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, apart from the meter box and 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 get in touch with our Customer Experience Centre online .

Question 1

What is my account balance?

Accepted Answer

You can view your account balance online at anytime of the day with My Account. Watch below to see how to register your Flogas account online and view your statements in My Account. https://www.youtube.com/watch?v=vGGmVXzx8WY https://www.youtube.com/watch?v=84c9xhNrmTs

Question 2

What is manual ordering (or On Call)?

Accepted Answer

If you’d prefer not to use our Auto ordering LPG delivery service, you can opt for our On Call service instead. This means that you need to keep an eye on your tank gauge and order your own LPG when you need it. You must make sure that you order when your tank is around 40% to allow time for us to process and plan your delivery. For more about how to calculate your usage and when to place your next order go to My Account now. [embed]https://www.youtube.com/watch?v=Dcl0Ki0ecrQ&t=51s[/embed]

Question 3

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 4

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, apart from the meter box and 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 get in touch with our Customer Experience Centre online.

Question 5

What’s my account number?

Accepted Answer

Your account number will be featured on correspondence you receive from Flogas - this might be an email from us when you joined or ordered, or a letter or invoice you've been sent.

If you cannot find it, just give us a call on 0800 574 574.

Question 6

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 7

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.

Question 8

Where can I purchase gas bottles from?

Accepted Answer

You can order gas bottles online through our online shop or quickly and easily by going online to your account. Alternatively, if you're tight on space or need your bottle quickly you can use our stockist finder to locate a stockist close to you and collect it the same day. We recommend calling ahead to make sure they have the size you need. If you register through our My Account portal you will also be able to make a payment to your account and view previous orders. Your order will be delivered by your local Flogas cylinder depot who will also collect any empty bottles you have to return. Remember you can only swap like for like bottles or you may be charged for new any bottles. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 9

Where should I store my gas bottles?

Accepted Answer

Always store and use gas cylinders in a well-ventilated place in an upright position, ensuring that they are stored away from sources of heat and ignition. Never use or store LPG cylinders in a basement or cellar. Propane cylinders must always be stored outside. At home, Butane cylinders may be used indoors, e.g. for use in portable gas room heaters and you can store 2 cylinders indoors (1 in use and a spare) For more information click here. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 10

Which cylinder brands do we accept as a return?

Accepted Answer

The following page contains a list of cylinder brands we will accept as part of the returns process... https://www.flogas.co.uk/flogas-cylinder-brands If you have a bottle to return, you can complete this form to book a collection. If you wish to swap an empty cylinder for a full one, you can place an order on the website shop or your account. Simply choose the bottle you wish to order and when prompted, select yes where it says 'Do you have a cylinder to return'. You can also check previous orders in your account if you're unsure which cylinder you have. [embed]https://www.youtube.com/watch?v=sizC1fgLCuU[/embed]

Question 11

Why are some metered supply estimates inaccurate?

Accepted Answer

Every customer has different heating requirements - some may require more heating throughout the day whereas others will have lower consumption requirements if they are away from the property at work. Once we have a minimum of 12 months fuel consumption the estimating process becomes easier but sudden changes in family circumstances or weather patterns also play a part in hampering our calculation. We strongly recommend you provide us with an actual meter reading online every month, which will ensure we do not send estimated bills which are triggered where no read is applied in a 3 month period. Sumbit your meter reading online now. https://www.youtube.com/watch?v=vGGmVXzx8WY

Question 12

Why is my account in credit?

Accepted Answer

Your account could be in credit for a number of reasons. If you're a bulk LPG customer, you may have paid for an order of gas but we delivered less than you paid for. As we only ever fill your tank to 85% to allow for the expansion of gas during warm weather, you may find the quantity of litres that you paid for was more than the litres we were able to deliver. If you pay us by budget Direct Debit don’t forget that you spread the cost of your gas over 12 payments, this means your account will go into credit and debit throughout the year. At the end of each budget year we will review your payments, and adjust your payment amount if needed. However if you are concerned about the level of credit or debit please get in touch with an advisor today who will be happy to review your account and discuss this with you. You might be able to find how you've built up a credit on your account by reviewing your recent transactions online at myflogas.co.uk/payments/transactions.

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