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Existing
Customers

Electricity

Emergency Contact

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

Emergency Contact

If you can smell 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 electricityal device including light switches.

General Support

Making a request for consumption data access

If you’re supplied by Pozitive Energy

Log in to your customer portal at enfiniti.net using your username and password.
On the portal, raise a query asking us to give you access to your consumption data.
If it isn’t already, your portal will be configured to enable you to access your consumption data

Partner

1. Log in to your partner portal www.ensar.cimpaas.com using your username and password.

2. Raise a query asking us to grant you access to a customer’s consumption data, and confirm the following details in respect of the customer whose consumption data you wish to access:

Business name
Business address
Confirmation that you have relevant authorisations from the customer to access their consumption data

3. We’ll review your request and verify if you have been authorised by the customer.

4. Your request will be either allowed or denied, and we will confirm the outcome in writing.

5. If you request is allowed, your portal will be configured to enable you to access the customer’s consumption data.

Third party

Complete the Consumption Data Access Request form click here and submit it.
We will need your details and well as the details of the customer whose consumption data you wish to access.
We’ll review your request and verify if you have been authorised by the customer.
Your request will be either allowed or denied, and we will confirm the outcome in writing.
If you request is allowed, we will give you access to our Enalytics portal to access the customer’s consumption data. Log in details will be confirmed to you in writing.

Our timeframe for processing consumption data access requests

We will process all consumption data access requests within 10 working days.
If your access is allowed, consumption data will be made available within this timeframe.
If your access is denied, we’ll explain why your access has been denied and the steps that can be taken to allow such access.

If you can’t pay your bill, call us on 0333 370 9900 and we can try and help by setting up a payment plan. We’re open Monday to Friday 9am till 5:00pm. If we don’t hear from you or receive a payment, we’ll try to contact you and send you a reminder. After this, if we still don’t hear from you, we’ll try to contact you again. Please note that unless we hear from you, you’ll start accruing payment and interest changes. In some cases, we might try to visit your premises to assess your circumstances, and we’ll add the cost of this visit to your account. As a last resort when we have exhausted all other options, we may disconnect your supply. In some cases, we may attempt to do this remotely, or take a case to court to obtain a warrant to enter your premises to disconnect supply. Any costs will be added to your account. We’ll never knowingly disconnect a supply to a vulnerable person. Please contact us as soon as possible so that we can help you. We can look at the wide range of different payment options available to you. It’s important that we understand your individual circumstances so that we can agree the most suitable payment terms. We’ll look to spread any debt repayments over a period of time that suits your individual circumstances. If you need independent advice, these are organisations you can contact: Citizens Advice (England & Wales) – provide information on what to do if a domestic or microbusiness customer based in England or Wales cannot afford its energy bills. Freephone 0808 223 1133 or use their online webchat from 9am-5pm. For textphone, dial 18001 followed by the helpline number. To contact a Welsh-speaking adviser freephone 0808 223 1144. For more information visit Debt and money – Citizens Advice Advice Direct Scotland (Scotland) – for domestic and microbusiness customers based in Scotland struggling to pay, Scotland’s national energy advice service run by Advice Direct Scotland, can provide free, practical advice and information on energy-related matters to the citizens Scotland www.energyadvice.scot. Freephone 0808 196 8660 or use their online webchat Monday to Friday, 9am-5pm. Moneyhelper – provide debt advice to domestic customer. For more information, please see Use our debt advice locator (moneyhelper.org.uk). Business Debtline – a charity giving free and independent business debt advice over the phone and online https://www.businessdebtline.org/. Call on 0800 197 6026 or webchat with an adviser. Monday to Friday: 9am – 8pm, webchat closes at 6:30pm. Energy Saving Trust – provide advice on reducing bills through energy efficiency. For more information on tools and products https://energysavingtrust.org.uk/business/energy-efficiency/. Further energy efficiency advice can be found at https://www.simpleenergyadvice.org.uk/.

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