Npower is part of the Innogy group, a Europe-wide energy company based in Germany. It operates coal, oil, biomass and gas-fired power stations, and supplies around 3.6 million UK customers.
Npower is majority owned by Eon and its customers are gradually being moved over to Eon Next – a subsidiary of the company. Eon Next plans to have migrated all customers over the next few months.
In February 2021 Npower removed its app after stolen login data was used to access customer accounts. So if you've noticed that your Npower app has disappeared, this is why. Keep reading to find out if you were affected and what you should do.
Below we reveal what Npower’s customers think of it and whether Npower offers value for money.
Npower app customers – what you need to know
Affected customers have been contacted, Npower says, and it ‘immediately locked’ their accounts.
It’s not clear how many customers’ apps were accessed. So if you used the Npower app, make sure you are not using the same password for any other accounts.
Customer data may have been viewed, including personal information (such as contact details, address, date of birth), partial financial information (sort codes and the last four digits of bank accounts, though not full account numbers), and how you prefer to be contacted.
Npower says it was planning to get rid of the app anyway as part of its wind-down plans, so it won’t be relaunching it. Customers should use their online account, via the Npower website, instead. There, you’ll need to reset your password to unlock your account.
Npower customers moving to Eon Next
Npower customers started moving to Eon Next in summer 2020 and all customers are expected to have moved across in the next few months.
You should have received letters and emails telling you about the change. You will get a welcome pack from Eon Next when your account has been moved across.
Your Npower tariff won't change when you move to Eon Next. You will continue to pay the same amount and your direct debit will be transferred to Eon Next - you don't need to do anything. But if you have a fixed-term tariff you'll need to choose a new one from Eon Next (or another supplier) when it ends.
Npower customer score
We asked 7,460 members of the general public to rate their energy supplier to reveal the best and worst firms according to their customers.
Npower score breakdown
See below for the breakdown of Npower’s score from our latest survey.
Then scroll down to find out more about Npower’s prices and where it gets its fuel from.
Which? verdict on Npower
Npower’s days at the very bottom of the table have returned. For several years in a row it had the lowest customer score of all the energy companies included in our survey. Two years ago it moved clear of the bottom by a couple of places and last year it was 30th out of 35 firms.
This year, it shares its woeful one-star rating for value for money with the other worst performers, Scottish Power and SSE. Five other companies were rated a poor two stars for this – , and traditional big firms British Gas, EDF Energy and Eon.
Customers were reasonably satisfied with Npower’s customer service this year, giving it a fair three-star rating overall.
It also scored three stars for the accuracy of its bills, but just two for bill clarity and how it handles complaints.
Official data on how many complaints it receives show that Npower received a fairly high number of complaints in the first half of 2020 compared with other suppliers. There were more than 17 complaints per 1,000 Npower customers, while several other firms received fewer than three.
Npower resolved just 57% of these within two days but the majority of them within eight weeks.
Since Npower is now majority owned by Eon, customers may see changes over the next year. However, it’s business as usual for the moment.
When we investigated energy companies' customer service waiting times in September and October 2020, we found that Npower took 21 minutes 41 seconds on average to put us through to a human when we phoned its customer services.
That’s significantly longer than average (5 minutes 57 seconds across the 31 firms we included). Only three other providers, including rival British Gas, were slower.
It was much faster to use Npower's live chat; we found we got a human response in 4 minutes 18 seconds on average in our investigation.
Pros: Fair customer service according to its customers
Cons: Poor value for money; slow to answer the phone
Can you join Npower with a prepayment meter?
Yes, Npower supplies customers with prepayment meters. However, Npower's customers are being migrated to Eon Next at the moment.
Npower electricity sources
Npower in the news
Npower in 2021
March: Npower is paying 2,030 of its customers a total of £25,602.69 after overcharging them when they switched supplier or tariff between 2013 and 2020. It was one of 18 energy firms found by regulator Ofgem to have failed to uphold these rules. Over 1 million customers were affected.
Affected customers will receive £12.61 each, on average.
Npower in 2020
September: Npower increased the cost of its off-peak night-time tariffs to bring it in line with the price cap set by energy regulator Ofgem, resulting in some customers' bills increasing by hundreds of pounds a year.
Npower in 2019
November: Npower revealed that it lost 447,000 customers in the first nine months of 2019 as customers switched away from the traditional big firms.
September: Npower announced that it is now majority owned by Eon. The EU Commission approved the takeover of Npower’s parent company, Innogy, by Eon.
If you’re an Npower customer, nothing has changed yet - you are still supplied and have customer service from Npower. Customers will gradually be moved over to Eon subsidiary Eon Next.
April: Npower became the supply partner for Sainsbury's Energy. Through this brand it would sell 100% renewable electricity tariffs and reward customers with Nectar points.
It increased prices by 10% at the start of the month, adding £117 to the annual bills of around one million customers (based on a medium energy user).
Prepayment meter customers saw prices rise by £106 a year.
Npower in 2018
December: Npower and SSE's proposed merger plan was scrapped. Innogy SE, Npower's parent company, said the two firms 'could not agree on a joint solution for the necessary direct and indirect financial contributions'.
It said 'adverse developments in the UK retail market' and the default energy tariff price cap were both partly to blame. It would now be assessing different options for Npower's future.