Sanjit Sandhu
ssandhu@calor.co.uk
Article
Last Month
My delivery hasn't arrived. Where is my gas?
Published September 24th, 2023 by Sanjit Sandhu
For an update on your gas delivery, please give our customer services team a call on 0345 609 6202 and select the option for your local team. We're here Monday to Friday, 8am to 6pm and Saturday, 9am to 1pm.
How do I find my nearest gas bottle retailer/stockist?
Published February 27th, 2024 by Sanjit Sandhu
You can use our online Retailer Finder tool to locate your nearest gas bottle retailer. Simply pop in your postcode and we'll show you your nearest retailers. We recommend you call before travelling to ensure they have stock of the gas bottle you need.
Where can I buy an LPG gas regulator?
Published September 24th, 2023 by Sanjit Sandhu
You can buy Calor branded regulators and view our Essentials range of approved equipment that we recommend to be used with our LPG gas bottles by visiting the appliance shop.
How long will it take for my gas bottle/s to be delivered?
Published September 24th, 2023 by Sanjit Sandhu
If you’re expecting a delivery from a local retailer, please contact them directly and they'll advise you on their delivery timescales. Once you've ordered, you can find their details on the email we send you. If you’re ordering online, expected delivery timescales are displayed during check-out. Please note that, due to extreme weather conditions a
How can I get in touch with Customer Services?
Published February 27th, 2024 by Sanjit Sandhu
You can get in touch with your local customer services team by: Email - customerservices@calor.co.uk - please include as much information as you can, so we can locate your account. Phone - 0345 609 6202 and select the option for your local team. We're here Monday to Friday, 8am to 6pm and Saturday, 9am to 1pm.
Can I exchange my gas bottle for a different size?
Published September 24th, 2023 by Sanjit Sandhu
Yes, you can. However, if the cylinder is in a different exchange group, you’ll need to take out a new Cylinder Refill Agreement and pay the relevant charge for the new cylinder. Head over to our Refills and Exchanges page to learn more about the different gas bottle categories and CRA charges.
How will the gas be delivered?
Published September 24th, 2023 by Sanjit Sandhu
Calor’s metered estate tanks are fitted with Auto-ordering technology which monitors the levels of gas in the tank and sends us regular readings, so we know when to schedule the next delivery. It's just like being on mains gas.
How can I tell if my gas bottle is empty?
Published September 24th, 2023 by Sanjit Sandhu
The best way to tell if your gas bottle is empty is to have a look at the tare disk. If you look at the top of the gas bottle surrounding the outlet valve, you’ll see a circular aluminum disk. This shows the weight of the gas bottle when it doesn’t contain any gas and is displayed as two numbers either side of each other - in pounds (to the left) an
What is the difference between Propane and Butane?
Published September 24th, 2023 by Sanjit Sandhu
The key difference between propane and butane is their boiling point. Propane can handle much lower temperatures, which is why it’s used in homes with outdoor storage. Butane, on the other hand, is better stored indoors as it doesn’t function as effectively in colder climates.
What are my LPG storage options?
Published September 24th, 2023 by Sanjit Sandhu
We like to give our customers choice. After all, no two homes are the same. You can choose to bury your tank out of sight, have an above ground tank or gas bottle option. Our energy experts will advise and assist every step of the way. You can read more about our storage options here.
How much does a Cylinder Refill Agreement (CRA) cost?
Published September 24th, 2023 by Sanjit Sandhu
Cylinder Refill Agreement charges vary depending on which gas bottle you’re purchasing. Here are the different categories: Butane Small Category Cube gas*, 4.5kg Butane, 7kg Butane £49.99 Butane Medium Category 12kg Butane*, 15kg Butane £49.99 Propane Small Category 3.9kg Propane, 6kg Lite*, 6kg Propane £49.99 Propane Large Category 12kg FLT Propane
What is a standing charge?
Published February 27th, 2024 by Sanjit Sandhu
The tank standing charge is a daily charge that you pay to cover the tank service, and maintenance, regardless of your usage. This is charged quarterly in advance for bulk tank and Calor compact customers. Standing charges vary for underground and above-ground tanks and may be subject to change from time to time.
What do I do if I smell a gas leak?
Published September 24th, 2023 by Sanjit Sandhu
If you have a gas emergency including a gas leak, suspected carbon monoxide, or gas supply disruption, please call our emergency line on 03457 444 999 which is open 24/7. If there is a fire, please call: 999.
I am moving into a property powered by Calor gas cylinders, how do I take ownership of the account?
