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.

Question 1

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 2

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

Accepted Answer

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.

Question 3

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

Accepted Answer

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.

Question 4

I no longer need my gas bottles, how do I dispose of it/them?

Accepted Answer

Use our cylinder return form to request a collection and we will arrange for our local depot to collect your cylinder(s) for you. 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. Click here to check the list of cylinder brands we currently accept.

Question 5

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 6

I want to query my invoice, how can I do this?

Accepted Answer

You can review your Invoices and Statements online at My Account. If you still need to query an invoice, you can contact us..

Question 7

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

Accepted Answer

We're sorry that we've not delivered when we said we would. 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 have notified us of any specific gate entry codes so that we can make the delivery. We may not need to deliver to you yet based on the reading you have provided and your usage history, so we will deliver at the most efficient time to ensure we keep your tank topped up.

You can request SMS messages to confirm delivery dates and notifications of any delays to your delivery date by calling us on 0800 574 574.

If you require further assistance regarding your delivery please contact a member of our team on 0800 574 574.

Question 8

I'm struggling with living costs, what can I do?

Accepted Answer

If you’re struggling with living costs, there are things you can do to save on your regular living costs. Check what to do if you need help with living costs. If you’re finding it hard to pay your bills, you can get help. Find out more about getting help with your bills. You can also get help with debts. If you’re struggling to pay for food, find out how to get help from a food bank. Further help Contact the Citizens Advice consumer helpline. If you need more help – a trained adviser can give you advice over the phone or by email. Find more support here.

Question 9

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 10

Is LPG more expensive than oil?

Accepted Answer

To find out if you could benefit from potential cost savings when switching from oil to gas, give us a call on 0800 574 574 or contact us online today

Question 11

Is oil or gas heating cheaper?

Accepted Answer

When comparing the cost of oil heating vs gas heating, it’s important to consider several factors. The price of oil is volatile, so costs can fluctuate. With LPG supply agreements, tariffs are agreed upfront, so you always know what you’re going to be paying. There are also maintenance costs to consider. Oil can spill, and maintenance of the tank is the responsibility of the homeowner, not the supplier. Oil is also susceptible to theft, which can cause unexpected damage and further financial burden. Bulk LPG tanks are cheaper to maintain and have no risk of spilling. Plus, they make LPG almost impossible to steal, so it’s safe from potential theft. 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 12

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

Accepted Answer

The easiest way to request and arrange a refund is to call our credit control department on 0345 050 0056.

In most cases, a refund back to your original payment method is preferred (for card payments and direct debit) or a refund is sent out by cheque.

All customer accounts are reviewed every 12 months as standard. We will contact you to let you know if your account is in credit.

You can choose a refund or leave the balance on your account for future use.

Providing any outstanding queries on your account are resolved, you should expect your refund to be received within 14 days from the initial request.

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