Metropolitan Uk Reviews 

Our heat meter has been faulty since February 2026. In eight months of calls (May, August, September and October) we have been passed back and forth between Metropolitan and L&Q, each saying the other is responsible. In late August we were promised that the operations team would call within two weeks to arrange the repair - nobody ever did. Yet the finance team rang promptly about our Direct Debit and balance. Quick to collect, slow to fix. We have now made a formal complaint and will take this to the Energy Ombudsman. If you are on a Metropolitan heat network with a similar problem, you can do the same.

Absolutely pathetic service. My supply was stopped for no reason and I whatspped and called. The reply was very slow and ineffective. I am still taking cold water shower and it is lingering for more than one month!

The WhatsApp customer service is useless.
We're in North London.
I raised the question via WhatsApp on 29 May 2026 that my in-house smart meter shows correct credit balance, but the website keeps showing £0.
It then took a day or two to get the first response. But then it's just stuck on checking on my customer details, asking if I need to register priority services etc. I answered all these questions instantly but by 1 Jun we're still not touching the issue I reported ! What I've got is "You can update your Priority Service details online or by contacting us. Do you have any questions about the priority service register?"

Finally I gave up.
I would say this human-assisted customer service is even worse than the basic AI chatbot.

Absolute worst heating supplier, or any energy supplier, I’ve ever had to deal with.

Since Metropolitan took over our flat from the previous heating supplier, the service has been shockingly poor. My account initially showed incorrect meter data which would have caused a materially inflated bill, almost a thousand pound, had I not queried it, and I have since been billed on estimated readings despite having a smart meter. When challenged, they suggested the meter may have fallen out of communication, but offered no clear explanation, no credible fix plan and no timeframe even when the previous supplier didn’t have any issue with it.

Their WhatsApp support is an exhausting runaround: repeated security checks, vulnerability questions, delayed replies and out-of-office messages, while the actual issue remains unresolved days after I first raised it. The effect is that basic questions are repeatedly dodged rather than answered. Even after I submitted a manual reading, it was not reflected promptly and was instead passed for review, causing yet more delay on top of the delays they caused to begin with.

This is not about a one-off billing difference. It is about a supplier that appears unable to manage accurate billing, communicate properly, or take ownership of basic service failures. Deeply frustrating and completely unacceptable.