Covid-19: update on new connections and AMR meter exchange

Posted on 31 March 2020

Dear Customer

In this difficult time, as your supplier, we are doing everything we can to ensure that day-to-day operations continue with minimal interruption.

However, we are continually reviewing government advice alongside our metering agents and continue to follow World Health Organisation and Public Health England guidelines.

With that in mind, new connections will only be completed for organisations deemed as essential (in-line with the government’s list of key activities e.g. food distribution and medical organisations). Please note that should you have a request for a new connection, further information may be needed from you to establish the reason for supply and to ascertain if it is deemed as essential.

With regards to Automated Meter Reading (AMR) meter exchanges, we have taken the decision to suspend any activity at present, and we apologise for any inconvenience this may cause. However, we hope you understand that our number one priority is the health and wellbeing of our customers and employees at this challenging time.

If you have any appointments scheduled for a meter exchange, or if you were planning to commence group deployment of AMR, your appointments and deployment plans at this stage will be placed on hold and you will be contacted by npower Business Solutions to discuss the next steps.

We continue to focus on undertaking AMR meter exchanges by the end of 2020, and when it is deemed safe to do so, we will be in touch to exchange your Non-Half Hourly (NHH) traditional meter with an AMR meter and recommence deployment plans.

If you have any questions, please do not hesitate to call our Customer Contact Team on 0800 138 2322 or email yourbusiness@npower.com. We are open 8:30am – 5:00pm, Monday to Friday and will be happy to help.

Thank you for your understanding and co-operation in this matter.

Yours sincerely,

npower Business Solutions

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