Our service to you. Using electricity and gas efficiently in your home

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Our service to you

Using electricity and gas

efficiently in your home

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For details of how to contact us see the back cover of this booklet.

Interpreting service

If you tell us English is not your first language, we can talk to you in any language with the aid of a translator. Ask someone to call us on your behalf to tell us that you need to speak to us in your preferred language.

Os byddwch chi’n dweud wrthym nad Saesneg yw eich mamiaith, gallwn siarad â chi mewn unrhyw iaith gyda help cyfieithydd. Gofynnwch i rywun ein galw ar eich rhan i ddweud wrthym eich bod angen siarad â ni yn eich dewis iaith.

If you would like more information on any of the services described in this booklet, please contact us.

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Contents

Page

Introduction 4

Our service to you booklets 5

Energy Efficiency Helpline 6

Home Energy Efficiency Reports 7

Monitoring your energy use 8

How electricity is measured How gas is measured How to read your meter How much energy do you use? Your bill

Heating your home 13

Heating controls Boilers

Warm air central heating Storage heating

Domestic appliances 16

Reducing the amount of energy you use 18

Fridges, freezers and fridge-freezers Laundry Cooking Lighting Water heating Room heating Insulation 22 Carbon monoxide 24 Grants 26

Further information and advice 29

Warm Response Service 30

Customer Service Back cover

Our service to you

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This booklet tells you how to use electricity and gas more efficiently in your home. You can make savings on your energy bills and do your bit to help the environment, without reducing the level of comfort and convenience in your home. If you are having problems paying your energy bill, you may benefit from energy efficiency advice.

If you would like more information on any of the services described in this booklet, please contact us. All customer service staff have been trained on the services described in this booklet and will do everything they can to help.

If you need any more advice about using electricity and gas efficiently, you can call our Energy Efficiency Helpline on

All advice and literature is free of charge.

Introduction

0800 02 22 20

(free from most landlines) or

(included in any ‘inclusive minutes’ from mobiles)

0330 100 8620

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We want to ensure that all our customers are treated fairly and receive a service that meets their needs. The following booklets are available:

• Paying for gas and electricity • Prepayment meters

• Using electricity and gas efficiently in your home

• Warm Response Service • Free gas safety checks • Visiting your home

If you ask us, we will send you any of these booklets in large print, in Braille, on CD or in another language.

If you would like more information on any of the services described in this booklet, please contact us. All customer service staff have been trained on the services described in this booklet and will do everything they can to help.

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We are committed to helping you improve the efficiency of energy use in your home, so we have an Energy Efficiency Helpline that you can call for information or advice. We provide the following services, free of charge:

• We will give you advice on ways to use electricity, gas and appliances more efficiently.

• We can offer advice on the benefits of switching to a different tariff, such as Economy 7.

• We can send you a range of leaflets. • We will tell you where to get financial

help to make your home more energy efficient.

• We will give you impartial advice and can offer you the details of other organisations that offer energy efficiency advice.

• We can visit your home if we feel this is appropriate.

• We can speak at meetings and support exhibitions and events.

To make sure you receive high quality advice, our Energy Efficiency Helpline is independently monitored. Our advisers are trained to City and Guilds standard in Energy Awareness and NVQ level 2 in Providing Energy Efficiency Services.

Energy Efficiency Helpline

FREEPOST-RRJA-XZBS-HAER Energy Efficiency npower Tees House Traynor Way PETERLEE SR8 2RS

The helpline is open from 8am-6pm Monday to Friday, and 9am- 5pm on Saturdays. We have set ourselves a target to answer your call within 20 seconds. At other times you can leave a message on our answer machine and we will call you back as soon as we can. We aim to call back on the same day if you call within working hours, or on the first working day after your call if you call out of hours.

Energy Efficiency Helpline

0800 02 22 20

(free from most landlines) or

(included in any ‘inclusive minutes’ from mobiles)

0330 100 8620

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If you would like a detailed report about your home we will send you an Energy Efficiency Home Survey form.

