You can let us know online or by contacting our Customer Services team five days prior to the move. One of our advisors will be happy to help.
Don't worry. Just call our Customer Services team and they will change the account details for your property.
We may need to recalculate your charges. Make sure you have followed our advice from the moving in or out section on the website and gave us your meter readings on the day you moved in. Then contact us on 02920 100346 and we will investigate this for you.
If you are a Pay As You Go customer, you will need to apply credit to your account before using your Metropolitan services. For all other customers, payments are collected monthly by Direct Debit. Business customers can choose to pay their charges in monthly instalments, either by Direct Debit or bank transfer.
Metropolitan charges are based on the actual usage shown on your meter as well as an additional fixed standing charge that reflects the property’s contribution to the upkeep and management of the district energy network. We review and determine this charge periodically by considering wholesale energy costs and fluctuations in the energy market.
Metropolitan offers various flexible payment options to suit your household needs.
These include:
Metropolitan are in compliance with the payment card industry data security standard (PCI). PCI is a set of requirements with which all businesses who take credit or debit card payments must comply.
We understand that sometimes it is difficult to manage all of your financial outgoings. If you are having difficulty paying, please contact us on 02920 100346, as soon as possible to discuss alternative payment options. We are here to help.
If you think your charges are too high or even too low, please contact our Customer Services team who will be happy to help.
After logging into 'Your Account' select 'Make a Payment' from the menu on the right-hand side of your screen.
Next you will need to select the card type you wish to use and the amount you wish to pay. You can choose to pay the outstanding balance or an amount of your choosing.
You will be taken to a secure page, provided by Barclaycard, to enter your card details and make your payment.
Once your payment is authorised, please wait to be redirected to your account so that your payment is allocated correctly.
You can view payments made through the 'Your Payments' section of your online account.
To locate a missing payment, please call our customer services team on 02920 100346, send us a contact form, or get in touch using webchat. We will need some details including the amount of the payment and the date on which it was made.
If we are unable to locate the payment, we may request further proof from you such as a bank statement.
If you suspect that the Meter or Home Display Unit is faulty, you can contact us on 02920 100346 and request that we test it. The Meter and/or Home Display Unit will be tested and, if and when necessary, removed and replaced.
Your Meter serial number can be found on a label on the side of your Heat Interchange Unit, a large white box normally located in a store cupboard.
Our technology allows us to remotely read your Meter without requiring access to your home. The only time we may require access, is if there is an issue gathering your reading automatically, in which case, we may need to take a manual reading until the problem is resolved.
Metropolitan operates a Price Promise Policy. We believe that our customers should pay no more for services from a district energy network that they would by a traditional solution. We benchmark our prices against the Heat Trust Cost Calculator to ensure you pay a competitive price. If we do have to change your charges, we will notify you at least 31 days before they are introduced.
Metropolitan reads your meter remotely; this means you will only be charged for the services that you use. The equipment in your property contains a smart meter that delivers your meter readings to our expert teams.
Your Metropolitan charges are made up of two main elements:
The charges are subject to periodic reviews, which will reflect fluctuations in underlying input fuel costs and inflation.
You cannot choose a district heating supplier in the same way as you can choose a gas and electricity supplier - at the moment, all customers are charged by the company that owns the network that their property is connected to, similar to the way that water companies operate.
Pay as You Go is an available option on some of our sites but not all. Please refer to the ‘Ways to Pay’ document in the `Your Documents` section of your customer account. To view this document please sign in.
A Pay As You Go account could suit your household if you want an easier way to control your energy consumption and budget. Our Pay As You Go service allows you to pre-pay for your services rather than accumulating charges that must be paid monthly. This means you can budget and keep track of what you are spending.
This is a simple remote transfer that can be completed by contacting our customer services team on 02920 100346. However, this transfer will be dependent on passing a full credit check and all debt accumulated with Metropolitan must have been cleared before making the transfer.
The occupier is responsible for paying the charges, unless another person, such as the landlord of the property has previously agreed to pay for the charges incurred.
Daily standing charges (where shown) are payable whether or not heat is consumed at your property.
Customers, who wish to do so, may nominate an authorised third party to help them manage their Metropolitan account.
This person can:
Delivering an excellent customer experience is at the heart of the Metropolitan team and we understand that, to meet your individual needs, we must adapt the way we service your account.
If you are of pensionable age, chronically sick or registered disabled we can place you on our Vulnerability Register and update your Metropolitan account to include any specific requirements. If you would like more information about our service or how we can support you, please call us on 02920 100346.
Please direct your complaints to our Customer Service team on 02920 100346, or use our Contact Us page. Our dedicated team are prepared to ensure that your complaint is dealt with quickly, efficiently and in line with our Customer Complaints Procedure. This means we will respond to all complaints made within 10 working days.
Unfortunately there are criminals who may pretend to work for utility companies to gain entry to your home. These are known as 'bogus callers'.
Please bear in mind that it is very rare for us to visit your home without making an appointment and, if we do call by, all of our employees and contractors will carry ID cards with their picture on it. Ask to see the ID card before letting them into your home. If you are unsure then don't hesitate to call us on 02920 100346 and we can then confirm their identity. DO NOT phone any other number that the visitor may give you.
Our team at Metropolitan understands the importance of a good quality service. We are committed to building our customers' confidence and trust.
As such, there are certain standards that we will always strive to meet on your behalf. These include, but are not limited to:
Please download our Guaranteed Standards Scheme for more information.
ISPL (Independent Service Provider Ltd) trading as 'Metropolitan' are the supplier of district energy to your property.
