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npower - providing energy
services for Social Housing

Contents
Introduction
Gas heating installations 4
Electrical installations 6
Repair and maintenance 8
Renewable technology installation and maintenance 10
Housing adaptation services 12
Refit and refurbishment 14
New build 16
Insulation 18
Funding 19
Increasing the energy efficiency of the UK’s housing
stock has long been a government priority - it is widely
accepted that the housing sector accounts for just
over a quarter (27%) of the total carbon emissions in
the UK * . With a commitment to an 80% reduction in
carbon emissions by 2050, the need to improve old,
energy inefficient housing is clear.
npower Business and Social Housing (“npower”) is a
dedicated division within the RWE npower group that
specialises in the provision of gas heating installation,
electrical installations, repair and maintenance and
renewable technologies. Whilst carbon reduction may
be an important driver for our customers it is not the
only reason we do what we do. Like you, we recognise
the difference that a warm home can make to the
lives of your tenants. We have years of experience
working in occupied properties, with an approach that
focuses on minimising disruption to customers. The
health benefits of a warm, dry home, particularly for
the elderly or vulnerable, are well documented ** . The
quality of housing also has a recognised impact on a
child’s learning and development and can even impact
on crime rates. At npower we take great pride in the
wider social impacts of the work we do in the social
housing market.
We also recognise that housing is at the very centre
of a local community. That’s why we are committed
to employing local people wherever possible and run
continuous training for apprentices and existing staff
to ensure that their skills are continually updated.
Our engineers are highly skilled in installation and
maintenance services and are Gas Safe registered.
Additionally we are fully Microgeneration Certification
Scheme (MCS) accredited. All our installation work
comes with a 12 month warranty and we can also offer
a 24-hour emergency call out service.
The RWE npower group is one of the UK’s major
energy providers. We are experts in the increasingly
complex legislative landscape in which Social Housing
providers must operate. We won’t dictate solutions to
our customers, but rather prefer to discuss your overall
objectives and tailor make a proposal to meet your
specific needs.
Our solutions will address a wide range of objectives
from meeting housing standards, to increasing the
asset value of your stock, and lowering carbon
emissions. Importantly, the RWE group as an energy
supplier, is also often able to aid in accessing funding;
not just from its own obligations but also from outside
sources, including European funds.
To discuss your energy solution needs further
please email us at
es.sales@npower.com
or contact your Business Development Manager
*Home Truths: A Low-Carbon Strategy to Reduce UK Housing Emissions by 80% by 2050 - University of Oxford’s Environmental Change Institute (Nov 2007)
**The Impact of Fuel Poverty on Children - Save the Children (Dec 2008)
2 3

Gas heating installations
If a boiler is more than
10 years old the likelihood is
that it won’t be operating at
peak efficiency.
From straightforward boiler swaps to installation
of full energy efficient central heating systems,
we have years of expertise in installing
high quality gas boilers. Our Gas Safe registered
engineers currently install thousands of energyefficient
central heating systems every year for our
social housing clients, keeping their tenants warm
whilst also helping to reduce their energy bills.
A new A-rated energy efficient boiler could
save your tenants up to £310 a year on their
heating bills.
Fuel switching
We’re also experts in fuel switching, helping your
tenants move from expensive and inefficient solid fuel
or electric heating to gas central heating. This includes
helping to facilitate the connection of your properties
to the gas network where a pipeline is available.
Replacing an old, inefficient system could reduce
your tenants’ energy bills. For an average 3 bed
semi-detached house, fuel switching to a gas heating
system could be about £300 cheaper to run than
coal or electric each year.
In addition through the obligation on the RWE
npower groups supply business to offer funding we
may also be able to offer part or fully funded fuel
switching for your properties to help ease the cost
of installation.
Case Study - Gas Heating Installations,
Castle Vale Community Housing Association
In 2012, npower won a 5 year contract to work with
Castle Vale Community Housing Association to cover
the installation of new Boilers and Heating Controls to
their full portfolio of properties.
We were selected because of our partnership approach
to this contract integrating energy advice and support
services alongside the installation work and in addition
to the gas installs we are also working in partnership
with CVCHA to help change tenant behaviour with
regards to energy efficiency.
The right products for the job
Where we replace an old inefficient boiler with a
new A-rated condensing boiler the tenant can also
save money on their heating bills. According to the
Energy Saving Trust, boilers account for around 55%
of what homes spend in a year on heating bills, so
an efficient boiler makes a significant difference with
A-rated boilers saving up to £310 on heating bills a year
compared to homes with a less efficient G-rated boiler.
To talk to us about gas heating installations contact us at
es.sales@npower.com
Source: Energy Saving Trust 2013 - saving £310 based on installing a new A-rated condensing boiler and full set of heating controls in a gas-heated, semi-detached home with three bedrooms.
Gas heating system £300 cheaper to run than coal or electric based on a report by Sutherland Tables, October 2009 which provide statistics on the relative cost of using different domestic fuels. £300 saving based on a 3 bed semi in
the Northern area of England, switching from either electric with Economy 7 tariff to gas saves £316, switching from coal to gas saves £342.
4 5

