How do I connect my cylinder?

Butane cylinders

These are supplied with either 20 or 21mm connections. It is important to check both cylinder and regulator to ensure compatibility. An instruction disc fixed over the cylinder valve will show this information and the regulator also has the size recorded on the specification disc.

Connection: First ensure that the cylinder is placed on a firm base. If for use within a cabinet heater, for example, it is advisable to connect the regulator with the cylinder outside the cabinet. When this is done, the cylinder can then be placed within the cabinet.

Pick up the regulator, having first ensured the control lever is in the horizontal position, and place over the cylinder valve. With a firm downward action, push the regulator onto the valve until a metallic click signifies it is locked on. This may require one or two attempts before the connection is achieved.

To check the connection is sound, assuming the regulator is connected via a flexible hose to the appliance, turn the lever into the vertical position which then allows gas to flow to the heater gas valve. This action should be smooth with little or no resistance felt. If it appears to require undue force, the regulator needs to be disconnected (see regulator disconnection) from the valve and the process repeated.

Once the connection is satisfactorily completed then the cylinder can be placed within the heater and the ignition procedure commenced.

Note: If the regulator connected to your appliance is different from the one described above, please visit our contact page to find out how to get in touch.

Propane cylinders

These are supplied in standard red or in green leisure gas cylinders.

Standard Red:

A variety of pressure regulators or hose assemblies can be connected to the cylinder valve, but the regulator connection is the same - UK POL 5/8” LH male. First, ensure the POL thread is clean and undamaged and then offer up to the cylinder valve. The connection is left hand to tighten, right hand to disconnect. Care should be taken to select the correct direction! A spanner will be required to ensure gas soundness is achieved by the final firm ‘nip’ to tighten onto the valve thread. It is advisable to perform a leak test with a simple soap solution. If bubbles form around the valve, consider tightening the nut further but not with excessive force. If bubbles continue to form, it would be advisable to replace the regulator as permanent damage will have been caused to the POL. Once the regulator has been connected the cylinder valve can be turned on. 

Leisure Green cylinders

The connection or disconnection of the regulator for this cylinder is the same as for butane cylinders. The only difference is the cylinder valve size which in this instance is 27mm. Proceed as instructed for butane cylinder connection or disconnection.

How do I know when to place my next order/ I am getting low on gas?

Any gas appliance will have a power rating (in BTUs or KWs) stated on its data badge. This shows how many grams (or kilograms) of gas per hour is used. So it will be possible to calculate approximately how long an cylinder will last on a particular appliance, depending on the heat setting is selected.

A typical cabinet heater for example will take approximately 118 hours to consume 13kgs of gas if operated continuously on its lowest setting.

Depending on the appliance there are also a number of ways to detect when gas is getting low in the cylinder as follows:
For high heat output appliances (like industrial forced air heaters) the normal operation and efficiency of the appliance will begin to diminish and the burner sound drop. A band of frosting or heavy condensation may also appear on the cylinder(s)

For butane appliances (like a infrared cabinet heater) the flame intensity will drop on the ceramic plaques and the pilot burner flame will begin to ‘lift’, indicating a weak air gas mixture, and become noisy in operation.

If you are a regular gas cylinder user then a pattern of usage would be a guide for when a replacement is due, e.g. a cycle of a cylinder every 3 or 4 weeks.  

How do I know what size regulator I need for my appliance?

Most appliances will have a regulator fitted during production and therefore the need to select the correct regulator will be unnecessary. However, where an appliance has, for some reason no regulator fitted, care and caution is required to replace the original with the correct substitute.

Please note that it may be extremely dangerous to operate an appliance on the wrong regulator. A low pressure appliance for example fitted with a high pressure regulator could have serious consequences, either risk of fire and or injury. An appliance which should be operated with a high pressure regulator but has been fitted with low pressure control will not burn efficiently and will produce the results of incomplete combustion - carbon monoxide - hence a serious health and safety hazard.

It is therefore important to inspect the data badge which should be present on all gas appliances in order to determine the correct pressure required for the appliance and its power rating in BTUs or kWs. Once this has been established we will be in a position to advise what regulator is appropriate and safe to use. Please contact us or email applianceenquiries@flogas.co.uk.

How do I disconnect the regulator from the cylinder?

Flogas butane cylinders

Turn the control lever from the vertical (on position) to the horizontal (off position). With hand over the regulator, place thumb against central spindle/shaft of control lever and press firmly towards the body of the regulator. This will release the locking collar from the cylinder valve and regulator should spring away. The cylinder can then be removed for the replacement cylinder to be positioned.

