npower

Private and voluntary organisations · Company

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First report 1 Oct 2013•Latest report 1 Oct 2013

Reports, concerns and published responses

Reports over time

Reports naming this recipient by issue year.

* 2026 is projected from reports observed to 7 Sep 2026.

Reports
1

Naming this recipient

Published responses
0%

Found for named reports

Concerns addressed
0

Across all linked responses

Stated actions
0

Described in responses

Concerns and recipient responses

Statements from npower linked to the concerns in each report. Select any concern, action or position to view the source wording.

  1. Leicester City and South Leicestershire

    AI-generated summary

    Michael Joseph Hirrell · Prevention of Future Deaths report

    This summary was generated using AI from the published report. Please read the original report for the complete account.

    Report summary

    Michael Joseph Hirrell died from carbon monoxide poisoning between 18 and 25 January 2013 after using a borrowed generator at his home following disconnection of the electricity supply. The principal concerns were that his vulnerability was not recognised or protected during the disconnection, staff did not feel empowered to halt it, and wider consumer-protection arrangements may not prevent similar deaths.

    Read the report on judiciary.uk

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to npower; that does not assign responsibility.

    PFD Monitor interpretation

    Failure of customer services to provide assistance to consumers in difficulty

    Wider context from the report

    “2. Although all 3 personnel present on the morning (Warrant Officer, locksmith and meter engineer) had concerns regarding Mr Hirrell, no one felt empowered to halt the disconnection and, despite efforts by the Warrant Officer, customer services at npower were unable to assist with his predicament. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to npower; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to recognise vulnerable consumers

    Wider context from the report

    “1. Mr Hirrell’s presence was recognised by npower representatives before the power supply was disconnected, and he was noted to look unwell, be in receipt of welfare benefits, have no credit on his mobile telephone and to have no gas supply (and therefore no source of heat or light to his home). Notwithstanding this, he was not recognised to be a “vulnerable person”. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to npower; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to provide required customer protection to vulnerable consumers

    Wider context from the report

    “3. Mr Hirrell was not afforded customer protection under the license agreement, or under the Energy UK Safety Net as a vulnerable person, which he clearly and unequivocally was. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to npower; that does not assign responsibility.

    PFD Monitor interpretation

    Lack of permanent, industry-wide consumer protection

    Wider context from the report

    “5. Steps taken by npower since Mr Hirrell’s death was brought to their attention are (while welcome) not permanent, nor industry wide, and therefore future deaths may occur if matters are not resolved to introduce a more robust form of consumer protection. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to npower; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to empower personnel to halt disconnection

    Wider context from the report

    “2. Although all 3 personnel present on the morning (Warrant Officer, locksmith and meter engineer) had concerns regarding Mr Hirrell, no one felt empowered to halt the disconnection and, despite efforts by the Warrant Officer, customer services at npower were unable to assist with his predicament. ”
    Open source report

    Source evidence

    How this individual concern was interpreted

    PFD Monitor created a concise, searchable interpretation from the report wording shown below. The report was sent to npower; that does not assign responsibility.

    PFD Monitor interpretation

    Failure to report consumer-protection failings and relevant deaths to oversight bodies

    Wider context from the report

    “4. Ofgem were unaware of this death until advised of the circumstances by this office; no contact has been made directly with Energy UK but npower were unable to offer any reassurances at inquest hearing that the circumstances of this tragic death were reported back either in routine audit feedback, or as a special case, given the failings of the system for consumer protection. ”
    Open source report
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Information checked against published PFD reports and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Data last updated 7 September 2026