Frequently asked questions
All FAQs
- How do I connect my butane cylinder?All Flogas butane cylinders have either a 20mm or 21mm valve, so they need be fitted with the correct clip-on regulator. You can double check the size of the regulator by looking on the inside of the regulator. Different heaters are supplied with different types of regulators, so refer to the heaters instructions if you are using a different regulator. Make sure the hose coming from the heater is correctly connected to the regulator and they are clean and not damaged. Make sure the switch on the regulator is in the off position. Turn clockwise into the 3 o’clock position. Remove the protective cap from the gas cylinder Place the regulator onto the valve and press down firmly until you hear a metallic click signifying the collar has locked onto the valve. We recommend connecting your gas bottle outside of the portable heater and only placing it inside when it’s ready to use To start using your heater, turn the regulator anti-clockwise so it’s in the 12 o’clock position. The gas is now on. Light your portable heater as advised by the manufacturer’s instructions. When you’ve finished using your heater, turn the switch on the regulator clockwise to the 3 o’clock position to turn the heater off. We recommend turning the heater off at the regulator every time, this will burn off any residual gas left in the heater. If your heater has a power switch, you can also turn this off. If you need to change your empty gas bottle, turn off the regulator and push in the button on the regulator to easily lift it off the bottle. It is now safe to replace your gas bottle. For more information watch our video here
- How do I connect my propane cylinder?These cylinders are supplied in standard red or in green leisure gas cylinders. Standard Red: A variety of pressure regulators or hose assemblies can be connected to the cylinder valve, but the regulator connection is the same - UK POL 5/8” LH male. First, ensure the POL thread is clean and undamaged and then offer up to the cylinder valve. The connection is left hand to tighten, right hand to disconnect. Care should be taken to select the correct direction! A spanner will be required to ensure gas soundness is achieved by the final firm ‘nip’ to tighten onto the valve thread. It is advisable to perform a leak test with a simple soap solution. If bubbles form around the valve, consider tightening the nut further but not with excessive force. If bubbles continue to form, it would be advisable to replace the regulator as permanent damage will have been caused to the POL. Once the regulator has been connected the cylinder valve can be turned on. Green Leisure: The connection or disconnection of the regulator for this cylinder is the same as for butane cylinders. The only difference is the cylinder valve size which in this instance is 27mm. Proceed as instructed for butane cylinder connection or disconnection
- How do I connect a leisure green cylinder?Green leisure cylinders have a 27mm valve, so they need to be fitted with the correct clip-on regulator. You can double check the size of the regulator by looking on the inside of the regulator. Make sure the switch on the regulator is in the off position. Turn clockwise into the 3 o’clock position. Remove the protective cap from the gas cylinder Place the regulator onto the valve and press down firmly until you hear a metallic click signifying the collar has locked onto the valve. To start using your cylinder, turn the regulator anti-clockwise so it’s in the 12 o’clock position. The gas is now on. When you’ve finished, turn the switch on the regulator clockwise to the 3 o’clock position. If you need to change your empty gas bottle, turn off the regulator and push in the button on the regulator to easily lift it off the bottle. It is now safe to replace your gas bottle. For more information watch our video here.
- How do I know when to place my next order for my gas appliance?Any gas appliance will have a power rating (in BTUs or KWs) stated on its data badge. This shows how many grams (or kilograms) of gas per hour is used. So it will be possible to calculate approximately how long an cylinder will last on a particular appliance, depending on the heat setting is selected. A typical cabinet heater for example will take approximately 118 hours to consume 13kgs of gas if operated continuously on its lowest setting. Depending on the appliance there are also a number of ways to detect when gas is getting low in the cylinder as follows: For high heat output appliances (like industrial forced air heaters) the normal operation and efficiency of the appliance will begin to diminish and the burner sound drop. A band of frosting or heavy condensation may also appear on the cylinder(s) For butane appliances (like a infrared cabinet heater) the flame intensity will drop on the ceramic plaques and the pilot burner flame will begin to ‘lift’, indicating a weak air gas mixture, and become noisy in operation. If you are a regular gas cylinder user then a pattern of usage would be a guide for when a replacement is due, e.g. a cycle of a cylinder every 3 or 4 weeks.
