Flogas Britain Ltd.

Question 1

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 2

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 3

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 4

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 5

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 6

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 7

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

Question 8

How do I disconnect a butane cylinder?

Accepted Answer

Turn the control lever from the vertical (on position) to the horizontal (off position). With your hand over the regulator, which is usually a round metal device, normally blue in colour or it has a blue label or label that says butane connected to the bottle by a hose what controls the gas flow. 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 regulator should spring away. The cylinder can then be removed for the replacement cylinder to be positioned.

Question 9

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 10

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 11

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 12

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]

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