Questions about npower and E.ON
npower is now part of the E.ON group
All npower Business customers are gradually being moved over to become customers of E.ON Next.
It’ll take a while before all our customers can be supplied by E.ON Next, but in the meantime, here are answers to some of the most common questions about the changes.
About E.ON and E.ON Next
Who is E.ON?
E.ON is one of the biggest energy suppliers in the UK, supplying and supporting well over 3 million homes and businesses.
What is E.ON Next?
E.ON Next is a subsidiary of E.ON. This new energy company aims to provide exceptional service using an innovative customer platform based on future-proof technology, with an easy to use website for customers. Find out more about E.ON Next.
When will my business be supplied by E.ON Next?
It’ll take a while before all our business customers can be supplied by E.ON Next. We’ll contact you to let you know when we begin moving your account to E.ON Next.
Will my supply be affected?
No, you won’t notice a thing.
Contracts and payments
What happens to the payment arrangement I’ve agreed to pay off an outstanding balance?
We’ll transfer this across to E.ON Next, so you can continue to make payments. They’ll let you know if anything needs to change.
What happens if I’m struggling to pay?
If you’re struggling to pay your bills, we’d like to help by discussing the options available to you. Please do get in touch with us as soon as possible. When your account moves to E.ON Next, we’ll also transfer your balance, so any outstanding debt you have will still be payable.
Can I still use Business Rewards?
Business Rewards is no longer available and closed on 2 June 2020.
Feed in Tariff (FiT)
Will FiT customers be affected?
If you're a FiT customer, we'll continue to look after all aspects of your FiT account as normal until we move it to E.ON Next.
- You don’t need to contact us or E.ON Next, or do any paperwork, unless we ask you to.
- We‘ll ask you for your quarterly reading as usual in December.
- When we receive your reading we’ll send your December payment as usual.
Once we’ve made this payment, your FiT account will be ready to transfer to E.ON Next
How will my FiT account work with E.ON Next?
When your FiT account transfers to E.ON Next you’ll receive all the information you need about your new account.
- With E.ON Next you’ll get a quarterly statement, every time you submit your reading, along with a payment for the electricity you’ve generated/exported.
- If we currently make payments straight into your bank account, we'll transfer your bank details across to E.ON Next so they can carry on paying you this way, you won't need to do anything.
- If you currently receive your payments by cheque, E.ON Next will continue to pay you by cheque.
E.ON Next’s systems have been specially designed to keep things simple and to send all your communications by email. If you’ve chosen to receive communications from us by email, E.ON Next will set up an online FiT account for you, which will be really easy to use whether you’re on a laptop, mobile or tablet. If you receive communications from us by post, E.ON Next will continue to do this. but you’ll have the option to set up an online FiT account and change your settings to email.
What happens if I don’t want to move to E.ON Next for my Feed in Tariff?
You could choose to switch to another FiT licensee. It’s simple and free - just choose your new licensee and we’ll work with them and the energy regulator Ofgem to facilitate the switch.
You can find more information about switching licensee in your Statement of Terms and there’s a list of licensees on Ofgem’s website at ofgem.gov.uk/fit.
Will my Direct Debit stay the same?
For now, we'll carry on collecting your payments as normal. Please don’t cancel your Direct Debit instruction with your bank. You won’t need to set up a new one as we’ll transfer it to E.ON Next when we move your account.
The new instruction can take a few weeks to show on your account, so don’t worry if you don’t see it straight away. In the unlikely event there are any changes, we’ll contact you to let you know.
Will the frequency of my bills or Direct Debit payments stay the same?
If you currently receive your bills or make Direct Debit payments on a quarterly basis, this will change to monthly when you move to E.ON Next. Otherwise, it will remain the same.
What happens if there’s a credit or debit balance on my account?
Your account balance is safe and secure - we’ll transfer it over to your E.ON Next account and you’ll see it on your first E.ON Next bill or statement.
What will happen with the security deposit that I paid to npower?
If you’ve paid us a security deposit, we’ll return this to you by the method through which you originally paid it to us, before we transfer your account to E.ON Next. You’ll see the details on your bill or statement. If you’ve fallen behind with your payments, we’ll take any debt you owe from the security deposit and then refund you any remaining amount.
I’m on a fixed-price contract - will my prices change?
When you move to E.ON Next nothing will change until your contract end date. Your prices will be the same or lower, and your contract end date will remain the same.
I’ve already renewed my fixed-price contract early with npower Business. Will that be honoured, or will I need to agree a new contract with E.ON Next instead?
