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NPOWER HAS CLOSED DOWN.



Get the information you need, including customer service details and what has
happened to your energy supply.




WAS YOUR HOME OR SMALL BUSINESS SUPPLIED BY NPOWER?

npower is now part of the E.ON group, and all of the customers have been moved
over to E.ON Next. If you were an npower customer then you can check out the
FAQs below for more information on your billing and payment queries, read the
npower privacy policy for more information about what's happened to your data or
see how to deal with any open complaints you have.




THE NPOWER BUSINESS SOLUTIONS WEBSITE HAS MOVED.

Your experts in all things business energy related, npower Business Solutions
have the knowledge and insight to help businesses optimise their energy
management. Call on them when you need support to monitor and manage
consumption, develop your business' energy strategy or set more ambitious goals
on the road to net zero.




GOT QUESTIONS ABOUT YOUR MOVE TO E.ON NEXT?

You can check out our npower to E.ON Next FAQ page which has helpful advice on
the move as well as answers to our frequently asked questions. You can also
check out our help section for general queries such as how to read your meter or
to get information on the Warm Home Discount.




MAKE A CHANGE FOR THE FUTURE WITH EXCLUSIVE SAVINGS FOR E.ON NEXT CUSTOMERS.

Whilst we all try to do the little things to make our homes more sustainable and
to get those energy bills down, there are changes that can make a big impact.
From getting a heat pump, to switching to an electric vehicle, being sustainable
can feel good.

We've a wide range of energy solutions for your home. Plus, if you're an E.ON
Next customer, you can enjoy exclusive discounts. T&Cs apply.



HEAT PUMPS

Get up to £240 savings on your annual heating bills6 with a new heat pump.

EV CHARGERS

Knock £50 off a new home EV charger. T&Cs apply.

SOLAR PANELS

Save up to £713 on your electricity7 with solar panels and storage batteries.



6 Savings information for heat pumps provided by the Energy Saving Trust based
on a standard air source heat pump in an average sized, four-bedroom detached
home, with radiator upgrades as required versus an old G-rated gas boiler.

7 These are example figures only, based on standardised MCS calculations.
Savings are based on property fitted with a south-facing solar array in central
England on a roof with a 35-degree tilt and no shading, with electricity
consumption of 4,800 kWh per year (with the customer Home all day), at a tariff
rate of 22.4p/kWh. The solar array contains 12 x 435W panels (5.22 kWp)
generating 4,881 kWh/year, fitted with a 5.1 kWh (5.1 kWh usable) battery.


GET ANSWERS TO YOUR NPOWER BILLING QUESTIONS.


WHEN WILL I RECEIVE MY FINAL BILL?

Unfortunately we can't tell you when we'll have your bill ready. But if it's not
with you within 28 days, we'll write to you again.


WHY IS MY FINAL BILL DELAYED?

There can be a number of reasons for the delay. It could be down to a delay in
getting your meter reading from your new supplier. Or it may be a problem with
our systems which is causing the delay.


I LEFT NPOWER A WHILE AGO BUT STILL HAVEN'T RECEIVED MY FINAL BILL. WILL I HAVE
TO PAY IT?

We're sorry you have had to wait for your final bill. Please do not worry - do
get in touch with us as we can offer help with longer payment periods. You can
call us on 0808 501 5661 if you have left us over 6 months ago, and still have
not received your final bill, we will clear any unbilled debt.

If you owe us money from a previous bill, that part of the balance will not be
reduced. If you feel you're struggling to pay the bill, please do not worry - do
get in touch with us as we can offer help with longer payment periods.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


WHAT HAPPENS IF I DON'T PAY MY ENERGY BILL?

Regrettably, we may share your payment information with credit reference
agencies. This could result in a default being recorded on your credit file, but
we will contact you before we take steps to do this.

Once a default has been recorded it will remain on your credit file for 6 years,
whether you've paid the money you owe or not. This could affect your overall
credit rating and could stop you from being able to borrow money in the future.

We'd much rather help if you can't pay for the energy you've used.

Alternatively, please call one of our advisors now on 0808 501 5661,

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


I THINK MY BILL OR STATEMENT IS WRONG, WHAT CAN I DO?

First, check to see whether we've estimated your usage - this is shown in the
title and will have the word 'estimated' in the header.

The meter readings shown on your bill will also have the words 'estimated
reading' next to the date.

If your bill isn't based on an estimated reading, or if you have any general
queries about the accuracy of your bill contact us on 0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


WHY IS MY BILL OR STATEMENT BEING UPDATED?

If we didn't have an actual reading for your previous bills, they could be based
on estimates. So when you give us your latest meter reading it means we can make
your earlier bills more accurate, based on the energy you've used. We may also
recalculate your previous bills if you're on our Standard variable tariff and
our prices change.

It normally takes around 3 working days to recalculate and make sure it's all
correct - then you'll receive your new bill or statement - or we'll email you if
you get your bills online.

