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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.

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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.

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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.

If You’re Not Happy, We’ll Make It Right

We aim to resolve any concerns quickly and fairly. Here’s how:

Step 1: Contact us directly
Step 2: Escalate to our service manager
Step 3: Independent review via CCWater

Or contact us now:

water.complaints@pe.solutions

Moving In or Out? Here’s How to Handle Your Water Account

At Pozitive Water, we understand that changing tenants can be stressful. We’re here to make the water account transfer as smooth and straightforward as possible—whether you’re a landlord, outgoing tenant, or new tenant.

What Is a Change of Tenancy?

A Change of Tenancy means updating the water retailer account to reflect the new occupant of the property. This ensures bills and services are correctly assigned, avoiding confusion or missed payments.

 

Who Should Notify Us?

  • 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.
 

How to Notify Us

To notify us of a change of tenancy, please provide the following information:

  • 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)
 

You can notify us by:

Calling our team: 0800 842 1342
Email: water.cot@pe.solutions

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.

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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.

Pricing

 

At Pozitive Water we have developed a pricing strategy that guarantees a value-for-money service.

In fact, our prices are absolutely clear and transparent – and we simply pass on the wholesale charges to clients at cost. This creates one transparent fee for the retail services we provide.

As not only water suppliers but passionate advocates for the responsible and sustainable use of water, this structure is designed to encourage businesses to use less water.

This is because our bill is based on service fees alone; we won’t receive any more money if you use more water. Instead, we can work as part of your team to help reduce your water usage and make you far more efficient.

We comply with the market rules outlined within the Customer Code of Practice and the Retail Exit Code. You can find our standard Terms and Conditions here

At Pozitive Water our prices are negotiated and are bespoke for each customer tailored to their needs. However, for a specific group of customers outlined in the codes, prices are set by the regulator which are specific for customers on deemed contracts. Details of the pricing arrangements for these customers can be found within the Retail Exit Code.

It is worth noting that customers on deemed contracts are free to negotiate a contract that suits their needs. So, if this applies to you feel free to get in contact today.

 

Wholesalers have announced forthcoming tariff changes for non-domestic premises for the period 01 April 2025 to 31st March 2026. Wholesaler prices will change from April 2025 accordingly.

Please see below for the tariffs for each wholesaler

 

Wholesaler Tariff Charges 2024/2025

Wholesaler Tariff Charges 2023/2024

Wholesaler Tariff Charges 2022/2023

Wholesaler Tariff Charges 2021/2022

Wholesaler Tariff Charges 2020/2021

Wholesaler Tariff Charges 2019/2020

 

The Retail service fee is either a fixed charge or a percentage, depending on the terms of your contract with us. This fee helps cover our operating costs, such as reading your meter and generating your bills. The fee remains fixed for the duration of your contract and is determined by several factors, including:

  • Your wholesale charges
  • The number of SPIDs and meters (if applicable) at your property
  • Whether you have an active contract with us

If you choose to work with a Third Party Intermediary (TPI), the Retail Service Fee may also include TPI commissions.

Deemed Customer Charges

Deemed Customers are those who receive our services but are not under a contract with us. In England, OFWAT’s Retail Exit Code (REC) sets limits on the charges for Deemed Customers to ensure fairness. These customers are grouped based on their water usage, which helps determine the price caps.

Customer Groups:

  • Group 1: Uses up to 0.5Ml of water per annum.
  • Group 2: Uses between 0.5Ml and 50Ml of water per annum.
  • Group 3: Uses more than 50Ml of water per annum.

Each group has specific guidelines for how we calculate charges

Group 1 Customers (Up to 0.5Ml per Year)

Charges for Group 1 Deemed Customers are capped based on the following formula:

formula

Where:

actsti = is the allowed cost to serve (set at £54.00 for charging year 2025/26 period)

mc = meter read cost allowance (set at £10.52 for charging year 2025/26 period)

wti = the wholesale charge, for your specific Wholesaler area

nm = the allowed retail net margin (set at 2%)

b = the allowed customer bad debt cost allowance (set at 2.45%)

REC allowances for Group 1 customers following the permitted adjustments
REC Price Cap Elements
Allowances for 2025/26 Charging Year
Allowances for 2024/25 Charging Year
Allowed Cost To Serve (ACTS)
£54.00
£52.35
Meter Read Cost Allowance
£10.52
£10.20
Allowed Net Margin (%)
2.00%
2.00%
Customer Bad Debt Costs (%)
2.45%
2.45%

Group 2 Customers (0.5Ml to 50Ml per Year)

Charges for Group 2 Deemed Customers are based on a formula that includes a gross margin (gm), which is capped at the following rates:

  • Water Services: 8.0% for charging year 2025/26 period
  • Sewerage Services: 10.0% for charging year 2025/26 period

The Formula is:

formula1

ServiceAllowed Gross Margin 2025/26Allowed Gross Margin 2024/25
Water Services8.0%8.0%
Sewerage Services10.0%10.0%

Group 3 Customers (Over 50Ml per Year)

For Group 3 Deemed Customers, charges must be:

  • Reasonable, considering the scale of usage.
  • Consistent, with no undue preference or discrimination compared to other customers in the same group.

This ensures fairness and transparency in how we set charges for large water users.

For fairness and transparency, we charge the same gross margin as Group 2 customers.

  • Water Services: 8.0% for charging year 2025/26 period
  • Sewerage Services: 10.0% for charging year 2025-26 period

The formula is:

formula2

ServiceAllowed Gross Margin 2025/26Allowed Gross Margin 2024/25
Water Services8.0%8.0%
Sewerage Services10.0%10.0%

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