Flogas Britain Ltd.

Q: How do I pay my bill?

Making payments is easy! Here are your best options Why not sign up to Direct Debit? You can opt to pay monthly for the gas you've used (domestic bulk and metered customers only) or you can pay your full bill after it's been delivered. You can opt in online now . Alternatively, you can pay online on your online account at my.flogas.co.uk (watch our video below that shows you how) You could pay via bank transfer/faster payment use sort code 56-00-36, Account Number 16356241, Account name "Flogas Britain Ltd" and add your ‘Flogas’ customer account number as payment reference. You can also call 0345 050 0056 to make a payment over the phone using our new automated payment service If you wish to, you can send a cheque made payable to Flogas Britain Ltd to Flogas Britain Ltd, Rayns Way, Watermead Business Park, Syston, Leicester LE7 1PF and write your name, address, and ‘Flogas’ customer account number on the reverse. [embed]https://www.youtube.com/watch?v=84c9xhNrmTs[/embed]

Question 1

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 2

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

Accepted Answer

Your online account - My Account - gives you more visibility and support than ever before on when to place orders. If you're a manual ordering - or On Call - customer we advise you to place your orders when your gauge is reading 40%, this allows time for us to process and plan your delivery. On My Account you can add a tank gauge reading that will calculate your remaining days of gas to accurately place your next order. If you're already on our Auto-ordering service, you don't need to place orders and My Account will show you your remaining days of gas and, if you have telemetry fitted. your usage history. Watch Flogas My Account | How To Register Your Account Online [embed]https://www.youtube.com/watch?v=vGGmVXzx8WY[/embed] Watch Flogas My Account | How to Find Information on your Bulk Orders [embed]https://www.youtube.com/watch?v=Dcl0Ki0ecrQ[/embed]

Question 3

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 are used. So it will be possible to calculate approximately how long a cylinder will last on a particular appliance, depending on the selected heat setting. 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 will drop. A band of frosting or heavy condensation may also appear on the cylinder(s). This can also be a sign that you need a larger cylinder size.
For butane appliances (like an 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. If you need to order a new gas bottle, you can do this through the website shop or by logging into your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 4

How do I make a complaint?

Accepted Answer

You can make a complaint to us in any of the four ways below;

You can write to us at Customer Relations, Flogas Britain Limited, 81 Rayns Way, Watermead Business Park, Syston, Leicestershire LE7 1PF
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 5

How do I pay my bill?

Accepted Answer

Making payments is easy! Here are your best options

Why not sign up to Direct Debit? You can opt to pay monthly for the gas you've used (domestic bulk and metered customers only) or you can pay your full bill after it's been delivered. You can opt in online now.
Alternatively, you can pay online on your online account at my.flogas.co.uk (watch our video below that shows you how)
You could pay via bank transfer/faster payment
- use sort code 56-00-36,
- Account Number 16356241,
- Account name "Flogas Britain Ltd"
- and add your ‘Flogas’ customer account number as payment reference.
You can also call 0345 050 0056 to make a payment over the phone using our new automated payment service
If you wish to, you can send a cheque made payable to Flogas Britain Ltd to Flogas Britain Ltd, Rayns Way, Watermead Business Park, Syston, Leicester LE7 1PF and write your name, address, and ‘Flogas’ customer account number on the reverse.

[embed]https://www.youtube.com/watch?v=84c9xhNrmTs[/embed]

Question 6

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

Accepted Answer

Your 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. Image of telemetry dial

With a telemetry device fitted, you can view your readings and historical usage data on My Account. If you notice an issue with your telemetry, you can send a secure message to our team via My Account and we'll get on the case! Watch Flogas My Account | How To Register Your Account Online [embed]https://www.youtube.com/watch?v=vGGmVXzx8WY[/embed]

Question 7

How do I read my gauge?

Accepted Answer

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

Important Notes

85% - your tank will normally only be filled to 85% to allow for expansion and contraction of the gas in different weather conditions
40% - if you're a manual ordering customer place your order online now via My Account - this will give us time to process and plan your delivery
20% - your tank gauge might now scarily be displaying as in the red - but please don't panic! if you're on Auto ordering, just check our My Account for advice on how many days of gas you have left and when your next delivery is due. If you'e on manual ordering, place your order now.

If you're a manual ordering customer or an Auto ordering customer without telemetry, keep your My Account updated with regular tank readings.

Question 8

How do I read my meter?

Accepted Answer

You may have a remote reader installed (meaning we receive your readings automatically) however it’s still worth familiarising yourself with the below. Analogue meters When recording your meter readings, only record the numbers before the decimal point (those in black numbers on a black and red dial meter).

Digital meters When recording your reading, only record the numbers before the decimal point. These digital meters have a battery saving function – so, to wake up the screen simply press and hold the right-hand recessed button for 5 seconds.

When to read your meter We recommend you send us a monthly meter reading around the 15th of the month. This ensures we have the most up-to-date usage and you never pay for more gas than you use! If we don’t get a meter reading for 3 months we’ll calculate your usage with an estimation, then, as soon as we get another reading from you, we can amend your account accordingly. How to send your reading Once you have your reading, submit this online - we recommend doing so monthly, so you're only ever paying for the gas you use. Lost your meter box key? No problem, just give us a quick call and we’ll get a new one right out to you https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 9

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 10

How do I sign up to e-billing?

Accepted Answer

Sign up to eBilling and save those piles of paperwork cluttering up your desk! Signing up is easy - just login to My Account and navigate to your 'Account details' section to opt in. If you can't see this, you may already be opted in, but please call us on 0800 574 574 if you have any questions. Watch below for how to register your account online and update your Account details https://www.youtube.com/watch?v=vGGmVXzx8WY https://www.youtube.com/watch?v=5_QGI1laCkk

Question 11

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.

Question 12

How do you calculate the monthly budget where no delivery history exists?

Accepted Answer

If you have recently moved into a property, we have no delivery history to determine a monthly budget. For new customers monthly instalments are started based on the size of your tank. For example, a tank size of 1410litres we start Direct Debits at £130, larger or smaller tanks are adjusted as necessary. Please speak to one of our team for more information if needed. We will review your payments periodically, don’t forget you can keep an eye on your balance online. If you are concerned about the balance on your account please contact one of our agents, they will be happy to review your account for you and if needed discuss the best actions to take. The first instalment is payable immediately followed by 11 monthly payments by direct debit. If you have consumption history from another supplier we can use your last years gas usage to work out your monthly payments. To discuss Direct debit amounts call 0345 050 0056. We will always notify you of any change in the amount due at least 14 days in advance and quarterly statements will be issued. Where a credit balance accrues in your favour and the amount exceeds one monthly instalment it will be refunded in full on the anniversary date and a revised monthly payment calculated and advised. Where monthly payments are insufficient to meet your consumption we will notify you of the calculated amount required and increase your direct debit payments. You may of course make a lump sum payment at any time and discuss your direct debit amount with us.

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