This billing booklet looks at changes to flexible working, and how you can adopt to ensure your business benefits from new employment trends. In this issue you can also learn about networking, and how the npower Energy Services connections team works with new wind farms.

1. Winter/Spring 2013
here’s how
we can help your business…
Embrace new opportunities
Network
The secret of building successful
business relationships
Adapt
New rules on flexible
working and how to benefit
Discount
Energy efficiency advice
for retail businesses
1

2. Welcome
With your input, our aim is to give you more of what
you want, including the right help and advice to support
your business
What’s inside
Energy market view 3
npower news 4
Hot topic: Flexible working 5
A big thanks to those of you Focus on: Energy efficiency for retailers 7
who’ve taken the time to
Technology: Tablets 10
share some feedback with us.
Legislation for SMEs, energy How to: Network 11
efficiency advice, expert ‘how Spotlight: Energy Services connections 13
to’ articles and green issues are
often cited as popular subjects,
so that’s what we’ve included in
this issue. In particular, our Hot Your feedback matters
Topic (page 5) looks at changes We value your comments and suggestions,
to flexible working, and how you can adapt to ensure so if you have something to share, please
your business benefits from new employment trends. email us at hereshow@npower.com
Our focus on energy efficiency targets retailers (page 7),
with other sectors to feature in future issues. You can
also learn more about networking (page 11), and how
the npower Energy Services connections team works
with new wind farms (page 13).
Please keep your feedback coming (see box,
right, for contact details). We really value
your input.
Rachel Barrass
Customer Service Manager
Editorial content provided by Susannah Lawson & Associates (www.slcommunications.co.uk).
Phone calls: We may monitor and/or record calls for security, quality or training purposes. The cost of calls to 0800 numbers should be free from a landline but are
likely to incur a charge from mobiles. Please check with your operator for exact charges.
npower is a registered trademark and a trading name of Npower Direct Limited (registered in England and Wales No.3782443) and associated companies.
Registered Office: Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB.
npm10572/RF12809/01.13
2

3. Energy Market View
Energy market view
Can the Green Deal soften the blow
of price rises?
With upgrades to our energy network and growing renewable subsidies in the headlines,
Janet Wood explores the impact on fuel bills – and other news that could reduce them.
In 2013 the government wants the Green Deal
to be the big energy issue, and at last businesses
Janet Wood is an
can find out whether they can benefit from it independent energy
– take a look at www.gov.uk/green-deal-energy- journalist and former
saving-measures editor of Utility Week
However, price rises are likely to be of more
immediate concern to business customers.
But it has to be said that some parts of the
bill that are rising are outside the control of
business energy suppliers.
Negotiating prices for the bulk gas and electricity
Networks under review networks, and local gas networks for the next eight
years is almost complete, and is set to add
We’ve looked before at these other costs, and some
£12 to domestic bills annually and raise business
are under the spotlight at the moment. Network
bills accordingly. Price negotiations for the local
costs, for example, make up about a fifth of the
electricity networks will be in the spotlight in the
average bill.
coming year and take effect in 2015.
While energy companies source and supply
electricity and gas for their customers, they don’t Renewable subsidies bite
own the pipes and wires over which they deliver, Another big impact for bills is the Feed in Tariff.
any more than Amazon or Tesco owns This is the subsidy energy users are paying for all
the roads by which they deliver their product. the solar PV panels that have sprung up on many
Two dozen or so network companies do that, household and business roofs in the last couple of
and these normally invisible companies have years, plus other forms of on-site renewable energy
been highlighted recently. generation. Large-scale renewables are also being
ramped up. There’s debate on the cost of this, but
That’s because the price they can charge is being Ofgem estimates green initiatives add 4% to gas
negotiated now. Their charges are strictly controlled and 10% to electricity bills.
by regulator Ofgem, and in the past pricing
discussions have been of little interest to outsiders. With rising energy costs, taking steps to increase
But now the stakes are bigger: we are asking more efficiency certainly make more sense than ever –
from our creaking energy networks and so the costs which brings us back to the Green Deal. But only time
of upgrading will push up prices.
will tell how popular it proves to be for Britain’s SMEs.
3