Electrical installations
We are one of the largest
providers of electrical
installation services in the
social housing market.
We provide electrical inspections, rewires and other
electrical installation services to our clients including:
• New build wiring and rewiring of existing properties
• Upgrades
• Electrical testing and inspections
• Electrical hot water and heating
• Wiring of other fuel systems
• Lighting systems
• Economy 7 and Economy 10 systems
• Emergency electrical repair call-out service
• CO alarms and smoke detector installations
• Isolator switches *
As a landlord you have a responsibility to ensure
Health and Safety standards are maintained and
regulatory requirements met. All of our engineers
are fully accredited with the NICEIC and offer a
high quality, reliable and dependable service that
is compliant with industry requirements.
CO and smoke detector installations
Even with regular maintenance of gas and electrical
appliances it’s still prudent to have an audible carbon
monoxide (CO) alarm and smoke detector installed in
your properties.
We can supply and install battery and mains wired
CO and smoke detectors to provide peace of mind
and added security for your tenants.
Metering services
Also as part of our electrical capabilities we can
provide isolator switch installations as part of an
electrical rewire or installation job as well as
having the ability to facilitate other metering
services through the MeterPlus part of npower
where required.
Case Study - Electrical Installations, Corby
Borough Council
Corby Borough Council has a property portfolio of over
4,700 homes. Over 23% of their properties are at least
48 years old with 11% of those built before 1945. As
such, it is a continuous challenge for Corby to ensure
these homes meet an acceptable standard for electrical
safety, whilst providing tenants with facilities to cope
with modern electrical requirements.
npower was appointed by Corby Borough Council to
manage a programme of work to ensure their housing
stock is updated to a safe electrical standard for any
current tenants and also to prepare void properties for
any new tenants moving in.
Our solution
As part of this contract npower carries out both
electrical rewires and Electrical Installation Condition
Reports (EICR’s). The EICR is a comprehensive test on
the condition of the whole electrical installation, wiring
and accessories (switches, lights and sockets) in a
property; this test will determine what work, if any,
is required.
To manage these activities, we adopt a cyclical
approach, with Electrical Installation Condition Reports
being produced every 5 years, or sooner if appropriate
and at the change of tenancy.
The npower Project Manager for Corby, Richard
Traynor explained “We take a partnership approach to
our relationship with Corby, ensuring the client’s needs
are met and ensuring the least possible disruption to
the tenant. Where a property is void we are able to
respond quickly to ensure the property can be made
ready for the next tenant as soon as possible.”
To talk to us about your electrical installation needs contact us at
es.sales@npower.com
* Isolator switch installation only available as part of a rewire or other installation works.
6 7