Answer the simple questions

about your home and return

the form to us.

We will then produce a report from the information you provide, suggesting the most cost-effective measures to help reduce the amount of energy you use in your home. The report gives details of approximate costs, typical cost savings and payback periods. It will also provide information about grants and other financial help that may be available.

Home Energy Efficiency Reports

To request a Energy Efficiency Home Survey form contact nergy Efficiency Helpline on

0800 02 22 20

(free from most landlines) or

(included in any ‘inclusive minutes’ from mobiles)

0330 100 8620

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To be more energy-efficient you need to know how much energy you use. To do this you must understand: • how electricity and gas are measured, • how to read your meter, and • how to work out how much energy you use.

How electricity is measured

Your meter records how much electricity you use in units. One unit is equal to one ‘kilowatt hour’. If you use an appliance with a rating of 1000 watts for one hour, you will have used one kilowatt hour (1 kWh).

The power rating plate on any electrical appliance tells you how much electricity it uses in one hour, described in watts or kilowatts (1000 watts = 1 kilowatt). The higher the number of watts, the more expensive the appliance is to run. You can measure how much electricity an appliance is using by multiplying the wattage by the number of hours you use it. For example, if you use a 100 watt bulb for 10 hours, you will have used one kilowatt hour (100 watts x 10 hours = 1000 = 1kWh = 1 unit).

See the table below for some more examples:

Monitoring your energy use

Appliance Description of use Average units used*

Kettle 7 litres of boiling water 1 unit

Iron one hour 1 unit

Automatic washing machine one full load at 40˚C 2 to 3 units

Colour television 6 hours’ viewing 1 unit

Dishwasher one full load 3 to 4 units

Fridge-freezer one day 2 to 3 units

Tumble dryer one hour 3 to 4 units

Cooker one week’s meals for a

family of 4 25 to 30 units

* We have given average figures based on the power rating of the appliances. Running costs will vary according to the individual appliance rating and how efficiently they are used.

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How gas is measured

Gas is also sold by the unit (kWh). However, the gas meter measures the volume of gas used as 100s of cubic feet or cubic metres. This is converted to units on your bill as shown in the following example:

Here are some examples of gas appliances and their usage:

Appliance Description of use Average units used*

Gas hotplate One hour on high setting

4 hours on low setting 4 units 1 unit

Grill 15 minutes on high setting 1 unit

Oven One hour at Gas Mark 5 1 unit

Gas tumble dryer One hour 4 units

* We have given average figures based on the power rating of the appliances. Running costs will vary according to the individual appliance rating and how efficiently they are used.

Example

Current meter reading 6543 (100s cubic feet)

Previous meter reading 6418 (100s cubic feet)

Number of units used 125 (100s cubic feet)

125 (gas used) x 2.83 (imperial to metric conversion factor) = 353.75 (leave this step out if your meter measures in cubic metres - this is shown on the front of the meter)

353.75 x 1.022640 (volume conversion factor) x 39.0 (calorific value) = 14108.6 (Consult your bill for calorific value, as this figure will vary)

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How to read your meter

There are a number of different types of meter. Always read your meter from left to right and ignore any numbers after the decimal point, or in red.

Digital meter

The digital meter can be single or dual rate (electricity only). A single rate meter has one row of figures and a dual rate meter has two. The top row is usually labelled ‘low’ and the bottom row is labelled ‘normal’. Always take both readings.

Electronic meter

The electronic meter can be single or dual rate (electricity only). A single rate meter has one row of figures. A dual rate meter will show the normal rate meter reading, press the display button to see the low rate reading. Always take both readings.

Dial meter

This is the older type of meter and shows the number of units on dials. If the pointer is between two figures, always read the number the pointer has just passed (adjacent dials turn in opposite directions). Ignore the red dial.

In this example start at the bottom left hand corner, reading from left to right.

