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Knowledge Centre

Have a question about working with Pozitive Energy and what to expect? You should find the answers here. Search our Frequently Asked Questions below or explore our topic areas.

Topics

Do I need to do anything before I switch to Pozitive Energy?

Yes, before you request to switch to us, you should check your current supply contract for a notice period and whether you will be liable for any early exit fees if you go ahead with the switch. You should then give notice to your current supplier in accordance with your supply contract.

Once your switch to us is agreed, you should settle any outstanding balance on your account as instructed by your current supplier

How long will it take to switch to Pozitive Energy?

It typically takes 21 days from the day we receive your request to switch unless:

– your current supplier has objected to the switch
– we need additional information from you to complete the switch
– you have chosen a later start date for your supply contract with us to start

What happens once I switch to Pozitive Energy?

It typically takes 21 days to complete a switch. Occasionally, the switch can take little longer, so it’s important that you plan ahead carefully.

When you’ve requested to switch your energy supply to us, this is the usual process we will follow:

• Perform a credit check on your business and if applicable on you
• Check if there is Green Deal charges associated with the premises
• Contact your existing supplier and let them know you have requested to switch to us and the date we’ve agreed with you. We will check with your current supplier if you are eligible to switch
• Once your switch is agreed with your current supplier, we will send out a confirmation pack. This includes your contract with us and details such as your account number, the price of your energy and other important information relating to your new supply. We email this and also send a copy in the post.
• Contact you to discuss your energy meter.

You’ll need to:

• Check all the contract details are correct

• Submit a meter reading within three days of your supply starting.

What happens when my Fixed Price Energy Plan is ending?

We’ll write to you with a renewal quote around 60 days before your Fixed Price Energy Plan ends.

If you don’t renew with us by the last day of your contract, we’ll put you onto a ‘Variable Rate’. For smaller businesses these prices are displayed on our website and will be stated in the renewal letter. For larger customers we will notify you in writing what the rates will be.

On a Variable Rate your prices won’t be fixed, but we’ll let you know at least 30 days before they change. You can go back onto a Fixed Price Energy Plan at any time.

If you want to change supplier, you’ll need to write to us 30 days before your current Fixed Price Energy Plan comes to an end. This date will be in your renewal letter.

Get in touch to renew any time until the day your plan is due to end. Your first point of call will be the energy broker who originally organised the contract

I want to leave Pozitive Energy and switch to another supplier. What do I need to do?

If you want to leave Pozitive Energy, please:

• Give us notice as stated in your supply contract with us – it’s usually 30 days
• Check if you liable for any early exit fees – they will apply if you are on a fixed term contract
• Make sure you’ve paid all your outstanding bills
• Give us your final meter reading the day your contract with the new supplier starts.

What methods can I use to pay my bill?

Subject to your contract, you can pay us by Direct Debit, BACS, CHAPS and by phone. In exceptional circumstances we accept cheque.

Can I change my direct debit date or bank account details?

Yes, you can. Either log into your account and then change them yourself or call the customer care team on 03333 70 9900

When will I be billed?

All single site customers will be billed 30 days from the day they went live with us. This date will become your regular monthly bill date. Please submit a meter read on this date. If the read submitted falls outside of our expected usage threshold, we may ask you to submit a picture of the meter.

Multi-site customers will be billed as a group 30 days from their go live date, unless we’ve agreed an alternative date with you.

What is a credit note and when is one issued?

Our automatic meters create very accurate billing, so the need for credit notes to address an incorrect bill is rare.

  • We send credit notes when you’ve been under or overcharged for your energy.
  • The credit note corrects the value on the previous bill.
  • When we issue a credit note, we’ll credit the VAT originally charged (either in full or in part) and will adjust the amount of VAT declared to HMRC.

I've received a credit note. What should I do with it?

If you’ve already paid the original bill:

  • We’ll credit your account (if you’ve paid too much)
  • Your balance will be brought forward (if you haven’t paid enough). We’ll show this on your next bill.

What's the Climate Change Levy (CCL) and how does it affect my business?

The Climate Change Levy (CCL) is an environmental tax on your company’s electricity and gas use.

Businesses that pay the standard rate of VAT (20%) are also charged the CCL, although there are exceptions.

Businesses that meet the minimal use requirements and are charged the reduced rate of VAT (5%) don’t pay the CCL.

  • For electricity, this means using an average of less than 33 kWh per day (1,000 kWh per month)
  • For gas, this means using an average of less than 145 kWh per day (4,397 kWh per month)

How do I apply for a VAT reduction for my business energy bills?

Most businesses are charged VAT at 20% on business energy, but certain businesses pay the domestic rate of 5%. The Climate Change Levy will be removed from these businesses’ energy bills.

