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.

Time	Suggested temperature	Description
From 5am	21°C	Start your morning at a comfortable temperature.
From 9am	18°C	Reduce the temperature during the day to save energy when the room is not being used.
From 4pm	20°C	Preheat the room before you need it for evening comfort.
From 6pm	21°C	Warmer temperature for relaxation during the evening.
From 9pm	20°C	Lower the temperature at night to save energy.
Overnight	18°C	Maintain a minimal temperature during the late hours.

Bedroom

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

Time	Suggested temperature	Description
From 4am	18°C	Start your morning at a comfortable temperature.
From 9am	16°C	Reduce the temperature when the room is empty during the day.
From 6pm	17°C	Set a minimal but comfortable temperature for early evening.
From 8pm	18°C	Warmer setting for evening relaxation if using the bedroom.
From 10pm	16°C	Cooler temperature for optimal sleep.
From 11pm	15°C	Minimal 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.

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How is your bill
calculated?

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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.

Electricity used – charged by your electricity supplier

The heat pump located in your home utilises the ambient heat produced by the network and uses your home’s electricity supply to boost the temperature providing your home with space heating and hot water. You’ll pay for the electricity your heat pump uses to warm your home. This charge will be included in your electricity bill. This will be a volumetric rate in kWh. Your electricity bill depends on your provider’s rate and how much you use heating.

You can choose your electricity provider as normal.

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.

Find out more

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.

Find out more

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Making
a complaint

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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

By telephone: 02920 100346.
We’ll aim to resolve your complaint there and then.

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.

Our Complaints Process

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

Step 1

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.

Step 2:

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.

Step 3:

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

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Your tariffs

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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

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Moving in or
moving out

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Moving in

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

Create an account

We’ll need to know

The date you moved in
The meter readings from when you moved in (if possible)
Your full name, date of birth, contact details and 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.

Payment methods

With an online account, you can manage your personal details, monitor your usage, and make payments online.

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.

What we’ll do

We’ll agree with you how we’ll get a final meter reading
We’ll read your meter on the day of your move, as long as you give us at least two working days’ notice
We’ll send you your final bill within five working days of your move date

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 regulation
Heat Trust registration

How we are regulated

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.

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Your heat
equipment
explained

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Your low-carbon home

Instead of a traditional gas boiler or individual air source heat pump, your heating and hot water are powered by an Ambient Loop Heat Network and a Water Source Heat Pump.

Your home still heats up just as you’d expect. It’s now cleaner, safer, and ready for the future.

By using a Water Source Heat Pump instead of an individual gas boiler or air source heat pump:

Less carbon is released into the air
Homes rely less on fossil fuels
Heating can be generated in a more efficient way

As gas boilers are phased out, our heat networks provide an alternative low‑carbon solution to individual air source heat pumps.

The equipment in your home

Water source heat pump

The heat pump is a quiet and discreet unit. It uses heat generated from a large air source heat pump and then boosts that heat using your home’s electricity supply to provide space heating and hot water.

The heat pump delivers heat via your underfloor heating or fan coil units (or radiators if applicable in your home). It also provides hot water to your home.

The heat pumps are very efficient. For every 1 kWh of electricity used, they generate 3 – 4 kWh’s of heat.

We maintain the heat pump and carry out a service every two years.

Heat meter

An independent heat meter measures the ambient heat your water source heat pump receives. It connects to a smart metering system, so we can read it remotely. This means your bills reflect actual usage. The electricity consumed by your water source heat pump is metered and billed by your electricity supplier.

Thermostats

You stay in full control of your comfort with thermostats.

Your system lets you set different temperatures for each zone or room. This is efficient as you can heat only the rooms in use, rather than the entire house.

Fan coil units (If applicable in your home)

If you have heating and cooling in your home, you will have fan coil units.

In this case, the heat pump will deliver hot water to your fan coil units, and hot water to your taps, showers and baths. It will also send cool water to your fan coil units when in cooling mode. The fan coil units circulate warm or cool air through the room.

Making sure everything runs smoothly

Being on our Ambient Loop heat networks gives you peace of mind.

We service your heat pump every two years. This keeps it working efficiently, safely, and reliably. We’ll always reach out first to set up a convenient appointment.

Inclusive servicing fees
No call‑out charges
No separate maintenance contracts to arrange

This is all included in the cost you already pay to us.

If you had a traditional gas boiler or individual air source heat pump, you’d usually need to arrange and pay for servicing and replacement yourself – on top of your energy bills. With our water source heat pump, there are no unexpected costs.

Responsibility of the network

We are responsible for:

The heat network including pipework
The heat pump
Large air source heat pump
FCUS (if applicable in your home)

We service your heat pump every two years, so you have complete peace of mind.

You or your landlord are responsible for:

Everything after the outlet from your water source heat pump, including:

Pipework and valves
Water outlets
Thermostat
Radiators and/or underfloor heating (if applicable in your home)

Find out more about Underfloor Heating here.

