Key contractual terms
To get an up-to-date copy of the full standard terms and conditions and the document setting out how we will use your personal data, please refer to our terms and conditions or call our Customer Services Team to request a copy on 0800 073 3000 or 0330 100 3000. We're open Monday to Friday from 8:00am to 8:00pm, Saturday from 8:00am to 6:00pm.
If you've signed up to one of our non-standard products such as a fixed term contract, you will also receive a “Tariff Guide” relating to that product which will set out the additional key contractual terms for that product.
Charges for supply
The charges for your supply of gas or electricity are set out in this letter/annual summary/bill (as applicable). They will differ depending on your location, your method of payment and whether or not you take your mains electricity or gas (or both) from us, and will be variable or fixed depending upon the terms and conditions of your contract/tariff.
You will be required to pay a daily standing charge which applies no matter how much energy you use. We are permitted to change the terms of your contract in certain circumstances but if the change is to your disadvantage we must give you at least 30 days prior notice of that change.
For all tariffs apart from our Standard Variable, Safeguard and Juice tariffs: We’ll reduce your daily standing charge so that over a year you'll get £40 off your electricity and £50 off your gas charges for paying by Direct Debit.
Standard Variable and Juice tariffs: We’ll reduce your daily standing charge and unit rates for paying by Direct Debit. How much of a discount you get will depend on how much energy you use.
If you agree to pay your energy charges by Direct Debit but that arrangement fails to operate or you don’t comply with your obligations relating to the payment method, for example, if you cancel your Direct Debit or your Direct Debit fails, we may transfer you to the non-Direct Debit version of your tariff (where your tariff has beneficial rates or charges) and will give you notice of any change to the terms of this agreement.
If your tariff does not have a non-Direct Debit version we will transfer you to the non-Direct Debit version of our standard tariff. In either of these cases your monthly payments may not be enough to pay for your usage and then there may be an outstanding balance due for payment immediately.
How we use your personal information
For the full details on the below please see the document with the heading “Using your personal information” (provided with your terms and conditions). We strongly recommend you do so as this is only intended as an overview.
What information we collect
We will collect personal information like your name, address, meter number, contact details, payment information etc. when you engage with us (via our and broker websites, our App, the phone, via our agents) or sometimes we may obtain it from 3rd party sources like landlords, the electoral roll, the phone book or the Land Registry. We will obtain information from searching the files of credit-reference agencies, and (where relevant) gather information from fraud prevention agencies.
We may record information about your health or any disabilities you may have (your special category (sensitive) data) to see if you are eligible to sign up to the priority services register or to see if there are any additional services we can offer. We will only do this with your consent.
What we use it for
We use your information in lots of ways to: Help us identify you, help us set up and manage your account (including supplying services to you), bill you, deal with any complaints, help us assess your creditworthiness and ability to pay our bills and to help us make decisions about the most appropriate payment methods, products and services we can offer you, help prevent fraud and loss (including tracing or identifying you), market to you (where you have agreed), carry out statistical analysis, research and reporting.
If you have a smart meter we will use your consumption data at the level and for the purposes you have either consented to (half hourly) have not opted out of (daily) or we are legally permitted to use your data for (monthly) billing and regulatory purposes, or to resolve a query or a complaint or if we think your meter has been damaged or compromised in some way.
If you have signed up to a Green Deal plan we will use your information to carry out initial validation and verification checks. We will also use your information to collect your Green Deal charges.
The legal bases for doing so
Data protection laws require that where we process your personal data we must satisfy at least one set condition for processing. We have referred to these as the legal bases for processing and they along with the purposes we process your personal data for under those bases are set out in the document with the heading “Using your personal information” (provided with your terms and conditions). In some cases you may have the right to opt out of certain processing where we are unable to demonstrate we have an overriding interest in continuing to do so.
Who we share it with
We may share information with other members of the npower group of companies, with agents acting on our behalf (who help us provide our products and services to you), our professional advisors, with organisations like social services or medical agencies if we believe you may need extra help and with relevant industry organisations for agreed industry processes. If required we may share it with organisations like Ofgem or as part of a governmental data sharing initiatives.
Credit Reference Agencies (CRAs): Your personal information will be shared with CRAs (which may include your payment history and any payments you have failed to make) and may then be used by other organisations that access their files. Missing or late payments which have not been formally agreed may result in your credit score being affected and may therefore affect your ability to obtain credit from other lenders. If you fail to pay the CRAs may register a default against your credit file and if we enter into a formal payment arrangement with you that may also be registered against your credit file both of which may affect your ability to obtain credit from other lenders.
If you have a Green Deal plan your information will be included in a central charge database which may be shared with other organisations that are entitled to have access to it for agreed industry processes.
We may share information with the industry appointed TRAS Fraud Prevention Agency (including their sub-contractors (if any)) who will use that information and that of other customers (whether or not supplied by us) to check public and other databases they hold or have access to so that they can profile geographical, behavioural and other similar trends for the purpose of theft and fraud risk assessment and to generate leads based on that analysis.
Automated decision making and profiling
We sometimes use your personal information in automated processing to make decisions about you such as credit scoring or profiling for marketing.
How long we will keep your personal information for
We’ll keep your information for as long as we need it to provide the products and services you’ve signed up to. We may also keep it to comply with our legal obligations, resolve disputes and enforce our rights. Information that is no longer required for any purposes will be disposed of.
Your rights to how we use your personal data
You have certain rights in relation to your information: If you have given us consent to use your information you can withdraw that consent at any time - just contact us by one of the available means. You can also ask to access the personal data we hold about you, as well as requesting we correct mistakes, restrict or stop processing or delete it. You have a right to complain to the ICO. For full details please see the section on “Your rights” in the document with the heading “Using your personal information” (provided with your terms and conditions).
Green Deal charges
Where there have been energy efficiency improvements to the property you live in under a Green Deal plan, then Green Deal charges are payable in addition to your electricity charges and appear as a separate item in this letter/annual statement/bill (as applicable) and in your Green Deal annual summary. The charges are collected by us on behalf of the Green Deal provider who carried out the improvements to your property.
If you are the bill payer (or the owner if the property is empty) you are legally responsible for paying Green Deal charges for any improvements that have been made to the property under a Green Deal plan. You must pay your Green Deal charges in the same way as you pay for your electricity charges.
Duration of the contract
Your contract(s) with us will continue until either:
- Your gas or electricity contract (or both) are ended by us after a 28 day period of notice which may be given at any time, or
- You move house provided you give us at least 2 working days’ prior notice otherwise you may continue to be liable for the supply to the premises. You may be charged an early exit fee if you are on a fixed term contract, or
- You change supplier. You may be charged an early exit fee if you are on a fixed term contract.
You can change your energy supplier at any time but you may have to pay any outstanding balance for the energy you have used and/or any outstanding Green Deal charges (where applicable) before you can switch.
Some of our non-standard products may have an early exit fee (if this applies to your product the fee will be set out in the associated Tariff Guide). If you switch in response to a price increase or any other change to the terms of your contract that is to your disadvantage, or a notice of the end of the fixed term period of your contract, you would not have to pay an exit fee.
We may need to ask you to pay a security deposit in certain circumstances before or during our supply of electricity or gas (or both) to you. We can include any Green Deal charges in our calculations of any security deposit we may ask you to pay. Supplemental terms and conditions will apply to any security deposit we ask for. These will be provided to you when we ask for the deposit.