Flogas Britain Ltd.

Q: How do I pay my bill?

For domestic customers We accept card payments over the telephone, bank transfers via your bank account or online payments through My Account. Customers can also set up a fixed fee monthly direct debit with us to help spread the cost over the year or a variable monthly direct debit to clear their account in full Please call our Customer Experience Centre on 0800 574 574 to arrange this. For business customers We can offer credit terms, should your credit report support it Our standard credit terms are 14 days Upon request we can also agree a cash with order account Please call our customer experience centre team on 0800 574 574 or our credit control team on 0845 050 0056 so they can help you. .

Q: How do I disconnect a leisure green propane cylinder?

Disconnection procedure is as for Flogas butane cylinders . Note: If the regulator your appliance is different from the one described above, please contact us . Alternatively, email applianceenquiries@flogas.co.uk .

Question 1

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

Accepted Answer

The easiest way to request and arrange a refund is to call our credit control department on 0845 050 0056.

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.

All customer accounts are reviewed every 12 months as standard. We will contact you to let you know if your account is in credit.

You can choose a refund or leave the balance on your account for future use.

Providing any outstanding queries on your account are resolved, you should expect your refund to be received within 14 days from the initial request.

Question 2

How do I pay my bill?

Accepted Answer

For domestic customers

We accept card payments over the telephone, bank transfers via your bank account or online payments through My Account.
Customers can also set up a fixed fee monthly direct debit with us to help spread the cost over the year or a variable monthly direct debit to clear their account in full

Please call our Customer Experience Centre on 0800 574 574 to arrange this. For business customers

We can offer credit terms, should your credit report support it
Our standard credit terms are 14 days
Upon request we can also agree a cash with order account

Please call our customer experience centre team on 0800 574 574 or our credit control team on 0845 050 0056 so they can help you. .

Question 3

How do I sign up to e-billing?

Accepted Answer

You can request to sign up to our paperless eBilling service via your online account or call our Customer Experience Centre for free on 0800 574 574. A valid email address will be required and a check will be made to validate it with you.

Question 4

I have a gas regulator I want to use on my barbecue (or other appliance). Can I do this?

Accepted Answer

We would need to identify the specification of the regulator in order to advise on its suitability for the purpose intended. Please contact us and we will be able to help or email applianceenquiries@flogas.co.uk.

Question 5

I think my cylinder is leaking, what do I do?

Accepted Answer

Isolate the cylinder supply and contact our 24-hour emergency team on 03457 200 100.

Question 6

I have two cylinders and want to upgrade to four, what do I need?

Accepted Answer

An upgrade kit is required which consists of 2 tee pieces, 2x35 inch hoses and 2x20mm nuts which connect on to the thread on the addition 2 cylinders. This can be purchased from our online shop.

Question 7

I no longer need my gas bottles, how do I dispose of it/them?

Accepted Answer

Use our cylinder return form to request a collection and we will arrange for our local depot to collect your cylinder(s) for you. Alternatively, you can check with your local civic amenity site as these often will take your cylinders. These will periodically be collected by our vehicles and returned into our inspection, re-testing and refurbishment facility to extend its use in circulation. Click here to check the list of cylinder brands we currently accept.

Question 8

How do I disconnect a leisure green propane cylinder?

Accepted Answer

Disconnection procedure is as for Flogas butane cylinders. Note: If the regulator your appliance is different from the one described above, please contact us. Alternatively, email applianceenquiries@flogas.co.uk.

Question 9

How do I disconnect a standard red propane cylinder?

Accepted Answer

Ensure the cylinder valve is closed. A spanner is required to unscrew and disconnect the regulator. Position the spanner over the brass hexagon nut and then turn clockwise/right hand to loosen and remove the regulator.

Question 10

How do I disconnect a butane cylinder?

Accepted Answer

Turn the control lever from the vertical (on position) to the horizontal (off position). With hand over the regulator, place thumb against central spindle/shaft of control lever and press firmly towards the body of the regulator. This will release the locking collar from the cylinder valve and regulator should spring away. The cylinder can then be removed for the replacement cylinder to be positioned.

Question 11

How do I know what size regulator I need for my appliance?

Accepted Answer

Most appliances will have a regulator fitted during production and therefore the need to select the correct regulator will be unnecessary. However, where an appliance has, for some reason no regulator fitted, care and caution is required to replace the original with the correct substitute.

Please note that it may be extremely dangerous to operate an appliance on the wrong regulator. A low pressure appliance for example fitted with a high pressure regulator could have serious consequences, either risk of fire and or injury. An appliance which should be operated with a high pressure regulator but has been fitted with low pressure control will not burn efficiently and will produce the results of incomplete combustion - carbon monoxide - hence a serious health and safety hazard.

It is therefore important to inspect the data badge which should be present on all gas appliances in order to determine the correct pressure required for the appliance and its power rating in BTUs or kWs. Once this has been established we will be in a position to advise what regulator is appropriate and safe to use. Please contact us or email applianceenquiries@flogas.co.uk.

Question 12

How do I know when to place my next order for my gas appliance?

Accepted Answer

Any gas appliance will have a power rating (in BTUs or KWs) stated on its data badge. This shows how many grams (or kilograms) of gas per hour is used. So it will be possible to calculate approximately how long an cylinder will last on a particular appliance, depending on the heat setting is selected.

A typical cabinet heater for example will take approximately 118 hours to consume 13kgs of gas if operated continuously on its lowest setting.

Depending on the appliance there are also a number of ways to detect when gas is getting low in the cylinder as follows:
For high heat output appliances (like industrial forced air heaters) the normal operation and efficiency of the appliance will begin to diminish and the burner sound drop. A band of frosting or heavy condensation may also appear on the cylinder(s)

For butane appliances (like a infrared cabinet heater) the flame intensity will drop on the ceramic plaques and the pilot burner flame will begin to ‘lift’, indicating a weak air gas mixture, and become noisy in operation.

If you are a regular gas cylinder user then a pattern of usage would be a guide for when a replacement is due, e.g. a cycle of a cylinder every 3 or 4 weeks.

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