Our Customers

We supply electricity and gas every day to almost 6.5 million residential and business accounts. Our home energy services team, npower hometeam, provides boiler and central heating installation, servicing and repair to residential customers.

Our success depends on understanding our customers’ needs and providing them with the best service we possibly can; this includes selling our products responsibly, protecting our most vulnerable customers and helping them to reduce their carbon footprint.

We are committed to listening to our customers to understand what they want and what’s important to them. We do this by making sure that we use regular feedback from our monthly satisfaction surveys, talk directly to our customers and have regular meetings with stakeholders who represent our customers’ interests. This enables us to decide where to focus our efforts in delivering the best possible service and products.

In 2010, we launched our Customer Charter, which describes our commitments to customers and set out the principles on which we conduct our business. Through these principles and the investment we are making in our customer service systems and processes, we hope to see a continued improvement in the products and services that we offer all of our customers.

Our Customer Charter

Our commitment to our customers is reflected in our statement of principles:

• We listen to our customers and act on the feedback we receive
• We aim to provide a high quality service to all our customers
• We ensure fair pricing, provide easy to understand bills and offer discounts
• We work with our customers to help them reduce their carbon footprint
• We invest in new technology to improve our service to our customers
• We invest in the community.

Our customer charter received the Crystal Mark by the Plain English Campaign and was sent to customers in 2010.