- How do I know what size regulator I need for my appliance?Most appliances will have a regulator fitted during production and therefore the need to select the correct regulator will be unnecessary. However, where an appliance has, for some reason no regulator fitted, care and caution is required to replace the original with the correct substitute. Please note that it may be extremely dangerous to operate an appliance on the wrong regulator. A low pressure appliance for example fitted with a high pressure regulator could have serious consequences, either risk of fire and or injury. An appliance which should be operated with a high pressure regulator but has been fitted with low pressure control will not burn efficiently and will produce the results of incomplete combustion - carbon monoxide - hence a serious health and safety hazard. It is therefore important to inspect the data badge which should be present on all gas appliances in order to determine the correct pressure required for the appliance and its power rating in BTUs or kWs. Once this has been established we will be in a position to advise what regulator is appropriate and safe to use. Please contact us or email [email protected]
- How do I disconnect a butane cylinder?Turn the control lever from the vertical (on position) to the horizontal (off position). With hand over the regulator, place thumb against central spindle/shaft of control lever and press firmly towards the body of the regulator. This will release the locking collar from the cylinder valve and regulator should spring away. The cylinder can then be removed for the replacement cylinder to be positioned.
- How do I disconnect a standard red propane cylinder?Ensure the cylinder valve is closed. A spanner is required to unscrew and disconnect the regulator. Position the spanner over the brass hexagon nut and then turn clockwise/right hand to loosen and remove the regulator.
- How do I disconnect a leisure green propane cylinder?Disconnection procedure is as for Flogas butane cylinders. Note: If the regulator your appliance is different from the one described above, please contact us. Alternatively, email [email protected]
- I no longer need my cylinder(s), how do I dispose of it/them?Use our cylinder return form to request a collection and we will arrange for our local depot to collect your cylinder(s) for you. Alternatively, you can check with your local civic amenity site as these often will take your cylinders. These will periodically be collected by our vehicles and returned into our inspection, re-testing and refurbishment facility to extend its use in circulation. Click here to check the list of cylinder brands we currently accept.
- I have two cylinders and want to upgrade to four, what do I need?An upgrade kit is required which consists of 2 tee pieces, 2x35 inch hoses and 2x20mm nuts which connect on to the thread on the addition 2 cylinders. This can be purchased from our online shop.
- Where can I purchase cylinders from?You can order online through our online shop or simply call our free phone number 0800 574 574. Our agents will take and place your order which will then be delivered within 5 working days (often earlier) by your local Flogas cylinder depot. You can also set up an online account by registering through our My Account portal where you will also be able to make a payment to your account and view previous orders. Alternativley you can use our stockist finder to locate a stockist close to you and you can collect the same day.
- I have a gas regulator I want to use on my barbecue (or other appliance). Can I do this?We would need to identify the specification of the regulator in order to advise on its suitability for the purpose intended. Please contact us and we will be able to help or email [email protected]
- 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 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.
- What delivery services do you offer?Bulk LPG If you are on bulk LPG with us, you have two delivery options. 1. Our automatic bulk LPG top up service is by far the best delivery service. You will never have to worry about placing an order again. By analysing your usage behaviour we will automatically ‘top you up’ and, best of all, it’s completely free of charge. 2. If you would prefer to place your orders yourself, our on call service lets you place orders as and when you want them. However, please be aware in high demand periods your deliveries can take up to 28 days and orders must be for 900 litres or more. Gas bottles For cylinders, we offer a free delivery service when you shop online and aim to deliver in 3-5 days. If you’d like to find out more about our delivery services, please contact us and our friendly team will be happy to answer any queries.
- How do I read my gauge?Please see the below diagram for guidance on reading your bulk LPG tank gauge: For more help please refer to the technical booklet.
