About Liberty Charge

What is Liberty Charge?

What is Liberty Charge?

Liberty Charge is a growing network of Electric vehicle charge points dedicated to those households that don’t have access to a driveway. We’re looking to create a network of reliable and convenient chargers as close to homes as possible across the whole of the UK, with our main focus being on those areas with the greatest housing density.

We believe that being able to safely access the charge point requires a dedicated parking bay and that reliability is essential, so we’ve set ourselves the target uptime of 98% (i.e. the amount of time the chargers will be working).

Liberty Charge is a joint venture between Liberty Global and Zouk Capital, leveraging all the build capabilities and network assets of Virgin Media O2 (a Liberty Global subsidiary). Virgin Media O2 passes close to 16 million homes and continues to build past hundreds of thousands of additional premises every year – one of the biggest ongoing infrastructure investments in the UK.

Zouk Capital is a London-based sustainable infrastructure and growth technology fund manager. Zouk’s distinctive dual-track strategy capitalises on the commercial opportunities created by a global shift to greater resource efficiency, decarbonisation of industries and sustainability. Zouk is the fund manager for the UK Treasury’s Charging Infrastructure Investment Fund (CIIF).

Interested in partnering with Liberty Charge? Get in touch

How do I access Liberty Charge’s network?

To use the service, simply visit any available charge point, and either;

1.scan the QR code to open the website and locate the charger where you are parked and follow the instructions
2.download and open our mobile app (currently in development, but about to launch soon) and create an account and follow the instructions to start a charge
3.or if you have already received an RFID card from us, use this to start and stop your charging session.

Where are the charge points located?

Liberty Charge is creating a network of reliable and convenient charging locations in residential streets in key cities and towns across the United Kingdom. Our network growth is totally reliant upon local authorities agreeing to Liberty Charge providing services, but we’re seriously ambitious about serving you. Please check back regularly to hear where we are launching our service next.

The vast majority of our charge points are located on-street in order to provide convenience for those without a driveway.

Terms & Conditions and Privacy Policy

If you want to see our Terms and Conditions, click here.
If you would like to see our Privacy statement, click here.

Rates

What are the Pay As You Go rates?

We currently only offer Pay As You Go fees (which start from 30p/kWh and vary by location) and there is a connection fee of £1.50. In certain local authorities some Government funding may have been used to help subsidise some of the deployment costs, which has enabled us to reduce these fees. Please check the app, website and charging point prior to starting your charging session to determine the fees payable at the charge point.

Will I continue to be billed once my car has finished charging?

Please note that your charging session begins when you connect your vehicle to a charge point and ends once you disconnect your vehicle from the charge point. You may continue to incur fees if you remain connected to a charge point, so we encourage you to disconnect your vehicle once it has sufficiently charged and move to a new location, to allow your neighbours to charge as well.

Does Liberty Charge have an overnight cap?

No Liberty Charge does not cap the fees overnight.

Do I have to pay for parking whilst I charge my vehicle?

Please always make sure to check the signage by the charge points as different parking regulations apply at different locations. Please note that Liberty Charge will not be responsible if you do not respect local parking regulations and fees, which are set and controlled by the relevant local authority.

Are there any other fees?

Additional fees include:

Lost card replacement fee

If your card is lost or misplaced, you should immediately contact our customer service team on  0330 111 5335. Please note that a £10.00 fee will be applied to replace the lost card.

In the unfortunate event that your membership card is stolen, please contact our customer service team on   0330 111 5335. Your card will be immediately blocked to prevent any fraudulent usage.

A copy of the Crime Report Number will be required to receive a free membership card replacement.

For a list of all additional fees, please check our T&Cs (please refer to “additional fees” section at the bottom of the page).

Pay as you go access

How does your Pay As You Go offer work?

The PAYG option enables you to use our charge points without registering your card details or requiring a membership card. You will simply need a valid debit/credit card and a mobile phone with internet access.

Once you have found the charge point you are located at (on either the app or website) follow the on screen instructions to start your charging session. If you wish to receive confirmation of the amount you have been charged, you MUST enter your email address.

Your Account

Why haven’t I received my RFID [or membership] card yet?

The delivery of your membership card(s) can take up to 7-10 working days. Please also note that Royal Mail have advised that due to exceptionally high volumes, some customers may experience slightly longer delivery timescales.

To help ensure that your membership card can be issued, please check that you have completed the steps below:

-add a valid and complete address to your Liberty Charge account;
-register a valid payment method;
-accept Terms and Conditions;

Failure to complete these steps will delay the arrival of your membership card. Should you have any further questions, please contact us.

What methods of payment can I use?

We accept debit and credit VISA, MASTERCARD and MAESTRO cards. If you experience any issues when registering your payment card, you may need to contact your bank to ensure that transactions with us has gone through. Please note the transaction will appear as Liberty Charge London once it has been authorised.

Why does it say Liberty Charge London on my bank transaction?

Liberty Charge is located in London, so the location is where we are, not where you have charged your vehicle.

How do I cancel my account?

Should you wish to cancel your account(s), simply send us a written request from your Liberty Charge online account or by post to:

Liberty Charge Limited
Customer Service Department
Griffin House
161 Hammersmith Road
London, W6 8BS
United Kingdom

Please note that we are unable to accept cancellation requests made over the phone. If you call our customer service team, they will request that you send a written request from your Liberty Charge online account or by post.