4. npower news
Getting
kids outdoors
Research released by npower has revealed that
despite 90% of UK children spending up to
three hours a day online or using gadgets, nearly Elaine Midwinter
three quarters (73%) wish they spent more receiving the award
time outdoors.
These findings were released as 100 of the Health Through Warmth scoops award
country’s greenest young people headed to the An npower scheme that’s improved the quality of life
Lake District, after winning an activity week in of more than 76,000 vulnerable people has won a
the npower Climate Cops SOS competition. Community Initiative award from the Energy Institute.
Pupils from schools in England and Wales
competed for the prize – which includes an npower’s Health Through Warmth scheme provides
adventure masterclass with Ray Mears (above) assistance with the funding and installation of heating
– by devising a group activity to encourage their systems for people with long-term, cold-related
peers to go outside and enjoy the great outdoors. illnesses. “We deliver both practical and financial
assistance to the most vulnerable people in our
“npower’s Climate Cops SOS aims to educate communities who may otherwise fall through the net,”
young people across the country to give them explains npower Health Through Warmth manager
basic life skills,” explains Clare McDougall, Elaine Midwinter.
npower’s Head of Education and Community.
“We really believe that if young people spend Since it’s launch in 2000, the scheme has attracted
more time outdoors, they will learn to love and more than £62 million in funding and helped tens of
respect the environment and they’ll want to thousands of UK residents. For more information,
preserve it for future generations.” visit healththroughwarmth.com
4

5. Hot topic
Does flexible work?
New rules on parental leave and a changing workforce mean companies will have to
become more adaptable to flexible working. But, says SME expert Mark Williams,
there may be benefits for employers too.
News that fathers would get more parental taken will place a disproportionate strain on small
leave under new Government proposals received firms and will be very complicated to administer,”
a mixed reaction when it was announced last says National Chairman John Walker.
November. Under the proposals, which could be
introduced in 2015, women will be able to return
to work just two weeks after giving birth and share Adapting to a changing workforce
their remaining maternity leave with their partner, The Chartered Institute of Personnel and
either by taking time off at the same time or Development (CIPD) welcomed the government
in turns. proposals. “A shift in attitudes to flexible working
is a natural reflection of the changing nature of
Currently, new mothers can take up to 52 weeks’ work and the workforce,” says Chief Executive
maternity leave, while fathers can take two weeks’ Peter Cheese.
statutory paternity leave. Some fathers may also
be entitled to additional paternity leave, which “More flexibility extends the
gives them to up to 26 weeks’ leave if the mother
returns to work. ability of employers to attract,
retain and motivate a more
The government also plans to extend the legal diverse workforce.”
right to request flexible working to all employees.
Currently, only parents with children below “Firms are increasingly finding they can benefit from
17 years (or below 18 if their son or daughter [greater] loyalty, commitment and engagement
has disabilities) can request flexible working from a broad base of employees – not just working
conditions, providing they have been employed mothers – if they adopt a more universal approach
for at least 26 weeks. However, if there are sound to considering flexible working requests. Many small
business reasons, employers can say no. businesses make extensive use of flexible working
and, because of their size and personal relationships
The Confederation of British Industry (CBI) with employees, can be among the best at making
acknowledges that flexible parental leave is a good it work.”
way to support working families, but its Chief
Policy Director Katja Hall warns: “We must ensure The CIPD published a report in May 2012 called
that the new system is simple to administer.” The Flexible Working Provision and Uptake. “We found
Federation of Small Businesses believes extending that the most common forms of flexible working in
flexible working will place an unwanted additional organisations, in order of popularity, were part-time
burden on firms. “Allowing chunks of maternity working, job-sharing, flexi-time and term-time
and paternity leave of as little as one week to be working,” says Ben Willmott, CIPD Head of Public
5

6. Hot topic
Policy. “Flexible working arrangements can To find out about employers’ legal obligations
be formal or informal. Although it’s preferable regarding flexible working, visit
to include flexible working policies in your www.gov.uk/flexible-working/overview
employer’s handbook, working from home
is the type of flexible working practice most
likely to be offered informally.”
CIPD tips on implementing
flexible working
A happier workforce
• Establish a clear process for how flexible
An employee survey carried out for the CIPD
working works in your business
by Kingston University/Ipsos MORI found that
workers with flexible working arrangements tend • Ensure that there are clear roles and
to be “more emotionally engaged, more satisfied responsibilities for employees, line managers
with their work, more likely to speak positively and human resources
about their employer and less likely to quit”.
• Assess current levels of support offered to
line managers and ensure it is sufficient
Willmott says numerous factors are contributing
to increased interest in flexible working. • Invest in ongoing communication and
“They include its potential value as a recruitment awareness raising
and retention tool and the changing profile
of the workforce. With more women in the • Assess how conducive your business culture is to
labour market and an ageing population, flexible working – and take action accordingly
it’s increasingly common for workers to have • Make use of pilots (when introducing new
caring responsibilities outside work. Advances in initiatives) and trial periods (for individual flexible
technology are also facilitating remote working working arrangements) to highlight potential
and hot-desking, while there’s an increasing need problems with flexible working arrangements
for businesses to operate 24/7. And because
of tough economic conditions in recent years, • Build in opportunities and mechanisms
some organisations have been offering part-time to monitor and evaluate progress with
working or sabbaticals as a way to avoid flexible working
or minimise redundancies,” Willmott concludes.
6