- How do I know when I need to place my orders?If you're a manual ordering - or On Call - customer we advise you to place your orders when your gauge is reading 40%. If you'd prefer to leave your ordering to us just switch to Top Up at www.flogas.co.uk/top-up.
- 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.
- Do you inform me when my gas delivery is going to be made?Yes, we can send you a text message the day before a gas delivery if you have requested this service - which is free of charge. To request this service, please call us on 0800 574 574.
- How do I read my gauge now that telemetry has been fitted?The telemetry gauge has a window on one side of it which shows the current gas percentage. This can be read by looking straight down on to the gauge. See the below diagram for more information:
- When do you carry out maintenance?Our drivers visually inspect the tank whilst they are carrying out a delivery to you and report back to our tank maintenance team, if there are any required maintenance issues. This could also be in relation to reporting other hazards, for example overgrown vegetation or hedges near to the tank we will notify you of and which need your attention. Additionally, our engineers perform a statutory inspection of the tank every 10 years. A tank has a service life of up to 30 years, before it must be replaced for you. In the unlikely event that a tank does not meet our detailed periodic safety inspection criteria, we may need to exchange it for you sooner. Should you notice anything wrong with your tank or if any part of the tank has been damaged, please call our 24-hour emergency team for advice on 03457 200 100
- I think my cylinder is leaking, what do I do?Isolate the cylinder supply and contact our 24-hour emergency team on 03457 200 100.
- I can smell gas, what do I do?Isolate the supply and call our 24-hour emergency team on 03457 200 100
- How do I read my meter?Each property on a metered estate is fitted with an individual meter that measures that property’s usage. Meters are usually located on an external property wall and will be hidden by a meter box as illustrated below. There are two types of meter commonly used. The only difference between the two meters is the unit the gas used is recorded in. It will not have an impact on the amount of gas used, nor the price charged. Please make sure you are familiar with which meter type you have: When submitting your meter readings, please only provide us with the numbers in the black boxes - we don't need the numbers in red.
- How Can I Submit meter readings?We suggest that Metered Estates customers send us readings every 1 to 2 months to prevent estimated bills being generated. Though these bills will calculate your expected usage, you could still find you're paying for more gas than you've used. Meter readings can be submitted using the My Account portal - it is quick and easy to register, if you don't already have an account. Alternatively you can contact our customer service team.
- How do I get a new key for my meter box?A new meter box key can be requested by contacting us. The keys are normally sent out within two working days by post.
- What part of the equipment is my responsibility?Flogas own almost all of the equipment that is supplied to you, but we do not own the meter box or any pipework after the meter if you are a metered estates customer.
- My gas isn't coming through, whats wrong?Please call our emergency team on 03457 200 100.
- I am moving house, what do I need to do?If you are moving house, please fill in the below form and we will get in touch with you shortly. If you are a home owner, please click here If you are a business owner please click here
- 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.
- I've just moved into a house, how do I know if you are the supplier?First check to see if the tank has a Flogas sticker on it. If there is no sticker, please make a note of the tank serial number from the silver plate on the tank and contact us. Your tank may be underground - look for a green lid somewhere on your property - or you could be on a metered estate of houses connected to a communal tank or series of tanks.
- How do I make a complaint?You can make a complaint to us in four ways; You can write to us at Customer Relations, Flogas Britain Limited, 81 Rayns Way, Watermead Business Park, Syston, Leicestershire LE7 1PF You can fill out an online complaint form Call us on 0800 574 574 Drop us an email at [email protected] Please ensure you include your account number on all correspondence.
- How do I change my name on the account as I have got married ?Firstly - congratulations! Now let's change your name officially on your account. We just need written confirmation, so please send us a message through My Account or send an email to [email protected] You do not need to send a copy of your marriage certificate.
- The account holder has passed away, what do I need to do?Firstly, we are very sorry for your loss. Please send us a letter confirming who is taking responsibility of the property to head office or email [email protected] We will then contact you.
