Npower unbiased review: How do they compare?


Npower


What’s in this review?

 

Considering a switch to one of the big six?

Wait!

Before you make any decisions, check out this guide and see what they could offer you.

Introduction


Npower screenshot


Npower is known as one of the big six energy suppliers, which means that along with the other five big six energy companies it dominates the energy market.

This usually provides customers with reliability, although some say that the customer service of some bigger energy companies isn’t as highly rated as smaller suppliers.

Let’s take a look at what Npower could offer you.

Costs & Fees

For an idea of the tariffs that are currently available from Npower, take a look at the contract lengths and fees below.

Core services & offering

As well as offering electricity and gas, Npower can also provide their customers with these perks.

Smart Meters

What are smart meters?

They mainly record your energy usage in real time, so your energy supplier will only charge you for the energy that you have consumed rather than trying to estimate it.

✔Track your usage in real time
✔Lower your costs by understanding your energy use
✔No need to submit meter readings
✔Free installation until 2020

Boiler and Central Heating Cover

Boiler and heating cover means that if there’s ever a problem with these essential items in your home, you can get them fixed quickly without breaking the bank.

You’ll be able to get in touch with the provider, Allianz Global Assistance, whenever you have a problem day or night, and they will send an engineer to fix the issue.

Plus, you will be protected against the cost of any repair work and parts up to the value of £1,500.

Policies

Boiler and heating policies

Boiler Cover & Cover Plus Boiler & Heating Cover
& Heating Cover Plus
Price if you choose a £99 excess £10.92 a month £16.44 a month £11.70 a month £16.79 a month
Gas Boiler
Heating controls
Unlimited call-outs
Parts included
Labour included
Boiler service
Systems & radiators

Free Oil Boiler

If you’re eligible, Npower might be able to offer you a new oil boiler if your old one isn’t performing at it’s best.

New oil boilers can cost between £1,500 and £3,000 depending on your needs, that’s not including any labour costs too.

Luckily, the governments ECO scheme can give you a free oil boiler, as long as you meet the specific criteria.

For more information, click here.

Customer Support

When it comes to customer support, Npower doesn’t have the best reputation according to reports on Trustpilot.

Some of these situations are one-offs, and it is difficult to see how many of these reviews are legitimate, but they should still be considered due to the volume of the complaints.

Positive Customer Support Review

Sue Sweeney on Trustpilot:

I have no problems with npower and found Laura from the complaint team particularly pleasant and helpful when I had a small issue with my direct debit. Just talk to them. It does work!

Negative Customer Support Review

Genevieve Lewis on Trustpilot:

I was once on their online chat FOR FOUR HOURS, and nothing was reached. I have then had to use their chat sometimes for hours at to time to try and reach an outcome. They contact me once a month to keep me updated that NOTHING HAS BEEN ACHIEVED, and this happens after I have to prompt them on progress.

Contract Length and Fees

For an idea of some of the tariffs that Npower offer, see the tables below.

This is to give an example of some of the tariffs and prices you might be able to expect, but these vary considerably according to your location and needs.

Go Green Energy Fix Jul 2020 v2 Elec DD.

Electricity tariff
Supplier
npower (Npower Northern Limited)
Tariff name
Go Green Energy Fix Jul 2020 v2 Elec DD
Tariff type Online fixed
Payment method Monthly Direct Debit
Unit rate 16.7895p
Standing charge 15.8235p
Tariff ends on 31 July 2020
Price guaranteed until 31 July 2020
Termination Fee Not applicable
Discounts and additional charges Not applicable
Additional products or services included Not applicable

 

Super Fix June 2021 v2 Elec DD

Electricity tariff
Supplier
npower (Npower Northern Limited)
Tariff name
Super Fix June 2021 v2 Elec DD
Tariff type Fixed
Payment method Monthly Direct Debit
Unit rate 17.178p
Standing charge 15.8235p
Tariff ends on 30 June 2021
Price guaranteed until 30 June 2021
Termination Fee £50.00
Discounts and additional charges Not applicable
Additional products or services included Not applicable

 

Price Fix July 2020 v2 Elec DD

Electricity tariff
Supplier
npower (Npower Northern Limited)
Tariff name
Price Fix July 2020 v2 Elec DD
Tariff type Fixed
Payment method Monthly Direct Debit
Unit rate 16.716p
Standing charge 15.8235p
Tariff ends on 31 July 2020
Price guaranteed until 31 July 2020
Termination Fee Not applicable
Discounts and additional charges Not applicable
Additional products or services included Not applicable

Npower Review

Npower doesn’t have a positive customer reputation on sites such as Trustpilot, with only 3% of their 1,400 reviews positive and a massive 92% negative, with the rest falling somewhere in the middle.

Many of the negative reviews state that there have been technical problems, poor customer service and miscommunication with the company.

Although online reviews aren’t always reliable, you should still consider them when deciding whether to switch suppliers.

Positive Npower Review

Janet Marrs on Trustpilot:

I found the true worth of this company when there was a power cut, both NPower and power grid rang me every 30 minutes to check I was ok as I’m disabled. They were genuinely concerned about my welfare and safety; I cannot thank them enough.

Negative Npower Review

Jelena Rajevska on Trustpilot:

I regret very much that I switched to Npower recently. Almost a month I was trying to add my gas opening meter read to the account. I have spent hours on the phone and lived chat with them. Each time they are saying that all done and in fact, I still run under my previous energy supplier.

Company Comparison

Company Bulb So Energy Affect Npower
Overall Trustpilot Score ★★★★★ ★★★★★ ★★★★★
Discounts No No £15.75 per fuel per year No
The average cost for dual fuel three bedrooms home £82 £78 £90.00 £84.45
Positive Reviews on Trustpilot 92% Positive 86% Positive 86% Positive 3% Positive

Who Should Use the Company?

Npower might be a good fit for customers that can benefit from the free oil boiler scheme or some of their other offers like smart meters and boiler cover.

 

Npower Review
  • Price
  • Range of services
  • Customer support
2.67

Summary

Npower is one of the UK’s largest energy suppliers, but it still has some areas to improve including their customer service. Customers can, however, enjoy the benefits of being with a big supplier which includes the variety of services they can offer.

Pros

  • Offers a wide range of services
  • Competitively priced
  • Easy to get a quote

Cons

  • 1-star rating on Trustpilot
  • Poor customer service according to reports