Subject Access Request to E.ON Next

E.ON Next is E.ON Next Energy Limited (company number 03782443), the company that supplied npower's household customers: Companies House records its name as npower Direct Limited until 3 June 2020, and E.ON Next's own npower page says all of npower's residential and small-business customers were moved over to E.ON Next while the large business customers went to npower Business Solutions. E.ON's own former household customers moved the same way — E.ON Next says it started migrating E.ON customers to E.ON Next in July 2020 and that all of its home energy and small-to-medium business customers were getting an E.ON Next account. So old npower and old E.ON household records are asked for from E.ON Next, and a former npower business account is asked for from npower Business Solutions, which E.ON's privacy policy routes to Complaints.Business@npower.com. Sainsbury's Energy customers are supplied by E.ON Next Energy Limited under licence and the same route applies to them. E.ON Next has no privacy policy of its own: every page on its site links E.ON's group policy, which names E.ON UK Limited and the companies it owns as the controller and gives one rights mailbox per business. Electricity and gas customers, and solar panel or boiler installations, use customerrights@eonnext.com; E.ON Heat customers and other products use EIS-SAR@eonenergy.com. The policy also says you can ask for your data by any of the methods on its contact page — for E.ON Next customers that is hi@eonnext.com, WhatsApp, or 0808 501 5200, open 9am to 5pm Monday to Thursday and 9am to 4pm Friday — and that if you only want certain items and agree, it may deal with the request informally, for example by giving you the specific information over the phone. Say so if you want the full file. E.ON says it will email the copy to you where it has your email address, unless you ask for it another way. Questions or complaints about how your data has been handled go to a different mailbox, dataprotection@eonenergy.com, which E.ON says it will acknowledge within 30 days; that is not the request route. If you write, E.ON's contact page gives a customer service postal address of E.ON Next Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR, while E.ON Next's residential terms say its Data Protection Officer can be contacted at Trinity House, 2 Burton Street, Nottingham NG1 4BX — the address above, which is also its registered office and the address it gives for letters about a complaint. Business customers should check which company their contract is with. E.ON Next's small-business terms — the current version, updated on 20 August 2026, and every version since 1 April 2021 — say that if you provide personal data under the contract E.ON Energy Solutions Limited is the data controller, with a Data Protection Office at Newstead Court, Little Oak Drive, Annesley, Nottinghamshire NG15 0DR, and that the contract is with whichever of E.ON Energy Solutions Limited and E.ON Next Energy Limited supplies you. The policy's rights mailbox for electricity and gas customers is the same either way. E.ON says it keeps records of your conversations with its customer support teams, including call recordings, webchat and emails, and that some of its staff wear body-worn video. It publishes no retention period for call recordings or account records: its policy says data is kept to fulfil its contractual duties until your account is closed, has a zero balance and has no open complaints, with some data kept longer for legal reasons such as tax and accounting. Smart meter data is the one thing with a number on it, and E.ON gives two. Its privacy policy says it can provide up to 24 months of smart energy consumption data, or the period it has supplied you if that is shorter, only as far as the meter still holds it and only at the level you agreed to — monthly, daily or half-hourly — while E.ON Next's guide to time-of-use tariffs says a subject access request gets you up to 12 months of reading history from your smart meter, emailed free of charge. Half-hourly data is collected only with your consent, except that customers who agreed a new tariff or had a smart meter installed since November 2022 default to sharing it for settlement unless they opt out. Ask for the consumption data by name and say which months you want. Charging data from an E.ON Drive charger is kept for seven years. E.ON Next shares account and payment information with credit reference agencies — its npower page names Experian — and says a default stays on your credit file for six years whether or not the money is paid. If the record you are worried about is the one on your credit file, a separate request to Experian gets that file. A subject access request cannot be made for someone who has died, because data protection rights end at death. E.ON Next handles a deceased customer's account through its bereavement team — bereavement@eonnext.com, 0808 501 5035, or its online bereavement form, which anyone can fill in — and asks for formal documentation such as a Grant of Probate before refunding a credit balance over £300. For a living customer who wants someone else to deal with E.ON Next, the only published arrangements are the Priority Services Register, through which you can choose someone to look after your account and receive your bills, and a Letter of Authority policy written for business contracts and energy brokers; E.ON publishes nothing about a representative making a subject access request for a household customer. A request gets you the records; it does not fix a bill. E.ON Next's own complaints mailbox is unhappy@eonnext.com, with ceo@eonnext.com for a second opinion, and it calls the letter that opens the Energy Ombudsman route a final offer letter.

Made under UK GDPR Article 15

Energy and water suppliers hold account and billing history, meter readings and smart meter consumption data, contact and complaint notes, call recordings, and records of any debt recovery or vulnerability flags applied to the account.

Requests usually follow a billing dispute, a back bill or debt collection activity, and the meter and billing history is normally the point of them. Where the argument is about energy, Ofgem's back billing rules say you do not have to pay for energy used more than 12 months ago if you had not had an accurate bill for it before, had not been told what you owed through a statement of account, or your direct debit had been set too low to cover it. That makes the dates on which the supplier actually billed you, and what those bills said, the facts the dispute turns on — which is what a request gets you. The protection is lost if you acted unreasonably, for example by blocking access to the meter, ignoring requests for payment or stealing energy.

Where an account has been passed to a debt collection agency, that agency is usually a separate data controller and needs its own request.

• Billing and payment history
• Meter readings and smart meter consumption data
• Contact notes and complaint records
• Debt recovery correspondence and internal notes
• Vulnerability or priority services register entries

Deadline. An organisation must respond without undue delay and within one month. It may extend by up to two further months where the request is complex or you have made a number of requests, but it must tell you within the first month that it is doing so, and why.

Cost. There is normally no fee. A reasonable fee may only be charged where a request is manifestly unfounded or excessive, or where you ask for further copies.

Proving who you are. An organisation may ask you to verify your identity, but only where it has reasonable doubts about who you are, and it should ask for the minimum needed. Where it needs further information to deal with your request, the one-month clock pauses until you provide it.

How hard they have to look. An organisation has to carry out a reasonable and proportionate search — not an exhaustive one. What counts as reasonable depends on the volume of information, the difficulty of locating it, and the size and resources of the organisation. This is a common reason for a partial response, and it is worth being specific about what you want.

If they ignore you. Complain to the organisation first. Since 19 June 2026 every organisation has had a legal duty to give you a clear way to raise a data protection complaint, to acknowledge it within 30 days, to look into it properly and to tell you the outcome. If it does not, or the answer is incomplete, you can then complain to the Information Commissioner's Office.