We understand that we have customers with vulnerabilities, so we have developed a range of free services to help make it easier for them.
We can help a wide range of people, from those who are of State Pension age, disabled or have a long-term illness, or perhaps a sight or hearing loss, or have a child under 5 years old in the house.
We offer a range of services and support, from sending out bills in an alternative format, speaking with someone else about your account on your behalf and helping you find a way to pay for your bills.
We will find the right support for you, no matter your age, health or life circumstances.
We can support lots of people, in lots of different ways. If you have any questions, or you’d like to talk to us about joining our Priority Services Register, you can contact us, or login to your account to add services to your account.
We can send you your bills in Braille, large print or audio formats. We can also call you to talk your bill out loud to you, or we can send bills to someone you trust if this is easier for you.
If English isn’t your first language we can help by providing translated bills or documents.
We also have Recite Me on our website; an online tool which allows you to change our website to meet your needs. You can translate text into different languages, as well as play the text out loud.
We’ll contact you as a priority if your supply is going to be interrupted, to give you time to prepare.
You can ask someone you trust to talk to us about your account on your behalf.
A nominated third party will be able to help manage your account on your behalf, which includes dealing with account and billing queries, being contacted if bills are not paid, receiving bills and paying them for you.
Unfortunately, there are criminals who may pretend to work for utility companies to gain entry to your home. We refer to them as ‘Bogus Callers’.
For added protection and peace of mind, we operate a doorstep password scheme which is free and open to all our customers. Once you have set up a password, any employee from Metropolitan will need to quote this before entering your home.