- How do I sign up to e-billing?You can request to sign up to e-billing via your online account or call our Customer Experience Centre for free on 0800 574 574.
A valid email address will be required and a check will be made to validate it with you.
- How do I pay my bill?For domestic customers
We accept card payments over the telephone, bank transfers via your bank account or online payments through My Account.
Customers can also set up a fixed fee monthly direct debit with us to help spread the cost over the year or a variable monthly direct debit to clear their account in full
Please call our customer experience centre free on 0800 574 574 to arrange this.
For business customers
We can offer credit terms, should your credit report support it
Our standard credit terms are 14 days
Upon request we can also agree a cash with order account
Please call our customer experience centre team on 0800 574 574 or our credit control team on 0845 050 0056 so they can help you.
- My account is in credit how do I get the money back?The easiest way to request and arrange a refund is to call our credit control department on 0845 050 0056.
In most cases, a refund back to your original payment method is preferred (for card payments and direct debit) or a refund is sent out by cheque.
All customer accounts are reviewed every 12 months as standard. We will contact you to let you know if your account is in credit.
You can choose a refund or leave the balance on your account for future use.
Providing any outstanding queries on your account are resolved, you should expect your refund to be received within 14 days from the initial request.
- I was told I would receive a delivery but its not turned up?We're sorry that we've not delivered when we said we would. This could be due to issues out of our control, for example a tanker breaking down or us being unable to access your premises.
Please ensure that you have notified us of any specific gate entry codes so that we can make the delivery. We may not need to deliver to you yet based on the reading you have provided and your usage history, so we will deliver at the most efficient time to ensure we keep your tank topped up.
You can request SMS messages to confirm delivery dates and notifications of any delays to your delivery date by calling us on 0800 574 574.
If you require further assistance regarding your delivery please contact a member of our team on 0800 574 574.
- I can't log on to my online account?if you've forgotten your password to your online account, don't worry! Just click the forgotten password link and enter your email address to be sent a link to re-confirm a password and then you'll be able to log back in.
If the email address you entered has not been registered or you have recently changed it, or are still hvaing trouble loggin in, then please contact us so that we can fix this for you.
- How can I order my LPG?Bulk, cylinders, both: whatever your supply you can place orders quickly and easily by phoning 0800 574 574, or by going online to your My Account portal.