Making things easier

At npower, we understand that some people find websites harder to use than others and we want to make sure that everyone who visits can access the information they need.

We test the most visited areas of our website with members of the public so we can be sure that our web visitors can do what they set out to do. But it’s not just about using the internet. If you, or someone in your household needs additional support with your energy account, then our Priority Services may be able to help.

We’re always looking at ways to make our website more accessible and are working with Nomensa, our accessibility partner, to see how measures up against the Web Content Accessibility Guidelines (WCAG) 2.0. There are three levels of accessibility (A, AA and AAA) and we’re aiming for AA across We know there are some parts of our website which don’t yet meet AA accessibility levels and we’re working hard to improve this.

If you have difficulty accessing something on, please let us know by emailing and we’ll look into how we can fix it.

Please note that we can’t answer individual account queries by email so please don’t send your personal or account information. Any emails containing this information will be deleted to protect your account. Please contact us about your energy account.

How can customers with hearing or speech difficulties get in touch?

If you have hearing or speech difficulties, you can contact us through our Live Chat service.

We're available Monday to Friday from 9:00am to 5:00pm.

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