Flogas Britain Ltd.

Question 1

The account holder has passed away, what do I need to do?

Accepted Answer

We know that this will be both a sad and stressful time for you, so we aim to make everything as easy for you as we can. Please just give us a call on 0800 574 574 or complete our online form at www.flogas.co.uk/home/existing-customers/bereavement with as many details as you currently know and we'll then contact you with the next steps.

Question 2

The pilot light keeps going out and heater shuts down

Accepted Answer

The heater may be positioned in a draught to eliminate the problem by re-positioning the heater. If this doesn't solve the problem, 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 3

There's a poor or no flame on my appliance

Accepted Answer

There is a possible air pocket in the cylinder. Take into the open air and release the air/gas mixture for about 30 seconds by depressing valve central shaft (using non metallic rod; pencil or pen top). Take back indoors and repeat the ignition process. The cylinder may be too cold if freezing conditions - allow time for it to rise in temperature indoors before lighting.

Question 4

What are the benefits of telemetry?

Accepted Answer

Our telemetry system provides us with a live feed of your gas levels, so, if you’re on our Auto-ordering service we know exactly when it’s time for your delivery, without you having to lift a finger. When you start using your appliances your gas level begins to drop and the telemetry system sends a feed to our systems at head office. When it gets down to a certain level, we know it’s time to organise your delivery. You don’t need to worry about checking your gauge to place any orders, as we do all of this for you and have your deliveries in hand. If you want to check your telemetry readings and historcal telemetry usage you can do this on your online account - My Account.

Question 5

What can I use instead of heating oil?

Accepted Answer

There are several alternatives to oil when heating a home. As oil is the most carbon-intensive fossil fuel, it’s important to consider the environmental impact of oil as a heating source. LPG is a cleaner alternative to oil as it has a much lower carbon intensity – 20% lower in fact. Not only that, but it’s a reliable energy source that will keep you warm and comfortable inside the home. 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 6

What help is available with energy costs and rising cost of living?

Accepted Answer

We understand that our customers, along with many other people across the country, will be experiencing concerns due to the ongoing ‘Cost of Living crisis’. You can get help if you’re struggling to afford your energy bills or top up your prepayment meter. You might be able to take advantage of certain benefits, grants and help offered by the government and energy suppliers. Read more in our support article.

Question 7

Why do I pay a Standing Charge?

Accepted Answer

In simple terms your standing charge covers the various costs associated with supplying your property with gas - including the delivery of gas, maintenance of the gas tank(s) and regular testing. For Metered customers this includes your meter and relevant pipework. The tank(s) which hold your gas supply remains the property of Flogas. This means that we take responsibility for the safety of the gas tank, ensuring that it is at all times maintained to the highest possible industry and national regulatory standards. Here are some of the measures we take to ensure your peace of mind:

Each time we make a delivery of gas to you, our driver performs a visual inspection of the gas tank. If the driver has any concerns about any aspect of the tank from a safety and general maintenance point of view they will immediately report this to our Installations and Maintenance Department. Further inspection will be carried out by one of our experienced gas installers, who will carry out any maintenance work that may be required.
All of our tanks are subjected to a full test and re-qualification on their 10th anniversary.
These tests are performed by our maintenance personnel and are an important part of our commitment to your safety.
All tanks have a unique identifier number which means that we can keep a full record of their history and schedule maintenance when required.

Question 8

What is Auto Ordering?

Accepted Answer

Our LPG Auto Ordering service here at Flogas means you never have to worry about running out of gas again. No more monitoring tanks or remembering to place orders. Instead, our automated gas delivery service means we’ll do it all for you – completely free of charge.

How it works

Our tanks are fitted with state-of-the-art telemetry systems, which remotely monitor your gas usage. This means, when you’re running low, we’ll automatically arrange a delivery to top you up. You can switch to our LPG Auto Ordering service for free, at any time at www.flogas.co.uk/auto-ordering Find out more about how to manage your bulk orders and account online on MY Account. [embed]https://www.youtube.com/watch?v=Dcl0Ki0ecrQ[/embed]

Question 9

What is my account balance?

Accepted Answer

You can view your account balance online at anytime of the day with My Account. Watch below to see how to register your Flogas account online and view your statements in My Account. https://www.youtube.com/watch?v=vGGmVXzx8WY https://www.youtube.com/watch?v=84c9xhNrmTs

Question 10

What is manual ordering (or On Call)?

Accepted Answer

If you’d prefer not to use our Auto ordering LPG delivery service, you can opt for our On Call service instead. This means that you need to keep an eye on your tank gauge and order your own LPG when you need it. You must make sure that you order when your tank is around 40% to allow time for us to process and plan your delivery. For more about how to calculate your usage and when to place your next order go to My Account now. [embed]https://www.youtube.com/watch?v=Dcl0Ki0ecrQ&t=51s[/embed]

Question 11

What is the calorific value for LPG?

Accepted Answer

The calorific value of LPG can be worked out using the following calculations:

1 Tonne = 1000kg or 1969 litres, therefore 1kg = 1.969 litres
1 Litre of propane = 7.08 kWh (kilowatt hours) or 24000 BTU/h
1kg of propane = 14.019 kWh (kilowatt hours) or 47300 BTU/h

To convert from m³ or ft³into litres use the following calculations:

To convert m³ of vapour to litres of liquid; multiply by 3.85
to convert ft³ of vapour to litres; multiply by 0.1034

Question 12

What marketing materials will be available to me if I opt in to Carbon Offsetting for businesses?

Accepted Answer

Your marketing support pack will allow you to demonstrate your corporate social responsibility and environmental integrity to customers and will include a video link, multiple project factsheets for you to use and photographs from some of the projects we have chosen to support.

This marketing support pack is for business customers only.

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