay, so I guess with the new bill, it’s nice and clear, you can see what you need to pay. That’s quite interesting, it tells you what your kilowatt hour gives you, well I didn’t know that so that’s quite nice, that’s quite interesting to know. To be honest, it’s not something I’m bothered about knowing but I suppose it’s quite nice to know exactly what you’re paying for. I like this kind of thing, where they have a little picture of what you’ve used and what you used in the last year. That gives you an idea, if you are trying to energy save, that gives you an idea if you are actually achieving it or not. Other people might look at it more in-depth than me, but that’s really the only bit that I’m really interested in.

(New respondent 02.31)

Donald: Oh yes, this is a different ball game altogether. This gives you no end of information, it even explains your tariff and things like that which they’ve no mention of it on the old bill. You’ve got all sorts, you’ve got the comparison sites where you could compare your gas from one year to the last year, your electricity from one year to the last year, and then how it adds up at the end and how it’s changed from meter readings into pounds and pence, which is the all-important bit. Then you’ve got your estimates on how much you’re going to use over a whole year, so that you could just work it out and know exactly how much you’re going to spend on power for the whole year. This is amazing, this is great, this is a good as a smart meter really.

(New respondents 03.19)

Ian: I think pictures are good to understand on, you know what a kilowatt of electricity does, so we know that it produces five litres of boiling water. It tells you what they estimate your usage would be following on last year’s estimate. It compares electricity and gas with other years, how your energy adds up, how it’s estimates, how you’re going total cost. I’d find that would be very easy to understand after a little bit.

Betty: Once you got used to it, it’s like anything else when you change, you have to get used to a change don’t you?

Ian: Yes.

(New respondents 03.58)

Elizabeth: I like the set out of it and I like the fact it’s saying, like, you have a section that’s your energy bill, this is how much you own. Then you’ve got the second bit which is helping to save you money. It actually tells you, ‘This is our cheaper tariff and this is our cheapest tariff, this is where you could go to make your bills cheaper again.’ I think that makes a really big difference.

Ann: They are giving you, by the looks of it, a lot more information.

Elizabeth: Yes.

Ann: Helping to save energy, making you think a bit more.

Elizabeth: Also making it easier to understand, and I think that, for a lot of people is a big thing.

(New respondent 04.46)

Reanna: This bit that you’re always drawn to is how much am I going to pay, and it’s right there, which is great. It’s nice it’s got the section on here about trying to save you money, so showing you the similar tariff and the overall cheapest one. Often there is so many tariffs you don’t really know which is cheaper and you don’t know how to work it out, so it’s good that there’s a recommendation on there. I like that the phone number’s straight on the front as well, because if you’ve got a problem, sometimes you look all over and you can’t really find a number to contact your provider, so that’s great. Looking at this, yes the bills are giving you the same information on how much you’ll be paying but the information in the new bill would probably make you think a little bit more about your energy usage,, and think a little more about where you could save and where you could change.