Businesses that meet the minimal use requirements use small amounts of energy:

  • For electricity, an average of less than 33 kWh per day (1,000 kWh per month)
  • For gas, an average of less than 145 kWh per day (4,397 kWh per month)

 

If your business is eligible for the reduced VAT rate please download and complete this formOpens in new window and then email or post it to us to receive the reduction.

If your business has more than one qualifying premises, you’ll need to fill out a separate certificate for each of them.

 

If a business pays reduced VAT on business energy, does it pay the CCL?

A: Where the reduced rate of VAT is charged, a business won’t have to pay the Climate Change Levy (CCL).

 

Will one VAT certificate cover both my gas and electricity?

A: Yes, if we are the current energy supplier for both fuel types.

 

Where can I get more information on VAT on business energy?

A: If you have further questions, you can contact HMRC VAT general enquiries on 03333 70 9900. There’s also a wealth of information on the HMRC website Opens in a new window, including the full version of VAT Notice 701/19: fuel and power

How do you calculate my fixed Direct Debit amount?

We assess your energy usage over the course of a year to calculate your fixed Direct Debit amount.

Usually the automatic meters give us accurate and reliable information. But If for any reason we can’t get hold of up-to-date meter readings, then we base the amount on an estimate of how much energy you’ll use.

If you’re overpaying or underpaying for your energy, we’ll recommend a change to your fixed Direct Debit payment.

You’ll always be notified before any change in your Direct Debit. That’s part of the Direct Debit Guarantee .

How's my bill calculated?

Your gas or electricity bill is made up of two elements:

  • The standing charge – the fixed daily amount that covers the costs of transporting energy to your premises and maintaining your meter. It varies depending on where your business is based. The standing charge is set amount and is not affected by how much energy you use.
  • The unit rate – the price you pay for the gas or electricity you use, usually measured in pence per kilowatt-hour (kWh). Depending on your meter, you might have different unit rates for electricity, such as day and night rates. One kWh is roughly what you need to use a desktop computer for four hours.

Your electricity meter will record your use in kilowatt-hours (kWh).

Your gas meter will record your use in cubic metres or cubic feet. This is then converted into kWh.

What's my Meter Point Administration Number or MPAN and where can I find it?

  •  A Meter Point Administration Number (MPAN) is used to identify individual electricity supply points. It’s usually a 21-digit number with the letter ‘S’ at the beginning and is displayed in a grid on your bill.
  • We normally need the last 12 digits when you contact us about your account

What's my meter serial number and where can I find it?

  •  Your meter serial numbers identify your meter so we can charge you correctly for your energy use.
  •  A meter serial number is also known as the meter ID or ‘MSN’.
  •  Your meter serial number appears on your bill. You can also find it on the meter near the barcode. It’s a mix of both letters and numbers.
  • If the meter serial number doesn’t match that on your bill please contact us.

Am I being billed correctly?

Our automatic meters will usually give you an accurate bill.Check:

  • Whether your bill is estimated. Your bill will say if it’s based on an estimated reading
  • The dates on the bill, especially if there’s been a recent change of tenancy
  • That the meter serial number Opens in a new windowon the meter matches the one on the bill

If anything is incorrect, get in touch. We’ll either adjust and resend your current bill or make sure the correct meter reading is taken into account on your next bill.

If your bill was based on an actual meter reading, check that the reading used in the bill matches the reading you sent us.

I need a copy of a bill or statement

Please log into your online customer portal – you can access all your account details there, including bills and statements.

How can I submit a meter reading?

We will install an AMR (automatic meter read) meter for both your electric and gas supplies, so you won’t often need to provide a reading. However, it’s important to supply one at the beginning of a contract and when you are planning to make any changes to your arrangements with us. There are 3 ways you can provide us with a reading:

  1. On-line portal – www.pozitive.energy
  2. Email – customercare@pozitive.energy
  3. Phone – 03333 70 9900

What type of meter will you be installing?

We will install an AMR (automatic meter read) meter for both your electric and gas supplies. One of the team will be in contact to arrange a convenient install date and time.

What are the benefits to such a meter?

  • Regular, accurate meter reads which will eliminate estimated bills.
  • Minimises the need for onsite meter reading.
  • Helps reduce energy consumption and emissions.

What are the cost associated with the installation?

  • We offer all our customers a free upgrade, there are no additional or hidden costs for this*.

    *Based on meter installations being performed during normal business hours, Monday to Friday and that the meter is in a suitable location to receive a wireless signal.

What do I need to do before I move out?

If you are a Pozitive Energy customer and you’re moving out of your business premises, please do let us know as soon as possible. This is important – if we’re not aware that you’re moving, you will still be considered as legally responsible for the supply of energy as well any associated costs.

