Pozitive Water Regulated Business Water That Works for You
We help UK businesses take control of their water and wastewater services. Trusted by 5,000+ customers and managing 14,000+ supply points.
Regulated by Ofwat. High-performing retailer by MOSL.
WHY SWITCH
To Pozitive Water?
Regulated by Ofwat for fairness and transparency
Rated a 'Top-Performing Retailer' by CCW
Trusted by over 5,000 UK businesses
Simple, transparent pricing - no hidden margins
Water industry experts are on hand to support you whenever you need
PRICING & TRANSPARENCY
See Exactly What You’re Paying For
We believe in clarity. That’s why our charges are broken down by wholesale costs, retail costs, and any pass-through charges - nothing hidden.
CUSTOMER SUPPORT
We’re Here to Help
Need support? Whether it's a billing question, a supply issue or you’re just unsure where to start - we’re just a call or email away.
📞 0800 842 1342
📩 water.customercare@pe.solutions
EMERGENCIES
Water Emergency?
No supply? Suspected leak? Call your wholesaler.
If you have a question between the hours of 9am - 5pm please contact us directly.
We’ll coordinate directly with your wholesaler to get you sorted.
TERMS & REGULATORY INFO
Know Your Rights as a Business Water Customer
We're a licensed non-household water and wastewater retailer regulated by Ofwat. That means we follow clear rules to protect your business and ensure you receive fair, transparent service.
We’re fully regulated by Ofwat and committed to transparency. Here's where you can find our policies:
Standard Terms and Conditions
These cover your legal agreement with us, including billing, usage, metering, disconnection, and dispute resolution.
Trade Effluent Consents – How We Can Help Your Business
If your business discharges anything other than typical domestic wastewater into the sewer system – such as industrial waste, chemicals, food processing by-products, or other trade effluent – you may need a Trade Effluent Consent from your local sewerage wholesaler.
Obtaining and managing this consent ensures your business complies with environmental regulations and helps protect the sewer network.
How Pozitive Water Supports You:
- Guidance & Advice: Our water industry experts explain the trade effluent consent process in plain English, helping you understand your obligations.
- Application Support: We assist in preparing and submitting your application to the relevant sewerage company, making the process smoother and faster.
- Ongoing Compliance TERMS & REGULATORY INFO: We help you stay up to date with consent conditions, monitoring requirements, and any changes to regulations.
- Problem Solving: If you have issues related to trade effluent discharge, we work with your sewerage company to find practical solutions.
Why It Matters:
Proper trade effluent management protects your business from fines and environmental damage, and ensures the safety and reliability of the water network for all customers.
Want to Learn More?
Visit our dedicated Trade Effluent Guidance page or get in touch with our team for tailored support.
At Pozitive Water, we fully comply with Ofwat’s Customer Protection Code of Practice to ensure your rights as a business water customer are respected and upheld.
This means you can expect:
- Fair and transparent billing with clear information
- Responsive and accessible customer service whenever you need help
- Clear complaints procedures that are easy to follow
- Support if you experience financial difficulties or supply issues
- Protection from unfair treatment or disconnection
We take your rights seriously and follow all Ofwat guidelines to give you peace of mind.
- Outgoing Tenants: Please inform us of your move-out date so we can close your account properly.
- New Tenants: Contact us to set up your new account and ensure seamless service from day one.
- Landlords/Property Managers: Notify us when tenants change to help us manage accounts smoothly.
- Property address
- Moving out date (if you’re the outgoing tenant or landlord)
- Moving in date (if you’re the incoming tenant)
- Your contact details
- Final meter reading (if available)
Industries
WE SERVE
Wholesaler Tariff Charges
Wholesalers have announced forthcoming tariff changes for non-domestic premises for the period 01 April 2023 to 31st March 2024. For those businesses that are on our wholesale tracker plus product – water and wastewater prices from April 2023 will change accordingly.
Please see below – wholesale tariffs for each wholesaler.
WATER FAQS
Customer Portal & Invoice Queries
Yes. As part of our continued integration into PE, we’re excited to introduce our new customer focused system “Enfiniti”. Our customer portal is designed to give you visibility and control over your water account.
Launching on 9th June 2025, our new portal marks a major step forward in how you manage your services. You’ll benefit from a modern, user-friendly platform that puts the power in your hands, available anytime, from anywhere.