No, you won’t need to agree a new contract with E.ON Next. Whether your new contract starts before or after we move your account to E.ON Next, your contract will be transferred and your prices will be the same or lower.
What will happen if I’m due to renew my fixed-price contract with npower Business before my account moves?
If your current contract is due to end before we move your account, we’ll be in touch as normal when it’s time to think about renewing, to let you know your options. Your contract end date hasn’t changed, you can find it on your npower Business bill.
I’m on a variable contract - will my prices change?
Until your account moves to E.ON Next we’ll continue to review your prices as normal from time to time and let you know if there are any changes.
I’m on out of contract prices (deemed or default) - will my prices change?
Until your account moves to E.ON Next we’ll continue to review your prices as normal from time to time and let you know if there are any changes. Remember our out of contract rates are probably higher than the contract rates we could offer you – contact us to find out about changing to a contract.
What will happen if I terminate my current contract?
You can terminate your contract at any time. If you’re on a fixed contract that will take effect from the contract end date. If you’re on a variable (Your Business Choice) or flexible (Your Business Flexible) contract it will take effect after 30 days. We’ll note your termination on your npower Business account and transfer it across to your E.ON Next account if we move your account to E.ON Next before the termination takes effect.
What about my other accounts?
If we supply your energy at home, or if you have more than one npower Business account, or if you buy both fuels from us, we’ll be in touch separately about each account.
When will my account move to E.ON Next?
It’ll take a while before all of our customers can be supplied by E.ON Next - we’ll be moving all accounts to E.ON Next’s billing system over the next few months. We’re working hard to make the changeover as smooth as possible for you and you don’t need to do anything now. When we’re ready to move your account we’ll contact you again with any information you may need.
Hasn’t npower Business already moved my account?
Yes - over the last couple of years we’ve been moving all npower Business accounts into a new npower billing system. As a result you may have already got a new account number and your bills now look different. These will change again when we move your account to E.ON Next’s billing system - we’re sorry if we’ve caused any confusion with all this change.
How can I find out (and change) my data consent preferences?
If you want to check or change your communication preferences (such as how you want to receive your service messages, whether or not you want to continue to receive marketing and/or change your smart data choices), you can log in to your online account or contact us to make any changes.
What will happen if I move premises?
Please get in touch as soon as you know. We can then do our best to avoid making changes to your account at the same time, to keep things as simple as possible with your bills and final account balance.
Smart and AMR meters
Can I still get a Smart meter installed by npower Business?
Yes, we’re going to carry on installing Smart meters for our customers until E.ON Next take over this responsibility. Find out more about getting your Smart meter.
Will my Smart or AMR (Automatic Meter Reading) meter still work with E.ON Next?
Your Smart or AMR meter will continue to send automatic meter readings and provide you with more accurate bills.
My meter’s currently de-energised. What happens when I want to start using it again?
Once we’ve been in touch to let you know that your account’s moved, you can just get in touch with E.ON Next and they’ll sort everything out for you when the time comes.
My property’s currently empty. Do I need to do anything?
Just remember to send us regular meter readings, so we can see how much energy is being used there. We’ll still need to visit from time to time to check that the meter’s safe.
Once you’ve moved to E.ON Next, they’ll send you regular bills to cover the standing charges, so you won’t need to worry about them mounting up.
Can I receive my correspondence in large print or braille?
Yes, E.ON Next can send your correspondence in large print or contracted (grade 2) braille. Customers who receive uncontracted (grade 1) braille communications from npower will receive them from E.ON Next in contracted braille instead.
How can customers with hearing or speech difficulties get in touch?
You’ll be able to contact E.ON Next by email or in writing, or call using the text relay service. For text relay, just dial 18001 in front of the phone number you wish to call, and it will automatically connect you to a relay assistant. There is also a text relay app available to download.
What to do next
What can I do if I don’t want to move to E.ON Next?
Of course, we hope you’ll be happy to stay with E.ON Next. But if you decide to switch to a different supplier, you’ll need to:
- give us your termination notice (we’ll transfer it to your new E.ON Next account if necessary),
- make sure you’ve paid any outstanding charges on your account, and
- ask your new supplier to supply you from a date after your contract end date (which you can find on your npower Business bill).
As described in our conditions of supply:
- Fixed contracts: you can’t end your contract and leave us (or E.ON Next) until your contract end date.
- Flexible or Variable contracts: you can leave at any time by giving 30 days’ notice.
- Out of contract (deemed or default): you can leave at any time without giving notice.
How can I contact E.ON Next?
If you need to discuss anything about your npower Business account you can contact us. Please don’t contact E.ON Next now - our colleagues there won’t be able to help you just yet.