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.