Underfloor Heating explained

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Our guaranteed
service standards

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We know you need to be able to rely on us. That’s why we guarantee minimum standards of service. Our standards are aligned with Heat Trust recommendations, although we think we can work harder for you. So, in some cases our promises exceed what the Heat Trust asks us to do.

If we don’t meet the promised standards, let us know and we’ll put things right.

We’re a proud member of the Heat Trust; an industry body providing consumer protection for residential customers living on heat networks within the UK.

Making appointments

Your account

Payment arrangements

Complaints

If your heating isn’t working

Planned interruptions

We’ll notify you at least 48 hours in advance if we need to turn off your heat supply. We’ll let you know when we expect to restore it and if we need to enter your home.
If we fail to notify you or don’t restore the supply on time, we’ll credit your account with £10.
If the interruption lasts more than five days, you’ll receive £45 for each additional 24-hour period without heat, starting from the sixth day, up to a maximum of £775.

Unplanned interruptions

We promise to restore your heating and/or hot water within 24 hours of you letting us know it’s unexpectedly stopped working.
If it takes longer than 24 hours, we’ll credit your account with £45 for every 24-hour period without service, up to £775.
If you experience 4 or more unplanned interruptions, each lasting over 12 hours in a year, we’ll pay you £85.
We won’t make payments if the outage is due to third-party damage.

How we’ll pay
We’ll make any payments due to you by adding a credit to your account. If we don’t credit your account within 20 working days of the date your heating supply was interrupted, we’ll usually make an additional payment of £10. Sometimes we may not know that the heating in your home stopped working. If this happens, we won’t credit you automatically and you’ll need to let us know. You have three months from when the interruption happened to get in touch by calling 02920 100346 and make a claim.

If an interruption lasts over 12 hours, we’ll ensure our registered vulnerable customers get an alternative heat supply. If we fail to do this, we’ll pay £35. Let us know if anyone in your home needs extra support. We’ll always try to inform you about supply restrictions, where to get alternative heat, and who to contact for more information.

If you have a serious leak

We’ll arrive within 4 hours if you report a serious leak in your home’s heating system.
We promise to fix serious leaks within 24 hours of your call.
Non emergency leaks will be fixed within 5 working days.

If you spot a problem

We’ll visit within 7 days if you report a problem which doesn’t stop your heating or hot water working.
After inspecting the system, we’ll inform you about the estimated repair time.

Please note: We may not make payments for supply interruption where:
a) We have offered to visit your property to resolve a supply issue, but you have asked us to come at a time that means we can’t fix the fault within the promised timescales; or b)Your HIU hasn’t been serviced within the last 24 months, even though we have asked you to make an appointment, and the interruption has been caused by a problem with the HIU.

If you have a problem with your heating and hot water due to your Water Source Heat Pump

If you experience a loss of heat and hot water, and it is due to your WSHP, we will not be aware unless you report this to us. To access heating in an emergency, please activate the ‘emergency’ mode and it will temporarily restore your heat and hot water supply. We will not be responsible for any additional charges occurred for electricity when it is in emergency mode. As soon as you notify us of your WSHP not working, we will arrange for it to be fixed.

Temperature and flow rate

Standards for cooling

Direct debits and standing orders

Court claims

Exceptions

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How are we
regulated?

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We want you to feel confident and cared for when it comes to pricing and service – we’re already committed to meeting the highest standard of customer care and fairness.

How you are protected

Ofgem regulates Heat Networks, so you can trust that we’ll always work hard for you. All our networks are registered with Heat Trust, offering you peace of mind and a reliable service.

Heat Trust is a voluntary scheme that protects customers whose homes are connected to a community heat network. It sets clear standards for service and customer care, so you receive fair, transparent, and good-value service.

Find out more information about Heat Trust.

Ofgem

Heat Trust

What you can expect from us

We recognise that we are in a position of responsibility and we take this very seriously. Metropolitan has been providing heat to thousands of homes and businesses for many years.

Exceptional customer service from our UK-based team.
Quick and fair resolution if anything goes wrong. Access to an independent complaint-handling service.
Your feedback matters to us. We always aim to improve our service based on your comments.

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What are ambient
loop heat networks?

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Cleaner, greener heating

Most traditional heating systems rely on burning gas to create heat. Our ambient loop system is different.

Your heating will work just as you’d expect, but with the benefit of no gas in your home. Instead, our heat network uses renewable heat from the air and delivers it efficiently to homes, helping to reduce carbon emissions, improve energy efficiency, and support the transition away from fossil fuels.

Every 1 kWh of electricity generates 3 to 4 kWh of heating – providing 100% heating and hot water needs throughout the year. That is…

3-4 times

more efficient than gas. This means more heat is produced using less energy, helping keep running costs lower.

What is an Ambient Loop Heat Network?

