Contact Us

NEW CUSTOMERS

If you are a new customer and would like to find out more information about our business product solutions, you can give us a call on 03333 70 9900 , or fill out our contact form and someone will give you a call back on a time that is convenient for you.

New
Customers

Existing
Customers

General Support

PE is a technology first business utilities company with digital innovation at its core. With a unique business model and approach, it is the largest independent energy supplier in the UK, helping hundreds of thousands of UK businesses manage their energy, telecoms, water, payments, EV charging and even carbon offsetting from one single login; whilst driving profitability and sustainability. Its sophisticated, in-house monitoring software and online portal enables it to offer bespoke, low- cost tariffs based exclusively on customers’ individual circumstances and precise utility requirements, while providing complete transparency and real-time data to enable businesses to make informed decisions about their energy usage. This end-to-end cloud-based platform can co-exist or integrate directly with legacy systems, meaning that the transition for brokers and customers will be completely seamless.

Absolutely! We’re delighted to offer you a bundle of benefits when you choose to consolidate your energy needs with us. Businesses can enjoy exclusive discounts, streamlined bill management, real-time consumption insights, personalised efficiency recommendations and smart insights, all in one easy-access portal.

You are able to view your Energy consumption data and bill at any time using enfiniti, our custom portal.

You are able to view your EVC consumption data and bill at any time using enfiniti, our custom portal.

You are able to view your Telecoms consumption data and bill at any time using enfiniti, our custom portal.

You can view your energy bills at any time online by logging into our digital PE portal. If you prefer, you can also request to have your bills sent to you by email or post.

The most common payment options are direct debit, online payments, and card payments. You can also pay your bills by phone or by cheque.

Yes, you can set up a direct debit payment for your energy bills. Many businesses find this to be a more efficient way to automatically collect your payments on a monthly basis.

If you miss a payment, your supplier will send you a reminder. Unfortunately, if you continue to miss payments, your supplier may eventually disconnect your supply, though our 24/7 Support network is here to help with any payment issues you may have.

At PE, we care about the environment and strive to provide competitive carbon-neutral gas and renewable energy. However, there are also a number of things you can do to reduce your energy consumption, such as switching off lights when you leave a room, using energy-efficient appliances, and insulating your business premises. Our 24/7 Support team is always on hand to assist you in offering further advice and information.

Smart meters can help you track your energy usage in real time and identify areas where you can save energy. We’ll install a FREE Automated Meter Reading device within 6 weeks of installation, so there’s no need for you to give us readings. Unlike other suppliers, we don’t increase standing charges to fund metering.

You can update your account details at any time by logging into your online Portal or by contacting your supplier by phone or email.

With our 24/7 Support Team, you can contact us day or night.
Have a query? Contact Support here.

If you are an existing PE customer, there are a number of ways you are able to manage your account through our live portal. Whether you would like to change your contact details, view your latest bills or make a change to your account, you can do this easily with enfiniti. As a technology-first business, we have developed our bespoke portal to allow businesses a personalised live view, accessible from anywhere at any time.

Simply log in to your enfiniti portal, head to your account and request to change your personal details – No need to call us, the changes will be made instantly.

Access your personalised business portal at any time, with a live feed on your energy consumption, data usage and analytics. With enfiniti, you have full visibility on what you’re using, when you’re using it, for both small businesses and multi-sites.

Viewing your bills has never been easier thanks to enfiniti. Simply log into your account to see your bills on a weekly or monthly basis. No more waiting for the end of the month to optimise your usage and gain visibility. We believe in live data, accessible for businesses anywhere, at any time.

We have designed our multi-site business intelligence to allow complete visibility for all of your sites, from a single platform. We help multi-site businesses concentrate on what they do best – growing their business – by allowing them to compare consumption across sites, access real-time data, and see bill estimates.

Utilities

Billing & Payments

You can view your energy bills at any time online by logging into our digital PE portal. If you prefer, you can also request to have your bills sent to you by email or post.

The most common payment options are direct debit, online payments, and card payments. You can also pay your bills by phone or by cheque.

Yes, you can set up a direct debit payment for your energy bills. Many businesses find this to be a more efficient way to automatically collect your payments on a monthly basis.

If you miss a payment, your supplier will send you a reminder. Unfortunately, if you continue to miss payments, your supplier may eventually disconnect your supply, though our 24/7 Support network is here to help with any payment issues you may have.

Energy Usage & Efficiency

At PE, we care about the environment and strive to provide competitive carbon-neutral gas and renewable energy. However, there are also a number of things you can do to reduce your energy consumption, such as switching off lights when you leave a room, using energy-efficient appliances, and insulating your business premises. Our 24/7 Support team is always on hand to assist you in offering further advice and information.

