Flogas Britain Ltd.

Q: How do I contact customer services?

Have you tried looking for your answer on My Account ? If you still need help, you can contact the Flogas Customer Experience Centre by either; Calling us on 0800 574 574 Emailing our Customer Experience Team on: CustomerService.Enquiries@flogas.co.uk Fill in our online form here.

Question 1

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 2

What can I use instead of heating oil?

Accepted Answer

There are several alternatives to oil when heating a home. As oil is the most carbon-intensive fossil fuel, it’s important to consider the environmental impact of oil as a heating source. LPG is a cleaner alternative to oil as it has a much lower carbon intensity – 20% lower in fact. Not only that, but it’s a reliable energy source that will keep you warm and comfortable inside the home. 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 3

Can you convert oil heating to gas?

Accepted Answer

As both oil and gas are classed as a ‘wet system’, LPG can easily replace oil in most cases. If you’re looking to convert oil heating to gas, we can help you with an oil to gas conversion. We could take care of the entire installation process, including a new boiler* and LPG tank. Plus, we could remove your oil boiler* and take away your old oil tank*. You can then benefit from a clean, reliable supply of LPG whenever you need it. _{*currently available in NR and IP postal regions only}

Question 4

How much will it cost to replace my oil boiler?

Accepted Answer

The cost for a new boiler will vary, but if your existing oil boiler is over 10 years old, it could be approaching its ‘end of life’. As a result, repairs could be more severe and breakdowns more frequent. With us, you could choose to spread your payments over 12 months, interest free, or you may even qualify for a government grant towards the full or partial cost of replacing your oil boiler, through the ECO Scheme. Contact us today to find out about towards a new heating system or click here to read more about the ECO Scheme.

Question 5

How do I contact customer services?

Accepted Answer

Have you tried looking for your answer on My Account? If you still need help, you can contact the Flogas Customer Experience Centre by either;

Calling us on 0800 574 574
Emailing our Customer Experience Team on: CustomerService.Enquiries@flogas.co.uk
Fill in our online form here.

Question 6

Will I be charged for the cylinder?

Accepted Answer

When you buy gas from us in a cylinder, you'll be asked to pay a 'cylinder charge' for each cylinder. This is because it will remain our property and it is being provided to you only for the purposes of using the gas supplied. When the cylinder is empty, you can simply exchange it for a pre-filled cylinder or return the empty cylinder to us. You can return your gas cylinder for any cylinder within the same category: Small cylinder category Propane: 11kg, 6kg, 4.7kg, 3,9kg Small cylinder category Butane: 7kg, 4.5kg Leisure Gas category: 11kg, 9kg and 6kg Gaslight category: 10kg and 5kg Large cylinder category: 47kg, 19kg, 18kg FLT, 11kg FLT 13kg Butane and large cylinders are like for like only. Cylinder charges: Small cylinder category and Leisure Gas category: £38.50 Gaslight category: £49.96 13kg Butane: £38.50

Question 7

How do I connect a gas cylinder?

Accepted Answer

A regulator is always needed for your gas supply. Please check that you have the correct type and size for your gas cylinder.

Check that the hoses are in good condition and that they are marked as suitable for use with LPG and that they are less than 5 years old (every hose is date stamped with the production date, so you know how old the hose is.) While an older hose may look good on the outside, internally it may be starting to deteriorate.

Don’t forget when checking and changing your LPG hoses this includes the pigtails connected to the cylinders, as well as any other hoses that may be connected to your appliances.

Question 8

What’s my account number?

Accepted Answer

Your account will be featured on correspondence you receive from Flogas - initially on your documentation from when you joined us. If you cannot find it, just give us a call on 0800 574 574.

Question 9

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.

If there is no existing balance to pay, based on the average size house, we commence monthly instalments at £100 and review this periodically. The first instalment is payable immediately followed by 11 monthly payments by direct debit.

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.

Question 10

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 every month, which will ensure we do not send estimated bills which are triggered where no read is applied in a 3 month period.

Question 11

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 12

Can I set up a Direct Debit online?

Accepted Answer

To set up a direct debit for your account, you will need to contact us for a budget account facility. This only takes a few minutes to do over the phone, and you can reach us on 0800 574 574.

Please advise the customer service advisor of the date in the month which best suits your financial circumstances.

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