Flogas Britain Ltd.

Q: How do I pay my bill?

For domestic customers We accept card payments over the telephone, bank transfers via your bank account or online payments through My Account. Customers can also set up a fixed fee monthly direct debit with us to help spread the cost over the year or a variable monthly direct debit to clear their account in full Please call our Customer Experience Centre on 0800 574 574 to arrange this. For business customers We can offer credit terms, should your credit report support it Our standard credit terms are 14 days Upon request we can also agree a cash with order account Please call our customer experience centre team on 0800 574 574 or our credit control team on 0345 050 0056 so they can help you. .

Question 1

How do I know if my cylinder is empty?

Accepted Answer

All cylinders have a tare weight disk showing the weight of the cylinder, we then fill the bottle to the required amount the cylinder can hold. To check how much gas is remaining we would recommend using scales.

For example the total weight of a 13kg cylinder is 25kg – the bottle weighs 12kg and the gas weighs 13kg.

To check how much gas is remaining, place the bottle on a scale and check the weight. In this example, if the scales show 14kg, the original bottle weight was 12kg, so this would mean there is 2kg of gas left in the cylinder.

Question 2

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

Accepted Answer

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.

Question 3

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

Accepted Answer

If you're a manual ordering - or On Call - customer we advise you to place your orders when your gauge is reading 40%. If your already on our Auto-ordering service, you don't need to place orders - our systems work out your usage and place orders for you.

If you'd like to leave your ordering to us, just switch to Auto-ordering at www.flogas.co.uk/auto-ordering.

Question 4

How do I know when to place my next order for my gas appliance?

Accepted Answer

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.

Question 5

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 6

How do I pay my bill?

Accepted Answer

For domestic customers

We accept card payments over the telephone, bank transfers via your bank account or online payments through My Account.
Customers can also set up a fixed fee monthly direct debit with us to help spread the cost over the year or a variable monthly direct debit to clear their account in full

Please call our Customer Experience Centre on 0800 574 574 to arrange this. For business customers

We can offer credit terms, should your credit report support it
Our standard credit terms are 14 days
Upon request we can also agree a cash with order account

Please call our customer experience centre team on 0800 574 574 or our credit control team on 0345 050 0056 so they can help you. .

Question 7

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

Accepted Answer

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. See the below diagram for more information:

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Question 8

How do I read my gauge?

Accepted Answer

Please see the below diagram for guidance on reading your bulk LPG tank gauge:

For more help please refer to the technical booklet.

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

How do I renew my metered estates contract with you?

Accepted Answer

If you are on a metered estate that is supplied by Flogas and your contract is coming to an end, you can renew this with us by giving us a call on 0800 023 23 32 or book an appointment at www.flogas.co.uk/home/renew.

Question 11

How do I sign up to e-billing?

Accepted Answer

You can request to sign up to our paperless eBilling service via your online account or call our Customer Experience Centre for free on 0800 574 574. A valid email address will be required and a check will be made to validate it with you.

Question 12

How do I switch to Flogas LPG?

Accepted Answer

Whether you are a home owner or a business looking to change your LPG supplier, our hassle-free switching service and will manage the entire process for you. Homeowners just need to call us on 0800 023 23 32 or go to www.flogas.co.uk/home/quote and one of our team will talk you through the process. We'll get in touch with your existing supplier on your behalf and before you know it we will be welcoming you to the Flogas family. Business owners, give us a call on 0808 2534 012 or go to www.flogas.co.uk/business/enquiry and we'll discuss your options.

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