CNG CUSTOMERS INFORMATION PAGE

Understanding the increased pricing & more…

Dear Customer,

Why has the cost of my gas supply increased so much?

We fully understand the frustrations you are feeling under the current situation due to the steep increase in prices. Energy markets have hit record highs which have caused major problems across the energy industry. We trust the following provides some reasoning for the increases:

CNG forward bought your gas usage when the wholesale market was considerably lower than today, this enabled you to be on the rate you were previously on. Unfortunately, when CNG went into administration these hedges / forward purchases ended. The knock-on effect of this is that Pozitive Energy inherited your supply at the current market rate which is significantly higher.
After a rigorous tender process Pozitive Energy was appointed the “supplier of last resort” (SoLR) During this process deemed / out of contract prices were strictly agreed with Ofgem
As Pozitive Energy was appointed the supplier of last resort no hedges could be put in place as you have no contract with us, therefore the current market rate is applicable. Unfortunately, the rate you were previously on to the rate you are on now is significantly more, however, we are forced to buy and supply you at these rates.

‘We are here to help’

Pozitive Energy wants to work with you to ensure that any exposure to current high markets is kept to a minimum. We are in unprecedented times and the energy market is very unpredictable with wholesale energy costs fluctuating rapidly. We are however trying to keep this as affordable as possible for our customers.

We have reached out to all CNG customers to offer preferred contract rates which we also offered to backdate
Pozitive Energy has gone above and beyond our license conditions by honoring credit balances which is not a requirement for B2B supply.
Due to us having no historical data for your meter, we have initially worked on the information provided to us by CNG but we do recognize, that in some instances, this is proving to be inaccurate. We want to assure you that we are working hard to resolve this. If you have any meter reads that would give us a more accurate picture it would be a great help. We want to bill you as accurately as possible
We respect that some customers may not want to stay with Pozitive Energy and choose to move to an alternative supplier. They will therefore remain on our deemed rates, but the energy used will still need to be paid for. Rest assured if you do wish to move away from us to an alternative provider, we will make the transition as easy as possible

If you would like to look at our contracted rates, please don’t hesitate to get in touch

If you have any concerns or questions, feel free to get in touch with our Customer Care team on 0333 370 9900 or email us at solr@pozitive.energy.

Warm Regards,
Pozitive Energy

16/12/2021
Final bills from CNG have been issued. Today is the last day to contact CNG in administration about your final bill.

You should have received your first bill from us. If you haven’t agreed a contract with us, please get in touch with us to do so. Otherwise, you will be on our SoLR Deemed Rate. The SoLR Deemed Rate, which has agreed with Ofgem, will only be in place for a fixed period of time as directed by Ofgem. After that you will move to our Standard Deemed Rate. See our Deemed Rates are at www.pozitive.energy.

06/12/2021
Final bills from CNG up to 6 November 2021 will be issued to you by CNG in administration shortly after 6 December 2021. You may cancel your direct debit with CNG as payments will not be collected by direct debit.

Details on how to pay will be on your final bill and will include:

Cheque
Bank transfer
Card

Payment will be due by 7 January 2022.

If you disagree with your final bill, please contact CNG in administration by 16 December 2021 on:

01423 502554
info@cngltd.co.uk

Otherwise your query may remain unresolved and may affect your credit balance.

Further information on credit balances will be available in due course.

25/11/2021
If you haven’t done so already, please submit your meter reading to us:

Using your Enalytics account, details of which are in your welcome letter
Calling our Customer Care team on 0333 370 9900
Emailing us at customercare@pozitive.energy

You should shortly receive your final bill from CNG up to and including 6 November 2021. Pozitive Energy will bill you for supply taken from 7 November 2021. If you switched to another supplier after 7 November 2021, Pozitive Energy will bill you for supply taken between 7 November 2021 and your supply start date with your new supplier.

Further information on how to pay your final bill with CNG, direct debit and available credit balances will be available shortly.

Your account with Pozitive Energy is nearly set up and another supplier can take your supply. However, our advice is not to switch until your account is fully set up. We will confirm once your account is fully set up. Please check this page regularly.

16/11/2021
If you haven’t done so already, please take a meter reading. This is really important for the calculation of your final bill with CNG, and any credit balance owed to you.

Over the next five days our team will reach out to you to request a meter reading. We will contact you by email. If we don’t have an email address for you, we will send you a letter.

You can provide your meter reading to us by:

Using your Enalytics account, details of which are in your welcome letter
Calling our Customer Care team on 0333 370 9900
Emailing us at customercare@pozitive.energy

To discuss our fixed term offerings, please call our Customer Care team on 0333 370 9900.

11/11/2021
We’ve reached out to all current CNG customers by post and email to let them know we are taking over their supply and what to expect over the next four weeks. We’ve confirmed current rates and how to secure more competitive rates with Pozitive Energy.

If we don’t have an email address for you, you can expect to receive this letter early next week.