Lost/stolen/faulty RFID card, what should I do?

If you have lost your card, you can call our customer service team on  0330 111 5335 to request a new card. Please note that a £10 fee will apply when issuing a new card.

In the unfortunate event that your membership card is stolen, please contact our customer service team on  0330 111 5335. Your card will be immediately blocked to prevent any fraudulent usage.

A copy of the official police crime report will be required to receive a free membership card replacement.

If you have found a Liberty Charge card, please send it to:

Liberty Charge Limited
Customer Service Department
Griffin House
161 Hammersmith Road
London, W6 8BS
United Kingdom

Parking Regulations

Do I have to pay for parking?

Please always make sure to check the signage by the charge points as different parking regulations apply at different locations. Please note that Liberty Charge will not be responsible if you do not respect local parking regulations and fees, which are set, controlled and monitored by the local authorities.

How long can I park at a charging station?

The rules governing parking bays depend on where they are located. You should always check the local signage to determine what regulations apply in order to avoid any penalties.

Can I access all charge points?

Currently charging points are available for anyone to use them, unless the council has determined otherwise. If this is the case, it will be noted on the signage next to the charge point.

What should I do if I find a non-electric vehicle is occupying a Liberty Charge bay?

Whilst we will do everything we can to keep the charging bays exclusive to electric vehicles, it is the responsibility of the boroughs to enforce the parking regulations. Please report any vehicles illegally occupying a bay to the relevant local council directly as they will have the authority to have vehicles ticketed and/or removed.

Charging your vehicle

Is my EV compatible with the Liberty Charge charging points?

All Electric Vehicles  are compatible with our charge points. You can check the compatibility of your vehicle on the https://ev-database.org website.

All of our charge points will have a Type 2 socket, for you to plug in your own charging cable.

Please ensure you are using the correct Type 2 charging cable for you are and not an extension cable or adaptor cable for your charging sessions.  Using cables that are not EV type 2 Charging Cables may lead to the cable becoming stuck in the charge point. Please check your Cable type before connecting to the charge point.

What are the different types of charging points and how fast do they charge?

The majority of the our network offers 22kW AC charge points, able to service two cars at the same time delivery up to 22kW, depending on the limitations of your vehicle.

The dual socket charge point is able to service two cars at the same time. Using smart technology, the charge points ensure the maximum charge is managed between both cars ensuring equal charging throughout the session. Adding a second car to the charge point will not disturb or affect the first charging session.

Please note that charging times will vary depending on your vehicles battery and on board charger. Please check your vehicles maximum charge rate to determine the maximum speed available to you. For example, If your vehicle has a maximum charge rate of 7kWh, then even if you plug into a 22kW charger it will only charge at 7kW.

Please note that charging times will vary depending on your vehicle’s battery capacity and maximum power charge. When using the AC charge, the vehicle controls the speed to charge based on the car’s charger rate.

How do I use the charge points?

Starting a charge with your RFID card (for existing customers only):Each unit has a LCD screen which will display useful instructions throughout the charging session such as:  the price you will be charged per kWh, the maximum charge speed available, the current charge speed as well as the total kWh session usage while connected.

To start a charge, simply tap your card on any available charge point and follow the instructions displayed on the screen before connecting your vehicle.

Please ensure that your cable is fully inserted into the charge point when you are using your own cable.

Please check that your vehicle is charging before leaving the station. If you are unable to successfully start your charging session, please call our customer service on 0330 111 5335, available 24/7.

Ending a charge with your RFID card (for existing customers only):To end a charge, simply tap your card on the charge point and follow the instructions displayed on the screen before disconnecting your vehicle.

I plugged my vehicle, but it is not charging. What should I do?

Please ensure that you follow the correct procedure to start a charge as described in the “how do I use the charge point?” FAQ above

If you have followed the instructions on the charge point and are still unable to charge, please contact our customer service team available 24/7 on 0330 111 5335

Safety Rules

My cable is stuck in the charging point. What can I do?

Start by ensuring that you are following the instructions on the charge point. Do not make any attempt to force the cable out. If you are still unable to remove your cable from the charge point, you can call our customer service team whilst you are still at the station.

Customer service is available 24/7 at 0330 111 5335.

What should I do if I find a damaged or a faulty charging point?

Please contact us immediately on 0330 111 5335 as this may represent a danger. Please do not attempt to use or touch the charge point if you see any damage.

Please identify the affected charge point by giving us the location and/or the charge point ID number, which can be displayed on the front of the charge point. The ID number starts with GB- LCL followed by characters and number.

Is it dangerous to charge my car while it is raining?

Charge points are designed so that power will only go through the cable if it is connected at both ends. We do not consider that there is more risk when using the charge points while it is raining.

How to contact us

What is the price for the phone call to the Liberty Charge number?

From a landline it will be the price of a local call. Please check with your mobile operator for call costs if you are calling from a mobile.

How to contact us

Already a Liberty Charge member? You can send us a message from your online account.

Don’t have an account yet ? Please get in touch via our contact form.

For any urgent queries, our helpline is available 24/7 on 0330 111 5335

You can also contact us by post:
Liberty Charge Limited
Customer Service Department
Griffin House
161 Hammersmith Road
London, W6 8BS
United Kingdom