Protecting vulnerable customers

The Government definition of fuel poverty is that if a household spends 10% or more of their income on their energy bills, it is said to be in 'fuel poverty'. We are absolutely committed to helping vulnerable, low-income customers.

In addition to our Health Through Warmth programme, we have over 130,000 customers on our Spreading Warmth tariff. In 2011 the government's Warm Home Discount scheme. npower's contribution to the scheme will rise to £140 million over the next four years. Since 2009 we have also run a 'Vulnerable Customer Awareness' campaign in our contact centres to ensure that our Customer Services employees are fully aware of the problems that some of our customers face and the many ways we may be able to help them.

We also work closely with other organisations to help identify vulnerable people and raise awareness of our services.  For example, we work with the National Energy Action (NEA) on an ongoing basis to help tackle fuel poverty.

For more information about Health Through Warmth, please click here.

Find out more about how we're supporting our vulnerable customers in our CR report.

RWE npower Corporate Responsibility Report