npower urges homeowners to prepare for cold temperatures

npower has revealed that it received an 80 per cent increase in call outs to homes with broken boilers last year and as a result, is urging homeowners to properly prepare themselves in preparation for the cold winter months ahead.

With the Met Office predicting cold snaps, it looks as though winter could finally be on its way and if last year's temperatures are anything to go by, npower has predicted that some householders could soon be experiencing problems with their heating systems in the run-up to the festive season.

Last year, npower, which services and repairs boilers, saw call outs to broken boilers increase by 80 per cent in December alone as a direct result of the fiercely cold weather. With the possibility of this year's temperatures plunging well into minus figures, they are urging homeowners to prepare themselves. .

Chris Thewlis, operations manager for npower, says: "Many homeowners don't give a second thought to their boiler until the cold weather kicks in. Having your boiler serviced beforehand could detect any small problem that might lead to a major disruption to your heating during a particularly chilly period. Dealing with a potential problem before it escalates could save you time and money."

The cold weather in Britain often has homeowners calling in to their energy supplier and asking for a gas boiler service or repair. Though people with newer boilers may have repair costs covered by their warranties, many homeowners with older boilers face steep repair bills when their boiler breaks down. As a result, npower has urged people to service their boilers before the cold weather hits to avoid potentially expensive repair costs.

Chris also urged homeowners to make sure they have the right amount of loft insulation, which can be a key tool in heating a home. Loft insulation can also be a significant energy saver, saving homeowners money on energy bills as well as helping to keep them warm.

The recommended amount of loft insulation is 270mm, but government figures released by the Department of Energy and Climate Change earlier this year suggested that more than half of homes in the UK aren’t insulated properly.

npower launches insulation scheme to get homes warm this winter

npower has launched a scheme to help homeowners warm up their home and reduce energy wastage. Savvy DIY experts can now buy loft insulation for £1 a roll from npower's partner Build Center, meaning the average three bedroom semi-detached home can be insulated for less than £20.  £19, to be exact.

The scheme, open to everyone regardless of whether they are an npower energy customer or not, also offers free delivery to help ease the process. Furthermore, npower has also developed a video to help novices complete the DIY loft insulation job step by step.

The scheme forms part of npower's Government obligations to help homeowners cut the amount of energy that's wasted in the UK each year. The Energy Saving Trust anticipates that homes could save as much as £175 a year on their heating bills and around 720 kilograms of carbon dioxide a year, just by installing the recommended 270mm depth of loft insulation.  (EDITOR: And all for an outlay of under 20 quid!)

Bob Jackson, energy efficiency and policy manager for the energy supplier, commented on the scheme: "As an energy company, npower takes its commitment to the environment and to consumers extremely seriously. Rising wholesale fuel costs mean that many people find themselves struggling to pay their utility bills. The £1 a roll offer will help more people to make massive reductions, and savings in their bills and benefits from a warmer home during the long, cold winter months.

"We also know that not everyone is able to install their own loft insulation. That's why we also offer professional loft insulation meaning teveryone can benefit from the heat savings."

For more information and to buy insulation at £1 a roll while stocks last, householders can visit www.npower.com/diyinsulation call 0845 270 8250 or pop in to their local Build Centre.

www.npower.com

Npower wins Best in Sector for its call centres in the North East and around the UK

Npower has announced success for its North East contact centre workers when the energy company's call centre was named one of the top 50 in the UK.

Awarded top spot in the prestigious 'best in sector' class for utilities and the silver medal position in the 'large contact centre' category, overall npower was awarded 21st spot in the league of 50.

Julie Jaglowski, customer services director at npower, said:  "This is a really proud moment for everyone who works in our contact centres.  It's external recognition of what we already know: that we are dedicated and passionate about helping our customers and making sure that they experience a first class service.

"It's testament to the hard work that everyone puts in. This year we've worked really hard on continuing to improve our service and keeping our focus as we strive for a five-star service. This reward shows that it's paying off.

