How are we
regulated?

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 will regulate Heat Networks from 2025, giving you reassurance that we’ll always do our best for you. Until then, all our networks are registered with Heat Trust, offering you peace of mind and a reliable service.

Heat Trust is a voluntary scheme designed to protect customers like you, whose homes are served by a community heat network. It’s an independent consumer champion and sets out standards of service and customer care to ensure you get a fair, transparent, good-value service, and enjoy the benefits of being on a heat network. It also provides a way to resolve complaints independently through the Energy Ombudsman.

Find out more information about 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 delivering heat networks 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, with access to an independent complaint-handling service.
  • Your feedback matters to us; we’re always striving to improve our service based on what you tell us.

Is there something else
we can help with?