According to The Times the supplier’s German parent company is to remove Massara in favour of Npower’s new chief operating officer, Paul Coffey.
Npower reported in its first half results last week a “steep decline” in its domestic business that saw it lose 300,000 customers.
Massara said the decline was due to the continued impact of systems issues that hit the domestic business last year.
In a statement Npower said it would not comment on “speculation” but added: “We are currently reviewing the details of a plan to improve Npower’s performance and will communicate more details about that plan in due course”.
Paul Massara stepped into the role of chief executive at the beginning of 2013, promising the company would climb from the bottom of the customer service league tables to the top in just two years.
Npower has been dogged by customer service woes following the introduction of a new billing system which resulted in inaccurate and heavily delayed customer bills in 2013.