Flogas Britain Ltd.

Q: 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 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. .

Question 1

I have a gas regulator I want to use on my barbecue (or other appliance). Can I do this?

Accepted Answer

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 applianceenquiries@flogas.co.uk.

Question 2

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 3

How do I pay my bill?

Accepted Answer

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 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. .

Question 4

My account is in credit how do I get the money back?

Accepted Answer

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 to 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.

Providing any outstanding queries on your account are resolved, you should expect your refund to be received within 14 days from the initial request.

Question 5

How do I read my gauge?

Accepted Answer

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

For more help please refer to the technical booklet.

Question 6

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

Accepted Answer

If you're a manual ordering - or On Call - customer we advise you to place your orders when your gauge is reading 40%. If your already on our Auto-ordering service, you don't need to place orders - our systems work out your usage and place orders for you.

If you'd like to leave your ordering to us, just switch to Auto-ordering at www.flogas.co.uk/auto-ordering.

Question 7

I was told I would receive a delivery but its not turned up?

Accepted Answer

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.

Question 8

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

Accepted Answer

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.

Question 9

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

Accepted Answer

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:

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Question 10

When do you carry out maintenance?

Accepted Answer

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

Question 11

I think my cylinder is leaking, what do I do?

Accepted Answer

Isolate the cylinder supply and contact our 24-hour emergency team on 03457 200 100.

Question 12

I can smell gas, what do I do?

Accepted Answer

Isolate the supply and call our 24-hour emergency team on 03457 200 100

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