Flogas Britain Ltd.

Question 1

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 2

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 3

Propane vs Butane – what’s the difference?

Accepted Answer

Whilst Propane and Butane have similar properties, they each have specific uses.

Propane has a lower boiling point, making it more suitable for outdoor storage – and is most commonly used for central heating, cooking, transport and commercial operations. Butane is best used indoors, making it the preferred option for portable mobile heaters. It’s also used to power leisure activities during warmer, summer months, such as camping, boating and BBQs.

Question 4

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 5

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 6

Where can I purchase cylinders from?

Accepted Answer

You can order online through our online shop or simply call our free phone number 0800 574 574. Our agents will take and place your order which will then be delivered within 5 working days (often earlier) by your local Flogas cylinder depot. You can also set up an online account by registering through our My Account portal where you will also be able to make a payment to your account and view previous orders.

Alternativley you can use our stockist finder to locate a stockist close to you and you can collect the same day.

Question 7

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 8

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

Accepted Answer

The 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:

<img class="img_embed" title="" src="/uploads/asset_image/2_201.jpg" alt="How to read your tank gauge." data-ext="jpg" data-field-id="2" data-id="201" data-module="asset_image" data-type="_" />

Question 9

Do you inform me when my gas delivery is going to be made?

Accepted Answer

Yes, we can send you a text message the day before a gas delivery if you have requested this service - which is free of charge. To request this service, please call us on 0800 574 574.

Question 10

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 11

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

Accepted Answer

If you're a manual ordering - or On Call - customer we advise you to place your orders when your gauge is reading 40%. If your already on our Auto-ordering service, you don't need to place orders - our systems work out your usage and place orders for you.

If you'd like to leave your ordering to us, just switch to Auto-ordering at www.flogas.co.uk/auto-ordering.

Question 12

How do I read my gauge?

Accepted Answer

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

For more help please refer to the technical booklet.

Frequently Asked Questions

Refine results