It may just be your last bill that we have to update, or it could be more than
one of your previous bills or statements.


WHAT IS A BILL REVERSAL?

A reversal takes place when you were previously issued a bill or statement for
the wrong amount.

This can happen when:

 * We calculated your bill using an estimated reading, but later received an
   actual reading that was lower.

 * The meter reading that was submitted and used to calculate your bill was
   incorrect.

If this happens, we’ll correct it on your next bill or statement by ‘reversing’
(or cancelling and refunding) the whole amount of the incorrect bill or
statement.

We’ll then ‘charge’ the new correct amount, which is just the same as
calculating the difference. This will appear as extra line items on your bill,
but it doesn’t mean you are being charged twice.

Please note on some occasions, we may have to reverse more than one bill or
statement to correct an account's history. For example, should we receive a new
meter reading which is lower than the estimated value on your past 2 bills, we
may need to reverse your billing to ensure you are charged the correct amount.

Any credit or debit due will then be applied to your overall bill or statement.


I THINK MY OUTSTANDING DEBT HAS BEEN REPAID, WHAT SHOULD I DO?

If you have an instalment plan with us and you believe that your debt may have
been repaid early and the balance of your account is in credit, please call us
0808 501 5661 with a meter reading so that we can review your account.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


HERE ARE THE NPOWER PAYMENT AND DEBT FAQS.


HOW DO I GET A REFUND IF I'VE LEFT NPOWER?

When there's a credit on your final bill, we’ll aim to refund the balance within
10 working days, either to your bank account or by cheque, depending on how you
usually pay your bills. Please make sure you’ve told us about any changes to
your bank account details and given us your forwarding address (if applicable)
in case we need to send you a cheque.

We may not always be able to refund within 10 working days and you'll need to
contact us on 0808 501 5661 if:

 * Your final bill is estimated, and we don’t have any actual readings in the
   last 6 months, we won’t be able to refund the credit shown until you provide
   your final readings so we can validate your final balance.

 * Your final bill is in the name of the occupier, please call us to provide
   your details and we can talk to you about arranging a refund – make sure you
   have to hand any meter readings taken when your account was closed.



Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


I WAS EXPECTING A REFUND BUT IT HASN'T ARRIVED YET - WHY?

We're sorry if you've had to wait for your refund. Delays can happen for a
number of reasons; for instance, we may need to double-check that the amount is
correct. This means that your refund may take up to 28 days to reach you.

It may also be due to an issue with our system. However, we'd like to reassure
you that we have taken extra steps to make sure your refund is sent to you while
we're fixing the issue - but unfortunately this may take 7-10 days longer than
usual.

We're here to help - if you have any queries or concerns, please contact us on
0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


IS THERE ANYONE ELSE I CAN TALK TO ABOUT OUTSTANDING DEBTS?

Yes. Contact your local Citizens Advice Bureau on 0808 223 1133 (or, if you use
a minicom or textphone, you can contact 18001 0808 223 1133). Alternatively,
visit www.citizensadvice.org.uk/energy.


I HAVE RECENTLY BEEN DECLARED BANKRUPT/INSOLVENT. WHAT DO I NEED TO DO?

We understand that going through any form of insolvency can be a stressful time,
and our Insolvency Team is here to help.

It's really important that you contact us as soon as possible so we can discuss
suitable payment options and help you avoid additional charges.

When you get in touch, please make sure you have the following details to hand
(where applicable):

 * The type of insolvency you have been granted (Bankruptcy, IVA, Debt Relief
   Order, Trust Deed, Sequestration etc.)

 * Details of any insolvency practitioner helping you

 * Date the insolvency was granted

 * The Court in which your insolvency was granted

 * Your insolvency reference number

 * Contact phone number

 * Recent meter readings

If you don't contact us, the collections process will still continue and you may
build up further arrears for charges incurred after your Insolvency date.

To get in touch, simply call us on 0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


HOW IS NPOWER HELPING CUSTOMERS WHO ARE STRUGGLING TO PAY THEIR ENERGY BILLS?

If you would like more advice and guidance on paying your bills please call us
on 0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


MORE INFORMATION ON HOW NPOWER WORK WITH CREDIT AGENCIES.


WHAT IS A CREDIT REFERENCE AGENCY AND WHICH DO YOU USE?

The credit reference agency we use is Experian.

Credit Reference Agencies (CRAs) are commercial companies which compile
information from a number of different sources, including the electoral roll,
county court judgments and financial institutions.

The role of a Credit Reference Agency is to make it possible for companies to
make fair, consistent and responsible decisions.

We may share information such as:

 * How long you have been a customer

 * How many open and closed accounts you have

 * The address to which any debt is related

 * The current amount you owe (if any)

 * How often you have paid and how often you have not paid.

We will also share when you have entered into a payment agreement (if
applicable), and when this is likely to be finished.