- How do I authorise my partner on the account ?To help protect you and your account, and comply with GDPR regulations, we have to be very careful about who we speak to regarding important information on your account, including placing orders. We know that our customers may prefer for either partners or other family members to be able to deal with managing their account, so it's easy to do. Please call us on 0800 574 574, or send us written confirmation via My Account, or email email [email protected] confirming your; account number, address and the full name of who you are authorising to be named on the account.
- My regulator is not fitting correctly, what am I doing wrong?Check the regulator and cylinder compatibility, you may be using the wrong regulator. The regulator should be firmly pressed into the cylinder valve to achieve a secure connection (audible metallic click. Click here to watch our handy video that explains the installation process in more detail. To check if you’re using the correct regulator for your cylinder, click here to use our regulator selector.
- My heater will not light, what do I do?Check that the regulator is turned to 'on' position. Hold button down 10-15 seconds to allow gas to reach pilot light, release and press for ignition. Hold down button for further 10-15 seconds so that the gas valve holds open. Proceed to select heat setting. If the pilot is blocked, remove the blockage. If you are still unable to light it, please contact us.
- There's a poor or no flame on my applianceThere is a possible air pocket in the cylinder. Take into the open air and release the air/gas mixture for about 30 seconds by depressing valve central shaft (using non metallic rod; pencil or pen top). Take back indoors and repeat the ignition process. The cylinder may be too cold if freezing conditions - allow time for it to rise in temperature indoors before lighting.
- My heater keeps going out, what is happening to it?This happens if the heater is being used in a confined space with inadequate ventilation. There must be adequate ventilation (open door/windows) or it be placed in a large space. The cylinder may be low on gas and a new bottle will be required. Please contact us to replenish your bottle, go to our online shop to order online or order through your account.
- The pilot light keeps going out and heater shuts downThe heater may be positioned in a draught. Eliminate problem and re-position heater. If this is not the case, it could be that the cylinder is running low on gas. Please contact us to replenish your bottle, go to our online shop where you can order online or order through your account.
- Gas conversionsThe calorific value of LPG can be worked out using the following calculations 1 Tonne = 1000kg or 1969 litres, therefore 1kg = 1.969 litres 1 Litre of propane = 7.113 kilowatts per hour or 24000 btu/h 1kg of propane = 14.019 kilowatts per hour or 47300 btu/h 1 litre of fuel oil = 10.18 kilowatts per hour or 34347 btu/h To convert m³ of vapour to litres of liquid; multiply by 3.85 to convert ft³ of vapour to litres; multiply by 0.1034
- Calorific Value of LPGThe calorific value of LPG is as follows: Calorific Value = 2500 btu/ per hour = 95 mega joules per m3 = 50 MJ per kilo = 26 MJ per litre Freezing point of propane = minus 42°C Freezing point of butane = minus 2°C
- What’s my account number?Your account will be featured on correspondence you receive from Flogas - initially on your documentation from when you joined us. If you cannot find it, just give us a call on 0800 574 574.
- What is a Standing Charge?The standing charge covers the fixed costs of providing your gas supply, including ensuring your gas tank remains safe and complaint.
- What is a Climate Change Levy (CCL)?Energy Climate Change Levy, also referred to as CCL, is a government imposed tax to reduce gas emissions and increase energy efficiency. CCL for business gas is applicable when your business gas usage is greater than 145 kWh per day. Business gas CCL rates are as follows; Time period Rate 1st April 2019 – 31st March 2020 0.339p 1st April 2018 – 31st March 2019 0.203p 1st April 2017 – 31st March 2018 0.198p 1st April 2016 – 31st March 2017 0.195p 1st April 2015 – 31st March 2016 0.193p If you would like further information on CCL, please visit HM Revenue & Customs website.
