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.

Question 1

What part of the equipment is my responsibility?

Accepted Answer

Flogas own almost all of the equipment that is supplied to you, but we do not own the meter box or any pipework after the meter if you are a metered estates customer.

Question 2

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 3

How Can I Submit meter readings?

Accepted Answer

We suggest that Metered Estates customers send us readings every 1 to 2 months to prevent estimated bills being generated. Though these bills will calculate your expected usage, you could still find you're paying for more gas than you've used.

Meter readings can be submitted using the My Account portal - it is quick and easy to register, if you don't already have an account. Alternatively you can contact our customer service team.

Question 4

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

Question 5

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 6

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 7

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 8

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:

How to read your tank gauge.

Question 9

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 10

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 11

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 you'd prefer to leave your ordering to us just switch to Top Up at www.flogas.co.uk/top-up.

Question 12

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.

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