Flogas Britain Ltd.

Q: I can't log on to my online account?

First time registration So we can keep your account secure, we need to take a number of information points to verify before you can access your online account. You must give us your account number, We then suggest that you then also use your postcode as the second field of information. The third field of information can be either your phone number or email address - but please note these must be exactly as we have on your account. If you've not given us your phone number or email address we won't be able to verify it! If you have a couple of different options - e.g. landline or mobile numbers - perhaps try these. Forgotten passwords If you've forgotten your password to your online account, don't worry! Just click the forgotten password link and enter your email address to be sent a link to re-confirm a password and then you'll be able to log back in. If the email address you entered has not been registered or you have recently changed it, or are still having trouble logging in, then please contact us so that we can fix this for you.

Question 1

How will I be invoiced for carbon offsetting?

Accepted Answer

For business customers, you will be invoiced for carbon offsetting as per your standard LPG invoices.

 

For domestic customers, you will pay a one-off fee to offset your gas carbon emissions for the full duration of your supply agreement.

Question 2

How will I get proof that I have carbon offset my business' LPG?

Accepted Answer

We will issue you with an annual certificate detailing how many carbon credits you have purchased and how many tons of LPG you have offset. The certificate is only for businesses only.

Question 3

I am moving house, what do I need to do?

Accepted Answer

If you are moving home or your business, please fill in the form online and we'll get in touch with you for more information about your move. https://www.youtube.com/watch?v=5_QGI1laCkk

Question 4

I can smell gas, what do I do?

Accepted Answer

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

Question 5

I can't log on to my online account?

Accepted Answer

First time registration So we can keep your account secure, we need to take a number of information points to verify before you can access your online account.

You must give us your account number,
We then suggest that you then also use your postcode as the second field of information.
The third field of information can be either your phone number or email address - but please note these must be exactly as we have on your account. If you've not given us your phone number or email address we won't be able to verify it! If you have a couple of different options - e.g. landline or mobile numbers - perhaps try these.

Forgotten passwords If you've forgotten your password to your online account, don't worry! Just click the forgotten password link and enter your email address to be sent a link to re-confirm a password and then you'll be able to log back in. If the email address you entered has not been registered or you have recently changed it, or are still having trouble logging in, then please contact us so that we can fix this for you.

Question 6

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 7

I have two cylinders and want to upgrade to four, what do I need?

Accepted Answer

An upgrade kit is required which consists of 2 tee pieces, 2x35 inch hoses and 2x20mm nuts which connect on to the thread on the addition 2 cylinders. This can be purchased from our online shop.

Question 8

I no longer need my gas bottles, how do I dispose of it/them?

Accepted Answer

We recommend logging into your account to book a collection of empty or unused bottles. Alternatively, you can use our cylinder return form to request a collection and we will arrange for our local depot to collect your cylinder(s) for you. Cylinders can last up to 30 years with regular inspection, re-testing and refurbishment so it's really important to return any unused cylinders. It also helps us make sure that when you next need a gas bottle there are good stocks available. Click here to check the list of cylinder brands we currently accept. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 9

I think my gas bottle is leaking, what do I do?

Accepted Answer

Isolate the cylinder supply and contact our 24-hour emergency team on 03457 200 100. Any gas bottles with suspected leaks need to be returned to us for inspection. You can also order a replacement through the website shop or your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 10

I want to query my invoice, how can I do this?

Accepted Answer

With My Account, you can now view your invoices and statements online. Login here or watch the video below for more. If you still have a query, please send us a secure message online and we'll be right back in touch. [embed]https://www.youtube.com/watch?v=84c9xhNrmTs[/embed]

Question 11

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. Our scheduling team will be in the process now of getting your delivery on to the next available lorry. You only need to call us if you're a bulk customer and you're below 5% remaining in your tank, or if you're a gas bottle customer due to run out. Otherwise, we'll be in touch as soon as we're able to redeliver. 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 emails or SMS messages to confirm delivery dates and notifications by getting in touch online on My Account. Watch how to activate your account online https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 12

I'm struggling with living costs, what can I do?

Accepted Answer

If you’re struggling with living costs, there are things you can do to save on your regular living costs. Check what to do if you need help with living costs. If you’re finding it hard to pay your bills, you can get help. Find out more about getting help with your bills. You can also get help with debts. If you’re struggling to pay for food, find out how to get help from a food bank. Further help Contact the Citizens Advice consumer helpline. If you need more help – a trained adviser can give you advice over the phone or by email. Find more support here.

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