On the day you do move out of the premises, please call us on 03333 70 9900 and supply Pozitive Energy with your closing meter read. We’ll generate your final bill for you and send it to your new address.

How do I pay my final bill?

The easiest way to pay your final bill is by calling us. We’ll calculate your final bill and you can pay the amount with a credit or debit card.

Why have you billed me from a different date to when I moved in/moved out?

We’ll bill you for the period when you’re legally responsible for the energy supply at the premises, which may not be the same as the date when you actually moved in or out.

In some cases the previous occupier, or the occupier’s representative, may have provided incomplete information, or it is different to the details you’ve provided.

To help us bill you accurately and resolve any conflicts of information, we may ask for a photograph of your meter read or proof of tenancy e.g. a lease agreement, or a solicitor’s letter.

Why do you need my meter readings?

We use your meter readings to calculate your bill. It means we can charge you for the energy you’ve used, rather than estimate your costs. It also means we can refund any credit balances we may owe you. You should provide us with a meter reading as soon as you stop, or start, being legally responsible for the energy supply at your premises.

I've just moved business premises. What do I need to do?

Take a meter reading and then contact us.

When you move into new premises, the existing energy supplier to the property will put you on a ‘deemed rate’, unless you’ve agreed a new contract.

Deemed rates are generally higher than Fixed Price Energy Plans where your rates are fixed over a certain amount of time- normally 1, 2 or 3 years.

Deemed rates are also known as a deemed contract or default rates.

How long does it take for my move to be processed?

It takes us around 10 working days to change your billing and supply details to your new address.

If you’ve been waiting for over 10 working days, please give us a call.

I've recently moved in and I'm getting bills for the previous tenant/owner. What should I do?

Please call us with a meter reading and tell us the date you moved.

It’ll take around 10 days for us to transfer your billing and supply to the account in your business name.

Why am I still being billed for premises I’ve left?

This will be because your account is still open at those premises.

We can only close the account after you’ve told us you’re no longer legally responsible for the premises, and when you’ve paid the final bill or received any credits to your account.

Please call us with a meter reading and tell us the date you moved.

What is the customer portal?

The portal is called Enalytics and enables customers to:

  •  View account details
  •  View bills
  •  Submit meter readings
  •  Make payments
  •  Raise queries
  •  Monitor consumption
  •  Measure consumption
  •  Reduce energy usage

How do I access the portal?

Once you have signed a contract with us and you are a few days away from going live, you’ll receive a welcome pack in the post and by email.  Within the pack are your login details for the portal, which you access via our website – click ‘Log In’.. When you first login we always suggest you change your password. If you have mislaid your login details, please email our customer care team on: customercare@pozitive.energy or call us on: 03333 70 9900

I can’t log into the portal

Please press Forgot Password on the login page and follow the on-screen instructions.

Electricity

If you have experienced a power cut please dial 105 and this will put you through to your local Distribution Network Operator (DNO) It is the DNO’s responsibility to ensure that your premises is receiving power.

Gas

If you can small gas or need to report an incident where you think gas may have been involved, call the National Gas Emergency Help Line immediately on: 0800 111 999. If you are at home and can smell gas, please open all doors and windows and do not use any kind of electrical device including light switches.

Step 1

Please call our Customer Care Team on 03333 70 9900 or send an email to customercare@pozitive.energy. Our Customer Care Team are trained to assist on all kinds of energy queries.

Step 2

If for any reason you feel dissatisfied with how our Customer Care Team have dealt with your query, you can raise your issue to our Complaints Team.

Please be aware that our Complaints Team can only assist with matters that our Customer Care Team have dealt with first. You can contact our Complaints Team by emailing complaints@pozitive.energy.

Step 3

If you feel that our Customer Care and Complaints Teams have not fully resolved the issue you have brought to our attention, you can forward on your query to the Compliance Management Team. You can do this by sending your email to compliancemanagement@pozitive.energy. Please note that the Compliance Management Team can only assist with issues that have been reported following steps 1 and 2.

Step 4

If you have followed Steps 1 through to 3, a full eight weeks have passed since you first brought your issue to the attention of Pozitive Energy and you still feel that your issue has not been handled to your satisfaction, you are within your rights to contact the Ombudsman for their impartial view. Their contact details and how they assist customers and energy suppliers to resolve issues, can be found at https://www.ombudsman-services.org/energy.html Opens in a new window.

Why should I be more energy efficient?

For two very big reasons! Increasing your energy efficiency will reduce your costs which may increase your profitability. And even more important for all our futures, energy efficiency will help the environment.

How can I manage being more energy efficient?