• The first dial is between 1 and 2. Read 1. • The next dial is just on 4. Check the third

dial to decide whether to read as 3 or 4. • The third dial is just on 0. Check the fourth

dial to decide whether to read as 0 or 9. • The fourth dial is also on 0. Check the fifth

dial to decide whether to read as 0 or 9. • The fifth dial is just before 9. So read this

dial as 8.

Read the fourth dial as 9, the third dial as 9, and the second dial as 3.

Therefore the meter reads 13998.

« Single Rate Electricity Meter Reading = 03472

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Prepayment meters

There are several types of prepayment meters. Electricity prepayment meters can be single or dual rate. Token meters are read as digital meters. Smart meters (electricity) and Quantum meters (gas) are read like an electronic meter.

You must use a payment card to buy credit and to ensure payments are credited to your account. If you move into a property with a prepayment meter you must get a new card. Do not use any cards left behind by previous occupiers or you could end up paying twice.

How much energy do you use?

To work out how much electricity or gas you are using, just do the following:

To work out how much your electricity is costing you, find the price of one unit of electricity from your bill, and multiply it by the number of units you have used. For more information about prepayment meters please ask for our booklet

‘Prepayment meters’.

Write down your meter reading today

units

On the same day in a week’s time write down the new reading

units

Take away the first reading from the second reading to give you the number of units you have used

units

If you need advice on reading your meter, please contact Customer Service or ask for our fact sheet

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If you are monitoring your gas use, convert the units on the meter to kWhs using the method shown on page 9. Then calculate the cost by multiplying the result by the cost of a unit of gas. Don’t forget to add VAT at the rate shown on your bill.

Choosing the right tariff for your

energy use

Electricity users have the choice to use a standard rate domestic tariff, where the price is the same 24 hours a day, or to choose a day/night tariff such as Economy 7. This gives you cheaper fuel for 7 hours over the night-time period, usually starting at around midnight in the winter or 1 am in the summer. You would pay a little more than the standard rate tariff for electricity used during the remaining hours.

Economy 7 is usually the tariff you need if you heat your home by electricity. And if your family uses a lot of electricity, you may save money by switching to Economy 7 if you change some of your electricity usage to overnight. The Energy Efficiency Helpline can advise you on how to decide which tariff is best for your circumstances. If you decide to switch, we may need to change your meter. This will be done free of charge.

Your bill

Your bill shows your latest and previous meter readings. The difference between the two is the number of units you have used during the billing period.

If your bill is estimated we recommend that you read the meter yourself and give us your reading. Send it to us or call the 24-hour automated meter reading freephone number shown on your bill.

If you are having problems paying your gas or electricity bill, or you want advice on the best way to pay, please contact Customer Service or ask for our booklet

‘Paying for gas and electricity’.

If you feel you are using a lot of gas or electricity, you can phone our Energy Efficiency Helpline on

for advice on reducing the amount of energy you use.

0800 02 22 20

(free from most landlines)

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Space and water heating account for around 60% of average fuel bills. Actual costs for heating a whole house or an individual room will vary according to the type of house. The table below gives some examples of the cost of providing space and water heating:

We have produced these figures with permission from Salkent Ltd (October 2007) and they are based on an average home in the Midlands region of the UK with the following considerations:

(1) 9850 kWh space heating and 2000 kWh water heating using a gas-fired boiler, radiators and hot water cylinder, standard boiler 70% average efficiency, condensing boiler 85% average efficiency.

(2) 13500 kWh space heating and 2500 kWh water heating using a gas-fired boiler, radiators and hot water cylinder, standard boiler 70% average efficiency, condensing boiler 85% average efficiency.

(3) Based on heating an average room. Gas heating by radiant and convector fire, electric heating by storage heater (90%) and electric fire (10%). (4) Storage heaters (living room), electric radiators (bedroom) and immersion

water heater, based on 90% night use and 10% day use.

(5) Gas price costs are based on two-tier Direct Debit tariff, alternative gas supplier.

(6) Electricity prices based on representative supplier, two-tier Economy 7 Direct Debit tariff.

