Underfloor heating

Underfloor heating is a modern and energy-efficient way to warm your home. It’s cleaner, more sustainable, and can help lower carbon emissions.


How it works

Low temperature hot water moves through pipes under your floor. It heats the space evenly and quietly. Unlike radiators, heat is distributed slowly and evenly across the space.

Underfloor heating works at lower temperatures than radiators. This means it uses less energy, costs less, and makes your home more efficient.

Underfloor heating systems take longer to warm up because they operate at lower temperatures and cover a large area. It may take time to reach your desired temperature. Set the temperature slightly earlier so that rooms are warm when you need them.

The size of your property and the type of floor, such as tiles, wood, or carpet, can affect warm-up times.

Controlling your underfloor heating using a thermostat

To maximise comfort and efficiency, use thermostats to control your heating. Smart thermostats allow for ‘zoning’, meaning you can:

  • Set different temperatures in different rooms/zones
  • Schedule heating to match your daily routine
  • Reduce heating in unused rooms/zones to save energy

Check the instructions from the manufacturer to find your home’s thermostat info. You should have received these when you moved in.

Getting the most out of your underfloor heating

Radiators typically need to be heated to around 65-75°C to heat a room effectively. In contrast, underfloor heating systems usually operate at lower temperatures.

Here are some tips to maximise your comfort levels and efficiency of your underfloor heating system.

Maintain a consistent temperature

It’s more efficient to maintain a constant temperature (between 18-20°C) instead of turning it off and on. This helps maintain warmth and prevents long heat-up times.

Use a thermostat

Use your thermostat to set the temperature slightly earlier so rooms are warm when you need them. Lowering temperatures in unoccupied rooms will reduce energy costs.

Avoid overheating

Underfloor heating works slowly and steadily, so avoid dramatic temperature changes. Heating the system higher than necessary doesn’t warm the space faster but does increase energy consumption.

Use zoned heating

You can set different temperatures in different rooms/zones, each controlled separately. This is efficient as you can heat only the rooms in use, rather than the entire house.

Recommended Temperature Settings

Using your thermostat, you can change the temperatures in different rooms/zones. For example you may want your living area warming than your bedroom. The below temperatures are just a guide and it all depends on your routine, your schedule and your preferred temperature.

Living room

You might often use your living room for relaxation, so maintaining a comfortable temperature during active hours is ideal.

TimeSuggested
temperature
Description
From 5am21°CStart your morning at a comfortable temperature.
From 9am18°CReduce the temperature during the day to save energy when the room is not being used.
From 4pm20°CPreheat the room before you need it for evening comfort.
From 6pm21°CWarmer temperature for relaxation during the evening.
From 9pm20°CLower the temperature at night to save energy.
Overnight18°CMaintain a minimal temperature during the late hours.

Bedroom

You may want a cooler temperature in the bedroom, to promote restful sleep.

TimeSuggested
temperature
Description
From 4am18°CStart your morning at a comfortable temperature.
From 9am16°CReduce the temperature when the room is empty during the day.
From 6pm17°CSet a minimal but comfortable temperature for early evening.
From 8pm18°CWarmer setting for evening relaxation if using the bedroom.
From 10pm16°CCooler temperature for optimal sleep.
From 11pm15°CMinimal setting to save energy during late hours.

How long does it take to heat up?

Underfloor heat-up times vary based on: 

  • The size of the room 
  • The heat-loss and the insulation of the space 
  • The type of floor finish (tiles, wood, carpet)
  • The type of system and its heat source 

How can my underfloor heating be serviced?

All serviceable parts and plumbing joints are located in the manifold above the floor so they are accessible.

Metropolitan recommend that your underfloor system is serviced by a qualified plumber.

Is there something else
we can help with?

How is your bill
calculated?

We aim to make your billing as simple and transparent as possible.


Unit rate

We charge you for the heat generated by the network, which provides ambient heat to your water source heat pump. This is measured in kWh.

Standing charge

This is a daily fee. It helps pay for the maintenance and management of the heat hub and network.

We’ll also apply VAT, the tax you have to pay when you buy goods or services, at the lower rate of 5%.