Flogas propane, standard red

Ensure the cylinder valve is closed. A spanner is required to unscrew and disconnect the regulator. Position the spanner over the brass hexagon nut and then turn clockwise/right hand to loosen and remove the regulator.

Flogas leisure green

Disconnection procedure is as for Flogas butane cylinders above.

Note: If the regulator your appliance is different from the one described above, please contact us. Alternatively, email applianceenquiries@flogas.co.uk.

I no longer need my cylinder(s) how do I dispose of it/them?

Please contact us and we will make the necessary arrangements to collect your surplus or unwanted cylinder(s). Alternatively, you can check with your local civic amenity site as these often will take your cylinders. These will periodically be collected by our vehicles and returned into our inspection, re-testing and refurbishment facility to extend its use in circulation.

I have two cylinders and want to upgrade to four, what do I need?

An upgrade kit is required which consists of 2 tee pieces, 2x35 inch hoses and 2x20mm nuts which connect on to the thread on the addition 2 cylinders. This can be purchased from our online shop.

How many litres does my cylinder hold?

This would vary depending on size of cylinder.

Where can I purchase cylinders from?

You can order online through our online shop or simply call our free phone number 0800 574 574. Our agents will take and place your order which will then be delivered within 5 working days (often earlier) by your local Flogas cylinder depot. You can also set up an online account by registering through our My Account portal where you will also be able to make a payment to your account and view previous orders.

Will I be charged for the cylinder itself?

if you are ordering an 11kg or smaller, there will be a non refundable cylinder charge of £30.62 (Inc. VAT). Cylinders which are 11kg and smaller, must be like for like to avoid additional charges. 

I have a gas cylinder but not certain if it is suitable for my barbeque(or other appliance). Can you advise me?

Yes, please contact us and one of our agents will be able to help or email applianceenquiries@flogas.co.uk.

I have a regulator that doesn’t fit my gas cylinder. What do I need to do?

You will need a regulator compatible with your cylinder. However, we would need to know what you intend to use both cylinder and regulator for before we can advise. Please contact us to discuss your requirements.

I have a gas regulator I want to use on my barbecue (or other appliance or piece of equipment). Can I do this?

We would need to identify the specification of the regulator in order to advise on its suitability for the purpose intended. Please contact us and we will be able to help or email applianceenquiries@flogas.co.uk.

Bills & Payments

How can I view statements/invoices online?

At the moment you are unable to do this but from October 2016 this facility will be available through your online account. You can register for this at my.flogas.co.uk.

I want to be paperless how do I set this up?

You can request e-billing on your online account at my.flogas.co.uk or by contacting us.

What payment options do you offer?

Should your credit report support it, we can offer credit terms. Our standard credit terms are 14 days, but this can be negotiated. We also accept card payments over the phone, cheque payments and will roll out online payments later in 2016. Customers can also set up a fixed fee monthly direct debit with us or a variable monthly direct debit to clear their account in full. Upon request we can also set customers up with a cash with order account.

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

The easiest way to request and arrange a refund is to give our credit control department a call on 0845 050 0056 . In most cases a refund is sent out by cheque within the week. All accounts are reviewed every 12 month period as standard at which time you will be notified of either a return of credit or you can of course leave it on your account for future use.

Bulk Delivery

What delivery services do you offer?

Our automatic top up service is by far the best delivery service. You need never worry about placing an order again. By analysing your usage behaviour we will automatically ‘top you up’ and, best of all, it’s completely free of charge.

If you would prefer to place your orders yourself, our on call service lets you place orders as and when you want them. However, please be aware in high demand periods your deliveries can take up to 28 days and orders must be for 900 litres or more. If you’d like to find out more about our delivery services, please contact us and our friendly team will be happy to answer any queries.

How do I read my gauge?

Please refer to your technical booklet.

How do I know when I need to place my orders?

We advise that if you have selected to place your own orders, when your gauge is reading 40% then you place an order.

I was told I would receive a delivery but its not turned up?

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 notify us of any specific gate entry codes so that we can ensure we can make the delivery. We may also not need to deliver to you based on the reading you have provided and your usage history, so we will deliver at the most efficient time. You can request an SMS message to be sent to you confirming the delivery date, additionally when your delivery has had to be delayed you will also receive notification of this.

Do you inform me when a delivery is going to be made?

Yes, we can send you an SMS/email the day before, or both if you have requested this service which is free of charge. To request this service please contact us.

How do I read my gauge now that telemetry has been fitted?

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.

Do I own my LPG tank?

If you are the owner of the tank at your site you will have ownership certificates from the manufacturer. If in doubt, contact us and we will be able to confirm ownership.

