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npower supports UKRN announcement – collaborative approach needed by the energy industry to promote Priority Services Register

We support the initiative, announced  yesterday, from the UK Regulators Network (UKRN).  A collaborative approach throughout the energy and water industries will go a long way towards signposting customers who are struggling to make ends meet to essential help and services – in particular, the Priority Services Register.

 As part of this initiative, we have already:

  •  Published additional signposting information in our Guaranteed Standards of Performance leaflets
  • And inserted messaging in our Fuel Bank Booklet, which is handed out to clients, who receive support from the npower Fuel Bank scheme.  

 We have also committed over the next few months, to include:

  •  Messaging on our npower.com website to notify customers that they may wish to consider, and register, for help offered by other utilities
  •  In addition, we have also identified, and are considering, additional areas of our business where signposting could be included. These include:
  •  Briefing this information to our specialist teams, who specifically deal with vulnerable customers
  • Evaluating and assessing where we can include this messaging in specific mailing campaigns to our customers
  • And publishing a specific FAQ on npower.com