Flogas Britain Ltd.

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]

Q: How environmentally friendly is LPG?

Cleaner, greener LPG has the lowest CO 2 emissions of any off grid conventional fossil fuel. We offer additional sustainable solutions such as carbon offsetting and BioLNG to continue to help our customers meet their sustainability needs.

Question 1

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
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 2

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 3

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. Image of telemetry dial

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 4

How do I read my gauge?

Accepted Answer

Please see the below diagram for guidance on reading your bulk LPG tank gauge: Diagram of standard 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.

Question 5

How do I read my meter?

Accepted Answer

Each property on a metered estate is fitted with an individual meter that measures that property’s usage. Meters are usually located on an external property wall and will be hidden by a meter box as illustrated below. DCH how to read a meter 1

There are two types of meter commonly used. The only difference between the two meters is the unit the gas used is recorded in. It will not have an impact on the amount of gas used, nor the price charged. Please make sure you are familiar with which meter type you have: When submitting your meter readings, please only provide us with the numbers in the black boxes - we don't need the numbers in red. DCH how to read a meter 2

Once you have your reading, submit this online - we recommend doing so monthly, so you're only ever paying for the gas you use. https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 6

How do I renew my metered estates contract with you?

Accepted Answer

If you are on a metered estate that is supplied by Flogas and your contract is coming to an end, you can renew this with us by giving us a call on 0800 023 23 32 or book an appointment at www.flogas.co.uk/home/renew.

Question 7

How do I sign up to e-billing?

Accepted Answer

Sign up to eBilling and save those piles of paperwork cluttering up your desk! Signing up is easy - just login to My Account and navigate to your 'Account details' section to opt in. If you can't see this, you may already be opted in, but please call us on 0800 574 574 if you have any questions. Watch below for how to register your account online and update your Account details https://www.youtube.com/watch?v=vGGmVXzx8WY https://www.youtube.com/watch?v=5_QGI1laCkk

Question 8

How do I switch to Flogas LPG?

Accepted Answer

Whether you are a home owner or a business looking to change your LPG supplier, our hassle-free switching service and will manage the entire process for you. Homeowners just need to call us on 0800 023 23 32 or go to www.flogas.co.uk/home/quote and one of our team will talk you through the process. We'll get in touch with your existing supplier on your behalf and before you know it we will be welcoming you to the Flogas family. Business owners, give us a call on 0808 2534 012 or go to www.flogas.co.uk/business/enquiry and we'll discuss your options.

Question 9

How do you calculate the monthly budget where no delivery history exists?

Accepted Answer

If you have recently moved into a property, we have no delivery history to determine a monthly budget. For new customers monthly instalments are started based on the size of your tank. For example, a tank size of 1410litres we start Direct Debits at £130, larger or smaller tanks are adjusted as necessary. Please speak to one of our team for more information if needed. We will review your payments periodically, don’t forget you can keep an eye on your balance online. If you are concerned about the balance on your account please contact one of our agents, they will be happy to review your account for you and if needed discuss the best actions to take. The first instalment is payable immediately followed by 11 monthly payments by direct debit. If you have consumption history from another supplier we can use your last years gas usage to work out your monthly payments. To discuss Direct debit amounts call 0345 050 0056. We will always notify you of any change in the amount due at least 14 days in advance and quarterly statements will be issued. Where a credit balance accrues in your favour and the amount exceeds one monthly instalment it will be refunded in full on the anniversary date and a revised monthly payment calculated and advised. Where monthly payments are insufficient to meet your consumption we will notify you of the calculated amount required and increase your direct debit payments. You may of course make a lump sum payment at any time and discuss your direct debit amount with us.

Question 10

How environmentally friendly is LPG?

Accepted Answer

Cleaner, greener LPG has the lowest CO₂ emissions of any off grid conventional fossil fuel. We offer additional sustainable solutions such as carbon offsetting and BioLNG to continue to help our customers meet their sustainability needs.

Question 11

How long do heating oil tanks last?

Accepted Answer

The average lifespan of a fuel oil tank is around 10 to 15 years, depending on how well the tank is maintained. Security is also important as heating oil can be vulnerable to theft as a precious fuel source. A bulk LPG tank has a service life of 30 years before it needs to be replaced. From a safety point of view, LPG is almost impossible to steal from a bulk tank and can be stored in an above ground or underground tank. If you use Flogas to heat your off-grid home, one of our engineers will perform a statutory inspection of your bulk LPG tank every 10 years. If you’re thinking of switching from heating oil, we can help with an oil to gas conversion. Contact us today for more information on how to join the family of Flo.

Question 12

How many litres does my gas bottle hold?

Accepted Answer

This varies depending on size of gas bottle. If you have a propane cylinder (47kg / 19kg / 18kg / 11kg / 6kg) multiply the size of the cylinder by 1.96

e.g. 47kg cylinder = 47 x 1.96 = 92.12 litres

If you are using a butane cylinder (13kg / 7kg / 4.5kg) multiply the cylinder size by 1.724

e.g. 13kg cylinder = 13 x 1.724 = 22.412 litres

If you would like to order a gas bottle, you can do this by visiting our website shop or through your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

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