Published February 27th, 2024 by Sanjit Sandhu
Call our Internal Sales team on 0800 626 626 to get a quote and to set up your account for gas bottles. The team are here Monday to Friday, 9am to 5pm.
How do I find an installer?
Published September 24th, 2023 by Sanjit Sandhu
Whilst we'll take care of everything outside, you'll need a trusty LPG Installer to fit your new boiler and hook everything up inside. Find out more information on our LPG boiler installation page.
Can I order for delivery outside of the UK?
Published September 24th, 2023 by Sanjit Sandhu
No, we don’t dispatch items for international delivery. For deliveries to Ireland, please visit Calor Ireland.
How do I get a refund for the gas bottle I'm returning?
Published September 24th, 2023 by Sanjit Sandhu
Calor may from time to time offer a discretionary payment for cylinders returned after the 2-year period for up to a maximum of 5 cylinders per annum. Please contact your local Calor Centre for more information on returns.
How do I set up a new account with Calor?
Published February 27th, 2024 by Sanjit Sandhu
Where there isn't an existing LPG supply and you'd like to enquire about getting an account in place for bulk LPG or gas bottles, get in touch with our Internal Sales team on 0800 626 626. The team are here Monday to Friday, 9am to 5pm.
I am moving into a property powered by a Calor gas tank, how do I take ownership of the account?
Published February 27th, 2024 by Sanjit Sandhu
Great news, we can't wait to welcome you to our grid! You can let us know the details by completing a short online form and your local customer services team will be in touch.
I have an unwanted gas bottle, how do I return it?
Published September 24th, 2023 by Sanjit Sandhu
It’s important that we get gas bottles back when you no longer need them. We can then get them refurbished, refilled, and back out to customers who need them. Please head over to our Calor Centre page, where you can find the details of your local Calor Centre. Just reach out to them and they’ll be able to arrange collection from your property, or th
I'd like to remove the bulk tank from my property.
Published February 27th, 2024 by Sanjit Sandhu
If you'd like to remove the bulk tank from your property, we will need this in writing. You can either send us an email to: customerservices@calor.co.uk or you can write to your local depot. Please include in your request the reason you wish the tank to be uplifted. Please note, uplift is subject to the terms of your contract and charges may apply.
What do you inspect on the tank?
Published September 24th, 2023 by Sanjit Sandhu
When you're due your maintenance check, the structure and fittings on the tank will be inspected. Our engineers look for signs of corrosion and leaks. If there are any concerns about the condition of your tank, a repair will be arranged. If a repair isn't possible, your tank will be exchanged for a new one.
What is my local Calor depot?
Published February 27th, 2024 by Sanjit Sandhu
Your local Calor depot is where your gas deliveries come from. To get in touch with your local depot, head over to our Contact Us page.
How has my tank been over-filled to 100%?
Published October 1st, 2024 by Sanjit Sandhu
Unfortunately this can happen due to filling error, or a faulty dial which indicates the volume is less in the tank than the actual reading. If you notice your tank reading is showing more than 85%, please call our emergency line on 03457 444 999 and we’ll investigate. We're available 24 hours a day, 365 days a year.
Which regulator do I use for a 15kg Butane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
A low pressure 21mm clip-on inlet connection regulator should be used for the 15kg Butane cylinder.
Can I pay online?
Published September 24th, 2023 by Sanjit Sandhu
Yes, you'll need to register to use Calor Account Online. Once registered click on ‘Billing' and then 'Make Payment’ from the top menu. You'll then be taken through to a secure site where you can make payments to your Calor account.
How long will my installation take?
Published September 24th, 2023 by Sanjit Sandhu
Once you've accepted a quote, we'll arrange for an energy expert to visit your home. They’ll help you to identify the perfect solution for you and arrange a convenient time to install. While our timescales can vary, we'll always do our best to install your gas as quickly as possible. And where needed, we can provide temporary gas solutions for your
Can Butane be used indoors?
Published September 24th, 2023 by Sanjit Sandhu
Butane can be used indoors but only with specially designed flueless appliances such as mobile heaters. For all gas burning appliances always refer to the manufacturers instructions to ensure they’re appropriate for indoor use. Please note, bottled gas should not be used in basements, residencies above a third floor or any residencies in buildings w
Why does my tank need to be exchanged?
Published September 24th, 2023 by Sanjit Sandhu
As part of our maintenance programme, we exchange tanks once they have reached a certain age or are beyond repair. The exchange process requires two visits. Initially we’ll complete a survey on the area around the tank, so that we can identify any specific requirements. We’ll then return to complete the exchange. If your tank is due to be exchanged,
When will my paper-free statement email arrive?
