Flogas Britain Ltd.

Q: What part of the equipment is my responsibility?

Bulk domestic customers It's important to remember that you are responsible for ensuring that your LPG tank and surroundings is kept safe and compliant with the Code of Practices governing the safety of your installation. Full details of the parts that are your responsibility, and what is ours can be found in your Technical Manual issued when you joined us. You can find more information on the safe upkeep of your installation and view a copy of the Consumer Technical Manual here. Metered domestic customers Flogas own almost all of the equipment that is supplied to you, but we do not own the meter box or any pipework that comes after the meter into your property. Bulk Commercial customers The parts of your installation that you're responsible for will have been advised when you joined us. If you require information on this, please get in touch with your account manager or you can speak to our Customer Experience Centre on 0800 574 574.

Question 1

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 2

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 3

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 4

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

Question 5

What is my account balance?

Accepted Answer

You can view your account balance on our website via My Account.

If you are not registered online, but have a bill from us, please follow the instructions on our web page to set up your account
If you are not registered online, and are new to Flogas, please call our Customer Experience Centre who will help create your account
- Our UK contact centre is open;
  1. Monday to Friday: 8am - 5pm
  2. Saturday: 8am - 1pm
- Call us free on 0800 574 574.

If you want to discuss your account with our friendly team, please call us free on 0800 574 574

Question 6

What is On Call?

Accepted Answer

If you’d prefer not to use our automated LPG delivery service, Auto-ordering, you can opt for our On Call service instead. This lets you order gas as and when you choose. However, please make sure you order in plenty of time, as our minimum delivery period is 28 days (and can be longer during busy periods).

Question 7

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 8

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.

Question 9

What part of the equipment is my responsibility?

Accepted Answer

Bulk domestic customers It's important to remember that you are responsible for ensuring that your LPG tank and surroundings is kept safe and compliant with the Code of Practices governing the safety of your installation. Full details of the parts that are your responsibility, and what is ours can be found in your Technical Manual issued when you joined us. You can find more information on the safe upkeep of your installation and view a copy of the Consumer Technical Manual here. Metered domestic customers Flogas own almost all of the equipment that is supplied to you, but we do not own the meter box or any pipework that comes after the meter into your property. Bulk Commercial customers The parts of your installation that you're responsible for will have been advised when you joined us. If you require information on this, please get in touch with your account manager or you can speak to our Customer Experience Centre on 0800 574 574.

Question 10

What’s my account number?

Accepted Answer

Your account will be featured on correspondence you receive from Flogas - initially on your documentation from when you joined us. If you cannot find it, just give us a call on 0800 574 574.

Question 11

When do you carry out maintenance?

Accepted Answer

Our drivers visually inspect the tank whilst they are carrying out a delivery to you and report back to our tank maintenance team, if there are any required maintenance issues.

This could also be in relation to reporting other hazards, for example overgrown vegetation or hedges near to the tank we will notify you of and which need your attention.

Additionally, our engineers perform a statutory inspection of the tank every 10 years.  A tank has a service life of up to 30 years, before it must be replaced for you.  In the unlikely event that a tank does not meet our detailed periodic safety inspection criteria, we may need to exchange it for you sooner.

Should you notice anything wrong with your tank or if any part of the tank has been damaged, please call our 24-hour emergency team for advice on 03457 200 100

Question 12

When will I receive my requested/agreed refund?

Accepted Answer

Providing the direct debit instruction remains active, a bank transfer to the same account from which we have collected payments will be normally be received within 10 days.

Cheque refunds may take a little longer.

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