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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.

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 form 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 , 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 Point Reference Number or MPRN and where can I find it?
  • The Meter Point Reference Number (MPRN) is used to identify individual gas supply points.
  • It's normally is made up of numbers and doesn't contain any letters. You'll find your MPRN on your business gas bill.
  • If you're having problems finding your MPAN or MPRN you can speak to your property manager or landlord, as well as your electricity distributor or gas distributor.
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.


  • 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 on 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.

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