Heating your home

Type of heating Two bedroom terrace

Three bedroom semi-detached house

Individual room

Mains gas with standard

boiler (5) £550 (1) £698 (2) £261 (3)

Mains gas with

condensing boiler (5) £473 (1) £584 (2) £261 (3)

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Heating controls

Good central heating controls mean you can reduce your heating costs while keeping rooms at a comfortable temperature.

Radiator central heating systems

The programmer automatically controls the times at which the central heating and hot water systems are switched on and off. The simplest models contain a basic time switch. Advanced models allow you to programme the heating and hot water for each day of the week according to your heating needs.

Cost: £60 to £100

Room thermostats are usually found in the living room or hall. When the room has reached its set temperature it sends a signal to the central heating pump to stop hot water being circulated through the radiators.

You should set the thermostat to maintain a comfortable living room temperature (around 21˚C). Keeping your home too warm is extremely expensive. Turning the thermostat down by 1˚C can save as much as 10% on your heating bills.

Cost: £110 to £140

Annual money savings: £20 to £25+ Thermostatic radiator valves allow you to control the temperature in each room where they are fitted. A thermostatic valve fitted onto the radiator senses the air temperature in the room and shuts off the flow of water through the radiator when the set temperature is reached.

Cost: £120 to £240 (whole house)

Annual money savings: £10 to £20+ These costs assume a contractor carries out work.

Boilers

Condensing boilers are the most efficient way of providing space and water heating. They can run on natural gas, liquefied petroleum gas (LONG) or oil. They are much more efficient than conventional boilers, so if you are replacing your existing boiler, you should consider a condensing boiler.

Cost: £250 to £400 (extra cost)

Annual money savings: £50 to £150+

Combination boilers (combs boilers) provide central heating and hot water without the need for a separate hot water cylinder. They are popular in flats and small houses where space is limited, because there is no need for hot or cold water tanks. The running costs are lower because there is no stored hot water, and water is heated as it is needed. Condensing combos further reduce the cost of heating.

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Warm air central heating

Warm air heating can be fuelled by gas or electricity and is controlled by time switches and room thermostats. Warm air is supplied to the house until the room thermostat reaches its set temperature. Room temperature is regulated by manually opening or closing the air outlet grilles. You must clean the air filters regularly so that the system operates efficiently.

Storage heating

Storage heaters use electricity at off-peak times. The heaters have electric elements inside them that heat a very dense thermal block overnight and release heat during the following day.

The heaters usually have two controls. One regulates the amount of heat that the heater needs to store overnight, the second regulates the rate at which the heat is released.

For information about storage heaters ask for our leaflet

‘Heating Your Home

IMPORTANT:

To ensure your gas appliances work safely and efficiently, they must be serviced every year by a Gas Safe Register engineer (formerly CORGI). You can check that your local installer is registered by asking to see a Gas Safe Register ID card.

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New appliances tend to be more energy efficient than older ones. Below is a table showing a comparison of annual running costs for old and new appliances. (Source: The Energy Saving Trust).

Buying a new appliance

Fridges, freezers, fridge-freezers, washing machines, tumble dryers, combined washer-dryers, dishwashers, lamps, electric ovens and domestic air conditioners now have to carry a label to show how energy efficient they are.

The label shows a coloured scale from A to G. Appliances that are closer to the ‘A’ rating are the most efficient on the market, and those closer to the ‘G’ are at the bottom of the range in terms of energy efficiency. Refrigeration appliances are becoming available rated A+ and A++ for the most energy efficient appliances.

The label also gives an estimate of how many kWhs the appliance uses in a year as well as other useful information. Although the more efficient appliances may cost more to buy, the extra cost will pay for itself through reduced electricity bills.

Domestic appliances

Appliance Average cost to run Best available

Electric cooker £60 £25 Refrigerator £25 £10 Freezer or fridge-freezer £55 £15 Washing machine £15 £10 Dishwasher £40 £25 Television £15 £5

For more information about energy labelling of household appliances, please call our Energy Efficiency Helpline on

0800 02 22 20

(free from most landlines) or

(included in any ‘inclusive minutes’ from mobiles)

0330 100 8620

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If you are planning to buy a new appliance, buy one that is just big enough for your needs. If you do not fill your fridge, washing machine or dishwasher, this could mean you are paying for electricity that you do not really need.

