Flogas Britain Ltd.

Question 1

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 2

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 3

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 4

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.

Question 5

Should I opt for bulk LPG or gas cylinders?

Accepted Answer

We can supply either, or both. Our experts will assess your energy needs and help you find exactly the right solution.

Question 6

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 7

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 8

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 9

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 10

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 11

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 12

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.

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