Flogas Britain Ltd.

Question 1

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.

Question 2

I've just moved into a house, how do I know if you are the supplier?

Accepted Answer

First check to see if the tank has a Flogas sticker on it. If there is no sticker, please make a note of the tank serial number from the silver plate on the tank and contact us. Your tank may be underground - look for a green lid somewhere on your property - or you could be on a metered estate of houses connected to a communal tank or series of tanks. If you still require help, give us a call on 0800 023 23 32 .

Question 3

Is LPG more expensive than oil?

Accepted Answer

To find out if you could benefit from potential cost savings when switching from oil to gas, give us a call on 0800 574 574 or contact us online today Read more about why you should consider moving from oil to LPG here.

Question 4

Is oil or gas heating cheaper?

Accepted Answer

When comparing the cost of oil heating vs gas heating, it’s important to consider several factors. The price of oil is volatile, so costs can fluctuate. With LPG supply agreements, tariffs are agreed upfront, so you always know what you’re going to be paying. There are also maintenance costs to consider. Oil can spill, and maintenance of the tank is the responsibility of the homeowner, not the supplier. Oil is also susceptible to theft, which can cause unexpected damage and further financial burden. Bulk LPG tanks are cheaper to maintain and have no risk of spilling. Plus, they make LPG almost impossible to steal, so it’s safe from potential theft. 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 5

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

Accepted Answer

If your account is in credit, it's often a great idea to keep it that way so that, when you come to use more gas you can use that credit before needing to pay for it. If you're on Direct Debit and you believe that your credit has built up due to payments being to high, get in touch via My Account with us and our Crediot Control team can review this. If you do decide to request a refund, just get in touch with us online and we can process this. Please note:

You can choose a refund or leave the balance on your account for future use.
All customer accounts are reviewed every 12 months as standard. We will contact you to let you know if your account is in credit.
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.
Providing any outstanding queries on your account are resolved, you should expect your refund to be received within 14 days from the initial request.

Watch how to activate your account online https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 6

My business is closing or I am moving out.

Accepted Answer

If your business is either closing, or you are leaving the premises where your bulk tank(s) are located, you can let us know on the below form and we will get in touch with you for more information. If you just need to update an invoicing or forwarding address you can do this on My Account. To tell us you're moving please click here.

Question 7

My business is currently using oil – can I swap?

Accepted Answer

Yes. We’ll switch your business from oil to LPG seamlessly, with a dedicated team to manage the whole process for you.

To see some customers that we have already switched from oil to gas, view some of our case studies by clicking here or call us on 0800 574 574.

Question 8

My gas isn't coming through, whats wrong?

Accepted Answer

Please call our emergency team on 03457 200 100.

Question 9

My heater keeps going out, what is happening to it?

Accepted Answer

This happens if the heater is being used in a confined space with inadequate ventilation. There must be adequate ventilation, open doors and windows or place it in a larger space. The cylinder may be low on gas and a new bottle will be required, our heaters use a 13kg Butane cylinder. To order a new bottle, please order via our website shop or order through your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 10

My heater will not light, what do I do?

Accepted Answer

Check that the regulator is turned to 'on' position. Hold button down 10-15 seconds to allow gas to reach pilot light, release and press for ignition. Hold down button for further 10-15 seconds so that the gas valve holds open. Proceed to select heat setting. If the pilot is blocked, remove the blockage. If you are still unable to light it, please contact us.

Question 11

My regulator is not fitting correctly, what am I doing wrong?

Accepted Answer

Check the regulator and cylinder compatibility, you may be using the wrong regulator. The regulator should be firmly pressed into the cylinder valve to achieve a secure connection (audible metallic click. Click here to watch our handy video that explains the installation process in more detail. To check if you’re using the correct regulator for your cylinder, click here to use our regulator selector.

Question 12

Propane vs Butane – what’s the difference?

Accepted Answer

Whilst Propane and Butane have similar properties, they each have specific uses.

Propane has a lower boiling point, making it more suitable for outdoor storage – and is most commonly used for central heating, cooking, transport and commercial operations. Butane is best used indoors, making it the preferred option for portable mobile heaters. It’s also used to power leisure activities during warmer, summer months, such as camping, boating and BBQs.

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