Flogas Britain Ltd.

Question 1

How do I connect a leisure green cylinder?

Accepted Answer

Green leisure cylinders have a 27mm valve, so they need to be fitted with the correct clip-on regulator. You can double check the size of the regulator by looking on the inside of the regulator. Make sure the switch on the regulator is in the off position. Turn clockwise into the 3 o’clock position. Remove the protective cap from the gas cylinder Place the regulator onto the valve and press down firmly until you hear a metallic click signifying the collar has locked onto the valve. To start using your cylinder, turn the regulator anti-clockwise so it’s in the 12 o’clock position. The gas is now on. When you’ve finished, turn the switch on the regulator clockwise to the 3 o’clock position. If you need to change your empty gas bottle, turn off the regulator and push in the button on the regulator to easily lift it off the bottle. It is now safe to replace your gas bottle. For more information watch our video here.

Question 2

How do I connect my propane cylinder?

Accepted Answer

These cylinders are supplied in standard red or in green leisure gas cylinders. Standard Red: A variety of pressure regulators or hose assemblies can be connected to the cylinder valve, but the regulator connection is the same - UK POL 5/8” LH male. First, ensure the POL thread is clean and undamaged and then offer up to the cylinder valve. The connection is left hand to tighten, right hand to disconnect. Care should be taken to select the correct direction! A spanner will be required to ensure gas soundness is achieved by the final firm ‘nip’ to tighten onto the valve thread. It is advisable to perform a leak test with a simple soap solution. If bubbles form around the valve, consider tightening the nut further but not with excessive force. If bubbles continue to form, it would be advisable to replace the regulator as permanent damage will have been caused to the POL. Once the regulator has been connected the cylinder valve can be turned on. Green Leisure: The connection or disconnection of the regulator for this cylinder is the same as for butane cylinders. The only difference is the cylinder valve size which in this instance is 27mm. Proceed as instructed for butane cylinder connection or disconnection

Question 3

How do I make a complaint?

Accepted Answer

You can make a complaint to us in four ways;

You can write to us at Customer Relations, Flogas Britain Limited, 81 Rayns Way, Watermead Business Park, Syston, Leicestershire LE7 1PF
You can fill out an online complaint form
Call us on 0800 574 574
Drop us an email at customer.relations@flogas.co.uk

Please ensure you include your account number on all correspondence.

Question 4

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 5

The pilot light keeps going out and heater shuts down

Accepted Answer

The heater may be positioned in a draught. Eliminate problem and re-position heater. If this is not the case, it could be that the cylinder is running low on gas. Please contact us to replenish your bottle, go to our online shop where you can order online or order through your account.

Question 6

My heater keeps going out, what is happening to it?

Accepted Answer

This happens if the heater is being used in a confined space with inadequate ventilation. There must be adequate ventilation (open door/windows) or it be placed in a large space. The cylinder may be low on gas and a new bottle will be required. Please contact us to replenish your bottle, go to our online shop to order online or order through your account.

Question 7

There's a poor or no flame on my appliance

Accepted Answer

There is a possible air pocket in the cylinder. Take into the open air and release the air/gas mixture for about 30 seconds by depressing valve central shaft (using non metallic rod; pencil or pen top). Take back indoors and repeat the ignition process. The cylinder may be too cold if freezing conditions - allow time for it to rise in temperature indoors before lighting.

Question 8

My heater will not light, what do I do?

Accepted Answer

Check that the regulator is turned to 'on' position. Hold button down 10-15 seconds to allow gas to reach pilot light, release and press for ignition. Hold down button for further 10-15 seconds so that the gas valve holds open. Proceed to select heat setting. If the pilot is blocked, remove the blockage. If you are still unable to light it, please contact us.

Question 9

My regulator is not fitting correctly, what am I doing wrong?

Accepted Answer

Check the regulator and cylinder compatibility, you may be using the wrong regulator. The regulator should be firmly pressed into the cylinder valve to achieve a secure connection (audible metallic click. Click here to watch our handy video that explains the installation process in more detail. To check if you’re using the correct regulator for your cylinder, click here to use our regulator selector.

Question 10

How do I authorise my partner on the account ?

Accepted Answer

To help protect you and your account, and comply with GDPR regulations, we have to be very careful about who we speak to regarding important information on your account, including placing orders. We know that our customers may prefer for partners or other family members to be able to deal with managing their account, so it's easy to do. Please call us on 0800 574 574, or send us written confirmation via My Account, or email customer.enquiries@flogas.co.uk confirming your; account number, address and the full name of who you are authorising to be named on the account.

Question 11

The account holder has passed away, what do I need to do?

Accepted Answer

We know that this will be both a sad and stressful time for you, so we aim to make everything as easy for you as we can. Please just give us a call on 0800 574 574 or email our Consumer admin team on tank.switch@flogas.co.uk with as many details as you currently know - who is taking over the account or property, will it be left vacant for a time? We'll then contact you with the next steps.

Question 12

How do I change my name on the account as I have got married ?

Accepted Answer

Firstly - congratulations! Now let's change your name officially on your account. We just need written confirmation, so please send us a message through My Account or send an email to customerservice.enquiries@flogas.co.uk. You do not need to send a copy of your marriage certificate.

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