Instead of each home relying on a gas boiler, heat is taken from the air by a central air source heat pump and circulated at a steady, low (ambient) temperature through insulated pipes. Each home then uses a small, efficient heat pump to raise that ambient heat to the temperature needed for space heating and hot water in your home.

This approach combines the benefits of centralised renewable energy with individual, in‑home control.

How the Ambient Loop Heat Network works

1. Collecting heat from the air

A central large-scale Air Source Heat Pump absorbs heat from the outside air. Even on cold days, there is still heat in the air.

2. The Ambient Loop Heat Network

The heat generated by the large scale air source heat pumps is circulated around the building through a closed loop of insulated pipes filled with water to your homes water source heat pump.

3. The Water Source Heat Pump

Inside your home is a Water Source Heat Pump. This heat pump uses electricity to boost the temperature to the level needed to provide heat and hot water to your home.

Large-scale air source heat pump

High-efficiency, flow-and-return pipe network.

Water Source Heat Pump and hot water cylinder

Why Ambient Loop heating is more efficient than gas

Uses renewable heat

Unlike gas boilers, which burn fossil fuels to create heat, Ambient Loop systems capture renewable energy from the air. This reduces carbon emissions and supports national net‑zero targets.

More efficient

Heat pumps are highly efficient because they move heat rather than generate it. For every unit of electricity used, a heat pump can typically deliver three to four units of heat. This level of efficiency is far higher than traditional gas boilers.

Lower heat losses

Because the Ambient Loop operates at a lower temperature than conventional heat networks, much less heat is lost as water travels through the pipes.

No combustion in the home

There is no gas burning inside the property. This removes flues, reduces maintenance needs, and improves indoor air quality.

Benefits of Ambient Loop Heat Networks

Heating all year round

The Ambient Loop provides a consistent heat source, whatever the weather outside.

Individual control

Your heat pump is connected to your own electricity meter. You only pay for the electricity your heat pump uses to boost the hot water in your central heating system.

Energy efficient

For every 1 unit of electricity used by your heat pump, it can produce 3 to 4 units of heat, making it more efficient than a gas.

Better for the environment

Because Ambient Loop Heat Networks don’t use gas, they create less carbon emissions, supporting greener living.

Maintained by us

We’ll service your heat pump every two years. All servicing, repairs and replacements are included in our service at no extra cost to you, so there’s no unexpected bills to worry about.

Future proofed

As the UK electricity grid becomes greener, your heating becomes even more eco-friendly without you having to change a thing.

Supporting low-carbon and the Future Homes Standard

Ambient Loop Heat Networks play a key role in supporting the UK’s transition away from fossil fuels:

They align with the UK’s Net Zero 2050 targets by eliminating fossil fuel use for heating
They are compatible with the Future Homes Standard, which aims to significantly reduce carbon emissions from new homes and avoid reliance on gas heating

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Help with
paying your bills

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We know that sometimes it can be difficult to find the money to pay for bills. Please get in touch if you’re struggling to pay and we promise we’ll do all we can to help.

If you’re worried about your finances, you can chat online to our dedicated financial support team by clicking the button below.

Chat with our financial support team

Breathing space

If you need some time to get back on your feet, we might be able to pause your payments for a short while. You may be eligible if you’ve had a change in personal circumstances with an unexpected impact on your income, such as illness, redundancy, or bereavement.

If you’d like to benefit from Breathing Space, contact an independent financial advice company. We’ve listed some of them below.

Payment plans

A payment plan can help spread the cost of your heating and hot water over flexible payment periods to make it more manageable.

We’ll work with you to understand what you can afford and find the best payment plan. Together, we’ll agree on a fixed monthly amount to be paid over a set period.

Part of the money will go towards repaying your debt, and part will cover your current heating and hot water usage. This way, you can gradually pay off what you owe.

Benefits Calculator

Are you receiving all the benefits you’re entitled to?

Turn2us are a National charity who help people when times are tough. Use their Benefits Calculator to find out which welfare benefits you may be entitled to to maximise your income.

Benefits Calculator

Free and independent Advice

These organisations offer confidential support and free advice to help you manage your finances

Step Change

Citizens Advice

Money and Pensions Service

National Debt Line

Scope

Leasehold Advisory Service (LEASE)

First-tier Tribunal (Property Chamber)

Regulator of Social Housing (England)

If you have an outstanding balance

Daily standing charges will be added to your account even if you’re not using heating or hot water. While we’ll do all we can to help, you do still need to pay for the service you use.

If you have an outstanding balance, we’ll send reminders. If you don’t respond, we may take further action to recover the money you owe, which could include:

Asking a debt collection agency to recover the money
Asking the County Court to issue a claim against you
Switching you to Pay As You Go or disconnect your service

Did you know about our Priority Services Register?

We know some customers need extra help due to disabilities, vulnerabilities or changing/challenging circumstances. There are ways we can help.

Learn more

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Underfloor heating