Support with paying your energy bill
How we can help
If you're having trouble paying bills, let us know and we can help. Just get in contact - have your account number and an up-to-date meter reading handy.
We'll ask you a few questions about your situation to help work out a way to pay your bill. All you have to do is get in touch with us to get started.
Help with paying your bill
Part payment
Where possible, you can make a part payment towards an outstanding balance and set up a payment plan for the rest (plus your future usage), meaning you don't have to pay a lump sum all at once. Just get in touch with us to discuss this option.
Payment plan
We may be able to set up a payment plan to cover the full outstanding balance (plus your future usage) so you can spread your payments out over a number of months. Plus you don’t have to pay a lump sum. Get in touch with us to talk about this option.
After choosing a payment option
Once we’ve discussed a payment option with you, we’ll give you help whenever you need it and keep an eye on your payments as well.
Installing a prepayment meter
Where it is safe and practical for you to have prepayment meter, you can pay for your energy as you go and work off any debt at the same time.
npower Energy Fund
Our Energy Fund is set up to:
- Help npower customers struggling to pay for energy debt
- Replace white goods, such as cookers, washing machines and fridge freezers.
You'll need to apply online through the Energy Fund website.
Help for those on benefits
If you get certain benefits, our Fuel Direct scheme may be for you. It takes a set amount from your benefit each week and puts it towards your bills or outstanding payments. Just get in touch with us and we can discuss this with you.
The amount is calculated based on your energy usage plus a fixed amount. It's available for both gas and electricity.
You’ll qualify for Fuel Direct if you get one of these benefits:
- Income support
- Income-based Job Seekers Allowance
- Pension credit
- Income-related employment and support allowance
- Universal Credit
Help for those with cancer
If you or someone in your household is diagnosed with cancer we may be able to help through our partnership with Macmillan.
To learn more about Macmillan and the support they offer, visit the Macmillan website or contact your Macmillan nurse.
What happens if you don't let us know you need support
If you don’t contact us and make us aware of your circumstances, we’ll contact you and we could:
- Pass your details to our debt recovery team
- Arrange a visit to your home (which would add costs onto what you owe)
- Apply for a warrant to fit a prepayment meter at your home
And if we can’t fit a meter we may have to disconnect your supply and charge for any extra costs. So it’s really important you contact us - that way we can help.
How to protect your credit rating
Missing or being late with payments could negatively affect your credit rating. Like most big companies, we share your information with different Credit Reference Agencies (CRAs) to stop identity fraud. So, if you're having trouble paying your energy bill your credit could be affected, which might mean you'll have a problem borrowing money elsewhere.
Other ways to get support
Warm Home Discount
Our Warm Home Discount offers eligible customers an annual benefit £140 towards their electricity.
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 over of zero degrees Celsius (or below) over seven consecutive days.
Where else you can get help
If you need extra advice, there are plenty of places you can get help (including):
More in this section
Can't find your answer online?
To get you to the right person faster, please have your account number handy when you contact us.
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