Smart meters help you track your energy usage in real time and identify areas where you can save energy and money. And because they are automated, smart meters will send us your energy readings, so you no longer need to.

As part of our Smart Meter Roll Out Programme, we aim to identify and install a smart meter for all eligible customers, completely free of charge.

For businesses that don’t qualify for a smart meter but still want one, our metering team will review your account and discuss the metering options available to you to establish what is best for your business.

Account Management

You can update your account details at any time by logging into your online Portal or by contacting your supplier by phone or email.

With our 24/7 Support Team, you can contact us day or night.
Have a query? Contact Support here.

You can report an emergency, disruption to your water supply, water quality and/or wastewater service Monday – Friday, between 9am-5pm, to PE Water by calling 0800 849 1342.

Outside of PE’s office hours, in an emergency or if you experience unplanned changes or disruption to your water supply, water quality and/or wastewater service, please call your wholesaler directly. The emergency numbers are listed here

Billing & Payments

We invoice our customers on a monthly basis, however, if you have any questions or concerns, we are more than happy to discuss this with you.

VAT is normally only payable on your water bill if your business is involved in one of the following industries and is only applicable to the clean water element of your invoice:
  • Chemicals
  • Construction
  • Engineering
  • Manufacturing
  • Mining
  • Textiles
  • Utilities
As ever, if you have any questions, please email customercare@pe.solutions where we are certainly more than happy to help.

Please contact us directly at 0800 849 1342 or on customercare@pe.solutions and we can talk through any queries and get them resolved for you.

 A consolidated account is where you have multiple sites, each with its own contract number, signed up with PE, and rather than receiving an invoice for each of these contracts individually, we produce one, consolidated invoice document for you. Within this invoice there is a breakdown of charges for each site that is registered with us, and a further breakdown for the charges attached to each SPID that we are billing you for. Invoicing you this way lets you have one handy, clear document to refer to when validating your charges and paying your bills.

Please contact us directly at by phone on 0800 849 1342 or on customercare@pe.solutions and we can arrange for a statement of account to be generated for you.

Customer Service

Our team is more than happy to discuss any questions or queries you may have. If you do have a question about your account, please get in touch as soon as possible so that we can help. Our customer service team are available from Monday to Friday, 9.30am to 3pm on 0800 849 1342 or via email on customercare@pe.solutions. If you would like to post any questions our address is One Canada Square Canary Wharf, Floor 10 (North West), London, England, E14 5AB.

Customer Portal & Invoice Queries

Yes, we do! You will be able to download and print copies of all the invoices you have received from us. If you would like access to our customer portal, please get in contact with our customer services team.

You will be able to download and print copies of all the invoices you have received from us through our customer portal. Go to the bills section and you will see a list of invoices which can be downloaded.

If you would like access or additional access to our customer portal, please get in contact with our customer service team. Please note that only an authorised person can request access for new users.

If your account is billed as a consolidated account, this means that although all of your individual contracts are available to view in your customer portal, your invoices will only appear in one contract. The invoices found in that contract contain charges for all of your contracts and sites. The reason that all of your contracts are available to view individually is so that when you submit a meter reading, you can choose which contract or site that reading relates to.

The invoices which are in red are invoices which currently have an outstanding balance which requires clearing. Green invoices are those that have been paid and no further action is required.

It can take three working days for payments to be updated. If you are concerned, please get in contact with our customer service team.

 All invoices will be under the bills on the left-hand panel. If you are unable to locate the invoice you require on the bills tab, please email customercare@pe.solutions or call us on 0800 849 1342.

If you would like access or additional access to our customer portal, please get in contact with our customer service team. Please note that only an authorised person can request access for new users.

Unfortunately, you are unable to make a payment via our portal. Please contact customer services with your account number at customercare@pe.solutions or call us on 0800 849 1342 who will advise you on the current methods of payments available.

 You can submit your meter readings by selecting “submit readings” on the left-hand navigation. Select the date that you took the reading and enter your read under the correct meter.

Unfortunately, you are unable to change the read on the portal. To change the read please either email customercare@pe.solutions or call us on 0800 849 1342, quoting your account number and meter number.

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.

Emergencies

You can report an emergency, a disruption to your water supply, water quality, and/or wastewater service to us during our office hours by calling us on 0800 849 1342 Monday to Friday, 9.30am-3pm. Outside our normal office hours, in an emergency or if you experience unplanned changes or disruption to your water supply, water quality and/or wastewater service, please call your Wholesaler directly on the appropriate emergency number listed.
If you are a sensitive customer, you need to contact your wholesaler directly as you are a priority to get your issue fixed. If you are not a sensitive customer, please contact us at 0800 849 1342 or on customercare@pe.solutions and we will try and get this resolved as quickly as possible for you.

