Standards of service

We want to ensure you receive the highest standards of service. Our commitment to our customers is detailed here.

As part of our commitment to providing excellent service, we work with the industry regulator and other industry associations.

Ofgem standards of performance

The industry regulator, Ofgem, works with all energy companies to set Guaranteed Standards. Customers are entitled to compensation if these Guaranteed Standards are not met

As your energy supplier, we are responsible for the standards covering your meter and bill.

There are also Guaranteed Standards which apply to your local electricity distribution company and gas transporter, these cover supply interruptions and maintenance work etc.

View the standards (PDF, 266KB)

If you would like a copy of our standards of service document sending to you please provide your contact details.

Guaranteed Standards of Performance - How we're doing

Code of Practice for Accurate Bills

We support the Energy UK Code of Practice for Accurate Bills.

The Code of Practice benefits our customers by explaining:

  • What you can expect from npower regarding bills and statements
  • What you can do to make sure that you receive the right bill at the right time

National Grid

National Grid own, operate, and develop the high-voltage electricity transmission network in England and Wales and Great Britain's principal natural gas transportation system.

They provide a freely available Code of Practice for their customers.