You will receive two separate bills –

Heat from Metropolitan and electricity from your supplier

FAQ’s

Why do I have to pay standing charges?

Why does my bill change from month to month?

What are the ways to pay?

Why is my bill higher than expected?

Why hasn’t my payment shown on my account or meter?

Why am I being billed on estimates instead of actual readings?

How do I setup, change, or fix my Direct Debit?

How much electricity does the heat pump use?

Do I have to use a specific electricity supplier?

Who is responsible for servicing and repairs?

Help with paying your bill

We know sometimes it can be hard to find the money to pay for bills. We have ways we can support you. If you need some help, please let us know.

Priority Services Register

Our Priority Services Register is free to join and designed to give you extra support when you need it most. We can tailor our services to support you.

Is there something else
we can help with?

How is your
bill calculated?

We aim to make your billing as simple and transparent as possible.


You’ll receive:

  • One bill from us for your fixed monthly charge. We charge you one month in advance, similar to a mobile phone bill.
  • One bill from your electricity supplier. Your heat pump uses electricity to boost the ambient heat from the ground and deliver it to your home. When you adjust the temperature or use heating or hot water, the system uses electricity.

Ground source heat pumps are very efficient. For every 1 kWh of electricity used, the system produces around 3–4 kWh of heat. This makes them a low‑carbon and cost‑effective alternative to a gas boiler.

Fixed monthly charge

This is a fixed monthly fee. You’ll have peace of mind all this is included in this one cost:

  • The heat you use from the ground source heat network
  • Network pipework and borehole maintenance
  • Your heat pump is serviced every two years. Maintenance, repairs and replacements are included – no unexpected bills

We’ll also apply VAT, the tax you have to pay when you buy goods or services, at the lower rate of 5%.

Electricity for the kWh used

  • The ground source heat pump is connected to your home’s electricity supply. You’ll need to pay a separate electricity provider for the electricity you use to power the heat pump. This will be a volumetric rate in kWh.
  • Your electricity bill depends on your provider’s rate, and how much you use the heating.
  • You can choose your electricity provider as usual.

You will receive two separate bills –

Heat from Metropolitan and electricity from your supplier

FAQs

Why do I receive two bills?

What does the fixed monthly cost include?

Why don’t I pay you for daily usage?

How much electricity does the heat pump use?

Do I have to use a specific electricity supplier?

Who is responsible for servicing and repairs?

What are the ways to pay?

Help with paying your bill

We know sometimes it can be hard to find the money to pay for bills. We have ways we can support you. If you need some help, please let us know.

Priority Services Register

Our Priority Services Register is free to join and designed to give you extra support when you need it most. We can tailor our services to support you.

Is there something else
we can help with?

How is your bill
calculated?

We aim to make your billing as simple and transparent as possible.


We use the following information to calculate how much you need to pay.

Unit rate

You pay for the heat and hot water you use, which is recorded by your meter and the unit rate (p/kWh) is applied.

Standing charge

This is a daily fee. It helps pay for the maintenance and management of the heat hub and network.

We’ll also apply VAT, the tax you have to pay when you buy goods or services, at the lower rate of 5%.

FAQ’s

Why do I have to pay standing charges?

Why does my bill change from month to month?

What is the ‘Keep-warm’ function?

What are the ways to pay?

Why is my bill higher than expected?

Why hasn’t my payment shown on my account or meter?

Why am I being billed on estimates instead of actual readings?

How do I setup, change, or fix my Direct Debit?

Your bill explained

Your bill provides details on your usage, payments made and due, and more. 
You can also quickly see how your usage changes with the seasons.

Help with paying your bill

We know sometimes it can be hard to find the money to pay for bills. We have ways we can support you. If you need some help, please let us know.

Is there something else
we can help with?

Moving in or
moving out

Moving in

It’s great to welcome you to our low-carbon heat network community.

We’ll need to know

  • The date you moved in
  • Your full name, date of birth, contact details and your full address
  • Your Direct Debit details (or details of how else you would like to pay)

You can find out more information about Direct Debit and our other payment methods here.