Repair and maintenance
High quality servicing and
maintenance not only helps
extend the life of gas heating
and electrical equipment,
it also ensures compliance with
health and safety regulations.
Gas safety
We’ve been servicing and maintaining gas appliances
for a number of years helping tenants to maximise
the energy efficiency of their homes. We currently
service over 34,000 domestic boilers and handle
29,000 emergency and non emergency repair call outs.
Gas safety is a vital area for our clients who need to
have confidence in our engineers’ expertise in gas safety
and repair work. Our Gas Safe registered engineers
provide the quality of service that our clients can
depend upon.
Electrical safety
Our electrical engineers carry out electrical testing
on a variety of contracts across the UK.
Our clients require electrical safety checks and
PAT testing to be routinely carried out on their
properties. Our NICEIC qualified engineers ensure
compliance is met for the client and peace of mind
is given to the tenant.
To talk to us about your repair and maintenance
needs contact us at
es.sales@npower.com
24/7 Service
We are also able to offer an out of hours service
allowing tenants to contact us 24 hours a day with
any urgent issues, giving them the confidence that
their emergency will be dealt with as soon as possible.
Case Study - Repair and Maintenance, Solihull
Community Housing
Keeping the gas appliances in a home well maintained
is a top priority for social housing landlords. Solihull
Community Housing is an Arms Length Management
Organisation (ALMO), managing and maintaining
over 10,200 properties on behalf of Solihull Council
including legal obligation to ensure that properties
meet Gas Safe regulations. The Landlords Gas Safety
Record is a quality inspection that enables engineers to
do a thorough and detailed audit of the gas appliances
in tenants’ homes.
To ensure they meet strict obligation requirements
Solihull Community Housing turned to npower.
We have several years experience in the repair and
maintenance of properties and are able to provide
resources such as a back office team and full contract
management support to help facilitate this work to the
highest standards.
Our solution
All of our engineers are Gas Safe registered and to
ensure they are always of the highest calibre they are
re-trained / re-accredited every 5 years. We have also
tailored our services to meet the varying needs of
Solihull Community Housing tenants including:
• All emergency cases (gas or major water leaks) dealt
with within 24 hours
• Out of hours service available to respond to
emergency/urgent jobs and vulnerable customer
calls within the same night
We have a strong team dedicated to repair and
maintenance with each person playing a crucial part
including a team of ten engineers and their supervisor,
a dedicated tenant liaison officer and ongoing support
from the contract manager.
Strong partnership
npower and Solihull Community Housing have a
strong and long standing relationship. This is an
ongoing partnership which means npower makes
continuous changes and adjustments to ensure the
relationship works well.
In 2011 two npower staff moved into Solihull
Community Housing’s office, guaranteeing that
npower staff are always on hand to resolve any
issues, and improving communications between the
organisations. We also provide support with educating
tenants about the benefits of gas safety checks.
Volume of jobs based on 2012 figures
8 9

Renewable technology installation
and maintenance
With the availability of
Government funding and
incentives to install a variety
of green technologies,
now is the time to look at
investing in renewable
energy installations.
We have a wealth of experience in designing and
installing renewable energy and heating solutions
helping you and your tenants enjoy the savings that
renewable energy can provide.
We specialise in:
• Solar PV
• Solar thermal systems
• Ground source heat pumps
• Air source heat pumps
• Biomass boilers.
We’re also able to provide repair and maintenance
services for ground and air source heat pumps and
solar thermal technologies.
To talk to us about renewable technology
installations and maintenance contact us at
es.sales@npower.com
All our installers are Microgeneration Certification
Scheme (MCS) accredited and provide high-quality
installations meeting compliance requirements with
all industry standards.
Installing renewable technologies will allow your
tenants to generate their own heat and power,
reducing their energy costs and helping you meet
carbon reduction targets for your properties.
According to the Energy Saving Trust, installing
Solar PV could save around 1 tonne of CO 2
a year
per property.
We can provide a one-stop solution for all your
renewable energy needs including:
• Full system design
• Grant funding advice
• Sourcing the best product for the job
• Installation
• After sales support.
Case Study – Ground Source Heat Pumps,
Harrogate Borough Council
Warm rooms and hot water on tap is something many
of us take for granted. Yet many people in the UK living
in older properties still use real fires to heat their homes
and electricity to power hot water systems.
Ground source heating is a form of renewable energy
that makes use of Solar heat stored naturally within
the earth. Over an eight-week period npower installed
ground source heat pumps (GSHP) and heating
systems at ten Harrogate Borough Council-owned
residential properties.
“I’m 53 years old and I’ve lived in my house since 1965.
The new heating system has made a massive difference.
Now, the house is warm when I need it to be. I no longer
have to come in and make a fire to warm the place up.”
Allan Holmes, resident of Church Lane, Wighill,
near Tadcaster.
Case Study – Solar PV, Wigan and Leigh
Housing Association
W&LH was set up as a separate, not-for-profit
company in 2002 to manage and maintain council
homes on behalf of Wigan Council. In mid-2009 they
were considering how the Housing Association and
their tenants could benefit from the Feed in Tariff
[FIT] scheme and entered into discussions with several
providers of Solar PV [Photovoltaic] systems.
For the pilot scheme, npower fitted Solar PV energy
systems to eight two-bed bungalows in Mosley
Common, a suburb of Tyldesley at the eastern edge
of the Metropolitan Borough of Wigan, in Greater
Manchester. The properties are a sheltered scheme
where older members of the community live.
“The tenants and Wigan & Leigh Housing are already
experiencing the benefits and if we can find a way to pay
for it, I certainly would like to see more of our properties
fitted with solar PV technology in the near future.”
Mike Sterlicchi, director of asset management and
development at Wigan & Leigh Housing (WLH).
Carbon savings: Source, Energy Saving Trust, 2011
10 11