We’ve published an open letter to all current CNG customers on our website, so you can see what’s on offer. If you’d like to sign up with us, please call our Customer Care team on 0333 370 9900.

08/11/2021
CNG has ceased to trade and is no longer supplying energy to you. Pozitive Energy has been appointed by Ofgem, the gas and electricity regulator, as your new supplier. We have been supplying to you since 7th November 2021.

You need not worry; your supply will continue, and if you have a credit balance owed to you, it will be protected. If you haven’t done so already after receiving notice that CNG has ceased to trade, please take a meter reading as soon as possible.

Taking a meter reading is really important. It will enable us to calculate any credit balance owed to you and to bill you in a timely manner.

We will reach out to you within the next 5 days to confirm your current rates and how you can secure more competitive prices. Please also check our website for regular updates.

If you would like to speak to us, please contact our Customer Care Team between 9am and 5pm Monday to Friday:

Email us at SoLR@pozitive.energy

Topics (Knowledge Centre)

General

What happened to CNG?

CNG has stopped trading. As we are sure you’re aware, this has been an unprecedented time for suppliers and we are absolutely disheartened to see another one go. Especially one with the reputation of CNG. When suppliers stop trading, Ofgem step in to appoint a new supplier and facilitate a switch to ensure consumers are protected.

What do I need to do?

You will shortly receive your final bill from CNG with details on how to pay it and by when. If you have any queries in relation to your final bill please contact CNG in administration by 16 December 2021, otherwise your query may remain unresolved and it may affect your credit balance.

We've left our premises/we've moving into a premises supplied by CNG

Please let us know by emailing our Customer Care team at SoLR@pozitive.energy – we’ll send you some forms to fill in and get you set up on our system

Can I get independent advice somewhere?

Absolutely. Both Citizens Advice and Ofgem publish information on these situations –

https://www.ofgem.gov.uk/news-and-views/blog/how-youre-protected-when-energy-firms-collapse https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/your-energy-supplier-has-gone-bust/

I've already left CNG, why have you contacted me?

If you left CNG, we will not be switching your supply to us. Don’t worry, we won’t attempt to switch your supply to us and you received this communication in error.

Will my smart meter send you reads?

It depends on the model of the smart meter. As soon as we have all the information set up on our system we can try to connect to your meter. In the meantime though, it’s best to get some pictures of your meter reads just in case.

How will my data be handled?

To set you up with Pozitive Energy, we received your details from CNG. Don’t worry, we’ll treat them securely and in line with our privacy notice. Your details will be used to set up and manage your account. Read our privacy policy here: https://pozitive.energy/privacy-policy/

I have a smart meter appointment booked with my previous supplier – will this go ahead as planned?

Unfortunately no, this will not go ahead. Please get in touch with us directly once your account has been set up to arrange this.

Do you have a customer portal?

We absolutely do! Our customer portal is called Enalytics, and gives you access to invoices, usage information and more. As soon as everything is set up on our end, we will email you a link to log in.

I have an ongoing query with CNG, what do I do?

You can contact CNG by 16 December 2021. After that date, please get in touch with us and we will try to help you.

Why should I stay with Pozitive Energy?

We pride ourselves on quite a few things. We are 100% green for electricity, and made that decision when we first started trading. We love technology, and are always looking for ways to make managing your energy use easy. We have a Customer Care phone line, email, online query feature and online chat bot – meaning there’s always a way for you to get in touch with us. We are also a proud part of the Pozitive Group, meaning you could place your insurance and card payment processing with us to secure a discount. You can find more information here https://pozitivegroup.com/

What is a deemed contract?

A Deemed Contract is a contract entered by both parties when Ofgem order us to begin to supply you with Energy to ensure that your supply isn’t interrupted. This is a basic set of terms and conditions that protect you as a customer and us as a business in the event you do not have a signed fixed term contract with us. You can view our deemed terms at http://pozitive.energy/terms-and-conditions

Bills & Payments

What if I had a credit with CNG? Is that gone?

If you had a credit balance with CNG, you won’t lose it. Please give us time to get it finalised. We’ll keep you updated on progress.

When will I get a bill?

We bill monthly, so expect a bill around 30 days after the switch. We’ll let you know if we need meter readings.

Should I cancel my Direct Debit?

Please cancel your Direct Debit with CNG as CNG in administration will not collect payments by Direct Debit. Information on how to pay will be on your final bill.

Will I be on the same rates I was with CNG?

In short, no – all customers who have moved over from CNG will be placed onto our SoLR Deemed Rate. Your Deemed Rate is confirmed in your Welcome Letter and displayed on www.pozitive.energy. The Deemed Rate has been agreed with Ofgem and will be in place for a fixed period of time as directed by Ofgem.

Switching

Could my supply be interrupted?

No – your supply won’t be disrupted by the switch.

I’m switching away from CNG. What should I do?

If your switch to your preferred supplier is already in progress, it will be completed as normal. We will bill you for any supply you have taken from us between 7 November 2021 – this is when we started supplying to you – and the date when your switch to your preferred supplier was completed.