For more information about the costs of running over 50 different electrical and gas appliances, ask us for our booklet

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Fridges, freezers and

fridge-freezers

• Put your fridge or freezer in the coolest possible place, away from the cooker or heaters.

• Defrost your fridge or freezer regularly, following the manufacturer’s instructions. • Keep your freezer at least three-quarters

full. You do not have to fill it with food; for example you can pack it with plastic bags filled with newspaper.

• Cool cooked food before you put it in the fridge or freezer.

• Do not leave doors open for longer than you need.

Laundry

• If you can’t fill your washing machine or tumble dryer, use the economy button or the half-load button if you have one. • Use low temperature settings if possible.

• If you can, always spin your hand washing once in the washing machine before you transfer it to the tumble dryer.

There are many ways to save energy and money. Some of the ideas below are expensive, but there are also lots of ideas you can try for little or no cost.

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Cooking

• Use a kettle to boil water. It is quicker and more efficient than using a pan. • Only put the amount of water you need

into your kettle, but make sure you use enough water to cover the element. • Use just enough water to cover food

in a saucepan. Cover the pan with a lid and reduce the heat so it simmers. • Use a saucepan that is the same size

as the hotplate.

• Keep gas flames under the base of saucepans.

• Use a toaster for making toast rather than a grill on a cooker.

• If you have two ovens, use the smaller one if possible. When you are cooking, only open the oven door when you need to.

• When you are cooking small amounts of food, use a microwave oven if you have one, rather than an electric oven. • Do not use the cooker to heat

your kitchen.

Lighting

• Switch off lights when you are not using them, but make sure you keep stair areas well lit for your own safety.

• Clean light bulbs and lampshades regularly so they give the best light. If you don’t need strong light, use lower wattage bulbs.

• Use low energy light bulbs in the rooms that you use the most. If you replace a normal 100-watt bulb with a low energy light bulb, it should pay for itself in 12 months (based on six hours per day). They can last up to 12 times longer so they are ideal for fitting in places that are difficult to reach.

• Dimmer switches allow you to adjust the light to the level you require. However, generally you can’t use dimmer switches with low energy light bulbs.

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Water heating

On average, 20% of the energy used in your home is to heat water.

• Taking a shower is cheaper than having a bath. Saving: around £5 to £15 a year.+

• Don’t wash your hands or clean dishes under a running hot tap. Put the plug in the sink or use a washing-up bowl. Saving: around £10 to £15 a year.+

• Use a kettle for heating small amounts of hot water.

• If you use electricity to heat water, make sure you can see the switch and have a neon light on it, so you don’t forget it is switched on.

• Make sure that your thermostat is set correctly. The heater should switch itself on and off automatically. The recommended temperature for hot water is 60˚C.

• Fit lagging on your hot water tank. Use a British Standard approved cylinder jacket. It should be at least 80 mm (3.5 inches) thick. Cost: £10. Saving: £10 to £20 each year.+

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Room heating

• If you have central heating, lowering the temperature of your home by 1˚C can reduce your heating bill by as much as 10%. However, don’t put your health at risk by setting the temperature too low. An ideal temperature for your living room, dining room and bathroom is 21˚C and 18˚C for the kitchen and bedrooms. Saving: £15 to £40 each year.+

• Try not to open outside doors and windows in cold weather unless you have to (30 minutes a day should provide enough ventilation).

• Don’t put furniture in front of your radiators or storage heaters as it prevents the heat being distributed.

• Put reflective foil behind radiators and panel heaters if they are on outside walls. • Make sure curtains don’t cover heaters, as

this wastes a lot of heat.

• Fit shelves over your radiators to deflect heat into the room. Cost: £10. Saving: £5 to £10 each year.+

In rooms where you don’t have central heating:

• Turn off focal point gas or electric fires when the room is not in use. Turn down the heat when desired room temperature is reached.

