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.
For every 1 kWh of electricity used, the system produces around 3–4 kWh of heat.
You will receive two separate bills –
Heat from Metropolitan and electricity from your supplier
FAQs
Why do I receive two bills?
You will get one bill from us for the monthly heating charge – you are charged one month in advance, similar to a mobile phone bill. You’ll also receive a bill from your electricity supplier for the power used by the heat pump. This is normal for ground source heat pump systems.
What does the fixed monthly cost include?
This charge covers:
All inclusive maintenance, servicing and replacement of the heat pump and network including the boreholes.
Why don’t I pay you for daily usage?
We don’t charge a volumetric rate for the ground source network. You’ll receive bills from your chosen electricity company for the electricity the heat pump uses to boost the ambient heat from the ground. When you adjust the temperature or use heating or hot water, the system uses electricity. This will be measured and billed in kWh by your electricity supplier.
How much electricity does the heat pump use?
Electricity use depends on how much heating and hot water you use. Heat pumps are very efficient. They generate around 3–4 units of heat for each unit of electricity used.
Do I have to use a specific electricity supplier?
No. You can pick any electricity supplier you like.
Who is responsible for servicing and repairs?
We are. We service your heat pump every two years, and we include all servicing and repair charges within the daily standing charge element of your heat bill.
What are the ways to pay?
- Direct Debit – Trust Direct Debit to put you in control of your bills; effortless payments, every time.
- By phone – Call us on 02920 100346 (24 hours a day, 7 days a week)
- Online – Once you’ve set up an online account, you can manage your personal details, view your bills and pay online.
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.