7. Focus on
Energy efficiency
for retail businesses
Reducing costs is good news for any
business, and this issue we focus on
how shops and other small retailers
could save on energy that may have
a positive impact on their bottom line.
Independent retailers are the unsung heroes of the However, despite this, research by npower found
British High Street, accounting for two out of every that 53% of SMEs do not have any methods in
three shops in the UK. According to Alan Hawkins, place to manage energy use efficiently. “Most
Chief Executive of the British Independent Retailers organisations can save up to a fifth on their fuel
Association, “Independent retailers are the glue that bills by better managing their energy and investing
holds many local communities together. They bring in cost-effective measures,” explains Marlene.
choice, variety and real service that you only get “The Carbon Trust has calculated that a 20% cut
from owner-run businesses.” Yet, like many smaller in energy costs represents the same bottom line
businesses in today’s difficult economic climate, benefit as a 5% increase in sales, proving that
staying profitable can be challenging. saving energy really is one of the easiest ways to
increase profits.”
“Energy is an essential overhead for every type of
business,” says Marlene Webley of npower’s SME
team. “But for retailers, it’s especially important,
where optimal lighting and temperature control
are key to creating the right customer experience.
Refrigeration can be another big cost if food and
drink are on sale. So we find that retail customers
are often very receptive to suggestions that could
help them cut bills through greater energy
efficiency measures.”
Marlene recently attended the Independent Retail
Show at Birmingham’s NEC, where npower was on
Photo: www.ptpimages.co.uk
hand to show how low cost measures could achieve
tangible cost and energy savings. “We had a lot
of interest from visitors to the retail show,” says Marlene Webley of the npower SME team (right)
Marlene. “Maximising energy efficiency is a relatively chats to customers at the Independent Retail Show
simple way for independent retailers to influence the
bottom line.”
7

8. Focus on
Ring up the savings: five steps Also check your heating system timer to ensure that
its operating hours match the times when heating
to better energy efficiency is required. It’s often possible to shut down heating
1. Reduce wastage – start by looking at how energy an hour before closing without any noticeable
is used in your business and aim to ensure it is as difference to staff or customers.
efficient as it can be. If equipment – for example
lights, heating and ventilation – is not required,
then turn it off. Many retailers could immediately 4. Keep cool with refrigeration – when using
slash their energy bills by up to 10% with minimal refrigeration, it is important to ensure any debris is
capital expenditure. removed which may restrict airflow around the unit,
as this can lead to fridges and freezers consuming
2. Look at lighting – while it is important to more energy than required. Also consider fitting
maintain customer experience and showcase night blinds, as these help maintain the quality of
merchandise in the most effective way, it is chilled and frozen food and reduce heating costs
also possible to make potential savings through by preventing cold air spilling out from cabinets.
increasing energy efficiency of lighting.
Changing from halogen spotlights to LEDs, 5. Get employees involved – changing employee
for example, could use up to 80% less energy behaviour can also have a real impact, so
and reduce maintenance costs too, as they last encouraging staff to think about energy usage
many times longer. can help to reduce consumption. Appointing an
‘energy champion’ can be a simple but proactive
3. Turn the heat down – heating accounts for step. They can assist by taking responsibility for
40% of energy use in a typical retail environment, initiating small-scale efficiency practices and remind
which means that there are big opportunities to fellow staff members of the everyday steps they
make savings. During colder weather, customers can all undertake to bring energy usage down.
will be wearing warmer clothing if coming in from
outside, so there’s often no need to heat to a For more tips and advice, visit npower.com/
temperature that could make them uncomfortably SmartStart. And see over the page to find out
hot while in-store. Reducing heating temperatures how a village shop fares in an energy audit.
by just 1˚C can cut fuel consumption by around 8%.
Source: The Carbon Trust
8