- How much VAT should I be paying on my gas bills?For information regarding VAT and your gas bill, please visit: https://www.gov.uk/guidance/vat-on-fuel-and-power-notice-70119
- How do I switch to Flogas LPG?Whether you are a home owner or a business looking to change your LPG supplier, we offer a hassle free switching service and will manage the entire process for you. Simply call us on 0800 574 574 and talk to one of our team who will talk you through the process. We will get in touch with your existing supplier on your behalf and before you know it we will be welcoming you to the Flogas family. Alternatively you can fill in an enquiry form by visiting www.flogas.co.uk/contact-us
- Can I Switch LPG Supplier to Flogas?Whether you are a homeowner or a business owner looking to switch to Flogas, as long as you are out of contract or coming to the end of your contract with your current supplier we can get you signed up. To switch to Flogas, give us a call on 0800 574 574 or enquire at www.flogas.co.uk/contact-us
- How many litres does my cylinder hold?This would vary depending on size of cylinder. If you have a propane cylinder (47kg / 19kg / 18kg / 11kg / 6kg) multiply the size of the cylinder by 1.96 e.g. 47kg cylinder = 47 x 1.96 = 92.12 litres If you are using a butane cylinder (13kg / 7kg / 4.5kg) multiply the cylinder size by 1.724 e.g. 13kg cylinder = 13 x 1.724 = 22.412 litres
- How do I know if my cylinder is empty? All cylinders have a tare weight disk showing the weight of the cylinder, we then fill the bottle to the required amount the cylinder can hold. To check how much gas is remaining we would recommend using scales. For example the total weight of a 13kg cylinder is 25kg – the bottle weighs 12kg and the gas weighs 13kg. To check how much gas is remaining, place the bottle on a scale and check the weight. In this example, if the scales show 14kg, the original bottle weight was 12kg, so this would mean there is 2kg of gas left in the cylinder.
- What are the benefits of telemetry? Our telemetry system provides us with a live feed of your gas levels, so, if you’re on our Top Up service we know exactly when it’s time for your delivery, without you having to lift a finger. When you start using your appliances your gas level begins to drop and the telemetry system sends a feed to our systems at head office. When it gets down to a certain level, we know it’s time to organise your delivery. You don’t need to worry about checking your gauge as we will know the optimum time for your gas to arrive before it runs out. You never need to call us to place an order as we have your deliveries in hand. If you’d like to be on our free of charge Top Up service click here www.flogas.co.uk/top-up
- Which cylinder brands do we accept as a return?The following page contains a list of cylinder brands we will accept as part of the returns process... https://www.flogas.co.uk/flogas-cylinder-brands
- How Can I Cancel My Contract?If you are a domestic customer, you can cancel your contract with us within 14 days of the commencement of your supply agreement (subject to certain conditions which are set out in the terms and conditions of your agreement), you are required to notify us in writing either by post to our head office or email to [email protected] Head Office address: Flogas Britain Ltd Rayns Way, Watermead Business Park, Syston, Leicestershire, LE71PF Upon receipt of your notification (either by email or in writing), 30 days from receipt, your contract will be cancelled and any monies paid in advance for LPG that you will not be receiving from us will be refunded. For further information in regard to ‘how I can cancel my contract’ you can also call us on 0800 574 574.
- My business is currently using oil – can I swap?Yes. We’ll switch your business from oil to LPG seamlessly, with a dedicated team to manage the whole process for you. To see some customers that we have already switched from oil to gas, view some of our case studies by clicking here or call us on 0800 574 574.
- How much downtime will there be during the switchover?Keeping your home or business running like clockwork is our priority. If you switch to Flogas LPG, we’ll keep disruption to an absolute minimum.
- Should I opt for bulk LPG or gas cylinders?We can supply either, or both. Our experts will assess your energy needs and help you find exactly the right solution.
- How environmentally friendly is LPG?Cleaner, greener LPG has the lowest CO2 emissions of any off grid conventional fossil fuel. We offer additional sustainable solutions such as carbon offsetting and BioLNG to continue to help our customers meet their sustainability needs.
- Do I have to have overground tanks with bulk supply?No. We can install discreet, underground tanks designed to blend in with your premises’ surroundings.
