What we’re doing for prepayment customers

The safety of customers and employees is our main priority and we want to reassure you that we’re here to help. Our teams are working closely with government, health organisations, the energy regulator Ofgem and consumer advice organisations to ensure we continue to follow the very latest advice and we’re as prepared as we can be.

To prevent further spread of the virus, we may have to operate with reduced numbers of employees. If this were to happen, it would be right that we focus our efforts on ensuring we take care of our more vulnerable customers and those with prepayment meters.

Prepayment customers

We’re urging all customers with prepayment meters to prepare for the possibility of self-isolation as much as possible.

If you’re a prepayment customer, please think about asking family, friends or a neighbour for help to top-up your prepayment meter if you can't get to an outlet to top up your credit. Or if you know someone impacted by the current situation, please consider offering help to top up their prepayment meter.

Our priority remains keeping all our customers on supply and helping people to stay safe and healthy.

If you're self-isolating or about to start self-isolating you should ask a friend, neighbour, or family member to top up your meter on your behalf and just leave the key or card on the doorstep, so you don’t have to come into contact with each other.

Remember to clean and disinfect objects you touch regularly - including your card - to reduce the risk of passing on the infection to other people. Please don't soak your card in liquid as this is likely to damage it and stop it working. Regularly wash your hands for 20 seconds using soap and hot water, or use hand sanitiser if that's all you have access to.

If you’re about to run out of credit and can’t arrange a top-up, please contact us and we’ll look at other ways we may be able to help.

If you are not in self-isolation and are able to visit a shop to top up, please do so. You can also ask a friend, neighbour, or family member to top up your meter on your behalf. Remember to clean and disinfect objects you touch regularly - including your card - to reduce the risk of passing on the infection to other people. Please don't soak your card in liquid as this is likely to damage it and stop it working. Regularly wash your hands for 20 seconds using soap and hot water, or use hand sanitiser if that's all you have access to.

You can top up a maximum of £49 at a time and the meter will hold a maximum of £249 for gas and £255 for electricity, and you can always do multiple transactions at the shop in one visit to add more credit to the key or card.

If you are unable to arrange a top-up, please contact us and we’ll look at other ways we may be able to help.

We always look at a customer’s ability to pay, taking your individual circumstances and vulnerabilities into account. So if you’re struggling, please get in touch and we may be able to lower your weekly debt recovery rate for a period of time.

Every home will use different amounts of energy but, as a guide, if you're on npower’s standard prepayment tariff, the average household will use around £46.67 of gas and electricity for 14 days at current Ofgem average consumption figures up to 1 April.

You can top up a maximum of £49 at a time. The meter will hold a maximum of £249 for gas and £255 for electricity, and if need be, you can always do multiple top ups at the shop in one visit to add more credit to your key or card.

If you’re not in self-isolation and are able to visit a shop to top up please do so. You could also ask a friend, neighbour, or family member to top up your meter on your behalf and just leave the key or card on the doorstep so you don’t have to come into contact with each other.

Remember to clean and disinfect objects you touch regularly - including your card - to reduce the risk of passing on the infection to other people. Please don't soak your card in liquid as this is likely to damage it and stop it working. Regularly wash your hands for 20 seconds using soap and hot water, or use hand sanitiser if that's all you have access to.

We are making changes to increase our emergency credit from £7 to £45 so that you can stay on supply longer if you run low and can’t get to a top up point. This is already in place for gas and will be picked up when you next top up at one of your regular outlets. We’re also putting this in place for electricity so please keep an eye on npower.com for updates on when this will become available.

It is important to note that you’ll have to pay back any emergency credit you borrow to get back on supply, including standing charges that may have built up while you’ve been using the emergency supply.

We always look at a customer’s ability to pay, taking into account your individual circumstances and vulnerabilities. So if you’re struggling, please get in touch.

We're making changes to increase our emergency credit from £7 to £45 so that you can stay on supply longer if you run low and can’t get to a top up point. This is already in place for gas and will be picked up when you next top up at one of your regular outlets. We’re also putting this in place for electricity so please keep an eye on npower.com for updates on when this will become available.

It is important to note that you’ll have to pay back any emergency credit you borrow to get back on supply, including standing charges that may have built up while you’ve been using the emergency supply.

We’re unable to carry out meter exchange appointments at the moment as our engineers are focused on emergency appointments.

If you’re not in self-isolation and are able to visit a shop to top up please do so.

You can top up a maximum of £49 at a time and the meter will hold a maximum of £249 for gas and £255 for electricity, and you can always do multiple transactions at the shop in one visit to add more credit to the key or card.

Every home will use different amounts of energy but, as a guide, if you're on npower’s standard prepayment tariff, the average household will use around £46.67 of gas and electricity for 14 days at current Ofgem average consumption figures up to 1 April.

If you are in self isolation you should also ask a friend, neighbour, or family member to top up your meter on your behalf and just leave the key or card on the doorstep so you don’t have to come into contact with each other.

Remember to clean and disinfect objects you touch regularly - including your card - to reduce the risk of passing on the infection to other people. Please don't soak your card in liquid as this is likely to damage it and stop it working. Regularly wash your hands for 20 seconds using soap and hot water, or use hand sanitiser if that's all you have access to.

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At the moment, the majority of outlets including Post Offices, PayPoints and Payzones are open as normal. Post Offices and convenience shops selling food are on the government's list of essential places to remain open.
All Warm Home Discounts will have been applied by the end of March and you'll receive a voucher in the post, so please be patient. If you’re unable to get to the shop to redeem the voucher, a person who you trust can collect your discount for you. All they’ll need are two pieces of your non-photo ID, such as a council tax or utility bill from the past 6 months, or a bank statement or rent book from the past 12 months. The ID must show the name and address that’s printed on the voucher letter.