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.

Q: What part of the equipment is my responsibility?

Bulk domestic customers It's important to remember that you are responsible for ensuring that your LPG tank and surroundings is kept safe and compliant with the Code of Practices governing the safety of your installation. Full details of the parts that are your responsibility, and what is ours can be found in your Technical Manual issued when you joined us. You can find more information on the safe upkeep of your installation and view a copy of the Consumer Technical Manual here. Metered domestic customers Flogas own almost all of the equipment that is supplied to you, but we do not own the meter box or any pipework that comes after the meter into your property. Bulk Commercial customers The parts of your installation that you're responsible for will have been advised when you joined us. If you require information on this, please get in touch with your account manager or you can speak to our Customer Experience Centre on 0800 574 574.

Question 1

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 2

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 3

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:

<img class="img_embed" title="" src="/uploads/asset_image/2_201.jpg" alt="How to read your tank gauge." data-ext="jpg" data-field-id="2" data-id="201" data-module="asset_image" data-type="_" />

Question 4

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 5

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 6

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 7

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 8

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 on 0800 574 574.

Question 9

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 10

What part of the equipment is my responsibility?

Accepted Answer

Bulk domestic customers It's important to remember that you are responsible for ensuring that your LPG tank and surroundings is kept safe and compliant with the Code of Practices governing the safety of your installation. Full details of the parts that are your responsibility, and what is ours can be found in your Technical Manual issued when you joined us. You can find more information on the safe upkeep of your installation and view a copy of the Consumer Technical Manual here. Metered domestic customers Flogas own almost all of the equipment that is supplied to you, but we do not own the meter box or any pipework that comes after the meter into your property. Bulk Commercial customers The parts of your installation that you're responsible for will have been advised when you joined us. If you require information on this, please get in touch with your account manager or you can speak to our Customer Experience Centre on 0800 574 574.

Question 11

My gas isn't coming through, whats wrong?

Accepted Answer

Please call our emergency team on 03457 200 100.

Question 12

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

Accepted Answer

If you are moving house, please fill in the below form and we will get in touch with you shortly. If you are a home owner, please click here If you are a business owner please click here

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