• For rooms that need occasional heating fit a panel heater with a timer and thermostat.

• Fix the heater under a window to make up for any draughts. Or use an oil-filled radiator, convector heater, fan heater or gas wall heater. For bathrooms use a fast-acting heater such as a fan heater or an infrared heater fitted at a high level and pointing downwards.

• Always buy heaters with built-in timers and thermostats if possible.

Only use this type of heating for short periods of time.

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The heat inside your home finds many ways to escape. Warmth can get out through walls and windows, up the chimney and through any gaps around doors and window frames.

Heat lost from the home

Insulation

Roof 25% Walls 35% Windows 10% Draughts 15% Floor 15%

Draught-proofing

Draughts can waste up to 40% of all the heating in your home, and draught-proofing your doors and windows with foam strip is the easiest and cheapest way to stop heat escaping. Better quality materials are likely to last the longest.

Cost: from £45 to £60 (DIY)

from £125 to £250

(professional installation)

Saving: up to £30 each year+

Loft insulation

Loft insulation could save up to 15% on your heating bills.

Insulation should be 270 mm (10 inches) thick.

Cost: from £170 (DIY)

from £210

(professional installation)

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Wall insulation

You could save up to 20% on your heating bills by insulating your walls.

There are three methods that must be carried out by a professional insulation installer.

Cavity wall insulation

Cost: from around £300 to £500

Saving: up to £160 each year+

Insulate the inside of solid walls Cost: from around £650 to £1,500

Saving: up to £470 each year+

Insulate the outside of solid walls Cost: from around £1,800 to £2,800

Saving: up to £500 each year+

Insulating solid walls is more cost-effective if work is being done to walls anyway

For more information ask for our leaflet

‘Insulating Your Home’

or see page 26 for information about grants.

IMPORTANT:

Keeping the heat in is important, but if you have a gas fire or any other fuel-burning appliance, always make sure there is enough ventilation so that appliances burn efficiently.

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Carbon monoxide is poisonous.

Every year around 30 people die from carbon monoxide poisoning caused by gas appliances that have not been properly installed or maintained. When gas does not burn properly, too much carbon monoxide is produced.

You can’t see it. You can’t taste it. You can’t smell it. But carbon monoxide can kill without warning in just a matter of hours. You are particularly vulnerable when you are asleep. The early symptoms of poisoning include tiredness, drowsiness, headache and pains in the chest and stomach.

You are at risk from carbon monoxide poisoning if:

• Your appliance was poorly installed • Your appliance is not working properly • Your appliance has not been checked or

maintained regularly

• There is not enough fresh air in the room • Your chimney or flue gets blocked up • You allow unqualified people to install or

maintain your appliance

NEVER use a gas appliance if you think it is not working properly.

Signs to look out for include yellow or orange flames, soot or stains around the appliance and pilot lights which frequently blow out.

NEVER cover a gas appliance or block the air vents.

NEVER block or obstruct any fixed ventilation grilles or airbricks.

NEVER cover or block outside flues

Carbon monoxide

IMPORTANT:

Whenever draught excluders, double-glazing or a conservatory extension is fitted to a room containing a gas appliance, the appliance should be checked for safe operation to comply with ventilation requirements.

For more information ring the free Health and Safety Executive (HSE) Gas Safety Advice Line on Gas installations must only be carried out by Gas Safe Register engineers. Many Gas Safe Register members also belong to trade associations such as HVCA (Heating and Ventilating Contractors’ Association) or the Institute of Plumbing.

This information comes from the Health & Safety Executive.

0800 300 363

(free from most landlines)

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“ To help keep you safe, we advise

you to fit an audible carbon

monoxide alarm that complies

with the relevant British or

European safety standards.”

To buy a carbon monoxide alarm, please call npower hometeam on

Picture shown for illustration purposes only.

0800 980 3356

(free from most landlines)

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There is a range of grants available to make your home more energy-efficient.

