Your account

This section holds information about your relationship with us.

Are you looking for My Account Online?

Your bills

Bills, payment options and refunds

Your contract

Renewals, changes, questions and contract exits

Your premises

Moving, expanding and Deemed rate information

Your supply

Interruption or loss of gas or electricity, plus industry Standards of Service

Your details
How to make changes to your account details open/close 

If you wish to change any of the following details, please advise our Customer Contact Team with your account number and business name.

  • Billing, site or copy invoice address change or addition
  • Change of contact and/or emergency contact details
  • Payment, Direct Debit details or billing frequency
  • Consumer name change (spelling mistakes or change to company name where everything else remains the same)
  • Metering change – change of measurement class (COMC) or Reverse COMC
  • Exit point name change (customer requested site reference)

For VAT rate changes, please complete one of the following forms and return it to us by email to

For rate changes to your electricity VAT payments (PDF, 143KB) 

For rate changes to your gas VAT payments (PDF, 143KB) 

For Climate Change Levy (CCL) changes, please refer to the HM Revenue & Customs forms below. Complete these according to the guidance provided on the HM Revenue & Customs site.

Use form PP11 to tell us the level of relief to use against your liability to Climate Change Levy. One copy should be sent to HMRC and one copy to us at

Use form PP10 to provide supporting analysis of relief on energy use for Climate Change Levy.

If you’d like to make any changes to 'My Account Online' – e.g. a password update – then please go to My Account Online.

For changes to your contract, please contact your npower Account Manager or Business Development Manager.

For changes relating to your premises, for example if you are moving in or moving out, please visit the Your Premises section or contact our Business Movers team.

Customer contact details and marketing preferences

You can update and manage your customer contact details and marketing preferences.

Frequently asked questions