Flogas Britain Ltd.

Q: 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.

Q: How do I pay my bill?

Making payments is easy! Here are your best options Why not sign up to Direct Debit? You can opt to pay monthly for the gas you've used (domestic bulk and metered customers only) or you can pay your full bill after it's been delivered. You can opt in online now . Alternatively, you can pay online on your online account at my.flogas.co.uk (watch our video below that shows you how) You could pay via bank transfer/faster payment use sort code 56-00-36, Account Number 16356241, Account name "Flogas Britain Ltd" and add your ‘Flogas’ customer account number as payment reference. You can also call 0345 050 0056 to make a payment over the phone using our new automated payment service If you wish to, you can send a cheque made payable to Flogas Britain Ltd to Flogas Britain Ltd, Rayns Way, Watermead Business Park, Syston, Leicester LE7 1PF and write your name, address, and ‘Flogas’ customer account number on the reverse. [embed]https://www.youtube.com/watch?v=84c9xhNrmTs[/embed]

Question 1

How do I disconnect a butane cylinder?

Accepted Answer

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.

Question 2

How do I disconnect a green leisure gas bottle?

Accepted Answer

Turn the control lever from the vertical (on position) to the horizontal (off position). With your hand over the regulator, place your 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 the regulator should spring away. The cylinder can then be removed for the replacement cylinder to be positioned. Note: If the regulator of your appliance is different from the one described above, please email applianceenquiries@flogas.co.uk.

Question 3

How do I disconnect a standard red propane cylinder?

Accepted Answer

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.

Question 4

How do I get a new key for my meter box?

Accepted Answer

A new meter box key can be requested by contacting us. The keys are normally sent out within two working days by post.

Question 5

How do I know if my cylinder is empty?

Accepted Answer

All cylinders have a tare weight disk showing the weight of the cylinder, we then fill the bottle to the required amount it 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. If you bottle is empty and you wish to either return it or order a new one you can do this either through 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. You can swap your gas cylinder for any cylinder within the same category. There is no charge when swapping a cylinder within the same category. If you’re not sure which category your cylinder is in, check here. The driver will deliver your new cylinder and take the old one away to be refilled. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 6

How do I know what size regulator I need for my appliance?

Accepted Answer

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 applianceenquiries@flogas.co.uk.

Question 7

How do I know when I need to place my orders?

Accepted Answer

Your online account - My Account - gives you more visibility and support than ever before on when to place orders. If you're a manual ordering - or On Call - customer we advise you to place your orders when your gauge is reading 40%, this allows time for us to process and plan your delivery. On My Account you can add a tank gauge reading that will calculate your remaining days of gas to accurately place your next order. If you're already on our Auto-ordering service, you don't need to place orders and My Account will show you your remaining days of gas and, if you have telemetry fitted. your usage history. Watch Flogas My Account | How To Register Your Account Online [embed]https://www.youtube.com/watch?v=vGGmVXzx8WY[/embed] Watch Flogas My Account | How to Find Information on your Bulk Orders [embed]https://www.youtube.com/watch?v=Dcl0Ki0ecrQ[/embed]

Question 8

How do I know when to place my next order for my gas appliance?

Accepted Answer

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 are used. So it will be possible to calculate approximately how long a cylinder will last on a particular appliance, depending on the selected heat setting. 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 will drop. A band of frosting or heavy condensation may also appear on the cylinder(s). This can also be a sign that you need a larger cylinder size.
For butane appliances (like an 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. If you need to order a new gas bottle, you can do this through the website shop or by logging into your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 9

How do I make a complaint?

Accepted Answer

You can make a complaint to us in any of the four ways below;

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 customer.relations@flogas.co.uk

Please ensure you include your account number on all correspondence.

Question 10

How do I pay my bill?

Accepted Answer

Making payments is easy! Here are your best options

Why not sign up to Direct Debit? You can opt to pay monthly for the gas you've used (domestic bulk and metered customers only) or you can pay your full bill after it's been delivered. You can opt in online now.
Alternatively, you can pay online on your online account at my.flogas.co.uk (watch our video below that shows you how)
You could pay via bank transfer/faster payment
- use sort code 56-00-36,
- Account Number 16356241,
- Account name "Flogas Britain Ltd"
- and add your ‘Flogas’ customer account number as payment reference.
You can also call 0345 050 0056 to make a payment over the phone using our new automated payment service
If you wish to, you can send a cheque made payable to Flogas Britain Ltd to Flogas Britain Ltd, Rayns Way, Watermead Business Park, Syston, Leicester LE7 1PF and write your name, address, and ‘Flogas’ customer account number on the reverse.

[embed]https://www.youtube.com/watch?v=84c9xhNrmTs[/embed]

Question 11

How do I read my gauge now that telemetry has been fitted?

Accepted Answer

Your 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.

With a telemetry device fitted, you can view your readings and historical usage data on My Account. If you notice an issue with your telemetry, you can send a secure message to our team via My Account and we'll get on the case! Watch Flogas My Account | How To Register Your Account Online [embed]https://www.youtube.com/watch?v=vGGmVXzx8WY[/embed]

Question 12

How do I read my gauge?

Accepted Answer

Please see the below diagram for guidance on reading your bulk LPG tank gauge:

Important Notes

85% - your tank will normally only be filled to 85% to allow for expansion and contraction of the gas in different weather conditions
40% - if you're a manual ordering customer place your order online now via My Account - this will give us time to process and plan your delivery
20% - your tank gauge might now scarily be displaying as in the red - but please don't panic! if you're on Auto ordering, just check our My Account for advice on how many days of gas you have left and when your next delivery is due. If you'e on manual ordering, place your order now.

If you're a manual ordering customer or an Auto ordering customer without telemetry, keep your My Account updated with regular tank readings.

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