9. Case study
Shopping for savings Replacing the fluorescent lamps with modern
energy efficient alternatives could deliver savings
in the region of 40-70%. What’s more, these could
Walter Bush, owner of Baginton Village Stores in
use the existing fittings, so there’s no need to invest
Warwickshire, has run the convenience store for
in new ones.
seven years. “We open every day, and for six of
those, are here from 5.30am to 6.30pm,” he says. 2 - Refrigeration
As well as putting in long hours, Walter has been By installing a timer device on the refrigerators,
looking to develop the store and enhance what’s savings of 30-50% could be achieved,
on offer and the way in which it’s presented. predominantly from being able to switch them off
“The problem is that energy is a major issue during periods of non-occupancy and over night
when it comes to lighting and refrigeration in when they are currently unnecessarily running.
this environment,” he says. So he was especially
receptive to receive an Energy Audit from npower 3 - Voltage optimisation
representative Andrew Fletcher. Like many convenience store owners, Walter
experiences voltage spikes at his premises.
After an inspection of the shop, Andrew was “This is very common and increasingly so in the
certain that he could help Walter cut his energy UK now, whereby at different times of day or night,
costs. “We’ve been able to confirm that there are voltage levels will increase and we often find that
significant opportunities for energy savings,” light fittings are very susceptible to this,” explains
he said. The three main areas identified were Andrew. The solution is to fit a voltage optimisation
lighting, refrigeration and voltage optimisation. product, which can reduce business electricity
1 - Lighting consumption by around 10-12%.
“In addition, it also ‘conditions’
the voltage and removes those
dangerous spikes and therefore
prevents lamps and other
devices which are affected
Walter Bush (left) with Energy by voltage from damage,
Auditor Andrew Fletcher so extending their lifespan.”
Walter’s verdict:
“Any help and advice we can get on energy You can see a short film of the Baginton
efficiency is sorely needed,” says Walter. Village Stores energy audit by visiting
“Energy efficiency in this environment has got
to become more of a priority with costs being
npower.com/SmartStart
as they are, so anything we can do to cut Also visit
them down or to reduce the energy footprint
of the business has got to be a good thing.”
npower.com/SmartStart
for more energy saving advice.
9

10. Technology
Should your business buy a Tablet computer?
As the workplace becomes more flexible, the demand for technology that can facilitate
work on the move increases. Mark Williams looks at the latest trend in Tablets.
According to the YouGov Tablet Tracker, the
number of Tablet computers used in UK homes
is set to double in 2013. The internet-based
market research firm estimates that by August
2013, Tablet ownership will increase to more
than 10-million, with Apple accounting for about
67% of the UK market and Samsung increasing
its share to 10%.
Many businesses are also now using Tablets, so if
you’re thinking of buying one for yours, what are
your options?
The recently launched fourth-generation iPad
(“with stunning Retina display, five megapixel
iSight camera and ultra-fast wireless”) starts at
£399 (as of January 2013). Third-generation iPads
are available for £369, although you can pick up an
iPad 2 for £329. If you’re on a budget, the iPad Mini
sells for £269 upwards (all 16GB models).
Many Android™ Tablet models are also available,
including the ASUS Google Nexus 7, which, for less
than £200, offers great value. The Galaxy range
from Samsung, starting at about £269 for a 16GB A huge, bewildering array of apps (software
Tablet, is also very popular. Other manufacturers applications) are available to download for Tablets
who have brought Tablets to market include and these can enable you to access the internet,
Blackberry, Fujitsu, Acer and Toshiba. send and receive emails, take notes, make images,
type documents, produce and deliver presentations,
Tablets are lighter, more portable and therefore access data, organise your day and many other key
more convenient than a laptop. They can work business tasks. Buying a Tablet could certainly prove
out cheaper, too. Tablets also provide a more a shrewd investment for your business in 2013.
convenient option for working on the move than
smartphones, as their larger size makes viewing
information and onscreen typing significantly
easier. And, of course, they can look impressive
when presenting information to customers
or clients.
10

11. How to…
Build rapport when you Network
Successful networking is about building relationships, but the key is not to sell yourself but
rather to focus on finding common ground, as communications champion Will Kintish explains.
The word ‘networking’ is becoming synonymous for some time, even though they may be a new
with selling, attending events where people behave acquaintance. It becomes a relationship of mutual
in an artificial manner, where there is sham and understanding and respect; all of a sudden you’re
falsehood and lots of insincere behaviour. But when on the same wavelength.
you understand what it takes to be a world-class
networker, you shouldn’t experience any of Someone once defined rapport as ‘intense harmonious
those negatives. accord’. When you have those feelings you can often
say anything, within reason. You can ask questions
Networking is simply building relationships; perhaps you wouldn’t normally ask or disagree without
something everyone does every day. On certain worrying you might fall out.
days we start a new relationship, on most days we
reinforce existing relationships. The three keys steps Building rapport needs you both to have the same
to building relationships are: values; honesty, integrity and reliability are just three
• Know traits to come to mind.
• Like
• Trust Birds of a feather
As you start to communicate, the key to building early
Let’s focus on the ‘like’. But for the moment let’s rapport is finding common ground. It may be where
call it building rapport. When you build rapport you both grew up, which university you went to or
things magically happen. You relax with the other even the fact you were at different institutions but
person and begin to feel you have known them studied the same subject.
11

