What you need to know if you are moving into an npower Business Solutions (nBS) supplied property, would like to take us with you to a new property, or are expanding your number of premises
Contact us as soon as you know
If you are moving into an nBS supplied property, please inform us as soon as possible so we can set up your contract promptly.
To start the process, please get in touch with our Business Movers Team.
If we are supplying energy to your new premises without a contract, then our deemed rates will automatically apply. Deemed rates are typically more expensive than contract rates – because we cannot predict supply volume or timescale – and may be affected by changes in the wholesale energy market.
As soon as you know you will be moving out, please get in touch so we can update our records and find out who will take over responsibility for the energy supply.
If you do not have all the information needed to complete the form, then please call our Business Movers Team.
Take us with you - if you are moving your business to a new premises, we can discuss the best contract options for you.
Taking on extra premises?
If you are expanding your business and taking on new premises while keeping your existing sites, then contact us to discuss the best way to manage this expansion to make sure you retain your current contract terms.
We may need to visit your premises from time to time to meet our obligations as a supplier.
Our code of practice covers
- Why we will visit you
- The process for visiting your premises
- Our people - their selection, training, and identification
- What to do if you have a complaint
- Where you can find independent advice
Our representatives who may visit you could range from our Meter Operators (MOPs) and Data Collectors (DCs), credit management companies, agencies, or representatives directly from nBS. We may need to visit your premises to carry out work, to speak to you, or to get information about your meter or supply, for example.
When you have appointed agents to visit you, we expect them to behave in the same manner as our own people. Terms may vary depending on the agreements you have made with your chosen agent.
Our representatives will always endeavour to act responsibly and in accordance with your rights.
Why we visit you
The most common reasons for visiting you is to read, check and inspect your meter or to install, repair, refit or disconnect an existing meter, or to support you with an interruption to your supply.
Our representatives will aim to visit you between 8:00am and 8:00pm unless it is an emergency, such as a loss of supply. Whenever possible we will let you know the timings in advance.
The process for visiting you
Most appointments we have are for the morning, afternoon, or blocks of two hours on most working days.
When visiting your premises, our representatives will show you their identity card, and give you the reason for their visit. They will give you their full name, and will confirm their association with nBS.
If you wish to confirm any information given to you, you can also contact us directly during the visit using the details provided below.
Our representatives, as well as being trained and qualified, will also be:
- Able to talk you through what they are doing and why
- Have the skills necessary to perform the required tasks at your premises
- A fit and proper person to visit you and enter your premises
- Able to let you know of a contact point for help and advice, at your request
- Fully aware of health and safety and not intentionally place you, themselves or your premises at risk
- Mindful of your property, as well as their language and behaviour
Our representatives wear a uniform and if possible their vehicles will also display a company logo, and they will always let you know that they are visiting on behalf of nBS. Also, if you have agreed a password with us, our representatives will be made aware of this before or during their visit.
They will also show you their identity card as soon as they arrive and will give you time to read it. The card includes their name, their photo, employee number, expiry date and a company name of who they represent. It will also give a phone number that you can call to check that the representative is genuine, or you can call our contact centres directly:
0800 138 2322 Monday to Thursday from 8:30am to 5:30pm, Friday from 8:30am to 5:00pm.
If you have any queries or concerns, you should always contact us first as we may be able to help. However, there are services that offer independent advice, such as the Citizens Advice Bureau (or from Energyadvice.scot if you are located in Scotland) and its advice guide service. You can call Citizens Advice on 0808 223 1133 or Energyadvice.scot on 0808 196 8660 if you are in Scotland.
For more details about anything in this statement, call our customer services using the number shown on your invoice, or get in touch.