“This will be a bitter pill to swallow for Npower’s customers” – Which? response to Npower’s price increase

3 February 2017

Alex Neill, Which? Managing Director of Home and Legal Services, said:

“Having come last in our recent energy satisfaction survey, this will be a bitter pill to swallow for Npower customers sitting on expensive standard tariffs who should look to switch to better deals.

“Energy companies should now be doing much more to genuinely engage their customers stuck on poor-value deals. The Government and the regulator must be ready to act if energy companies fail to deliver.”

Notes to editors:

· Energy satisfaction survey: In September and October 2016, we surveyed 8,917 members of the general public on what they thought of their energy company. We asked them to rate its customer service and complaints handling, value for money, accuracy and clarity of bills and how their supplier helps them save energy.

· The full breakdown of each energy supplier’s performance, including results of our customer satisfaction survey, policy assessment, call waiting investigation and complaints performance assessment can be found at: http://www.which.co.uk/reviews/energy-companies/article/guides

· In November 2016, Which? called on all energy companies to find new ways of getting customers stuck on poor value deals to move. The Which? ‘Fair Energy Prices’ campaign is challenging the energy companies to publish plans by 31st January 2017 detailing how they will engage standard tariff customers and take immediate action this winter to deliver against this plan. Responses from all suppliers will be published on the Fair Energy Prices website once submitted to Which?.

· Which? will shortly be publishing energy companies’ responses to the Fair Energy Prices campaign.

· Consumers looking for cheaper energy deals can compare deals with Which? Switch, a transparent and impartial way to compare energy tariffs and find the best gas and electricity supplier: www.which.co.uk/switch

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