Privacy Policy

The Trust provides a significant difference to the lives of those in need by awarding grants to clear energy debts. In exceptional cases the Trust can also help with other priority household costs and items. The Trust also funds voluntary organisations to provide money and fuel debt advice services.

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The easiest way for an individual to apply is via the Trust’s online application form

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This privacy notice is written to help you understand what personal data the npower Energy Fund collects, why it is collected, what choices you have over how we use it and what your rights are in relation to how we manage and retain your information.

Our Identity

The npower Energy Fund was set up by npower (being the collective name for various npower and npower group companies whose registered offices are at Windmill Hill Business Park, Whitehill Way, Swindon, Wiltshire, SN5 6PB) and is administered on behalf of trustees by Charis Grants Ltd trading under the name of Let’s Talk.

For any questions, complaints, or requests in relation to this Privacy Notice please contact us at:

Data Protection Officer,
Legal Department,
Trigonos, Windmill Hill Business Park,
Whitehill Way,
Swindon, SN5 6PB

Data the npower Energy Fund collect

The npower Energy Fund collects the personal details you supply solely for the purposes of making an assessment of whether we can offer you a grant towards paying your energy bills or provide you with replacement white goods. They will also be used to validate your application.

These personal details will consist of contact details, financial and health records for you and people who you are dependent on or who are dependent on you. You must ensure that you have requested and gained permission to provide information on behalf of others.

We will not process and store any special category information e.g. health information) about individuals who access this Website, except where you have provided them as part of an application process or enquiry. Where we do gather special category data such as health information we will ask for your consent to do so for the purpose of the specific application at the point of collection with a clear and unambiguous statement.

If you are under 14 you should ask permission of a parent or guardian before sending personal or sensitive information to anyone online.

You do not have to provide data as set out above, but be aware that we may as a consequence, be unable to process your application. In this case, we will inform you of the position.

Who the npower Energy Fund may share your information with

We may need to share your information with the administrator of our scheme Charis Grant, our service providers and agents for the purposes of assessment or seeking additional support to help you.


We take the security of your personal information very seriously and operate to the standards required by law to protect it against unlawful or unauthorised processing. We train our staff to protect your personal information and check your details when you contact us. We maintain data security by protecting the confidentiality, integrity and availability of your personal information so only those people who are required to access it are able to do so and those staff receive training to ensure they know how to handle your personal information in an appropriate manner.

Whilst we put in place appropriate measures the internet and electronic means of communication are not secure and you use those to communicate with us or to receive services from us at your own risk. You must ensure you keep any account, login details and passwords secure and do not disclose them to anyone. Please ensure that you log out of your account and close your browser when you have finished.

Data Transfers and safeguards

Although this data will be held in the UK and EU we also may pass your personal information to service providers or agents and subcontractors based in countries outside the European Economic Area (EEA). For example we outsource some of our IT services to organisations based in India, the USA and South Africa.

These countries may not have the same level of data protection as we operate in the UK. To make sure we keep your information secure we apply strict safeguards when transferring and processing your information outside of the EEA. We will only transfer your personal information:

  • to countries approved by the European Commission as having appropriate data protection laws to ensure an adequate level of protection for your personal information such as Canada, New Zealand; or
  • where we have put in place our own measures to ensure an adequate level of security as required by data protection law. These measures include ensuring that your personal information is kept safe by carrying out strict security checks on our oversees agents, service providers etc. backed by strong contractual undertakings approved by the relevant regulators for example the EU style Model Clauses. Visit the ICO website and search for “international transfers” for more information; or
  • to a member organisation approved by the European Commission as having a suitable level of data protection for example the EU-US Privacy Shield which covers transfers to the US. Visit for more information.

Data Retention

We intend to retain your data only as long as is required to complete and process your application and as required for any grant award period. This will usually be 2 years. When data is no longer required it will be deleted from our systems.

Your Rights

You have the following rights in relation to how we deal with your personal information. However, in some cases where you ask us to correct, delete or stop processing your personal information we won’t always be required to do so. If we believe that is the case we will explain why.

i Right to withdraw Consent – if you’ve given us consent to process your personal information you have the right to withdraw that consent at any time. However, if you do so we may no longer be able to proceed with your application.

ii Right to be Informed – you are entitled to be told about the collection and use of your personal information. This is achieved by this notice along with any “just in time” notices provided when we collect your information.

iii Right to object to processing based on it being in our legitimate interests – where we rely on this legal basis to process your data you have the right to object to us using your personal information for those purposes. If you do object then we may no longer be able to proceed with your application.

iv Access to your personal information – you are entitled to see the personal information that we hold about you at any time so you are aware of and can verify the lawfulness of how we are using it.

If you write to, email or phone us and ask to see this information, it is known as a ‘subject access request’ or “SAR” for short. If it is not clear who we are dealing with or we are unsure precisely what you are asking for we may need to ask you to provide some additional information. We will not charge a fee unless your request is manifestly unfounded or excessive (particularly if it is repetitive) when we may charge you a reasonable fee for obtaining your information based on the administrative costs of providing it.

v Erasure (also known as the right to be forgotten) – you have the right to have personal information deleted where it is no longer necessary for us to use it, you have withdrawn consent or we have no lawful basis to keep it.

vi Rectification – you can ask us to change or complete any inaccurate, or incomplete or incorrect personal information that we hold about you.

vii Data portability – you can ask us to provide you or a third party with some of the information we hold about you in a structured, commonly used electronic form so it can be easily transferred.

viii Restriction – you can ask us to restrict the personal information we use about you where you have asked for it to be erased or you have objected to our use of it.

You may exercise any of the rights set out above by contacting us using the details at the end of this notice.

ix Right to complain – If you are unhappy about the way we handle or use your personal information please write to us at Data Protection Officer, npower, Legal Department, Trigonos, Windmill Hill Business Park, Whitehill Way, Swindon, SN5 6PB and we will do our best to resolve your complaint.

If you’re still unhappy and you do not believe we have resolved your complaint you have the right to contact the Information Commissioner’s Office (ICO). They are the supervisory body that regulates how personal data is handled in the UK. If you go to them before you have contacted us they may ask you to get in touch with us first to see if we can help you and resolve your complaint before they will investigate it.

The ICO can be contacted by their website at, by phone on 0303 123 1113 or by post to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF.

Links to other websites

The npower Energy Fund website contains links to other recommended websites. Other sites may link to the npower Energy Fund website, but this in no way does indicates our endorsement of those sites or their content.

We encourage all visitors to read the privacy statements of each website that collects personal information.


To enable us to make the site available and to monitor and improve the Site, we may gather certain information about you, including details of your operating system, browser version, domain name and IP address, and the details of the website you linked from to the site. This is technical information and does not identify you.

Updates and Changes to this Privacy Notice

This notice was updated in November 2018 and it replaces any previous notices we may have provided to you. We regularly review it and we can update it at any time so it is a good idea to check it from time to time to see if anything has changed. If we make any significant changes to this notice or to how we use your personal data we will contact you to let you know about the change and where appropriate ask for your consent.