- 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.
- Is LPG more expensive than oil?To find out if you could benefit from potential cost savings when switching from oil to gas, give us a call on 0800 574 574 or contact us online today
- How will I get proof that I have carbon offset my business' LPG?We will issue you with an annual certificate detailing how many carbon credits you have purchased and how many tons of LPG you have offset. The certificate is only for businesses only.
- How will I be invoiced for carbon offsetting?For business customers, you will be invoiced for carbon offsetting as per your standard LPG invoices. For domestic customers, you will pay a yearly one-off fee to offset your gas carbon emissions.
- What marketing materials will be available to me if I opt in to Carbon Offsetting for businesses?Your marketing support pack will allow you to demonstrate your corporate social responsibility and environmental integrity to customers and will include a video link, multiple project factsheets for you to use and photographs from some of the projects we have chosen to support. This marketing support pack is for business customers only.
- How does carbon offsetting work?For more information about how carbon offsetting works for businesses, click here. To find out how carbon offsetting works for homeowners, click here.
- What is a Standing Charge?The standing charge covers the fixed costs of providing your business with a gas supply. These costs include the distributors cost of transporting gas to your business premises and the meter operators cost of looking after your meter. In order to transport gas to your business, suppliers are obliged to pay a fee to the National Grid or local distributor that owns the pipes or wire, through which the gas travels. Your standing charge is a fixed, daily amount of £3.00. From 1st December 2019 your daily standing charge will be fixed amount of £5.00
- How much VAT should I be paying on my gas bills?VAT is currently charged at a standard rate of 20%. Businesses that meet the minimal use requirement; less than 145 kWh per day or 5 therms per day (4.397 kWh or 150 therms per month), are billed at a VAT rate of 5%.
- What are Default Rates?Default Rates Default rates are applied when you fail to abide by the agreement or payment terms. Our default rate is 4.50 pence per kWh. Rates applicable to all gas supplies rates exclude Climate Change Levy (CCL) and VAT.
- What are Deemed Rates?Deemed Rates Deemed rates are applied when you move into new premises and start using gas, without agreeing a contract with Flogas Energy. You will also find yourself on deemed contract rates when your existing contract comes to an end, but you continue to use energy without negotiating a new deal. Our deemed rate is 4.50 pence per kWh. From 1st December 2019 our deemed rate will be 6.00 pence per kWh Rates applicable to all gas supplies rates exclude Climate Change Levy (CCL) and VAT.
- How do I send you my meter reading?Submitting your meter reading couldn't be simpler and there are three ways you can do it: Via your online account at my.flogas.co.uk Call our friendly team on 0800 022 3232 Email [email protected]
- What’s my account number?This is your unique number generated when you apply to become a Flogas customer. It is specific to you and, importantly, is linked to your meter number on our system.
- What is Top Up? Our LPG Top-Up service here at Flogas means you never have to worry about running out of gas again. No more monitoring tanks or remembering to place orders. Instead, our automated gas delivery service means we’ll do it all for you – completely free of charge. How it works Our tanks are fitted with state-of-the-art telemetry systems, which remotely monitor your gas usage. This means, when you’re running low, we’ll automatically arrange a delivery to top you up. You can switch to our LPG Top-Up service for free, at any time.
- What is On-Call?If you’d prefer not to use our automated LPG delivery service, Top-Up, you can opt for our On Call service instead. This lets you order gas as and when you choose. However, please make sure you order in plenty of time, as our minimum delivery period is 7 days (and can be longer during busy periods).
- How do I renew my metered estates contract with you?If you are on a metered estate that is supplied by Flogas and your contract is coming to an end, you can renew this with us by giving us a call on 0800 023 23 32.
- Propane vs Butane – what’s the difference?Whilst Propane and Butane have similar properties, they each have specific uses. Propane has a lower boiling point, making it more suitable for outdoor storage – and is most commonly used for central heating, cooking, transport and commercial operations. Butane is best used indoors, making it the preferred option for portable mobile heaters. It’s also used to power leisure activities during warmer, summer months, such as camping, boating and BBQs.
