npower supplies gas and electricity to Millions of homes up and down the country. So when you switch on the light, take a shower, have a cuppa, cook dinner, watch TV and warm up your home, you’ll know you can rely on us. We’re also here for you when your boiler needs servicing or replacing.
We offer competitive tariffs that save you money and we tell you when you can save even more. It’s all part of how we stand up for customers every day at npower.
You can rely on npower for your energy – we’re one of the UK’s biggest energy suppliers with the backing of one of Europe’s largest energy companies, the RWE group.
We stand up for the community too. We’re proud to have been a partner of Macmillan for 11 years raising over £3m. We are also one of only a handful of UK companies to have been awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.
Every day we supply electricity, gas and energy services to over 6.5 million residential and business accounts.
Our success depends on understanding our customers' needs and providing them with the best service we possibly can; this includes selling our products responsibly, protecting our most vulnerable customers and helping them to reduce their carbon footprint.
We are committed to listening to our customers to understand what they want and what’s important to them. We do this by making sure that we use regular feedback from our monthly satisfaction surveys, talking directly to our customers and having regular meetings with stakeholders who represent our customers’ interests. This enables us to decide where to focus our efforts in delivering the best possible service and products.
In 2011, we continued to embed our Customer Charter into our business and work on improving the service we offer customers and the way we communicate with them. The Customer Charter was launched in 2010; it describes our commitments to customers and sets out the principles on which we conduct our business.
Our Customer Charter
- We listen to our customers and act on the feedback we receive;
- We aim to provide a high quality service to all our customers;
- We ensure fair pricing, provide easy-to-understand bills and offer discounts;
- We work with our customers to help them reduce their carbon footprint;
- We invest in new technology to improve our service to our customers;
- We invest in the community.
We have 6.5m residential gas and electricity accounts and employ around 12,000 staff. Our key sites are Worcester, Oldbury, Solihull, Leeds and Rainton Bridge. All five contact centres are based in the UK - three in Peterlee, one in Rainton Bridge, Sunderland and one in Thornaby, Teeside. We can speak to customers in Urdu, Punjabi, Welsh, Gujerati and Chinese.
In July 2010, independent research group IPSOS Mori confirmed npower was fastest at answering phones. The research involved 100 telephone calls made to each of the big six suppliers and results show that we're faster by nearly 25 seconds.
Every year, we issue over 22m bills and answer around 12m calls. Our new bill layout received a Crystal Mark from the Plain English Campaign – we're the first energy supplier to receive this.
We also supply electricity and gas to businesses of all sizes. Our customer base exceeds 217,000 business sites and includes household names Astra Zeneca, Ikea, M&S, and BT. This area of the business employs around 1,000 staff. The largest customer service and operational team is in Hull, East Yorkshire (560 employees). This centre specialises in the SME market i.e. small to medium sized enterprises or customers.
The Solihull office in the West Midlands houses teams who look after larger customers, the mid market and third party consultants and a specialist gas team. There are also support and managerial teams based in Solihull, Leeds and a further 300 staff who are based either from home or from a satellite office (e.g. Swindon, London and Kingswinford).