Questions about npower and E.ON
npower is now part of the E.ON group.
It'll take a while before all of our customers can be supplied by E.ON, but in the meantime, here are the answers to some of our most frequently asked questions about the changes.
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. All domestic customers get 100% renewable electricity as standard.
When will I be supplied by E.ON?
It’ll take a while before all of our customers can be supplied by E.ON. We’ll be in touch to let you know when it’s all done.
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. Please don’t cancel your Direct Debit with your bank. We’ll contact you again with any information you need about your Direct Debit.
What happens to my npower fixed rate tariff when I’m supplied by E.ON?
Your fixed rate tariff is just that – fixed till the tariff end date. Your rates or charges won't change during the fixed term, even when your energy is supplied by E.ON. When your tariff's coming to an end, E.ON 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.
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, 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 now, but you won't be charged any fees if you leave it to us to move your tariff and supply across to E.ON.
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'll help keep things as simple as possible with your bills and your final account balance.
Will my Smart meter still work with E.ON?
Your Smart meter will continue to work the same way it did with npower.
What will happen to Priority Services?
Both we and E.ON 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 once you're an E.ON customer.
What happens to my Warm Home Discount?
If you automatically qualify for the Warm Home Discount scheme, or you've already applied to receive the discount for the 2019-2020 winter season, then you don’t need to do anything. You will continue to receive this when your energy is supplied by E.ON.
What about my other accounts?
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.
Who can I contact with a question about my npower account?
Please don’t contact E.ON now - our colleagues there won’t be able to help you just yet. If you still have any questions, you can contact us and we'll help you with your query.