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 are constantly reviewing and evolving what we do for our vulnerable customers. Our Vulnerability Strategy details what we are doing now and in the future to continue to help and support anyone in a vulnerable scenario. To view our Vulnerability Strategy, click here.

Who we can help

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.


If you’re deaf, hard of hearing or have a sight or speech impairment

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

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.


If you have low income or struggling financially

If you are finding it hard to manage your finances, you can talk to us, or visit our help page for more information on how we can help you.

We will do all we can to help you, this may include looking at a payment plan or allowing you a bit of breathing space.


If you're an expectant mother or have a child under 5 years old

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.

To nominate someone else to discuss and manage your account, please contact us or log in to your online account.


If you want extra reassurance when we visit your property

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.


Our Promises

  • We won’t call at your home without proof of who we are
  • We’ll make sure you have alternative ways to heat your home if your heat goes off for over 12 hours
  • We’ll read your meter within 5 working days, if you’re finding it tricky and would like our help
  • We provide a bill reading service for those that need it