Question 1

How do I find out how much I am being charged in a session?

Accepted Answer

If you have a current active session, a prompt on the top of the map screen will be visible in the Urban Fox app. Press this to view the active session and see your total time elapsed, total energy used and estimated cost for your current charging session.

At the end of the charging session, you will be emailed a receipt with a summary of your charging session and total cost.

If you have an Urban Fox account, you can view all of your charging history. Just click on your initials on the map screen to get to the settings menu.

Question 2

How does Urban Fox Networks handle network outages?

Accepted Answer

Our proactive monitoring system alerts us to potential outages before they occur. In the event of an outage, our rapid response teams are deployed to resolve the issue promptly, minimizing downtime and maintaining our commitment to quality service.

Our mobile app shows current network status to keep motorists up to date.

Question 3

How reliable are your charging units?

Accepted Answer

Our UEone is manufactured in the UK for quality and control and has achieved a 99%+ network uptime across our charging hubs. The charger is IP67 rated, so it is designed to withstand adverse weather conditions, and its retractable design minimises the risk of vandalism. In the unlikely event that something goes wrong, units can be swapped out in as little as 30 minutes from arrival on site.

Question 4

Are your charging units PAS 1899:2022 compliant?

Accepted Answer

Our whole range of charging solutions are fully accessible, and accessibility has been at the core of the UEone design from the very beginning to ensure it is a ‘chargepoint for everyone’. By adhering to PAS 1899:2022, our UEone not only meets the guidelines but also helps disabled motorists overcome barriers to EV charging.

Question 5

Where can the retractable charger be installed?

Accepted Answer

The UEone is suitable for installation in up to 80% of streets. Our sloping UEone is also available for streets with a steep incline.

Question 6

Do you offer on-street and car park chargers?

Accepted Answer

Yes. To meet the unique needs of each local authority and the communities they serve we offer a comprehensive range of slow, fast and rapid on-street and car park chargepoints. Please visit our ‘Charging solutions’ page for more information.

Question 7

How is the electricity procured?

Accepted Answer

We work with an independent distribution network operator (IDNO) who can check the connection costs on a street-by-street basis. We use this insight alongside other data to determine the most viable places to position chargepoints. The IDNO will then engage with the distribution network operator (DNO) to secure the power supply needed for the EV charging network.

Question 8

Can councils procure electricity themselves, and how does the process work?

Accepted Answer

We advise LAs to procure the electricity supply as they can access electricity at a lower cost than the CPO. It also lets you control the tariff you charge to users and your revenue share.

As an LA you are already procuring electricity for other purposes such as lampposts, schools etc., so procuring the electricity for EV chargepoints will support your future energy generation strategy and the transition to more owned renewable energy sources.

Question 9

How do I find my location on the app?

Accepted Answer

Open the Urban Fox app and tap on the orange target icon in the top right corner. Your current location will be the blue circle in the middle of the map.

Question 10

Is the electricity provided 100% renewable and sustainable?

Accepted Answer

Yes, we are committed to offering 100% renewable electricity to support sustainable and eco-friendly charging. We also provide smart charging solutions, offering both on and off-peak tariff options. This optimises the EV charging experience for the end user allowing them to charge at a time and price that suits their needs.

Question 11

What is your approach to customer service?

Accepted Answer

We have a 24/7 helpdesk with live operators dealing with any queries or concerns. Customers can also contact us using the live chat function on the Urban Fox app.

Question 12

Do you provide full funding or assist with grant funding?

Accepted Answer

With the financial backing of Balfour Beatty Investments, we can offer fully funded network rollouts as part of long-term partnerships. If grant funding is available, our expert team can advise how it can be used to maximise social and geographic equity and accelerate EV adoption across communities.

Question 13

What initiatives support social value?

Accepted Answer

We use local contractors to support local employment, and we are involved in numerous education programmes and projects that promote green skills.

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