12. How to…
Commonalities in families are a great way to build When you do spot a potential opportunity,
rapport but never ask anyone directly if they’re remember the event itself is not the place to have
married or have children, as asking these questions a serious business conversation. The event is the
to the wrong people on the wrong day can cause platform to start the relationship with a view to
upset and embarrassment. meeting shortly afterwards. Ask permission to contact
them in the next few days to set up a get-together.
Instead, be more subtle by mentioning something
about your situation and you often find they will I strongly recommend you try to get them to
mention theirs if it’s similar. When you and the other commit to taking your call rather than just sending
person have similar knowledge and expertise, again an email, as this keeps the communication more
you find the conversation begins to flow smoothly. personal (and emails can easily be deleted).
Remember, you’re following up because you think
Skills you need your area of expertise and knowledge can add value
When you are looking for potential business to their business. With this attitude, you should find
opportunities, the key rapport-building skills are business development is about their business and
asking pertinent and interesting questions and not yours!
listening very carefully when the other person
answers. People love talking about themselves Kindness and generosity
– good networkers let them. Finally to build rapport, we need to be kind and
generous. The greatest gift we can give to someone
We learn nothing by talking, only by listening. at an event is our time and genuine interest.
Be careful your questioning doesn’t turn into an Then when the conversation is over, offer to
interrogation. But when you meet someone who is introduce them to others – or if you don’t know
happy to share their business issues, listen and keep anyone, go hunting in pairs. Leaving someone
probing. Business development is about helping alone is bad for rapport building.
others not thinking ‘Ahaa here’s an opportunity to
sell to achieve my targets’. True rapport is the way to build relationships.
That’s what world-class networkers do.
“When you build rapport
things magically happen.”
Will Kintish is a leading UK authority on effective and confident networking.
Visit www.kintish.co.uk and www.kintish.tv for further free and valuable
information on all aspects of networking. Or if you’d like Will to speak at
your conference or training workshops, call him on 0161 773 3727.
12

13. Spotlight
The power to connect
When a new site needs a new power supply,
location and terrain are no obstacle to the
npower Energy Services team.
As we turn to more sources of renewable energy
to meet our future power needs, the challenge of
connecting new generating sites in often remote
locations to the National Grid is set to increase.
“Finding an appropriate location for a wind farm,
for example, and then getting the necessary
planning and community approval is only part
of the story,” explains Derek Cave, Development
Manager with npower’s Energy Services connections
team. “Once a project has been given the go
ahead, the infrastructure that will connect the
wind turbines to the local electricity grid has to
be planned and then built.”
As well as generating and supplying energy to
customers, npower has teams that can provide
expertise when it comes to building on-site
generation – for example installing wind turbines
or a biomass generator – and then ensuring that
meters are in place and the appropriate data
collected. But Derek and his team focus on making
sure any new sites can be connected to the national
power supply.
“We work with both new generators to ensure the
energy they make can be exported to the Grid,
and also with sites that require power, for example
providing connections for new industrial or housing
estates,” explains Derek. “Our team provides a
smooth and comprehensive service – from finding
out about a customer’s exact power requirements Bringing in the power cables to
to liaising with local distribution network operators connect Lochelbank up to the Grid
and ensuring the power is all connected properly
to schedule.”
13

14. Lochelbank Wind Farm In addition to trenching and cable laying, the job
included construction of high-voltage switchgear
In the stunning location of the Ochil Hills near
connecting turbines to a main switchroom.
Perth and Kinross in Scotland, you will find
“Each turbine also has a kind of ‘mini sub station’
Lochelbank Wind Farm. Completed last year,
attached with a transformer in there to step up the
the project has 12 turbines set over a 147-hectare
voltage,” explains Derek.
site. The wind farm has a total generating capacity
of 9.6MW – enough clean energy to power around Working to the highest standards of health and
5,300 homes each year. safety is a primary concern on any job, adds Derek.
“We also makes sure we comply with regulations,
“The project was completed on time and to
of course,” he says.
budget, although there were challenges we had
to overcome,” recalls Derek Cave of npower’s Another key consideration is minimising disruption
Energy Services connections team. “Lochelbank is for people who live and work nearby. “The last
a beautiful place but the weather can get very wet, thing you want to do is create a nuisance for
which often makes conditions extremely muddy. anyone. And that includes the landowners, who in
Frequently, we had to pump out water from the case of Lochelbank, have a farming business to
trenches before cables could be laid.” run too.”
14