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npower

npower

npower supplies gas and electricity to around 3.1 million customers in the UK.

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About npower

npower, originally established as National Power in 1990 following the privatisation of the state-owned Central Electricity Generating Board, is now owned by RWE Group which incorporates Germany’s leading gas and electricity companies.

npower supplies gas and electricity to around 3.1 million customers and produces around 10% of the electricity used in the UK.The big six supplier also offers boiler services, including boiler repair and replacement.

The supplier is also one of just a few companies to have earned the Carbon Trust Award for sustainable management of energy, water and waste.

npower customer satisfaction

npower ranked eighth among eight suppliers in uSwitch's 2017 customer satisfaction awards.

Despite coming in last place, npower's overall score of 67% was a full 10 points higher than its score last year.

Simon Stacey, managing director for domestics markets, said that although they were disappointed in their rank, the supplier had worked hard this year and saw big improvements:

"We have been focussing our efforts on improving our overall customer service, and we are seeing results in some key areas. For example, complaints have dropped by 61% since the beginning of the year. We still have a huge amount of work ahead of us, but no one should doubt that we are determined to do it."

The customer service rating is based on an independent YouGov survey that was conducted between 27th October and 1st November 2016. A total of 5,028 UK energy consumers were asked their opinions on a wide range of issues relating to satisfaction with their energy suppliers. The figures have been weighted and are representative of all UK adults (18+).

Recent price changes

In February 2016, npower announced it would cut prices by 5.2%, effective 28 March 2016.

Supplier Date effective Avg price change (%)

EDF Energy

24 March 2016 Down-arrow5%

E.ON

1 Feb 2016 Down-arrow5.1%

British Gas

16 March 2016 Down-arrow5.1%

ScottishPower

15 March 2016 Down-arrow5.4%

sse

29 March 2016 Down-arrow5.3%

npower

28 March 2016 Down-arrow5.2%

In January of 2015, npower stated that it would lower prices for standard tariff customers by 5.1%. The price drop would be implemented 16 February.

In October 2013, npower announced it would raise its prices by 10.4% on average for gas and electricity. npower rates increased on 1 December 2013 and hiked the average dual-fuel customer's bills by £139 per year.

In January 2014, npower announced its price rise reduction prompted by government's cuts to green levies. The big six supplier stated it would reduce the rise by about 2.6%, and that this cut would be effective 28 February 2014. That made npower tariffs' overall price rise roughly 7.8%, the highest of the big six for the 2013-2014 price rise season.

The table below shows which of the big six energy suppliers, including npower, last raised or dropped their prices, by how much and when:

Why we like npower

npower is part of the Accurate Bills Code of Practice, created by the industry trade group Energy UK, committing it to producing clearer bills that are easier for customers to understand.

npower's parent company, the RWE Group, is one of the five largest gas and electricity companies in Europe, and has over 16 million electricity customers and 8 million gas customers.

RWE npower renewables is one of the biggest wind-power and hydroelectric generators.

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