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.

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.

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

How do I make a complaint?

Accepted Answer

You can make a complaint to us in four ways;

You can write to us at Customer Relations, Flogas Britain Limited, 81 Rayns Way, Watermead Business Park, Syston, Leicestershire LE7 1PF
You can fill out an online complaint form
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

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

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 4

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

Question 5

How do I connect my butane cylinder?

Accepted Answer

All Flogas butane cylinders have either a 20mm or 21mm valve, so they need be fitted with the correct clip-on regulator. You can double check the size of the regulator by looking on the inside of the regulator. Different heaters are supplied with different types of regulators, so refer to the heaters instructions if you are using a different regulator. Make sure the hose coming from the heater is correctly connected to the regulator and they are clean and not damaged. Make sure the switch on the regulator is in the off position. Turn clockwise into the 3 o’clock position. Remove the protective cap from the gas cylinder Place the regulator onto the valve and press down firmly until you hear a metallic click signifying the collar has locked onto the valve. We recommend connecting your gas bottle outside of the portable heater and only placing it inside when it’s ready to use To start using your heater, turn the regulator anti-clockwise so it’s in the 12 o’clock position. The gas is now on. Light your portable heater as advised by the manufacturer’s instructions. When you’ve finished using your heater, turn the switch on the regulator clockwise to the 3 o’clock position to turn the heater off. We recommend turning the heater off at the regulator every time, this will burn off any residual gas left in the heater. If your heater has a power switch, you can also turn this off. If you need to change your empty gas bottle, turn off the regulator and push in the button on the regulator to easily lift it off the bottle. It is now safe to replace your gas bottle. For more information watch our video here

Question 6

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 7

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 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 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 10

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 11

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 12

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

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