Health & Safety

When do you carry out maintenance?

Our drivers visually inspect the tank whilst they are carrying out a delivery to you and report back to us at head office if there are any required maintenance issues. This could also be in relation to reporting overgrown hedges near to the tank or any other hazards that are visible that you will be notified of and need to remove. In addition, the tanks are tested every 10 years. The first test is a thorough inspection (10 year test). The second test is a 20 year enhanced test (tank is revalved). If the tank fails a test it may require an exchange. 

I think my cylinder is leaking, what do I do?

Isolate the supply (this is in the Technical and Safety Handbook) and contact our 24 hour emergency team on 03457 200 100.

What part of the equipment is my responsibility?

Please refer to our Technical and Safety Handbook.

How do I reset my regulator?

Please refer to our Technical and Safety Handbook.

I can smell gas, what do I do?

Isolate the supply (this is in the Technical and Safety Handbook) and contact our 24 hour emergency team on 03457 200 100.

Metered Information

How do I read my meter?

Please refer to your welcome booklet.

Where can I find my meter serial number?

Please refer to your welcome booklet.

How can I submit readings?

Meter readings can be submitted using the My Account portal which is quick and easy to register, or alternatively by contacting our customer service team.

How do I get a new key for my meter box?

A new key can be requested by contacting us. The keys are normally sent out within 2 working days by post.

What part of the equipment is my responsibility?

Flogas own almost all of the equipment that supplies you, but we do not own the meter box or any pipework after the meter.

When will you be installing smart meters?

The LPG industry is not bound by the same regulations as mains gas/electricity companies but we are installing smart meters where possible as and when meters are exchanged as part of our maintenance program.

My gas isn't coming through, whats wrong?

Check with your neighbours to see if its affecting all properties or just yours. If its just yours call our emergency team on 03457 200 100. If it's more than one person affected, contact our customer service team during working hours and they will investigate it further for you. If you need to contact out of office hours, please ring our Emergency team on 03457 200 100.

Account Information

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

You can complete the contact us form and we will contact you back with further information.

I can't log on to my online account?

Click the forgotten password link and enter your email address to be sent a link to re-confirm a password and then you will have access. If the email address you entered has not been registered or you have recently changed it, please contact us so that we can fix this for you.

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

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.

How do I make a complaint?

You can write to us at Flogas Britain Limited, 81 Rayns Way, Watermead Business Park, Syston, Leicestershire LE7 1PF; You can fill out an online complaint form or call us on 0800 574 574

I need to change the name on the account as I have got married?

Send us a copy of the marriage certificate along with a cover letter to head office or email sales@flogas.co.uk with the copy as an attachment and we will update your account.

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

Send us a copy of the death certificate along with a cover letter confirming to whom is taking responsibility of the property, to head office or email sales@flogas.co.uk with the copy as an attachment. We will then contact you.

How do I authorise my partner on the account ?

Written confirmation would be needed either by post to our head office or email sales@flogas.co.uk confirming your details, your account number, your address and the full name of who you are authorising to be named on the account.

Cabinet Heater Issues

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

Check the regulator/cylinder compatibility (20 or 21mm). It is recommended that the regulator is connected to the bottle before positioning inside the heater. Regulator needs to be firmly pressed into the cylinder valve to achieve secure connection (audible metallic click) * for use on butane only.

My heater will not light, what do I do?

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.

There's a poor or no flame

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. 

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

This happens if the heater is being used in a confined space with inadequate ventilation. There must be adequate ventilation (open door/windows) or it be placed in a large space. The cylinder may be low on gas and a new bottle will be required. Please contact us to replenish your bottle, go to our online shop to order online or order through your account.

The pilot light keeps going out and heater shuts down

The heater may be positioned in a draught. Eliminate problem and re-position heater. If this is not the case, it could be that the cylinder is running low on gas. Please contact us to replenish your bottle, go to our online shop where you can order online or order through your account.

Useful Information

Gas conversions

1 Tonne = 1000kg or 1969 litres, therefore 1kg = 1.969 litres
1 Litre of propane = 7.113 kilowatts per hour or 24000 btu/h
1kg of propane = 14.019 kilowatts per hour or 47300 btu/h
1 litre of fuel oil = 10.18 kilowatts per hour or 34347 btu/h
To convert m³ of vapour to litres of liquid; multiply by 3.85
to convert ft³ of vapour to litres; multiply by 0.1034

Calorific Value of LPG

Calorific Value = 2500 btu/ per hour
=  95 mega joules per m3
= 50 MJ per kilo
= 26 MJ per litre
Freezing point of propane = minus 42°C
Freezing point of butane = minus 2°C