Housing adaptation services
Where housing adaptations
are required, it’s vital that
they’re managed in a timely
and efficient manner to
cause minimal disruption
for your tenants.
Whether through the Disabled Facility Grant or other
funding, we’re experienced in carrying out housing
adaptation services for a number of Registered
Providers and typically undertake the following:
• The isolation and removal of an old bathroom suite
and/or kitchen fittings
• Structural alterations to doorways, floors and walls
for new equipment and wheelchair access
• Relocation of underground drains and soil pipes
• Tiling
• Rewiring for new shower position, cooker, altered
light switches, etc.
• Installation of new equipment
• Alteration to heating systems
• Decoration upon completion
• Maintaining services to residents while work
is in progress
• Disposal of all rubbish to licensed waste sites.
To talk to us about your housing adaptation needs contact us at
es.sales@npower.com
Housing adaptation for disabled or elderly tenants
can be a sensitive and stressful process. Our expertise
in this area is well established and through our
network of approved installers and NICEIC accredited
electrical contractors, each adaptation job is carried
out as a complete project.
From the design and build stage through to electrics,
plumbing, decoration, glazed tiling and floor laying,
by managing these projects end to end we can
reduce the time involved, minimising the impact
on your tenant.
Case Study – Housing Adaptations, Daventry &
District Housing
Registered Providers have a duty of care for all their
tenants including those who may need more support
in their homes. The Disabled Facility Grant is one
way in which Registered Providers can facilitate any
required work on tenants’ homes where adaptation
to a kitchen, bathroom or other area of the home may
be needed.
In the case of Daventry & District Housing they were
able to facilitate some adaptation work through
their Major Improvement Programme. Under this
programme they approached npower to adapt the
bathrooms of two homes so that they were more
suitable and practical for the tenants to use.
Our solution
It was our task to meet the needs of Daventry &
District Housing, by providing level access shower
room adaptations for these two properties, whilst
ensuring that the work was carried out efficiently and
with sensitivity to cause the least amount of disruption
possible to the tenant.
We offer a fully comprehensive housing adaptations
service managing this work in a timely and efficient
manner to cause minimal disruption to the tenants
whilst we are in their home. We help to manage
everything as efficiently as possible by providing
an end-to-end service including survey, design,
pricing and installation.
Best products for the job
With the tenants’ needs in mind, we sourced a shower
product with built in temperature control. These
showers have a valve which prevents the water from
getting too hot, therefore preventing a vulnerable
tenant from injuring themselves with scalding water.
When installing a grab rail and shower seat, we make
sure that the tenant is available so that we are able to
judge the right height and position for their needs. The
level access shower room allows obstacle-free access
to bathroom facilities for those who may not have the
ability to use a traditional bath or shower.
12 13

Refit and refurbishment
Our plumbing installation
services play a pivotal role
both as a stand-alone
service and as part of a
package of services that
support the Government’s
Decent Homes programme.
Using our expertise in plumbing services, we are
able to provide kitchen and bathroom refits and
refurbishment in particular to support the Decent
Homes programme.
The Decent Homes programme aims to improve
conditions for social housing tenants. We know it’s
vital that you continually work towards ensuring
your properties meet this standard and we can help
you achieve this through refit and refurbishment of
kitchens and bathrooms.
In conjunction with our other services – gas
installations, electrical installations and housing
adaptations – we can provide you with a complete
internal refurbishment package that will help you
meet the Decent Homes Standard.
Bathrooms
• Stripping out existing suites, associated wastes
and pipework
• Installing new suites, flow wastes and pipework
• Tiling
• Wiring
• Redecoration
• Floor covering.
Kitchens
• Disconnecting and isolating old sink units
for removal
• Installing the first-fix pipework for kitchen fitters
• Installing the second-fix pipework, connecting sink
top and points for dishwasher/washing machine
and gas cooker
• Wiring
• Tiling.
To find out about our expertise in refit and refurbishment services and
how we can help you achieve the Decent Homes Standard contact us at
es.sales@npower.com
14 15

