PE Solutions Contact Number & Contact Details

A five-minute check before you call can save a lot of time.

If you have a PE bill, keep it in front of you. You may be asked for your account details and supply information.

If the problem involves a meter or a bill, take a current meter reading before you call.

Better still, take a photograph.

Try to get the reading and meter serial number clearly in the photograph.

If the problem has been going on for a while, write down the date you first reported it and any case or complaint references you already have.

Do not rely on PE having every previous conversation immediately in front of them.

• •PE account number
• •Business name
• •Supply address
• •Latest bill
• •Current meter reading
• •Meter photograph
• •Meter serial number
• •Previous case reference
• •Dates of previous contact
• •A clear explanation of what you want PE to do

Don't start with the total.

Work through the bill and find out what actually looks wrong.

• •The billing period
• •The meter serial number
• •The previous reading
• •The latest reading
• •Whether the readings are actual or estimated
• •The electricity or gas unit rate
• •The standing charge
• •VAT
• •Any additional charges

Then compare the bill with the physical meter.

If the meter reading on the bill is lower or higher than the reading you expected, take a photograph of the meter before contacting PE.

PE's current energy terms say customers should provide meter readings at least monthly. Where an actual reading is unavailable, PE can use an estimated reading and reconcile it when actual or more accurate information becomes available.

If you think the wrong meter, wrong reading or wrong rates have been used, be specific when you contact PE.

That gives PE something specific to investigate.

Take the reading directly from the meter rather than copying it from an old bill.

Before submitting it, check the meter serial number.

This matters particularly if there is more than one meter at the property.

Take a photograph if you can.

Keep the photograph even after you submit the reading. If the account is later estimated or the reading is disputed, you have evidence of what the meter showed on that date.

PE's current terms say energy customers should provide meter readings at least monthly.

If PE cannot obtain an actual reading, the supplier may estimate usage until actual or more accurate information becomes available.

If you have a smart meter but the bill is still estimated, do not assume the meter reading has automatically reached PE.

Take a manual reading and contact Customer Care.

A Change of Tenancy is one of the situations where photographs and dates really matter.

On the day responsibility for the property changes:

• •Take electricity and gas meter readings.
• •Photograph every meter.
• •Make sure the meter serial numbers can be seen.
• •Record the exact move-in or move-out date.
• •Keep evidence showing when responsibility for the premises changed.
• •Do not throw away the old bills.

The Best Energy Rates holds the PE Solutions Change of Tenancy form and can help customers complete and submit the information required.

If something has gone wrong, start with PE Customer Care.

Tell them clearly that you want the issue recorded as a complaint.

• •Your account number
• •The supply address
• •A short explanation of what has happened
• •The date the problem started
• •Any previous case references
• •Copies of relevant bills or emails
• •Meter readings and photographs where relevant
• •The outcome you want

If Customer Care has already dealt with the issue and you are still not satisfied, PE's published complaints procedure says the matter can be raised with its Complaints Team for an independent internal review.

Complaints Team email:

Do not skip straight to the Complaints Team if Customer Care has not dealt with the issue first. PE specifically says its Complaints Team can only assist with matters that Customer Care has dealt with first.

PE's published procedure also says eligible microbusiness and small business customers can contact the Energy Ombudsman if deadlock has been reached or eight weeks have passed since the complaint was first registered.

Before discussing a renewal, find the contract end date and your current rates.

Don't compare a new offer using the unit rate alone.

• •Unit rate
• •Standing charge
• •Every applicable day, night or weekend rate
• •Contract length
• •Estimated annual cost
• •Payment method
• •Any important contract conditions

If you have been sent a PE renewal and want to know whether it is competitive, send TBER the bill or renewal offer.

We can compare it against options from our panel of UK business energy suppliers.

There is no separate fee payable to TBER for our standard comparison service. We are generally paid through commission associated with the energy contract you choose.

Contact PE rather than ignoring the bill.

PE's current support information tells customers who cannot pay their bill to call 0333 370 9900 so it can discuss whether a payment plan can be set up.

PE currently publishes debt-support hours of Monday to Friday, 9am to 5pm.

If you think the amount itself is wrong, make that clear as well.

A payment problem and a billing dispute are not necessarily the same thing.

If you are disputing a bill, keep evidence showing exactly what part of the bill you believe is wrong.

Do not simply cancel a Direct Debit without understanding what effect that could have on the account.

PE customers may see the name Enfiniti when accessing their online account.

Enfiniti is PE's customer portal.

PE says the portal can provide customers with access to account information, usage and consumption data.

If you are supplied by Pozitive Energy and already have Enfiniti login details, use PE's official login rather than searching for an account login through an advert or an unfamiliar website.

Never give your account password or login details to somebody simply because they call claiming to be from an energy supplier or broker.

A smart meter does not guarantee that every bill will contain an actual reading.

• •Read the meter manually.
• •Take a photograph.
• •Check the meter serial number against the bill.
• •Contact PE Customer Care.
• •Ask PE whether it is receiving readings from the meter.
• •Keep the photograph until the billing issue has been resolved.
• •Do not guess a reading.

A power cut is normally a network problem rather than something PE Customer Care can restore.

For a power cut in Great Britain, call:

This connects you to the local electricity Distribution Network Operator.

Do not tell customers to call PE first for a power cut.

PE's water service uses different customer-service details from its electricity and gas service.

Do not use the energy contact details above simply because your water bill also carries PE branding.

Do not confuse Pozitive Water Limited with Pozitive Energy Ltd.

If The Best Energy Rates arranged your PE Solutions contract, don't feel that you have to sort every supplier problem out on your own.

Send us the bill, email or letter you have received and tell us what has happened.

We deal with PE directly and have access to its partner support and escalation process for cases we are managing.

That can be particularly useful with Change of Tenancy cases, registration queries, contract problems and issues that have already been raised but have not been resolved.

We cannot promise the outcome of a supplier investigation, but we can make sure the right information is being put in front of the right team.

If you are calling PE because something has gone wrong, get your evidence together before you pick up the phone.

We see this all the time with energy accounts.

Someone calls the supplier and says the bill is wrong. The supplier asks what is wrong with it, and the customer doesn't know because they have only looked at the total.

Start with the meter.

Does the serial number on the bill match the meter at the property?

Does the reading make sense?

Is the bill estimated?

Then check the rates and the dates being billed.

If you have already spoken to PE, keep the case reference and the date of the call.

And if you are one of our customers, send it to us.

If we've arranged the PE contract, we'd much rather see the problem early than find out three months later that you've been trying to sort it out on your own.

The Best Energy Rates