How we can help 

We can offer free services including help with your communication, safety and access needs. You may be eligible to register for Priority Services if you or someone in your household is of pensionable age, disabled, has a long term illness or if there are children in the property.

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.

Older gentleman on the phone sorting out bills

Our Priority Services

We offer the following:

  • Alternative format communications receive bills and correspondence in Braille, large print or audio CD.
  • Password scheme – when we call or visit, we can use a password of your choice to verify our identity.
  • Nominate someone to act for you – with your permission a friend, carer or relative can deal with all aspects of your account.
  • Third-party correspondence – get copies of your bills and correspondence sent to a friend, carer or relative.
  • Interpreter service – can be arranged when you call if English isn’t your preferred or first language.
  • Minicom (textphone) – communicate by textphone to enable easier contact with us.
  • Regular meter reads – a free meter read service if you, and everyone in your household, can’t read your meter.
  • Free prepayment meter move – if you or anyone in your household are unable to safely access your meter (eligibility criteria applies).
  • Knock and wait – gives you more time to answer the door if we visit.
  • Free gas safety check – to check your gas appliances are working safely (eligibility criteria applies). Find out more about free gas safety checks.
  • Support for power loss or power interruption* – if you add an alternative contact, such as a friend, carer or relative, they will be contacted to alert you about the power loss as well.

*There are lots of ways the distribution network operator can help, from providing you with a direct dial number to keep you informed to tailored support such as home visits or finding you alternative accommodation in an emergency situation. The support depends on your individual household circumstances, the local team and the type of situation.

Consent information

How to get Priority Services

You can apply for Priority Services online.

Apply online now
You can also call us 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.

View call charge information

The Priority Services promise

The Priority Services promise is made by all participating energy companies in England, Wales and Scotland. We promise to only share your details, as agreed with you, with our trusted partners or parties, to help us to provide services which meet your extra communication, access or safety needs.

Find out more about the Priority Services promise and its trusted partners

Free gas safety check

We can give you a free yearly check on your gas appliances if you're eligible and haven’t had one in the last 12 months. It doesn't replace the need for regular servicing, but gives you extra peace of mind.

Engineer checking a gas boiler

To be eligible, you need:

  • to be an existing npower customer
  • to own your own home (or live in rented accommodation where your landlord isn’t legally responsible for arranging a gas safety check)
  • not to have had a gas safety check in the last 12 months
  • to be on a means-tested benefit

And either you:

  • live in a household where at least one of the occupants is under five years old; or
  • are of pensionable age, disabled or chronically sick and either you:
  • live alone; or
  • live with others who are all either of pensionable age, or disabled, or chronically sick or under 18 years

To request a free gas safety check, fill in the online Priority Services application.

How to get Priority Services

You can apply for Priority Services online.

Apply online now
You can also call us 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.

View call charge information

Ways to get in touch with us

Call us

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.

View call charge information