New build
The Code for Sustainable
Homes is the national
standard for the design and
construction of new homes
which aims to reduce carbon
emissions and create homes
that are more sustainable.
We know that energy efficient and sustainable homes
are important for the well-being of your tenants.
Our dedicated and specialist workforce have all the
expertise and qualifications required to not only meet
all current building regulations but also to help you
promote even higher standards of sustainable design
by meeting the Code for Sustainable Homes.
In addition to our wide range of refurbishment and
maintenance services, we also undertake a variety
of new build projects including significant mechanical
and electrical work. Our expert team will work with
you to implement specific and appropriate energy
efficient solutions through the bid and construction
stage with services including:
• Specialist design team
• Part L and Part P compliance
• CSCS qualified staff
• Total electrical, mechanical and plumbing
installation packages
• Specialist housing adaptation available
• Sole management and partnering projects
• Implementation of Code for Sustainable Homes
To find out about our expertise in New Build services and how we
can help you meet the Code for Sustainable Homes contact us at
es.sales@npower.com
16 17

Insulation
Funding
Without proper insulation,
more than half of a home’s
heat can escape through the
roof and walls.
Home insulation will not only keep a house warmer in the
winter but will also keep it cooler in the summer. We can
offer a variety of insulation solutions for both standard
and ‘hard to treat’ properties; those that aren’t suitable
for cavity wall and / or loft insulation. In these cases,
solid wall insulation (SWI) is an alternative that offers
significant savings once installed.
The wider RWE npower group has well established
expertise in this area and through a network of approved
installers has delivered over 550,000 loft and 400,000
cavity wall insulation measures since March 2008. In
addition we can insulate ‘hard to treat’ properties using
internal or external solid wall insulation.
Through RWE npower Group’s obligatory funding
commitments we may also be able to offer part or fully
funded insulation installations for your properties.
Since 1994 the Government has introduced a number
of mechanisms to encourage carbon reductions for
domestic house holders and commercial businesses.
Until December 2012 this was managed through
the Carbon Emissions Reduction Target (CERT)
and Community Energy Saving Programme (CESP)
obligations but most recently this is being achieved
through Energy Company Obligation (ECO) and the
Green Deal.
Some of these mechanisms are specifically designed
as an obligation placed on energy suppliers tasking
them to fund the installation of prescribed energy
saving measures to achieve an agreed volume of
carbon savings.
As an energy supplier, the RWE npower Group is able
to provide funding to support any schemes that form
part of the current obligations including insulation and
microgeneration technologies. In addition as a Green
Deal installer we can support those Social Housing
providers that have decided to become a Green Deal
provider in delivering a number of measures to their
housing stock.
Cavity wall and loft insulation are amongst the most effective ways to reduce heat loss from
a home, thus helping your tenants reduce their energy bills.
Measure Annual saving CO 2
saving per year
Loft insulation £140 560kg
Cavity wall insulation £180 730kg
Solid wall insulation (internal) £460 1,800kg
Solid wall insulation (external) £490 1,900kg
To talk to us about improving the energy efficiency of your
properties and lowering your tenants’ energy bills contact us at
es.sales@npower.com
To talk to us about your funding
requirements contact us at
es.sales@npower.com
Annual savings from installing loft insulation: These are estimates based on insulating a gas-heated, semi-detached home with three bedrooms, showing savings when you insulate an uninsulated loft. Energy Saving Trust, May 2013.
Annual savings from installing cavity wall insulation: These are estimated figures based on insulating a gas-heated, semi-detached home with three bedrooms. Energy Saving Trust, May 2013.
Annual savings from installing solid wall insulation based on insulating a gas-heated, semi-detached home with three bedrooms. Energy Saving Trust, May 2013.
18 19

Here is an overview of ‘what we do’ within Business
and Social Housing and the wider npower group.
BaSH Services
1 Gas heating installations
2 Electrical installations, testing & certification
3 CO & Smoke detector installations
4 Gas & electricity repait & maintenance
- including 24/7 emergency call out
5 Renewable technology installation & maintenance
-including Solar PV, solar Thermal, Ground & Air
Source heat pumps & Biomass
6 Housing adaptation services
- including ramps & walk in showers
7 Refit & refurbishment
- including kitchen and bathroom
8
9
New build -including fit, mechanical
& electrical services
Electrical vehicle charging points
supply - installation & maintenance
npower Services
10 Gas & electricity supply
11 Loft, cavity & solid wall insulation installations
12 Isolator switch installation & other metering services
Funding - including Energy Company Obligation (ECO)
11
5
3
2
6
8
7
1
7
10
9
12
4
For more information on what we do:
Call 0800 197 7400
Visit npower.com/socialhousing
Email es.sales@npower.com
or contact your Business Development Manager
npower is a registered trademark. Npower Business and Social Housing Limited (registered in England & Wales No 00893718) whose registered office is at Windmill Hill Business Park, Whitehill Way, Swindon, SN5 6PB is a member of
the RWE Npower group.
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