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 customercare@pe.solutions, or through our customer portal.

We certainly can! Please send an email to 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 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 customercare@pe.solutions and a member of our team will help you!

We certainly can! Please send an email 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 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: 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 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.

Trade Effluent

Do I need a Trade Effluent Consent?

If your business falls into one of the above categories or the premise may need to discharge trade effluent due to building works or change of processes, you will need the prior written consent of your wholesaler. We’re here to help – our team is on hand to submit any trade effluent consent forms for you. Please contact our customer services team today via email: customercare@pe.solutions

Telecoms

We are part of the PE family

We have exclusive offers for PE customers; you can see all your bills and usage through the PE app and you’ll always be able to speak to one of our agents if you need help

We run on EE, the UKs largest 5G network

Yes; please visit the EE Coverage & Network Status Checker | Check your signal to see what the coverage is like in your area.

We support voice calling over Wi-Fi, so if you have Wi-Fi you can make crystal clear calls regardless of the network coverage.

We offer a wide range of mobile devices from leading brands, including Apple, Samsung, and Google. We can also help you choose the right device for your unique business needs.

No; all of our devices are unlocked.

Yes; we can supply you with either a physical SIM or an E-Sim

All of our bundles include unlimited voice calls to UK landline & mobile numbers along with unlimited texts to UK mobiles. We then have a range of data bundles available to suit your needs from 10GB per month to 100GB.

Yes; when you are in the EU you can use your phone as if you are in the UK without paying any extra fees. If you are outside the UK then roaming charges will apply. Please visit Terms & Conditions | Pozitive Telecom to see what the cost will be for the country you are visiting

Of course. You will need to get a PAC code from your current provider. This can easily be done by texting the word PAC to 65075. When you have your PAC code either go to our portal or give us a call on 0333 370 9900 and we can transfer your number over.

Log into the portal using the details provided in your Welcome email and select “My SIMs” from the left hand menu then select the number you want to activate and click “Activate SIM.”

Yes; each year on April 1st we will increase prices by CPI (Consumer Price Index) plus 3.9%. You will be notified in advance of what this will mean for your monthly payments, though it is always our focus to keep costs as low as possible.

Our physical SIM cards cater for all sizes, but most devices now take the nano (smallest) SIM which you will be able to pop out from the SIM card we send you.

No; when you call us you will be able to speak directly to one of our Telecom specialists who will be able to help you.

In addition to fantastic offers on devices, we have great value SIM only plans. These allow you to keep using your existing phone and only pay for the voice, texts & data you need.

We are committed to offering the very best in customer service. However, we know that things do sometimes go wrong and we are committed to resolving any complaints in a timely manner.

Pozitive Telecom will endeavour to resolve any complaint to your satisfaction. Where this is not possible you have the option of referring your complaint to an alternative dispute resolution service. We are members of the Ombudsman Service. In the event you wish to take your complaint further the details of this service can be found at the end of this document.

Step 1

If your complaint is related to a service you received from Pozitive Telecom, please call our Customer Care Team on 0333 370 9900 or

  • send an email to telecomhelp@pe.solutions, please include all the information specified above.
  • Write to us at the following address: Floor 10 (North West), One Canada Square, Canary Wharf, London, E14 5AB

When sending an email or writing to us please include the following information as this will enable us to handle your complaint more efficiently:

  • Your name and any relevant account details;
  • The date the problem occurred and details of the problem;
  • Your telephone number;

Our team will discuss with you your complaint and try to resolve your complaint with you as quickly as possible. This will normally be carried out over the phone; however, if a call is not suitable, please advise how we best get in touch with you.

If it is not possible to resolve your complaint in the immediate term, we will advise of the steps which will be taken and the timescales. Where a complaint needs further information and cannot be resolved immediately, we aim to update you in 10 days; however, this may not always be possible depending on the nature of the complaint.

Step 2

If you are not satisfied with the way your complaint is being handled or the response we have provided, you can ask for your complaint to be escalated by being passed to our Complaints Team who will undertake an independent internal review.

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@pe.solutions.

Once we have proposed a resolution for the complaint, we require you to confirm you are happy with the outcome within 28 days. After this time the complaint will be deemed closed.

If you are unhappy with our conclusion of your complaint after it has been through the process under step 2, you may refer the issue to the Ombudsman Service for free, details can be found below.

Your right to have the matter referred to ADR

If you have not received a satisfactory response from us and we have reached ‘deadlock’ or eight weeks have passed since you first registered your complaint, it can be referred to Ombudsman Services (https://www.ombudsman-services.org/sectors/communications) for their impartial review. This service is free of charge to you. Any decision they make will be binding on us, but not on you, so you can seek further advice if you wish to.