Energy efficiency schemes

from npower

npower offers a range of energy efficiency measures for homeowners that will save you money and energy, and improve the comfort of your home. These include loft and cavity wall insulation, replacement boilers and heating controls, energy-efficient appliances and low energy lighting.

Warm Front

Warm Front is a Government-funded scheme, which provides a grant of up to £2,500. The scheme focuses on households with the greatest health risks – older people, families with children under 16 and people who are disabled or have a long term illness, and who are in receipt of certain benefits and may find it difficult to fund energy efficiency measures without help.

Warm Front grants are particularly aimed at owner-occupiers and people who rent their homes from private landlords, as this group contains the largest number of households in difficulty.

Eligibility for the schemes is restricted to: • householders who have a child under 16 or

are pregnant and are in receipt of certain income-related benefits,

• householders who are receiving certain income or disability-related benefits, and • householders who are 60 or over and

receiving income-related benefits or Pension Credit.

Warm Front will provide a package of insulation and heating measures up to the value of £1,500. People over 60 who qualify for the Warm Front Plus grant of up to £2,500 may also be offered gas or electric central heating systems.

Grants

For more information on our current money saving offers, please ring our Energy Efficiency Helpline on

For more information about the scheme call on:

(in Yorkshire, Humber, East Midlands and Eastern areas) or (elsewhere).

0800 02 22 20

(free from most landlines)

0800 952 0600

(free from most landlines)

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Home Energy Efficiency Scheme

- HEES (Wales)

The National Assembly for Wales funds HEES and HEES Plus, which provide a grant of up to £2,700. The scheme has two types of grant: • HEES is aimed at families in receipt of

Working Families’ Tax Credit, and families with children under 16 who receive Income Support, Housing Benefit, Council Tax Benefit or Income-Based Job Seeker’s Allowance.

• HEES Plus is aimed at one-parent families with children below 16 years, or people over 60 years receiving income-based benefits or Pension Credit, plus those who are disabled or chronically sick receiving income related benefits with a disability premium.

HEES provides a package of heating and insulation measures up to the value of £1,500. In addition, HEES Plus may also offer central heating and security measures up to a value of £2,700.

Warm Deal Scheme - Scotland

Warm Deal is a scheme from the Scottish Executive run by Eaga Ltd for homes in Scotland. It provides a grant of up to £500. If you qualify for the full grant you can receive up to £500 of energy efficiency work including cavity wall insulation, loft insulation or draught-proofing. As well as one of these measures, you would receive hot and cold tank jackets and pipe insulation, energy advice and up to four low energy light bulbs.

If you are over 60, own your own home or have a rental agreement with a private landlord, and have no central heating, you may also qualify for the central heating programme.

For information about HEES call free on

For more information about Warm Deal and to find out if you qualify, call free on

0800 072 0150

(free from most landlines)

0800 316 2815

(free from most landlines)

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Energy Saving Trust (EST)

The Energy Saving Trust provides information on any grants you might be eligible for to provide heating, insulation and appliances for your home to help reduce your fuel bills. You can get energy efficiency offers on heating, insulation and appliances.

Energy Service Companies (ESCOs)

An Energy Service Company (ESCO) is a ‘one-stop shop’ arrangement combining the efficient and cost-effective supply and end-use of energy for customers. Housing providers, local authorities or energy suppliers may set up ESCOs. You will benefit from competitive energy costs, energy efficiency advice and information on reducing your fuel bills and discounts on energy-saving measures and appliances.

Grants from your local council

You may be able to claim a grant to improve your insulation or heating system from your local council. Grants are normally paid only to owner-occupiers, private tenants or housing association tenants. Grants from the local council will take your family income into account and there is a heavy demand for them.

House renovation grants are available to help with major repair work and Home Repair Assistance grants can be used for small-scale work. Both grants can be used to improve insulation.

If you have a disability you may be able to claim a Disabled Facilities Grant to help you live a more independent life in your home, for example to improve or install central heating. It can be paid to owner-occupiers and tenants (including Local Authority tenants). For more information contact the Grants section of the Housing or Environmental Health Department of your local council.