It’s very hard to reduce what you can’t measure. Pozitive Energy offers several solutions for helping monitor energy consumption. From Automated Meter Readers (AMR’s) and Smart Meters, to our Customer Portal powered by Enalytics. And the best bit? *Pozitive Energy can provide these solutions without additional cost to our customers.

*Based on meter installations being performed during normal business hours, Monday to Friday and that the meter is in a suitable location to receive a wireless signal. Enalytics is provided to all current Pozitive Energy customers without charge.

How can I be more energy efficient?

The options available to be more energy efficient are enormous. Some very low-cost suggestions would be changing lightbulbs to more energy efficient ones whilst only light areas you are working, don’t leave equipment which isn’t in use on standby, don’t leave items charging once they are fully charged, and when you use heating, turn it down by just one degree.

There are several third-party companies and organisations who specialise in providing energy efficiency advice. For more information, please visit one or more of the following: www.energysavingtrust.org.uk Opens in a new windowwww.estaenergy.org.uk Opens in a new windowwww.carbontrust.com Opens in a new window.

Standing Charge

This is charged in pence per day, which covers costs such as meter maintenance and reading, connection to the relevant energy network and emergency services.

All Days

This indicates the charges for each kWh of energy you consume regardless of the time of the day. This is charged in pence per kWh (kilowatt hour).

Day

This indicates the charges for each kWh of energy you consume during the day. Please refer to your energy invoice to view the hours that this rate applies to. This is charged in pence per kWh (kilowatt hour).

Night

This indicates the charges for each kWh of energy you consume during the night. Please refer to your energy invoice to view the hours that this rate applies to. This is charged in pence per kWh (kilowatt hour).

EWE

This indicates the charges for each kWh of energy you consume during the evening and weekend. Please refer to your energy invoice to view the hours that this rate applies to. This is charged in pence per kWh (kilowatt hour).

Off Peak

This indicates the charges for each kWh of energy you consume during off peak periods. Please refer to your energy invoice to view the hours that this rate applies to. This is charged in pence per kWh (kilowatt hour).

Agreed Capacity Charge

This is a passthrough charge which is agreed between you, the customer, and the Distribution Network Operator (DNO). Pozitive Energy pass on this charge within our invoices through to the DNO. The Agreed Capacity is an amount of energy that is reserved for the meter to be used at any time when required. The Agreed Capacity Charge is charged in pence per kVA, per day (kilovolt ampere).

Excess Capacity Charge

This is a passthrough charge which is set by the Distribution Network Operator (DNO) which is for instances when the Agreed Capacity has been exceeded. Pozitive Energy pass on this charge, if incurred, through to the DNO. Excess Capacity Charges, if incurred, is charged in pence per kVA, per day (kilovolt ampere).

Reactive Charge

This is a passthrough charge calculated by the Distribution Network Operator (DNO). Pozitive Energy pass on this charge, if applicable, through to the DNO. Reactive power is the energy that is used to power up certain industrial and commercial equipment before working power is used to operate the machinery, such as equipment that generates a magnetic field before full operation. Reactive Charge, if applicable, is charged in pence per kVArh (kilovolt ampere reactive hours).

Paper Bill Charge

This is the cost associated with the production and postage of paper invoices. This is charged per invoice, per fuel.

Administration Fees

This is the cost associated with duties which are in addition to normal costs for the management of an energy account. For example, costs associated with reclaiming outstanding balances and debts. This is charged per administrative duty.

Debt Collection Charges

This is the cost associated exclusively for recovering debt. This is charged on a case by case basis considering many factors including, but not exclusively, the amount of the debt and the level of consumption.

Renewal Discount

This is for customers who have taken advantage of the Pozitive Energy Loyalty Bonus when renewing their contract with Pozitive Energy. This is credited in pence per day.

Interest Charge

This is the amount of interest applied to an outstanding debt. This is calculated at 8% above the Bank of England base rate level of interest, as per the Late Payment of Commercial Debts (Interest) Act 1988 as amended.

Climate Change Levy

The Climate Change Levy (CCL) is an environmental tax on commercial electricity and gas use. Businesses that pay the standard rate of 20% VAT are also charged CCL, although there are exceptions. For more information regarding CCL exemptions, please visit: https://www.gov.uk/guidance/exemptions-from-climate-change-levy Opens in a new window.

VAT

Value Added Tax is applicable to energy purchases. Most businesses are charged a standard rate of 20% on business energy, but certain businesses pay the domestic rate of 5%. For a more detailed explanation on why there are differing rates of VAT, as well as potential exemptions from paying any VAT, please visit the “How do I apply for a VAT reduction for my business energy bills?” on the Pozitive Energy website at https://pozitive.energy/knowledge-centre/topics/bills-and-payments.