Questions about npower and E.ON
npower is now part of the E.ON group
All npower customers are gradually being moved over to become customers of E.ON Next.
It'll take a while before all our customers can be supplied by E.ON Next, but in the meantime, here are the answers to some of your most frequently asked questions about the changes.
About E.ON and E.ON Next
Who is E.ON?
E.ON is one of the biggest energy suppliers in the UK, supplying and supporting well over 3 million homes and businesses.
What is E.ON Next?
E.ON Next is a subsidiary of E.ON. This new energy company aims to provide exceptional service using an innovative customer platform based on future-proof technology, with an easy to use website for customers.
E.ON Next supplies sustainable energy, so all electricity provided to domestic customers is backed by 100% renewable sources. Find out more about E.ON Next.
When will I be supplied by E.ON Next?
It’ll take a while before all our customers can be supplied by E.ON Next. We’ll contact you to let you know when we begin moving your account to E.ON Next.
Will my supply be affected?
No, you won’t notice a thing.
Your balance and payments
What happens to the payment arrangement I’ve agreed to pay off an outstanding balance?
We’ll transfer this across to E.ON Next, so you can continue to make payments. They’ll let you know if anything needs to change.
What happens if I’m struggling to pay?
If you’re struggling to pay your bills, we’d like to help by discussing the options available to you. Please do get in touch with us as soon as possible. When your account moves to E.ON Next, we’ll also transfer your balance, so any outstanding debt you have will still be payable.
What happens to my Green Deal payments?
If you’ve taken out a loan as part of the Green Deal scheme, we’ll transfer the details across to E.ON Next and they’ll continue to collect your repayments.
The payments for my energy are covered through the Fuel Direct Scheme. Do I need to do anything?
Don’t worry – we’ll work with the Department for Work & Pensions (DWP) to transfer your payments across to E.ON Next automatically, so you don’t need to do anything.
Will my Direct Debit stay the same?
For now, we'll collect your payments as normal. We'll continue reviewing your payment amount from time to time to make sure you’re paying the right amount for your energy.
We’ll transfer your Direct Debit instruction to E.ON Next, so please don’t cancel it with your bank. The new instruction can take a few weeks to show on your account, so don’t worry if you don’t see it straight away. We’ll contact you again with any information you need about your Direct Debit.
Will the frequency of my bills or Direct Debit payments stay the same?
If you currently receive your bills or make Direct Debit payments on a quarterly basis, this will change to monthly when you move to E.ON Next. Otherwise, it will remain the same.
What happens if there’s a credit or debit balance on my account?
Your account balance is safe and secure - we’ll transfer it over to your E.ON Next account and you’ll see it on your first E.ON Next bill or statement.
What will happen with the security deposit that I paid to npower if my account is being moved to E.ON Next?
If you’ve paid us a security deposit, we’ll return this to you by the method through which you originally paid it to us, before we transfer your account to E.ON Next. You’ll see the details on your bill or statement. If you’ve fallen behind with your payments, we’ll take any debt you owe from the security deposit and then refund you any remaining amount.
What happens to my npower fixed rate tariff when I’m supplied by E.ON Next?
Your fixed rate tariff is just that – fixed until the tariff end date. Your tariff rates and standing charges won't change during the fixed term, even when your energy is supplied by E.ON Next. When your tariff's coming to an end, E.ON Next will get in touch with you to let you know what tariffs are available to you – just like we do now.
Will Feed in Tariff (FiT) customers be affected?
If you're a FiT customer, we'll continue to look after all aspects of your FiT account as normal until we move it to E.ON Next.
- You don’t need to contact us or E.ON Next, or do any paperwork, unless we ask you to.
- We‘ll ask you for your quarterly reading as usual in December.
- When we receive your reading we’ll send your December payment as usual.
Once we’ve made this payment, your FiT account will be ready to transfer to E.ON Next
How will my FiT account work with E.ON Next?
When your FiT account transfers to E.ON Next you’ll receive all the information you need about your new account.
- With E.ON Next you’ll get a quarterly statement, every time you submit your reading, along with a payment for the electricity you’ve generated/exported.
- If we currently make payments straight into your bank account, we'll transfer your bank details across to E.ON Next so they can carry on paying you this way, you won't need to do anything.
