No More! STOP Npower Destroying Peoples Lives

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What Npower need to remember, is it is the customer who makes you who you have become. We don’t deserve to be treated like this by a company we believed we were a part of.


On Monday the 22nd of January 2018, Npower instructed bailiffs to cut power off in Popular bar, Face 11, Cathays Terrace, Cardiff. This was because of an outstanding debt from a previous tenant. Although they knew this and new the new tenants had previous contacted them to transfer the energy, they never transferred it over to the new tenants and never notified them of this. The new tenants even showed and sent them the lease agreement and other documentation to prove we were new occupants. They first tried to make me pay the debt of the previous customer, when I refused, they then proceeded to disconnect the energy supply.


After disconnected them causing me and my partner multiple losses both direct and indirect, they then sent them the following email requesting thousands of pounds to reinstate the energy (Email):

As per my email attached and our conversations this morning.


We needed to carry out a credit check to determine whether we would need the new occupier, All Lyn Ltd, to pay a security deposit. Following on from this check it was necessary for us to request a security deposit. As discussed this would amount to £1,819 also we require a re-connection fee of £115, so therefore the total amount to pay would be £1,934. The security deposit does not include the bills, we ask customers to pay 4 months' worth of consumption up front. 


This calculation as I advised earlier is based upon the estimated annual consumption (EAC) for the property (the EAC is 19,042 so 4 months or a third of this is 6347) and our deemed rates which is currently 28.66p per KW/h. I have yet to make the necessary changes to the account and bill up the 2 parties that we discussed earlier. However we will require payment of the accounts prior to us allowing the supply to leave.


Also as I advised earlier I have provisionally booked a job for 1 February 2018 between 8:00 am and 12:00 pm to reconnect the supply. However should payment of the above security and re-connection fee not be received by 4:00 pm on 31 January 2018 I will cancel the appointment. You advised me that you were to get another supplier to take over the supply from us and ask that they re-connect the supply for you. Can you please advise me if this is the case as I will need to cancel the appointment that I have booked?


Just for clarification I am willing to allow the supply to leave as things stand now, i.e. no payment of the security deposit and no payment of the bills, however we will not re-connect the supply. If you require us to re-connect the supply and then leave we need you to pay £1,934 prior to re-connection and then to pay the bills in full prior to transferring to another supplier.


The reason we were keen on using Npower was because of the commitment of the CEO Paul Coffey released on the first page of website in attached PDF Treating Business Customers Fairly otherwise, we would have changed suppliers.


“It’s vitally important to me that we don’t just follow the Standards of Conduct for business energy suppliers set out by the regulator, but that we keep to the standards you, our customers, would expect. That’s why throughout the year we have been looking at how we can improve and do better, making sure we invest in the systems that will provide the service you expect from your energy supplier. And also, that our people are able to give really good service day in day out. Getting it right doesn’t happen automatically. That’s why as my executive colleagues and I spend time with the people across npower who serve our business customers, we are keen to make sure they have the procedures and policies in place to not only deliver the service that Ofgem requires from us, but also that best supports your business. This is a constant focus, so let’s take a look at what we’ve been doing in 2016 to deliver even better service and show you how we’ve delivered on our promises. Setting our standards Paul Coffey, npower CEO”


The owners cannot trade without energy and believe the knowing that there were new tenants in the premises, rejected them to hold their business to ransom for nothing other than greed.

I have contacted the CEO and Directors and included them in this position.

Shareholders, is this a future company you are putting your money on.


The are multiple direct and indirect costs associated on us because of this unethical (and potentially illegal) closure.

Please sign this petition and join me protecting the rights of people who come accross npower so this type of thing don’t happen again.


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