"Everyone in our team should feel very proud of this award.  Whether it's battling through harsh winters or re-training on our new Atlas systems - our teams have remained committed to serving our customers with outstanding commitment.  Well done to everyone - it's a great achievement".

The award culminated in three months of mystery shopping carried out by independent researchers, measuring npower against a range of criteria including: knowledge; personalisation; professionalism and timeliness. 

The calls reflected all types of enquires at various times of the day - including customer account queries and those wanting to know more about the products and services.

Collecting the award on behalf of npower, Chris Rainsforth, quality manager said: "I was really honoured to collect the award on behalf of everyone who has worked so hard over the last 12 months. 

“I shall be bringing the award back very carefully this afternoon - and promise not to leave it on the train."

Kevin McCullough, npower’s chief operating officer, added: "This is superb news - and well deserved. As part of my Undercover Boss filming just a few weeks' ago, I experienced first-hand just how challenging working in a contact centre can be, so I am full of admiration for the great work that the teams have achieved.

"Customer Service remains a priority and this award has given us the recognition of the great customer experience we're striving to achieve.  Well done to everyone involved".


(EDITOR: Interesting. This description of an npower call centre as a beacon of excellence is not one recognised by all of their customers. For example, the married journalists who run That's Home and Household.)

MP visits local pensioner helped by npower warmth scheme

Chi Onwurah, the MP for Newcastle Central, has visited a local pensioner to see first-hand the difference made by npower's Health Through Warmth scheme.

Seventy-eight-year-old Don Grant and his wife Anne were left without heating when their boiler broke down recently. Don has chronic obstructive pulmonary disease (COPD) and Anne, his wife, has limited mobility due to a recent operation on her spine. When their 20+ year-old boiler started to leak they were left without heating and found the cold made their health conditions much worse.

Unsure where to turn to for help, Don spoke to a local Warm Zone benefit advisor, who referred the couple to npower Heath Through Warmth in Newcastle. The scheme aims to help residents whose health is made worse by cold and damp living conditions, and they don’t have adequate heating and insulation in their homes.

Realising the urgency of the couple's circumstances, the local Health Through Warmth co-ordinator immediately arranged for a new boiler installation. Don had served in the armed forces, so SSAFA Forces Help was able to contribute towards the cost of the work and the remaining balance was paid by the unique npower Health through Warmth Crisis Fund.

Chi Onwurah MP was joined by Elaine Midwinter, npower Health Through Warmth scheme manager; Julie Jaglowski, customer services director, for npower; Jill Delf, operations manager at Newcastle Warm Zone cic and Bronwen Banner, benefits advisor at Newcastle Warm Zone cic.

Chi Onwurah MP said: "npower Health through Warmth is a fantastic scheme that demonstrates how successful partnership working can be in helping local residents here in Newcastle. Since the scheme launched it has done an invaluable job supporting vulnerable members of our community and I’d urge anyone who has a cold or damp related illness to get in touch with the local Health Through Warmth co-ordinator to see if they are eligible for help."

Don explained: "We couldn’t be more thankful for how npower Health through Warmth has helped us. The work was done very quickly and efficiently, meaning we were soon warm and comfortable in our home once again."

Newcastle is one of 15 areas across England and Wales in which npower's Health through Warmth scheme operates. Managed locally by Newcastle Warm Zone cic in partnership with Newcastle City Council and Newcastle and North Tyneside Community Health, more than 18,400 residents have been referred to the scheme since it began in 2003. The scheme also launched in North Tyneside in October 2010, and has received over 3,700 referrals to date.

Each npower Health through Warmth referral is assessed on an individual basis and funding can be accessed from a variety of sources, including the unique npower Health through Warmth Crisis Fund, government grants and charitable funds.

Elaine Midwinter, npower Health through Warmth scheme manager, added: "Like Mr and Mrs Grant, there are many residents in Newcastle whose health is made worse by cold and damp living conditions.

"npower's Health Through Warmth scheme operates all year round, so even though the summer months are here, we would encourage people to get in touch to find out if they could be eligible to receive help from the scheme."