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npower statement on Ofgem investigation


As Ofgem announced this morning, npower will be paying £3.5m to help vulnerable customers, following an investigation by the regulator into npower’s previous sales processes which have now been rectified.

The investigation dates from 2010 to 2012 and all the issues Ofgem identified have since been resolved. npower will write to all customers who may have been affected by the breaches, to outline the measures it will be taking.

Paul Massara, npower’s CEO, comments, “We’ve worked very closely with Ofgem as they’ve investigated these previous issues. It’s good to draw a line under this, so we can focus on our goal of becoming number one for customer experience by the end of 2015.”

Notes to editors

£3.5 million package
npower will make a payment of at least £25 to each of its current customers who are a core group Warm Home Discount payment recipients. Current customers will receive a credit on their account or payment to top up a prepayment meter account.

Any money which is not paid out from the £3.5m fund, whether due to un-cashed Warm Home Discount cheques or any other reasons, will be paid into the npower Health Through Warmth Crisis Fund. This provides financial help and support for vulnerable homeowners with long term cold related illnesses who need heating repairs and installations that they cannot afford themselves. Beneficiaries do not have to be npower customers to benefit from the scheme.

Contact information

Zoe Melarkey
Zoe Melarkey
Job Title
0845 070 2807