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 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 2

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 3

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 Find out more about how to manage your bulk orders and account online on MY Account. [embed]https://www.youtube.com/watch?v=Dcl0Ki0ecrQ[/embed]

Question 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

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 12

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]

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