With an online account, you can manage your personal details, make payments online, view your bills and set up a Direct Debit.

Moving out

Saying goodbye is never easy. We want to make your move smooth, no matter where your next adventure leads you.

You can let us know you’re moving out by logging into your online account or by contacting us.

Switching supplier

Since our heat network is integrated into the community, you can’t switch your heating and hot water supplier. You’re protected by:

  • Our Guaranteed Standards of Service
  • Ofgem regultion
  • Heat Trust regulation

Priority Services Register

Join our Priority Services Register for free if you need extra support because of your health, age, disability, or circumstances.

Find out how we can support you if you need extra help.

Is there something else
we can help with?

Making
a complaint

We know it can be frustrating and disappointing if our service isn’t as good as it should be. If you’re unhappy with our service, we want to be able to put it right quickly and smoothly.


How you can complain

Send us a contact form

Chat to us live online

By post: Metropolitan, Driscoll 2, Ellen Street, 
Cardiff, CF10 4BP.

We are not active on social media. Therefore we cannot accept complaints via social media.

We’re here to help

We aim to resolve all complaints within 10 working days.

If English isn’t your first language, we’ll find ways to help us communicate better. This may mean it takes a little longer to resolve your questions.

Our Complaints Process

We’re sorry if you’re unhappy with our service. Here’s what will happen next:

  • Let us know about your complaint as soon as possible.
  • We aim to respond to you in 10 working days in the most appropriate way.
  • If we need more time to investigate, we’ll keep you updated and try to reduce any immediate impact on you.
  • If we can’t resolve things straight away, we’ll escalate your complaint internally.
  • You can ask for a manager to review your complaint at any time.
  • If we’re unable to resolve your complaint, we’ll explain our final position. You may receive a “deadlock letter” (or you can request one), confirming we can’t take things further.

If steps one and two have been followed and you’re still unhappy, you can take your complaint to the Energy Ombudsman if:

  • You’ve received a deadlock letter, or
  • 8 weeks have passed since you first made your complaint

The Energy Ombudsman offers a free and independent review, but only after our complaints process has been completed.

The Energy Ombudsman

If you’re not satisfied with how we’ve dealt with your complaint, you can contact the Energy Ombudsman, a free and independent agency that can help.

Telephone: 0330 440 1624

Website: www.energyombudsman.org

Email: [email protected]

In writing: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF

Our responsibilities

If you’re unhappy with our service, we promise:

  • We’ll get back to you within 10 working days
  • We’ll pause any actions recover an outstanding balance, if your complaint is about our billing
  • We’ll use any feedback to try and improve our service
  • We’ll thoroughly investigate your complaint to determine what’s happened
  • We’ll identify what the problem is and what caused it
  • We’ll find out how we can resolve the problem
  • We’ll determine if there’s anything we can do to stop the problem from happening again
  • We’ll inform you if any Guaranteed Standards of Service or compensation payment is due
  • We’ll say sorry if we made a mistake and explain what went wrong
  • If your complaint was caused by a company policy, we’ll explain it to you
  • We’ll tell you how to escalate your concerns if you’re unhappy with our response to your complaint

Is there something else
we can help with?

Living on a heat network won’t cost more. We make sure our prices are fair, and we’re transparent about how your bills are calculated.


To view your tariffs, please log in to your account.

All-inclusive price

Enjoy simple, stress-free heating with a clear price:

  • Your bill covers everything excluding the electricity consumed by the heat pump – the ambient heat you use, plus repairs, maintenance and replacements
  • No surprise costs for servicing or emergencies
  • No need to worry about breakdowns or big repair bills like with a gas boiler or individual heat pump

It’s heating with total peace of mind — everything taken care of, all in one place.

What you can expect

A better, fairer way to pay for heat.

  • Flexible ways to pay that work for you
  • Fair, transparent pricing, guided by Ofgem
  • At least 31 days notice before any price changes
  • Prices reviewed no more than twice a year
  • Clear, easy to understand bills
  • Support if you’re struggling financially

Is there something else
we can help with?