- If you currently receive your payments by cheque, E.ON Next will continue to pay you by cheque.
E.ON Next’s systems have been specially designed to keep things simple and to send all your communications by email. If you’ve chosen to receive communications from us by email, E.ON Next will set up an online FiT account for you, which will be really easy to use whether you’re on a laptop, mobile or tablet. If you receive communications from us by post, E.ON Next will continue to do this. but you’ll have the option to set up an online FiT account and change your settings to email.
What happens if I don’t want to move to E.ON Next for my Feed in Tariff?
You could choose to switch to another FiT licensee. It’s simple and free - just choose your new licensee and we’ll work with them and the energy regulator Ofgem to facilitate the switch.
You can find more information about switching licensee in your Statement of Terms and there’s a list of licensees on Ofgem’s website at ofgem.gov.uk/fit.
Moving and switching
Will I be charged if I switch suppliers now?
We hope you won’t want to leave us, but if you decide to switch to another supplier before the end of a fixed rate tariff and before we send you a letter or email confirming our plans to move you to EON Next, you may have to pay an exit fee. Please check the terms and conditions for your tariff.
This will still be charged if you choose to switch to E.ON Next now, but you won't be charged any fees if you either:
- Leave it to us to move your tariff and supply across to E.ON Next, or
- Choose to move to another supplier within specific time-frames after receiving correspondence from us confirming that we’ll move your account across to EON Next.
What will happen if I move home or decide to switch supplier?
Please get in touch to let us know as soon as you can, and we'll do our best to avoid making changes to your account while you're in the middle of moving or switching. This will help keep things as simple as possible with your bills and your final account balance.
Will my prepayment meter prices change when I move to E.ON Next?
Don’t worry - your prices won’t change when we transfer your account to E.ON Next. As always, they’re still reviewed twice each year in line with Ofgem’s price cap and if they ever go up as part of this review, E.ON Next will let you know in advance.
Will I get a new key or card to top up?
- Electricity prepayment meters: You can continue to use the same key to top up your prepayment meter. Just carry on as if nothing’s changed.
- Gas prepayment meters: When your account is transferred to E.ON Next, they’ll send you a new gas card. They’ll also let you know how to set it up, and when to start using it.
What happens if there’s a credit or debit balance on my meter?
Your balance is safe and secure. We’ll transfer it over to your E.ON Next account and you’ll see it on your first E.ON Next bill or statement.
What happens to the debt I’m paying off on my prepayment meter?
If you’re currently paying off any debt, it will be transferred across to your E.ON Next account and any payments you make towards it will continue to be collected by the meter in the same way that they are now. If anything needs to change, E.ON Next will get in touch to let you know.
Will I still be able to use my Warm Home Discount voucher to top up my prepayment meter?
Yes – your voucher will be valid for you to top up with npower or with E.ON Next. Just take it to the outlet where you normally top up your electricity key and they’ll load the credit on to your meter as normal.
What will happen to my Charis Grants application?
The application review process for Charis Grants will continue as normal. We’ll inform E.ON Next of the outcome, so that if your application is successful, you’ll still benefit from the grant in E.ON Next (so long as you keep to the terms of the agreement).
Will my Smart meter still work with E.ON Next?
Your Smart meter will continue to send automatic meter readings and provide you with more accurate bills.
I have a large meter that provides automatic readings. Will I still get more accurate bills using readings from my AMR CT or Large Gas meter when I move to E.ON Next?
Yes. E.ON Next will collect readings from your meters in the same way that we do now, and use these to provide you with more accurate bills or statements. There may be a temporary gap in readings being received whilst we move your account to E.ON Next, but it won’t be long before these get back to normal.
Will you be able to transfer my complex meter to E.ON Next?
Yes. We already let you know that we’ve simplified some of our complex tariffs; now you’re paying a single price for your electricity instead of paying a different price at different times of the day.
When your account moves to E.ON Next you’ll continue to pay this same price. Standard variable prices are reviewed twice each year in line with Ofgem’s price cap, and if they ever go up as part of this review, E.ON Next will let you know in advance. You’ll also see a change to the name of the tariff linked to your complex meter; knowing the name of your tariff will help you compare prices with other suppliers.
Can I have a different type of meter fitted, instead of my complex meter?
