Flogas Britain Ltd.

Question 1

I think my gas bottle is leaking, what do I do?

Accepted Answer

Isolate the cylinder supply and contact our 24-hour emergency team on 03457 200 100. Any gas bottles with suspected leaks need to be returned to us for inspection. You can also order a replacement through the website shop or your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 2

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

Accepted Answer

With My Account, you can now view your invoices and statements online. Login here or watch the video below for more. If you still have a query, please send us a secure message online and we'll be right back in touch. [embed]https://www.youtube.com/watch?v=84c9xhNrmTs[/embed]

Question 3

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. Our scheduling team will be in the process now of getting your delivery on to the next available lorry. You only need to call us if you're a bulk customer and you're below 5% remaining in your tank, or if you're a gas bottle customer due to run out. Otherwise, we'll be in touch as soon as we're able to redeliver. 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 emails or SMS messages to confirm delivery dates and notifications by getting in touch online on My Account. Watch how to activate your account online https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 4

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 5

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 6

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 Read more about why you should consider moving from oil to LPG here.

Question 7

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 8

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

Accepted Answer

If your account is in credit, it's often a great idea to keep it that way so that, when you come to use more gas you can use that credit before needing to pay for it. If you're on Direct Debit and you believe that your credit has built up due to payments being to high, get in touch via My Account with us and our Crediot Control team can review this. If you do decide to request a refund, just get in touch with us online and we can process this. Please note:

You can choose a refund or leave the balance on your account for future use.
All customer accounts are reviewed every 12 months as standard. We will contact you to let you know if your account is in credit.
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.
Providing any outstanding queries on your account are resolved, you should expect your refund to be received within 14 days from the initial request.

Watch how to activate your account online https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 9

My business is closing or I am moving out.

Accepted Answer

If your business is either closing, or you are leaving the premises where your bulk tank(s) are located, you can let us know on the below form and we will get in touch with you for more information. If you just need to update an invoicing or forwarding address you can do this on My Account. To tell us you're moving please click here.

Question 10

My business is currently using oil – can I swap?

Accepted Answer

Yes. We’ll switch your business from oil to LPG seamlessly, with a dedicated team to manage the whole process for you.

To see some customers that we have already switched from oil to gas, view some of our case studies by clicking here or call us on 0800 574 574.

Question 11

My gas isn't coming through, whats wrong?

Accepted Answer

Please call our emergency team on 03457 200 100.

Question 12

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

Accepted Answer

This happens if the heater is being used in a confined space with inadequate ventilation. There must be adequate ventilation, open doors and windows or place it in a larger space. The cylinder may be low on gas and a new bottle will be required, our heaters use a 13kg Butane cylinder. To order a new bottle, please order via our website shop or order through your account. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

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