Flogas Britain Ltd.

Question 1

Can I swap my bottle for another one?

Accepted Answer

You can swap your gas cylinder for any cylinder within the same category. If you're not sure which category your cylinder is in, they are outlined below. To swap a cylinder, you can place an order on the website shop or your account. Simply choose the bottle you wish to order and when prompted, select yes where it says 'Do you have a cylinder to return'. You can also check previous orders in your account if you're unsure which cylinder you have. The driver will deliver your new cylinder and take the old one away to be refilled. There is no charge when swapping a cylinder within the same category. Small cylinder category Propane: 11kg, 6kg, 4.7kg, 3,9kg Small cylinder category Butane: 13kg, 7kg, 4.5kg Leisure Gas category (green bottles): 11kg and 6kg Gaslight category: 10kg and 5kg Large cylinder category: 47kg, 19kg, 18kg FLT, 11kg FLT Large cylinders are like for like only. Cylinder charges: If you do not already have a cylinder, you will be asked to pay a cylinder charge which will vary based on the size and type of cylinder you need. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 2

Can I Switch LPG Supplier to Flogas?

Accepted Answer

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 your home energy to Flogas, give us a call on 0800 023 23 32 or go to www.flogas.co.uk/home/quote. Alternatively, if you're interested in switching your business energy, call today on 0808 2534 012 or www.flogas.co.uk/business/enquiry.

Question 3

Can you convert oil heating to gas?

Accepted Answer

As both oil and gas are classed as a ‘wet system’, LPG can easily replace oil in most cases. If you’re looking to convert oil heating to gas, we can help you with an oil to gas conversion. We could take care of the entire installation process, including a new boiler* and LPG tank. Plus, we could remove your oil boiler* and take away your old oil tank*. You can then benefit from a clean, reliable supply of LPG whenever you need it. _{*currently available in NR and IP postal regions only}

Question 4

Do I have to have overground tanks with bulk supply?

Accepted Answer

No. We can install discreet, underground tanks designed to blend in with your premises’ surroundings.

Question 5

Do you inform me when my gas delivery is going to be made?

Accepted Answer

You can request to receive an email or text the day before your delivery by contacting us online now. You can also check My Account to check if your next order is showing as on the way. Watch how to Register your account online [embed]https://www.youtube.com/watch?v=vGGmVXzx8WY[/embed]

Question 6

How Can I Cancel My Contract?

Accepted Answer

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 customerservices@flogas.co.uk. 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.

Question 7

How can I order my LPG?

Accepted Answer

If you're a bullk LPG customer, we advise that you opt into our Auto ordering service, so that you never have to worry about placing your own orders - instead our systems analyise your usage and we schedule your deliveries for you. Opt into Auto Ordering here. If you do wish to place your own orders, we advise you do this when your tank is at 40% to allow us time to process and plan your delivery. You can order online on My Account, any time of day. On the other hand, gas cylinders are perfect for smaller properties or those with lower energy requirements. They are delivered in cylinders of different sizes and can be easily replaced as needed. This option offers the flexibility to order only what you need, when you need it. If you've never ordered gas bottles before, you can do this on our online shop, or returning customers can order on My Account. https://www.youtube.com/watch?v=Dcl0Ki0ecrQ https://www.youtube.com/watch?v=sizC1fgLCuU

Question 8

How can I spread my energy payments?

Accepted Answer

Make budgeting easier by spreading your bills across the year.

We’ll work out your monthly payment and let you choose which day of the month we debit your account. 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

Question 9

How Can I Submit meter readings?

Accepted Answer

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 - watch the video below for how to activate your account online. https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 10

How do I authorise my partner on the account ?

Accepted Answer

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 partners or other family members to be able to deal with managing their account, so it's easy to do. Manage your additional contacts online at My Account.

Screenshot of My Account Contacts section

Question 11

How do I change my name on the account as I have got married ?

Accepted Answer

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 customerservice.enquiries@flogas.co.uk. You do not need to send a copy of your marriage certificate.

Question 12

How do I connect a gas cylinder?

Accepted Answer

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.

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