Our Vulnerability Register

If you are a residential customer who is of pensionable age, disabled or chronically sick, or a residential customer with a person living at the Supply Address who is of pensionable age, disabled, chronically sick or under five (5) years old, and in each case registered with us, we can place you on our Vulnerability Register.

We can give you extra help like:

  • Provisions when the supply is interrupted.
  • Protection from cold callers with a password protection scheme.
  • Talking, Braille or Large Print bills for those with visual impairments.
  • Alternative ways of getting information.
  • Priority in emergency situations and priority fault repair.
  • Arrangements for your payments to be managed and discussed by someone else.
  • Alternative payment methods
Find out more by reading our Vulnerable Customer guide

Nomination Scheme

Customers, who wish to do so, may nominate an authorised third party to help them manage their Metropolitan account.

This person can:

  • Be the person to whom your annual statements are sent.
  • Be the person to whom any enquiry is made in the event of there being unpaid charges on the account.
  • Make payments on your behalf, although they will not be held legally liable for the charges.

For more information, login to your account or contact us.

Next Generation Text Service (NGTS) / Relay Assist

Customers with hearing and speech-impairments are able to speak to Metropolitan using either NGTS or relay assist.

If on telephone calls you can’t hear the other person or they can’t understand what you say, NGTS can help.

By using a smartphone, tablet, or computer to make a phone call, you can type to a relay assistant who will speak your words to the recipient. The relay assistant will type their response so you can read what they say.

Textphone users needing to call the emergency services (police, fire, ambulance or coast guard) should dial 18000.

To find out more, please visit www.ngts.org.uk