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.
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?
This is a daily fee. It covers the cost of keeping your heating system and the heat network safe, reliable and efficient all year, even when not in use, including servicing your heat pump every two years.
It also covers the costs of replacing all equipment at the end of its life, meaning you’ll never have any unexpected charges.
Unlike a traditional boiler/Air Source Heat Pump, you won’t need to arrange or pay separately for servicing, repairs, or replacements. It’s all taken care of for you.
Why does my bill change from month to month?
Your standing charge stays the same (except when your tariff is changed). However, your bill can go up or down based on your heat usage.
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.
Why is my bill higher than expected?
Your bill can be higher if:
- you’ve used more heating or hot water, especially in colder weather
- a recent payment hasn’t yet been included
- earlier low usage means later bills feel higher
Your bill is made up of a standing charge and your actual usage. If something doesn’t look right, get in touch and we will look into it.
Why hasn’t my payment shown on my account or meter?
Payments can take a short time to appear, depending on how you paid.
- Card payments and top‑ups usually show the same day, but can take up to 24 hours
- Bank transfers can take 2–3 working days
- If your meter isn’t communicating at the time, the credit may be delayed but won’t be lost
If your bank shows the payment has left your account and it’s been longer than this, contact us and we’ll check it for you.
Why am I being billed on estimates instead of actual readings?
We use estimated reads when we can’t get a meter reading. This can happen if the meter temporarily loses communication or the system is being worked on.
You can submit your meter reading online, or you can contact us with your reading. We’ll add it to your account.
How do I setup, change, or fix my Direct Debit?
You can set up or change your Direct Debit at any time in your online account or by contacting us.
- Update your bank details
- Change your payment date
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.
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.