Call the Energy Saving Trust’s Hotline on

or visit the website at

www.energysavingtrust.org.uk

0800 512 012

(free from most landlines)

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We have a wide range of leaflets that we can send to you. If English is not your first language, we have a range of energy efficiency information in other languages.

The following organisations can also give you information and advice:

Energy Saving Trust

Energy Efficiency Advice Centres Telephone: 0800 512012 (free) Website: www.est.org.uk

Draught Proofing Advisory Association Ltd

External Wall Insulation Association

National Association of Loft Insulation Contractors

National Cavity Insulation Association Ltd

You can contact all of these organisations at: PO Box 12, Haslemere,

Surrey GU27 3AH Telephone: 01428 654011 Website: www.aecportico.co.uk

NICEIC (National Inspection Council for Electrical

Installation Contracting)

Telephone: 0870 013 0382 Website: www.niceic.org.uk Warwick House

Houghton Hall Park Houghton Regis

Dunstable, Bedfordshire LU5 5ZX

NEA (National Energy Action)

NEA is a national charity concerned with the energy needs of low-income households. It provides educational and training material relating to energy efficiency.

NEA St Andrew’s House 90-92 Pilgrim Street Newcastle-upon-Tyne NE1 6SG Telephone: 0191 261 5677 Website: www.nea.org.uk

Glass and Glazing Federation

44-48 Borough High Street London SE1 1XB

Telephone: 0870 042 4255 Website: www.ggf.org.uk

Gas Safe Register

Telephone: 0800 408 5500 (Free) Website: www.gassaferegister.co.uk

Further information and advice

To request any of our leaflets, please call our Energy Efficiency Helpline on

0800 02 22 20

(free from most landlines)

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At npower we want to ensure that all our customers are treated fairly and receive a service that meets their needs. If you are an npower customer and have sight or hearing difficulties, or are disabled, chronically sick or of pensionable age you can apply to join our Warm Response Service (WRS).

Joining the WRS enables us to provide you with a range of helpful services to make life easier, and helps you to notify us of any circumstances that we need to allow for when providing you with gas and/or electricity. If you know anyone else who might benefit, be sure to tell them about it too.

Among the services we offer are:

• Braille bills, talking bills, large print or third party bills

• Password scheme to identify genuine callers at the door

• Leaflets in large print, in Braille or CD • Textphone service for the hard of hearing For households where everyone qualifies for the Warm Response Service, we also offer a range of adapters, free gas safety checks for gas customers and quarterly meter readings for those who can’t read their own meter.

Warm Response Service

For more information about the Warm Response Service, or for a copy of our booklet

‘Warm Response Service,’

please call the Warm Response Service team on

0808 172 6999

(free from most landlines) or

(included in any ‘inclusive minutes’ from mobiles)

0330 100 8669

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If you need to get in touch with us, you can call us on

Phone calls: We may monitor and/or record calls for security, quality or training purposes. Calling us on an 0800 or 0808 number is normally free when you call from a landline but charges may vary if you use a mobile. Calling us on a 0330 number will cost you no more than 01 or 02 numbers from landlines or mobiles. If you get ‘inclusive minutes’ with your package, calls on a 0330 number will be part of these.

npower is a registered trademark and the trading name of Npower Limited (Registered No 3653277) and its associated companies, including Npower Gas Limited (Registered No 2999919), Npower Yorkshire Limited (Registered No 3937808) and Npower Northern Limited (Registered No 3432100). Registered in England and Wales, registered office: Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB

Customer Service

0800 073 3000

We’re here to help you 8.00am - 8.00pm Monday to Friday, 8.00am - 6.00pm Saturday

(free from most landlines) or

(included in any ‘inclusive minutes’ from mobiles)

0330 100 3000

You can visit our website npower.com and send us an email.

And if you have a textphone our number is You can write to us at

Customer Service npower PO Box 93 Peterlee SR8 2XX

0800 413 016

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