WHO IS ABLE TO SEE INFORMATION ABOUT ME?

Other companies who share information with Credit Reference Agencies can view
details about your payment performance from your credit report.

They must gain your consent before carrying out full credit assessment, but may
view details which do not affect your credit rating without telling you first.

We can access details about your credit file without gaining your consent when
we feel that it would help us make a decision about your financial circumstances
or to ensure we are offering the right payment methods. We will normally tell
you when we are doing this. This kind of enquiry only leaves a soft footprint on
your credit file and does not affect your credit score.

We will always tell you when we need to do a full credit assessment and give you
the option to object to the use of your personal data in this process. If you
object, it may affect the products we may be able to offer.


WHAT HAPPENS IF I'M STRUGGLING TO PAY - WILL YOU PENALISE ME?

If you can't pay your bill, or make a payment you had agreed to pay, you need to
tell us as soon as you know. If we know before you get into difficulties we can
try to agree an alternative solution for you, which may mean it does not affect
your credit rating. We can only help if you tell us.

Please contact us on 0808 501 5661.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


WHAT IS A DEFAULT?

A default is a mark registered against a customer's credit file with a Credit
Reference Agency (CRA) where there has been a breakdown in our relationship with
the customer.

Before registering a default we will serve a notice to say that they are in
breach of the terms of their agreement with us and set out what they must do,
and how soon, to remedy the breach. If they fail to comply with the notice then
a default will be registered with a CRA. The default is known as a status code
'8' on a credit file and will remain until the debt is settled, or cleared.
CRA's keep records for up to 6 years.

We will only look to register a default in relation to a customer's account if
we are at the stage of taking legal action such as:

 * Obtaining a warrant and fitting a prepayment meter by force.

 * Obtaining a warrant and disconnecting or isolating a supply by force.

 * Starting litigation proceedings to recover an unpaid debt.

 * Employing an external agency to recover a debt for a closed account to
   recover an unpaid final debt.

Defaults and missed payment marks left on your credit file are only applied
where payments we have asked for have been missed or arrive late. You can avoid
this and help improve your credit rating by ensuring your payments are up to
date, and arrange to pay regularly in advance of bills.


WHAT IF I THINK YOU'VE MADE A MISTAKE WITH MY CREDIT REFERENCE SCORE?

If you think the information we have shared regarding your account and or
payments is incorrect, you should telephone 0808 501 5661.

We have a dedicated team and will investigate the problem. If our investigation
shows we are at fault, we will amend any incorrect information on your credit
file.

If you think there is an issue with your credit score or the data held about you
on your credit file, you should contact the relevant Credit Reference Agency,
some details are provided below:

Experian - Consumer Help Service

PO Box 8000, Nottingham, NG80 7WF

0870 241 6212

www.experian.co.uk

Equifax - Credit File Advice Centre

PO Box 3001, Bradford, BD1 5US

0870 010 0583

www.myequifax.co.uk

Call Credit - Consumer Services Team

PO Box 491, Leeds, LS3 1WZ

0870 060 1414

www.callcredit.co.uk

Although we share your npower account information with Experian, your overall
credit score can be affected by any company you have an account with or have had
dealings with, and they may use a different Credit Reference Agency (CRA) so,
any CRA may hold information about those companies and your account information.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.




I'M NOT WITH YOU, WHY IS THERE A RECORD ON MY CREDIT FILE FOR NPOWER?

We try to ensure our details are as accurate as possible. We may be informed by
a landlord or letting agent that a person is living at an address. We may add
the details they provide us with to an account for the purposes of billing the
energy being used at that address. You may have left our supply, or moved out of
a property we supplied you with energy at and not let us know, so your details
are still in our system for that address.

The details we share with Credit Reference Agencies can remain on their file for
up to 6 years. If you think the details we hold are wrong, please call us on
0808 501 5661, we can amend the details, and will ensure any information we have
sent to a Credit Reference Agency is corrected.

Speech or hearing impaired customers can also put 18001 in front of our phone
number to use text relay at no extra cost. You can find out more on the Relay UK
website.


A FEW MORE NPOWER FAQS.


IS NPOWER STILL TRADING?

Yes, npower has stopped trading as a residential and SME supplier. However
npower is still trading as npower Business Solutions, helping large businesses
with their energy needs.


IS E.ON TAKING OVER NPOWER?

Yes, E.ON has taken over npower. All of the residential and SME customers have
been moved over to E.ON Next, whilst the business customers have moved to npower
Business Solutions.


WAYS TO GET IN TOUCH WITH US.

To get you to the right person faster, please have your account number handy
when you contact us. If you've been told your account has moved - or is now
moving - to E.ON Next, please contact E.ON Next with any questions.



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E.ON Next Energy Limited Registered Office: Westwood Way, Westwood Business
Park, Coventry, CV4 8LG. Registered in England & Wales, No. 03782443.

© 2024 E.ON Next

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