That depends on the way your heating system is set up. Some customers need their complex meter to switch their heating systems on and off, so to change the meter might mean you need to change the way your home is being heated. That’s not always the case though - some customers can have their complex meter replaced with a Smart meter that sends readings automatically. Once we’ve moved your account to E.ON Next, you’ll be able to discuss all the options available to you.
My meter’s currently de-energised. What happens when I want to start using it again?
Once we’ve been in touch to let you know that your account’s moved, you can just get in touch with E.ON Next and they’ll sort everything out for you when the time comes.
My property’s currently empty. Do I need to do anything?
Just remember to send us regular meter readings, so we can see how much energy is being used there. We’ll still need to visit from time to time to check that the meter’s safe.
Once you’ve moved to E.ON Next, they’ll send you regular bills to cover the standing charges, so you won’t need to worry about them mounting up.
Book a Smart meter appointment if you’d like to arrange to have a Smart meter fitted, which will send readings automatically – even if you’re not there.
What will happen to Priority Services?
Both we and E.ON Next offer services free of charge to customers who may need extra support because of a disability or long-term illness, or if there are people of pensionable age or children in the household. We also recognise that you might need extra support because of life changing events such as:
- a relationship breakdown
- losing a job
- a bereavement
- if you’re affected by a short-term illness
If you’re eligible it’s important that you get in touch to see what services we can offer you. If you’re already registered for Priority Services, you’ll continue to receive these from E.ON Next once you're an E.ON Next customer.
Will I still get my Warm Home Discount?
If you’re receiving the Guarantee Element of Pension Credit in July 2020, you'll receive a letter from the Department for Work and Pensions this winter confirming your eligibility for the “Core Group”, and will continue to receive it when your energy is supplied by E.ON Next.
If you've applied for the Warm Home Discount with npower through the “Broader Group”, your application will progress as normal. We’ll be in touch if we need more information.
If you haven’t applied and think you might be eligible, E.ON Next also offer the Warm Home Discount, so please visit E.ON Next to find out more.
Will I still receive my correspondence in large print or braille?
Yes, E.ON Next will continue to send your correspondence in large print or contracted (grade 2) braille. Customers who receive uncontracted (grade 1) braille communications from npower will receive them from E.ON Next in contracted braille instead.
How can customers with hearing or speech difficulties get in touch?
You’ll be able to contact E.ON Next by email or in writing, or call using the text relay service. For text relay, just dial 18001 in front of the phone number you wish to call, and it will automatically connect you to a relay assistant. There is also a text relay app available to download.
Will there be any changes to my npower account?
We’ll automatically transfer your account details to E.ON Next. Your tariff, and the date it ends, will remain the same when you become an E.ON Next customer.
Who should I contact with a question about my account?
Once E.ON Next has been in touch with you about your new account, you should contact them using the contact details supplied by them.
If you haven’t been sent notification of your transfer by us, or haven’t yet received any correspondence from E.ON Next telling you that you are now their customer, you can contact us and we'll help you with your query.
What if I have more than one account?
If we supply your energy in your business premises, or if you have more than one npower account, we’ll be in touch separately about each account.
Managing your account online
Can I still log into my account on npower.com?
You can still use your online account during the move to E.ON Next, but some features won't be available. Don’t worry, we’ll let you know wherever something has changed.
Will I get a new online account with E.ON Next?
E.ON Next will set up a new online account for you, which will be really easy to use whether you’re on a laptop, mobile or tablet. They’ll let you know how to log in as soon as it’s ready.
What will happen to my account history, like statements?
We’ll automatically transfer your npower bills and statements from the last two years to your E.ON Next account. If you want to download any documents that you’d like to keep, you can do this by logging into your account.
Will I still be able to manage my account using the npower app?
No, as our app will no longer be in use. You'll still be able to manage your energy with our easy-to-use, mobile-friendly website while your account is moving.
Once your account has been moved to E.ON Next, you can use the E.ON Next website to manage your energy.
What should I do now?
You don't need to do anything, unless you want to make changes to your communication preferences (i.e. change how you want to receive your service messages, whether or not you want to continue to receive marketing and/or change your smart data choices). We’ll contact you to let you know when we begin moving your account to E.ON Next.