You can let us know online or by contacting our Customer Services team five days prior to the move. One of our advisors will be happy to help.
Don't worry. Just call our Customer Services team and they will change the account details for your property.
We may need to recalculate your charges. Make sure you have followed our advice from the moving in or out section on the website and gave us your meter readings on the day you moved in. Then contact us on 02920 100346 and we will investigate this for you.
If you are a Pay As You Go customer, you will need to apply credit to your account before using your Metropolitan services. For all other customers, payments are collected monthly by Direct Debit. Business customers can choose to pay their charges in monthly instalments, either by Direct Debit or bank transfer.
Metropolitan charges are based on the actual usage shown on your meter as well as an additional fixed standing charge that reflects the property’s contribution to the upkeep and management of the district energy network. We review and determine this charge periodically by considering wholesale energy costs and fluctuations in the energy market.
Metropolitan offers various flexible payment options to suit your household needs.
These include:
Metropolitan are in compliance with the payment card industry data security standard (PCI). PCI is a set of requirements with which all businesses who take credit or debit card payments must comply.
We understand that sometimes it is difficult to manage all of your financial outgoings. If you are having difficulty paying, please contact us on 02920 100346, as soon as possible to discuss alternative payment options. We are here to help.
If you think your charges are too high or even too low, please contact our Customer Services team who will be happy to help.
After logging into 'Your Account' select 'Make a Payment' from the menu on the right-hand side of your screen.
Next you will need to select the card type you wish to use and the amount you wish to pay. You can choose to pay the outstanding balance or an amount of your choosing.
You will be taken to a secure page, provided by Barclaycard, to enter your card details and make your payment.
Once your payment is authorised, please wait to be redirected to your account so that your payment is allocated correctly.
You can view payments made through the 'Your Payments' section of your online account.
To locate a missing payment, please call our customer services team on 02920 100346, send us a contact form, or get in touch using webchat. We will need some details including the amount of the payment and the date on which it was made.
If we are unable to locate the payment, we may request further proof from you such as a bank statement.
If you suspect that the Meter or Home Display Unit is faulty, you can contact us on 02920 100346 and request that we test it. The Meter and/or Home Display Unit will be tested and, if and when necessary, removed and replaced.
Your Meter serial number can be found on a label on the side of your Heat Interchange Unit, a large white box normally located in a store cupboard.
Our technology allows us to remotely read your Meter without requiring access to your home. The only time we may require access, is if there is an issue gathering your reading automatically, in which case, we may need to take a manual reading until the problem is resolved.
Metropolitan operates a Price Promise Policy. We believe that our customers should pay no more for services from a district energy network that they would by a traditional solution. We benchmark our prices against the Heat Trust Cost Calculator to ensure you pay a competitive price. If we do have to change your charges, we will notify you at least 31 days before they are introduced.
Metropolitan reads your meter remotely; this means you will only be charged for the services that you use. The equipment in your property contains a smart meter that delivers your meter readings to our expert teams.
Your Metropolitan charges are made up of two main elements:
The charges are subject to periodic reviews, which will reflect fluctuations in underlying input fuel costs and inflation.
You cannot choose a district heating supplier in the same way as you can choose a gas and electricity supplier - at the moment, all customers are charged by the company that owns the network that their property is connected to, similar to the way that water companies operate.
Pay as You Go is an available option on some of our sites but not all. Please refer to the ‘Ways to Pay’ document in the `Your Documents` section of your customer account. To view this document please sign in.
A Pay As You Go account could suit your household if you want an easier way to control your energy consumption and budget. Our Pay As You Go service allows you to pre-pay for your services rather than accumulating charges that must be paid monthly. This means you can budget and keep track of what you are spending.
This is a simple remote transfer that can be completed by contacting our customer services team on 02920 100346. However, this transfer will be dependent on passing a full credit check and all debt accumulated with Metropolitan must have been cleared before making the transfer.
The occupier is responsible for paying the charges, unless another person, such as the landlord of the property has previously agreed to pay for the charges incurred.
Daily standing charges (where shown) are payable whether or not heat is consumed at your property.
Customers, who wish to do so, may nominate an authorised third party to help them manage their Metropolitan account.
This person can:
Delivering an excellent customer experience is at the heart of the Metropolitan team and we understand that, to meet your individual needs, we must adapt the way we service your account.
If you are of pensionable age, chronically sick or registered disabled we can place you on our Vulnerability Register and update your Metropolitan account to include any specific requirements. If you would like more information about our service or how we can support you, please call us on 02920 100346.
Please direct your complaints to our Customer Service team on 02920 100346, or use our Contact Us page. Our dedicated team are prepared to ensure that your complaint is dealt with quickly, efficiently and in line with our Customer Complaints Procedure. This means we will respond to all complaints made within 10 working days.
Unfortunately there are criminals who may pretend to work for utility companies to gain entry to your home. These are known as 'bogus callers'.
Please bear in mind that it is very rare for us to visit your home without making an appointment and, if we do call by, all of our employees and contractors will carry ID cards with their picture on it. Ask to see the ID card before letting them into your home. If you are unsure then don't hesitate to call us on 02920 100346 and we can then confirm their identity. DO NOT phone any other number that the visitor may give you.
Our team at Metropolitan understands the importance of a good quality service. We are committed to building our customers' confidence and trust.
As such, there are certain standards that we will always strive to meet on your behalf. These include, but are not limited to:
Please download our Guaranteed Standards Scheme for more information.
ISPL (Independent Service Provider Ltd) trading as 'Metropolitan' are the supplier of district energy to your property.