Living on a heat network won’t cost more. We make sure our prices are fair, and we’re transparent about how your bills are calculated.


To view your tariffs, please log in to your account.

Our price promise

Your heat is provided by a ground source heat pump installed in your home.

The system uses natural heat from deep underground to provide ambient heat to your ground source heat pump, which then boosts the temperature providing space heating and hot water to your home, in an efficient, low‑carbon way. If you use a smart electricity tariff, your system can automatically run more when electricity demand is lower.

Our price promise means you won’t pay more to heat your home than you would if you owned and maintained your own individual air source heat pump*.

*Our price promise is based on the nearest alternative comparator for each network and is based on typical heat consumption in an average home.

All-inclusive price

Enjoy simple, stress-free heating with a clear price:

  • Your bill covers everything (excluding the electricity your heat pump uses) – the ambient heat you use, plus repairs, maintenance and replacements
  • No unexpected costs for servicing, repairs or replacements
  • No need to worry about big repair bills or replacement costs like with a gas boiler or individual air source heat pump

It’s heating with total peace of mind — everything taken care of, all in one place

What you can expect

A better, fairer way to pay for heat.

  • Flexible ways to pay that work for you
  • Fair, transparent pricing, guided by Ofgem
  • At least 31 days notice before any price changes
  • Prices reviewed no more than twice a year
  • Clear, easy to understand bills
  • Support if you’re struggling financially

Is there something else
we can help with?

Living on a heat network won’t cost more. We make sure our prices are fair, and we’re transparent about how your bills are calculated.


To view your tariffs, please log in to your account.

Our price promise

Most of your heat (more than 95%) comes from a high‑efficiency air source heat pump, which uses electricity to collect heat from the outside air.

We mainly produce heat at times when electricity is cheaper and has a lower carbon impact, then store it until you need heating or hot water.

Our price promise means you won’t pay more to heat your home than you would if you owned and maintained your own individual air source heat pump*.

*Our price promise is based on the nearest alternative comparator for each network and is based on typical heat consumption in an average home.

All-inclusive price

Enjoy simple, stress-free heating with a clear price:

  • Your bill covers everything – the heat you use, plus repairs, maintenance and replacements
  • No surprise costs for servicing or emergencies
  • No need to worry about breakdowns or big repair bills like with a gas boiler or individual heat pump

It’s heating with total peace of mind — everything taken care of, all in one place

What you can expect

A better, fairer way to pay for heat.

  • Flexible ways to pay that work for you
  • Fair, transparent pricing, guided by Ofgem
  • At least 31 days notice before any price changes
  • Prices reviewed no more than twice a year
  • Clear, easy to understand bills
  • Support if you’re struggling financially

An all-inclusive price

Is there something else
we can help with?

Living on a heat network won’t cost more. We make sure our prices are fair, and we’re transparent about how your bills are calculated.


To view your tariffs, please log in to your account.

Our price promise

Most of your heat (around 70%) comes from a combined heat and power (CHP) system, which uses natural gas to make electricity and heat at the same time.

This is more efficient than buying electricity from the national grid, which helps reduce carbon emissions. In very cold weather, extra heat is provided by high‑efficiency gas boilers.

Our price promise means you won’t pay more to heat your home than you would if you owned and maintained your own individual gas boiler*.  To check our promise, you can use the Heat Trust Cost Calculator.

*Our price promise is based on the nearest alternative comparator for each network and is based on typical heat consumption in an average home.

All-inclusive price

Enjoy simple, stress-free heating with a clear price:

  • Your bill covers everything – the heat you use, plus repairs, maintenance and replacements
  • No surprise costs for servicing or emergencies
  • No need to worry about breakdowns or big repair bills like with a gas boiler or individual heat pump

It’s heating with total peace of mind —

What you can expect

A better, fairer way to pay for heat.

  • Flexible ways to pay that work for you
  • Fair, transparent pricing, guided by Ofgem
  • At least 31 days notice before any price changes
  • Prices reviewed no more than twice a year
  • Clear, easy to understand bills
  • Support if you’re struggling financially

An all-inclusive price

Is there something else
we can help with?