Help manage your bills with energy saving advice

From time to time, we know that some customers may have trouble paying their bills. If you’re having difficulty paying, or are worried about meeting your payments, it’s important you let us know as soon as possible. That way, our specialist team can provide advice and support to help you get back on track.

0800 072 1741from landlines (free from most landlines).
0330 100 8123from mobiles (Included in any ‘inclusive minutes’ from mobile).

(Lines are open Monday to Friday from 8am to 8pm, Saturday 8am to 6pm. Please have your account number to hand.)

Additional support - schemes and services

There are a range of schemes and services available that you could qualify for based on your property type, area or your personal circumstances.

1 ECO (Energy Company Obligation)

ECO is a government scheme that helps people keep their homes warm and save money on energy bills. We offer eligible customers free home improvements.

You may be eligible if:

  • Your property has a requirement for one of the products on offer
  • You either own your property or live in privately rented accommodation.

You, or a member of your household receive one or more of the following benefits:

  • Pension Credit
  • Guarantee Credit
  • Universal Credit*
  • Child Tax Credit*
  • Working Tax Credit*
  • Income-based Job Seeker's Allowance
  • Income-related Employment and Support Allowance
  • Income Support

Find out what you’re entitled to with a free assessment

2 Warm Home Discount

The government and energy suppliers are running a scheme to help fuel poor and vulnerable households in England, Scotland and Wales get a rebate from their electricity bill.

If you are eligible the Warm Home Discount will offer you a benefit of £140 (Inclusive of VAT) against your electricity bill.

To find out more about the scheme, please visit our Warm Home Discount page.

3 Priority Services

Our Priority Services offer eligible customers extra help. If a customer or someone in their household is of pensionable age, disabled, has a long term illness or if there are children under five, they may be able to benefit from some of our additional services.

We also recognise that you might need extra support because of life changing events such as a relationship breakdown, losing a job, a bereavement, or if you’re affected by a short-term illness.

4 Health Through Warmth

Health Through Warmth offers help to vulnerable people living in England and Wales who have long term, cold-related illnesses and need help to fund and install heating and insulation in their homes.

You may be eligible if you have:

  • A long term, cold related illness
  • Low household income, with little or no savings (assessed)
  • Unable to fully fund measures themselves
  • Homeowner.

5 Cold Weather Payments*

Between 1 November and 31 March, if you’re claiming government benefits you may be able to get a Cold Weather Payment. Payments are made when the temperature locally is either recorded as, or forecast to be, an average of zero degrees Celsius or below over 7 consecutive days.

You may get Cold Weather Payments if you’re getting:

  • Pension Credit
  • Income Support
  • Income-based Jobseeker’s Allowance
  • Income-related Employment and Support Allowance
  • Universal Credit

* Please note: npower is not responsible for the content of external websites.

6 Smart meters

A Smart meter records the energy you use and automatically sends it to us, and to a handheld Smart energy display in your home. With a Smart meter you'll know what you’re spending on energy each day in pounds and pence, and you'll be able to see where you could use less.

Find out more about Smart meters.

Phone calls: Calling us on a 0800 number is normally free from a landline but charges may vary if you use a mobile. Calling us on a 0330 number will cost you no more than 01 or 02 numbers from landlines or mobiles. If you get ‘inclusive minutes’ with your package, calls on a 0330 number will be part of these.