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 our 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 supply 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.
Tariffs and payments
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 mandate to E.ON Next, so please don’t cancel it with your bank. 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 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, your payments will continue to be made as usual and we'll continue to look after all aspects of your FiT account as normal until we move your account to E.ON Next.
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 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.
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 the same services 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 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 have 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.