To take your complaint to the Ombudsman Service, we will send you an Alternative Dispute Resolution (ADR) letter, which you will need to share with them. We are required to send an ADR letter to you:

  • where your complaint has been through every stage of our internal complaints process and we have informed you of the outcome of that investigation, you have confirmed that you do not consider the proposed outcome to be satisfactory and we have confirmed that we do not intend to take any further action with regard to the dispute; or
  • automatically, if after 8 (eight) weeks of lodging your complaint and us confirming receipt, it remains unresolved.

Contact details for the Ombudsman Service are as follows:

Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU

Phone: 0330 440 1614

Email: enquiry@ombudsman-services.org

Independent support

Independent advice is available to domestic and microbusiness customers at any stage from Citizens Advice. You may wish to contact Citizens Advice if you need help in relation to your rights concerning a communications service – for example, if you’re struggling to pay for the communications services you use.

Go to https://www.citizensadvice.org.uk/consumer/ scroll down to the Phone, TV or internet section.

You can contact an adviser through the national phone service:

Adviceline free (England): 0800 144 8848

Advicelink free (Wales): 0800 702 2020

Advice Helpline free (Scotland): 0800 028 1456

Relay UK – this service maybe easier if you trouble using the phone or can’t hear or speak easily, you can type what you want to say:

18001 then the Adviceline or Advicelink number. You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.

Adviceline is available 9am to 5pm, Monday to Friday. It’s usually busiest at the beginning and end of the day. It’s not available on public holidays.

Business Solutions

We know for businesses, time is money. That’s why our installation process is speedy. Once you’ve signed your agreement, we’ll start working with you to book a survey and create an installation plan. Within weeks, we’ll have you up and charging. If you are already a PE customer, no survey will be required and we can work to book your install with the site data we already hold.

With PE, you don’t have to worry about troubleshooting your charger. We take care of all maintenance, and our 24/7 technical support team is always on hand to help resolve any technical issues quickly.

It is paramount that all sites are futureproofed for the Government Net Zero plans. This means that in the coming years, we’ll see a full phase out of newly registered petrol and diesel cars and a wider rollout of EVs, which need infrastructure in place to run them. PE is here to help you take the initiative in leading the change, so get in touch for more information about how you can better promote your EV charger(s).

Yes. You have the option to add your charging location to our liveEV charger map
online and ensure that your sockets are also included on the most well-used live EV
charging maps apps. That way, EV-drivers will be able to find you easily.

Many businesses find the ROI model of our EVC’s effective. If your customers charge for just 3 hours a day, our calculations suggest that on average, a double charger our duo double socket charger could reduce your energy bill by approximately £100.00 every month.

Yes! At PE, we offer a range of low-cost, high-quality services to a range of businesses and organisations. We’ll work with you to identify which areas of your business might be able to benefit from unlocking further efficiencies and cost savings using our portfolio of services.

A Charge Point Operator (CPO) is a company or entity responsible for owning, operating, and maintaining electricity vehicle charging stations. PE is both an Energy Provider and a CPO.

The CPO’s role involves installing, managing, and maintaining charging infrastructure, handling user payments, and providing a reliable and accessible charging network. Unlike all other CPO’s, PE provide all of the above, supplying the power to our customers as well.

A CPO typically generates revenue by charging EV users for the electricity consumed during their charging sessions. This can be through various pricing models such as per kWh, per minute, or subscription- based plans. Our sales model is completely unique in this space as it allows our business customers to reduce their energy bills or generate revenue when their customers charge EV’s.

All of our customers are required to go through a prequalification process. Once you have signed a contract, we will send out an engineer to conduct a site survey to confirm eligibility. If the site is suitable, then we move into the installation phase.

We use Type 2 AC fast chargers. These can be installed as a dual charging
pedestal unit (Duo) or as a single wall mounted charger (Pro).

We use bespoke software platforms to monitor our full charging network status. Our network is manned 24 hours a day, 7 days a week, 365 days a year.

Roaming agreements allow users to access charging stations from different CPO networks using a single account or membership, increasing the convenience of charging. At PE, we use a simple tap and pay method to access our charging network so it is open to anybody with a debit/credit card or smartphone. This makes it open and accessible to everyone without the need to sign up and/or download a prepaid app.

CPOs have maintenance teams that regularly inspect and repair charging stations to ensure they are operational and safe for users. PE manages, installs and maintains our own chargers without the requirement of third parties, which allows us to instantly identify and fix any issues in very swift time scales.

CPOs follow data security protocols to protect user information, implement encryption, and comply with privacy regulations such as GDPR.
As well as this each charger is fitted with its own PE SIM cards. This allows the chargers to operate independently and provides a secure communication platform that all our chargers operate on.

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