Flogas Britain Ltd.

Question 1

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

Accepted Answer

You can request to recieve 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 2

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 3

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 4

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 5

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 6

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.

Question 7

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 8

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.

Question 9

How do I connect a green leisure gas bottle?

Accepted Answer

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.

Question 10

How do I connect my butane cylinder?

Accepted Answer

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

Question 11

How do I connect my propane cylinder?

Accepted Answer

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

Question 12

How do I contact customer services?

Accepted Answer

Customers can get in touch with us online through your online account - My Account - where you'll find lots of answers to your questions. Head to My Account now If you're not an existing customer you can call

0800 023 23 32 for domestic new customers,
0800 574 574 for commercial new customers,
or 0800 574 574 for everything else

https://www.youtube.com/watch?v=vGGmVXzx8WY

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