- I want to query my invoice, how can I do this?Please call our customer experience centre free on 0800 574 574 who will be pleased to help you.
- What is my account balance? You can view your account balance on our website via My Account. If you are not registered online, but have a bill from us, please follow the instructions on our web page to set up your account If you are not registered online, and are new to Flogas, please call our Customer Experience Centre who will help create your account Our UK contact centre is open; Monday to Friday: 8am - 5pm Saturday: 8am - 1pm Call us free on 0800 574 574. If you want to discuss your account with our friendly team, please call us free on 0800 574 574
- Can I set up a direct debit online?To set up a direct debit for your account, you will need to contact us for a budget account facility. This only takes a few minutes to do over the phone, and you can reach us on 0800 574 574. Please advise the customer service advisor of the date in the month which best suits your financial circumstances.
- When will I receive my requested/agreed refund?Providing the direct debit instruction remains active, a bank transfer to the same account from which we have collected payments will be normally be received within 10 days. Cheque refunds may take a little longer.
- Why are some metered supply estimates inaccurate?Put simply, every customer has different family circumstances and working patterns. Some may be retired or have young children and require more heating throughout the day whereas others will have lower consumption requirements if they are away from the property at work. Once we have a minimum of 12 months fuel consumption the estimating process becomes easier but sudden changes in family circumstances or weather patterns also play a part in hampering our calculation. We strongly recommend you provide us with an actual meter reading every 8-10 weeks which will ensure we do not send estimated bills which are triggered where no read is applied in a 3 month period
- How do you calculate the monthly budget where no delivery history exists?If you have recently moved into a property, we have no delivery history to determine a monthly budget. If there is no existing balance to pay, based on the average size house, we commence monthly instalments at £100 and review this periodically. The first instalment is payable immediately followed by 11 monthly payments by direct debit. We will always notify you of any change in the amount due at least 14 days in advance and quarterly statements will be issued. Where a credit balance accrues in your favour and the amount exceeds one monthly instalment it will be refunded in full on the anniversary date and a revised monthly payment calculated and advised. Where monthly payments are insufficient to meet your consumption we will notify you of the calculated amount required and increase your direct debit payments. You may of course make a lump sum payment at any time and discuss your direct debit amount with us.
- Where should I store my cylinders?Always store and use gas cylinders in a well-ventilated place in an upright position, ensuring that they are stored away from sources of heat and ignition. Never use or store LPG cylinders in a basement or cellar. Propane cylinders must always be stored outside. At home, Butane cylinders may be used indoors, e.g. for use in portable gas room heaters and you can store 2 cylinders indoors (1 in use and a spare) For more information click here.
- How do I connect a gas cylinder?A regulator is always needed for your gas supply. Please check that you have the correct type and size for your gas cylinder. Check that the hoses are in good condition and that they are marked as suitable for use with LPG and that they are less than 5 years old (every hose is date stamped with the production date, so you know how old the hose is.) While an older hose may look good on the outside, internally it may be starting to deteriorate. Don’t forget when checking and changing your LPG hoses this includes the pigtails connected to the cylinders, as well as any other hoses that may be connected to your appliances.
- Will I be charged for the cylinder?When you buy gas from us in a cylinder, you'll be asked to pay a 'cylinder charge' for each cylinder. This is because it will remain our property and it is being provided to you only for the purposes of using the gas supplied. When the cylinder is empty, you can simply exchange it for a pre-filled cylinder or return the empty cylinder to us. You can return your gas cylinder for any cylinder within the same category: Small cylinder category: Propane: 3.9kg, 4.7kg, 6kg, 11kg. Butane: 4.5kg, 7kg Leisure Gas category: 6kg and 11kg Gaslight category: 5kg and 10kg Cylinder charges: Small cylinder category and Leisure Gas category: £25.52 +VAT Gaslight category: £38 +VAT