OPEN LETTER TO CNG CUSTOMERS
Dear CNG Customer,
11 November 2021
Welcome to Pozitive Energy!
As you may be aware CNG have ceased trading, and Ofgem have appointed Pozitive Energy as the new supplier for their customers.
We are sure some customers may be worried, but please rest assured your supply will not be interrupted during this switch. You can trade and use your supply as normal.
Any credit balance you had with your old energy supplier is safe and protected by regulations put in place by Ofgem. This will automatically move to your Pozitive Energy account once we’ve got you all set up.
What will I be paying?
When you switched you were put onto a Deemed Rate from 7 November 2021 to which the following terms and conditions apply http://pozitive.energy/terms-and-conditions.
|Standing Charge (p/day)||Unit Rate (p/kWh) Day, Night, Eve/We|
*including VAT, excluding CCL
We are pleased to offer you a 12-month fixed term contract to which the following terms and conditions apply http://pozitive.energy/terms-and-conditions.
|Standing Charge p/day||Unit Rate p/kWh|
*excluding VAT, CCL
|Standing Charge p/day)||Day
Unit Rate p/kWh
|Night Unit Rate p/kWh||Evening/ Weekend
Unit Rate p/kWh
*excluding VAT, CCL
*where applicable, Agreed Capacity Charges, Reactive Power Charges and Capacity Excess Charges will be pass through
To sign up, please get in touch with our Customer Care team on 0333 370 9900.
We have based these prices on your annual consumption information given to us by CNG.
These prices are only available for the next seven days from the date of this letter. After this date the prices will need to be refreshed.
To best support you during this time, we are happy to backdate all contracts signed based on the above pricing to 7 November 2021, when we became your supplier. This means by agreeing to the above you will not be on a Deemed Rate during this initial switchover period.
By agreeing to the above you will be placed into a fixed term contract. At the end of this contract, you must either renew or switch to another provider, otherwise you will be placed onto Standard Variable rates.
If you exit your contract early, an early termination fee will apply. You can find more information regarding this on our terms and conditions found here: http://pozitive.energy/terms-and-conditions
To switch supplier, you must provide a termination notice in line with our terms and conditions at least 30 days before your contract end date if you are a microbusiness customer. More information on termination can be found in our terms and conditions here: http://pozitive.energy/terms-and-conditions.
What if I don’t sign a contract with you?
If you chose not to enter a fixed term contract with Pozitive Energy, you will remain on a Deemed Contract. You will not need to provide termination notice or pay an early exit fee to leave.
Please note there will be a short period where another supplier will not be able to take your supply. Our advice is not to switch until your account has been fully set up. We will keep all customers updated on progress with setting up their accounts at: https://pozitive.energy/cng.
Within four weeks
We would expect to have most customers’ accounts transferred to us and at full operation.
We will also be in touch soon regarding your final bill from CNG, as well as to confirm Direct Debit information and any available credit balances.
We thank you for your patience in advance, and will be in touch as quickly as possible.
If you have any concerns or questions, feel free to get in touch with our Customer Care team at SoLR@pozitive.energy.
What you should do in the meantime
Please take a picture of your meter read as soon as physically possible. This won’t be necessary for all meter types, but it’s always safest to ensure you are being billed correctly. Don’t send it to us yet, we’ll be in touch when we need it.
You can find information on how to read your meter on the Citizens Advice website here: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-energy-meter/how-to-read-your-smart-electricity-meter/
How do I manage my account?
Pozitive Energy are happy to provide Enalytics to all our customers. Enalytics is our bespoke customer portal that allows you to manage your energy account with ease.
We have already set you up an account, and your log in information in on the way to you.
Once you log on please check all the details we have on file (these can be found under My Details on the left hand side) to ensure they are correct.
We invoice monthly and you will receive your first invoice from us in a month’s time.
Each month you will receive an email with a link to Enalytics where your invoice is downloadable as a PDF file. You can view your entire account statement and see with ease exactly what’s going on with your account.
As a green company we encourage all our customers to avoid paper bills where possible, but if you do need paper bills these will incur a £2 cost per invoice.
If you would like a tutorial on how to best use Enalytics, please feel free to get in touch with our Customer Care team on firstname.lastname@example.org.