Here’s what to expect from 9th June:
- A new invoice layout for your water service
- Access to a modern, customer-focused portal offering insights, smarter tools, and an improved experience
- Ongoing enhancements to give you even greater control in future releases
We’re currently working on all necessary data migration and testing to ensure a smooth, secure experience. There’s nothing you need to do right now – we’ll send you a separate email with your portal link, username, and temporary password as soon as it’s ready.
Payment details are provided on your invoice. If you have any questions or need help, please contact our Customer Service team with your account number at water.customercare@pe.solutions or call us on 0800 849 1342. We’ll be happy to advise you on the available payment methods.
You can submit your meter readings by selecting “Meter Reading” and “Add Meter Reading” on the right-hand navigation. Select the date that you took the reading and enter your reading under the correct meter.
You can raise a query to have this corrected by selecting the ‘Ticketing System’ and clicking on the ‘Raise Query’ tab. This will be sent to our team and will be handled accordingly.
Your water meter can hold a different amount of digits to other meters. Some meter indexes can be 4, 5, 6 or even 7 digits long. When taking a reading, please read from the left to the right and ignore the red numbers, including any zeros at the beginning.
Market Terms
An SPID is a Supply Point Identifier to identify the water and/or sewerage supplies at the property. Your SPID can be located on your invoice. Your SPID number will generally consist of 10 digits followed by the letter ‘W’ for ‘Water’ or ‘S’ for ‘Sewerage’ and another two digits e.g., 3000000000W15.
A Gap Site is a premise which is receiving water or wastewater services, but to which there are no, or insufficient Supply Points registered within the Central Market Operating System (CMOS). This may be for one of the following reasons:
- Your premises was eligible at market opening but in error was not originally allocated to the market.
- Your premises has changed its use from household to non-household purposes.
- Your premises had historically not been charged.
- Your premises has a new business connection to the water and wastewater network.
Meter Reading
Yes. Please submit your own meter readings via email to water.customercare@pe.solutions, or through our customer portal.
We certainly can! Please send an email to water.customercare@pe.solutions including your address and your meter serial number and we’ll certainly be able to help you locate your meter. Please try to include as much information as you can about the site address to help us identify the correct meter.
Please only consider taking meter reads on your own if it does not cause any health and safety issues and only if it is completely safe to do so. If you cannot see the meter’s display, you can use your phone to assist you. Simply reach into the chamber lid and take a picture.
To take a reading, make a note of all the black numbers – including any zeros at the start. If you see red numbers don’t worry about them, we don’t need to know these. If you can see it on the meter, it’s helpful to note down the meter serial number too.
If you are unsure, please email a photo of your meter reads and serial number to water.customercare@pe.solutions. Remember to include the date the read was taken. You can clean your meter glass with a piece of cloth or sponge if it’s building up dust or fogging up.
Got a flooded chamber? Is the cover too heavy or damaged? Have you got a smashed dial or an unreadable meter due to condensation? Or is it just that you can’t read your meters in general? Send us an email on water.customercare@pe.solutions and a member of our team will help you!
We certainly can! Please send an email water.customercare@pe.solutions including your address and your meter serial number and we’ll certainly be able to help you locate your meter. Please try to include as much information as you can about the site address to help us identify the correct meter.
It is good practice to send in a meter read at least every month, but the more frequently you can read it the better. Regularly reading your meter allows you to keep an eye on your usage and help you spot any unusual changes, which are often the first sign of a leak.
The more regularly you submit reads, the more accurate your bills will be. However, depending on when you submit the read, it might not be processed in time to reflect in your immediate next bill. Please aim to submit your readings between 25th to 4th of the month.
Please get in contact with us and we will work out the best solution
Please contact us directly at water.customercare@pe.solutions or give us a call on 0800 849 1342 and we can supply you these details.
If you have accidentally added the incorrect read for the wrong meter, please contact us by phone on 0800 849 1342 and we can remove this.
Moving Premises
If you are moving, please let us know as soon as possible. You can either telephone our team on 0800 849 1342 or email us on: water.customercare@pe.solutions. You must provide at least two days’ notice prior to your moving date.
Switching
Our team are more than happy to provide you with a quote for your business premises. Please speak to our customer services team on 0800 849 1342 or via water.customercare@pe.solutions where we will be happy to confirm your premises details and process your quote request. Alternatively, please submit your details via our website. Once we have all the necessary details, we will begin our quoting process.
We will contact your existing supplier to switch your supply however your switch can be objected to, so it is always a good idea to let your supplier know you are switching away.
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