Reliable customer service is a critical factor when selecting an energy provider, especially for property owners, landlords, and investors who need swift issue resolution to protect tenant satisfaction and operational continuity.
National Power and Gas (sometimes referred to as National Gas and Power) is a smaller, independent energy supplier in the UK. While they offer competitively priced energy plans, their customer service performance deserves careful examination — particularly when service quality directly impacts your property's reputation and management efficiency.
This guide explains what you should expect from National Power and Gas’s customer service and how Fraser Bond can help you make the right choices for your property investments.
National Power and Gas provides several methods for customer support:
Phone Support: Available during standard UK business hours.
Email Support: For non-urgent queries, billing concerns, or account changes.
Online Portal: Customers can manage accounts, submit meter readings, and view bills.
Postal Correspondence: Less common but available for formal complaints or documentation.
Note: As of 2025, National Power and Gas does not offer a live chat function or a dedicated mobile app for customer service – features increasingly expected in the modern energy market.
Simple Account Management: Their customer portal is functional for basic tasks such as updating personal details and submitting meter readings.
Fast Response to New Account Setup: Many new customers report relatively quick confirmation of account openings and Direct Debit setups.
Compliance with Ofgem Standards: As a UK-licensed supplier, National Power and Gas must follow Ofgem’s complaint handling and service standards.
Mixed Customer Reviews:
On platforms like Trustpilot and Google Reviews, customer feedback typically averages between 3 and 3.5 stars out of 5.
Key concerns include:
Slow Response Times: Delays in handling billing disputes and refund requests.
Billing Errors: Some customers report inconsistencies in estimated vs. actual usage charges.
Limited Weekend Support: Customer service is mainly available Monday to Friday, which can cause delays if issues arise over the weekend.
Complaint Resolution:
Although most complaints are eventually resolved, some cases require escalation to the Energy Ombudsman — a process that can be time-consuming and stressful for landlords and tenants alike.
| Issue | Frequency | Notes |
|---|---|---|
| Billing Inaccuracies | High | Especially with estimated readings. |
| Difficulty in Reaching Support | Moderate | Long phone wait times during peak periods. |
| Refund Processing Delays | Moderate | Particularly when overpayments occur. |
| Communication Breakdowns | Moderate | Email replies can take several business days. |
Document Everything: Always keep written records of communications.
Submit Meter Readings Regularly: Helps avoid estimated bills that could cause disputes.
Escalate Early: If issues persist beyond the first point of contact, escalate through official complaint channels as outlined by Ofgem.
Consider Third-Party Management: Engage a professional property management company to manage utilities and liaise with suppliers on your behalf.
At Fraser Bond, we recognize the critical role reliable energy services and responsive customer support play in property management.
We assist landlords, developers, and investors by:
Handling all communications with utility suppliers.
Monitoring billing accuracy and account status.
Managing complaint escalation processes if necessary.
Advising on alternative energy suppliers if persistent service issues arise.
By partnering with Fraser Bond, you remove the administrative burden associated with utility management and protect your investments from operational disruptions caused by poor service.
While National Power and Gas offers competitive pricing and simple account management, their customer service is best described as average compared to larger suppliers. For property owners, ensuring proactive management of accounts and swift resolution of any issues is vital to maintaining tenant satisfaction and avoiding financial inefficiencies.
Fraser Bond’s professional property management services help you navigate supplier challenges effectively — ensuring energy accounts are handled seamlessly and your property investments remain protected.
