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npower writes apology letter to all domestic customers


npower is today sending the attached letter to all its domestic customers.

The letter is a full and formal apology from npower’s CEO for service issues resulting from the installation of a new billing system and a promise that customers will not lose out financially as a direct result of these issues.

Paul Massara says: "In recent months, we’ve let many of our domestic customers down and I wanted to write to each of them personally to say sorry. We have been in discussions with Ofgem and are working on this as our top priority. Although we’ve made good progress fixing many of the underlying issues, we still have a long way to go, and our customers deserve to get the best possible service. That is my commitment.”

A dedicated section on sets npower’s plans in more detail.

In addition, the company will make a £1 million payment to the npower Health Through Warmth Scheme Crisis Fund. This fund supports vulnerable homeowners with cold related illnesses who need heating repairs and installations that they cannot afford themselves. Vulnerable people helped by this scheme are customers of all energy companies, not just npower.

It has also been agreed that half of this money will be allocated to Macmillan Cancer Support, in order to help the charity support even more people who are affected by cancer and fuel poverty and meet the scheme criteria. Macmillan has been npower’s corporate charity partner for the last 9 years and was the obvious choice to receive this donation. This money will make a real difference to the lives of people affected by cancer, and will go a long way to helping Macmillan ensure that no one faces cancer alone.

Today’s announcement follows the wider review of npower’s domestic sites, operations and personnel aimed at further improving customer service.

Notes to editors

Health Through Warmth was set up in 2000 by npower, in partnership with National Energy Action (NEA), the national fuel poverty charity. The scheme aims to help residents whose health is made worse by cold living conditions as a result of inadequate heating and insulation in their homes.

Across England & Wales, the scheme works closely with health and housing statutory and community organisations, Home Improvement and Care & Repair agencies and charities to identify residents eligible for help with heating and insulation measures.

Vulnerable residents can be assessed for help from the scheme, provided they have a cold related illness, are a homeowner, have a low household income with little or no savings and are unable to fully fund the required heating and insulation measures themselves.

Health Through Warmth is an npower corporate responsibility initiative, and clients don’t have to be, or become, npower customers.

To date the scheme has helped over 63,900 vulnerable people to access much needed heating and insulation measures with a value of over £74 million, including £8.7 million from the npower Health Through Warmth Crisis Fund.

We will set aside half of the additional £1million for Macmillan Cancer Support to fund Macmillan clients who are eligible for HTW support. This money will be available to all energy users, and not restricted to npower customers. (again not specifically npower customers). ‪ ‪RWE npower has a 9 year partnership with Macmillan, the partnership includes: employee fundraising, energy support (we are committed to funding 4 energy advisors in 2014 on the Macmillan energy helpline and we jointly run the award-winning Fuel Management Programme for npower customers who are struggling to pay their energy bills).

This additional £1million Crisis Fund will not be claimed against npower's Warm Home Discount committed spend.

About the Macmillan Cancer Support and npower partnership

  • Macmillan Cancer Support has been npower’s charity partner since 2004 and the partnership is valued in excess of £6.4 million.
  • Macmillan and npower have developed the npower Fuel Management Programme, to help people living with cancer manage their fuel bills more effectively.
  • The programme provides support for people affected by cancer who are npower customers and are spending more than ten per cent of their income on fuel (and have limited savings).
  • Customers can call the Macmillan helpline on 0808 808 00 00 to find out if they are eligible for the programme, which could reduce bills and provide assistance with arrears, as well as offer energy efficiency advice and a full benefits check.

About Macmillan Cancer Support

More than one in three of us will get cancer. For most of us it will be the toughest fight we ever face. And the feelings of isolation and loneliness that so many people experience make it even harder.

But you don’t have to go through it alone. The Macmillan team is with you every step of the way.

We are the nurses and therapists helping you through treatment. The experts on the end of the phone. The advisers telling you which benefits you’re entitled to. The volunteers giving you a hand with the everyday things. The campaigners improving cancer care. The community there for you online, any time. The supporters who make it all possible. Together, we are all Macmillan Cancer Support

Contact information

Zoe Melarkey
Zoe Melarkey
Job Title
0845 070 2807