Save heating,
save money

You could reduce the amount of heating you use and save money on your bills by making some small changes around your home.


If you’re struggling to pay your heat and hot water bills, we may be able to help.

Is there something else
we can help with?

Submitting a
meter reading

If your bill is based on an estimated meter reading, if you provide us with an accurate reading, we can update your bill right away and you’ll see your new balance. 


Sending us a meter reading is the best way to keep your account up to date and ensure you’re paying the correct amount for your heat and hot water usage.

If you’ve used more than you’ve been paying for, you may have to make catch-up payments.

How to submit a meter reading

It’s easy to send us a meter reading, and it will help us make sure you’re only paying for what you use.

The heat meter, usually inside the HIU, records your heat and hot water usage and sends remote readings to us. You can also check it yourself on the HIU’s front screen by looking for the number of kWh.

If you need some help reading your meter

If you’re having trouble reading your heat meter, don’t worry, you can request our engineers to read the meter for you.

Is there something else
we can help with?

We know that one size doesn’t fit all, that’s why we offer a number of different ways to pay.

Direct Debit

Pay As You Go

Pay when you get your monthly bill

Need help with paying your bills? 

We understand that sometimes it can be difficult to find the money to pay for heating your home.

We promise:

  • We’ll do all we can to help
  • We’ll work with you to agree a plan
  • We’ll give you details of places you can get independent advice and support

Is there something else
we can help with?

Priority Services
Register

We understand that we have customers who may need some extra support, so we’ve developed a range of free services to help make it easier for them.


What is the Priority Services Register?

We’re here to support anyone who might need it, whether you’re of State Pension age, living with a disability or long-term illness, dealing with sight or hearing loss, or caring for a child under five. Whether your needs are temporary or ongoing, we’re ready to assist you.

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’ll find the right support for you, no matter your age, health or life circumstances.

We’re constantly reviewing and evolving what we do for our vulnerable customers. Our Vulnerability Customer Strategy details what we’re doing now and in the future to continue to help and support anyone in a vulnerable scenario.

Who we can help?

Joining our Priority Services Register is easy; you can contact us or login to your account to update your preferences.

You’re deaf, hard of hearing or have a sight difficulty

English isn’t your first language

You have a low income or are struggling financially

You’re pregnant or have a child under five years old

You have restricted mobility, or a disability, or you need to use vital medical equipment

You have learning difficulties

You’re experiencing mental heath issues

You’ve gone through a recent bereavement, break-up or job loss

You’re over 65 years old

You have difficulty speaking

If you want extra reassurance when we visit your property

If you need help managing your account

Services we offer

  • We’ll arrange for someone of your choice to help you manage your account
  • We can provide a bill reading service (we’ll send you an audio file of your bill in the post)
  • We can provide bills in large print or braille
  • We’ll work with you to find a flexible payment plan when possible
  • If English isn’t your first language, we can provide translated bills or documents
  • You can change our website to meet your needs
with our Recite Me toolbar
  • We’ll let you know as far in advance as possible if there’s going to be a supply interruption in your area
  • We’ll offer you priority fault repair and provide an alternative supply of heating if the supply is interrupted for more than 12 hours
  • We’ll read your meter within five working days, if you’re finding it tricky and would like our help
  • We’ll never suspend your heating and hot water if you are listed on our Priority Services Register

How to sign up to our Priority Services Register

If you think you need extra help and you’d like to be added to our Priority Services Register, please phone us on 02920 100346, or log in to your online account.

If you want help
managing your account

If you’d like a trusted person to help you with your account, you can nominate them to 
deal with us on your behalf. This can include checking and paying your bills, booking appointments, or making a complaint. Just give us a call or use the third-party nomination form, and we’ll arrange it.

If you want extra reassurance when we visit your property

Unfortunately, sometimes criminals who may pretend to work for utility companies try to gain entry to people’s homes. 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.

If you want help with your heating and hot water bills

We understand that managing bills can be tricky. If you’re worried about paying your bills or need extra support, we’re here to help you. There are a number of ways we can help, including setting up a payment plan, or giving you some breathing space. 

Is there something else
we can help with?

Your bill
explained

Your bill gives lots of information on your usage, payments you’ve made, as well as payments that are due, and more. 
You can even see at a glance how your usage varies over the seasons.


Hover each point () for an explanation.

This is your account number. You will be asked for this number when you contact us.

Your account balance is the total amount of money owed, either to Metropolitan or to you. The word “debit” or “credit” will appear to the left of the sum to show this. Credit means we owe you. Debit means you owe us.

The summary of account displays how your account balance was calculated. This includes your previous balance, the payments you’ve made since, and the new charges from this bill.

This confirms the date your payment is due and how we will collect payment.

This box shows the past 6 payments you have made to Metropolitan.

If you pay by Direct Debit, this will show a forecast of your future payments over the next 6 months.

This shows the billing period for this bill, the meter readings we have for you, and the number of days the bill relates to. This will be used to work out how much you owe to Metropolitan.

This shows the volumetric charges for the services you take from us. Volumetric charges relate to the amount of heat and hot water you have used in kWh per day.

This shows the standing charges for the services you take from us. Standing charges is a fixed daily amount that contributes to the upkeep and management of the heat hub and network.

This gives average usage figures for different sized homes. You can use this to see if you are using more or less than the average UK household.

This chart shows how much heating and hot water you have used over the last 12 months, broken down by month.

This bar graph tracks your average usage per day in kWh, over the last six-month billing periods.

Is there something else
we can help with?