Published September 24th, 2023 by Sanjit Sandhu
When you opt for paper-free statements, we replace the printed copy of your statement with an e-mail which is sent to your registered email address. This will be sent typically around the 6th of the month in which your statement is due, which is about the same time that a paper statement will be received. You're able to view your statement at any ti
I've made a payment online but it's not showing in my account details.
Published September 24th, 2023 by Sanjit Sandhu
Payments made online may take up to 2 working days to appear on your account. If you have any queries please contact your local Customer Operations Centre on 0345 609 6202. Our contact centres now open Monday to Friday 8am to 6pm, and Saturday 9am to 1pm.
Are LPG boilers expensive?
Published September 24th, 2023 by Sanjit Sandhu
You could save an average of £800* if you’re purchasing a new LPG boiler, compared to buying a new or replacement oil boiler. * Average boiler savings based on a comparison, conducted by Calor, between LPG boilers and their oil equivalent. Comparative Pricing, 2019 .
When will I know my order is on its way?
Published October 28th, 2024 by Sanjit Sandhu
We’ll send you a text to let you know when to expect us, so you can get ready for your delivery. If you haven’t registered for our SMS delivery notification service, you can do so by emailing customerservices@calor.co.uk or calling on 0345 609 6202.
Recommend a friend scheme
Published August 13th, 2024 by Sanjit Sandhu
Invite a friend and save on your next bill. When you refer a friend who's currently using oil, electricity or solid fuel and they switch to a Calor domestic bulk tank supply, we’ll top up both of your Calor Accounts with up to £75 worth of gas.* Please let your friend know your account number so we can make sure your gas credits get added to the rig
I've had my gas delivered but haven't received my bill.
Published February 27th, 2024 by Sanjit Sandhu
Calor's standard payment terms are 30 days. Unless you are on direct debit, you'll get a statement at the beginning of the following month after delivery, for example if you received your delivery in February, you would get a statement early March. This statement is your bill and will be due for payment by the end of the month.
My gas is running low, what should I do?
Published September 24th, 2023 by Sanjit Sandhu
If you're running low on gas, we’d recommend conserving your remaining gas as much as possible. As always, our recommendation for those who manually order gas is to place an order when your tank reaches 25%. For customers using our Auto-ordering technology, we’ll schedule your delivery as soon as possible, but you may have lower than usual levels of
What is telemetry and how is it used?
Published September 24th, 2023 by Sanjit Sandhu
Telemetry is a digital reading from an electronic device that’s installed on the tank. We use this digital reading to help plan your deliveries once the tank gas level reaches a certain point.
I have run out of gas, who should I contact?
Published February 27th, 2024 by Sanjit Sandhu
Please give our customer services team a call on 0345 609 6202 and select the option for your local team. We're here Monday to Friday, 8am to 6pm and Saturday, 9am to 1pm.
We have another supplier’s tank on our commercial site, can we switch to Calor?
Published September 24th, 2023 by Sanjit Sandhu
For commercial tanks, we’d need the existing tank to be uplifted and a new Calor tank to be installed. Give our switching team a call on 0800 626 626 Monday - Friday, 9am-5pm and they can advise you on the process.
Which regulator do I use for a 7kg Butane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
A low pressure 21mm clip-on inlet connection regulator should be used for the 7kg Butane cylinder.
What is auto-ordering?
Published September 24th, 2023 by Sanjit Sandhu
When you register for our ‘Auto Top-up’ service, we’ll schedule your deliveries for you. In most cases we’ll fit a Telemetry device to your gas tank which monitors the levels of gas. Here’s some useful information on what to expect from your delivery service once you register for ‘Auto Top-up’. When do we schedule your delivery? As soon as you rec
Which regulator do I use for a 13kg Propane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
It's recommended that you refer to the instruction manual for the appliance you're looking to power. This'll ensure you're using the right size and type of regulator required to safely power the appliance.
How can I locate my account number?
Published February 27th, 2024 by Sanjit Sandhu
Your account number is also referred to as a sold to number. You'll be able to find this number by going back to a previous statement or other communications from us. If you're still unable to locate this number, you can contact your local customer services team on 0345 609 6202 and select the option for your local team. We're here Monday to Friday
What are the requirements for an underground tank?
Published September 24th, 2023 by Sanjit Sandhu
The turret of the tank must be at least 3m away from buildings, boundaries, and fixed sources of ignition. The excavation must also be 2m away from any buildings. The tank can't be sited directly underneath electrical power cables, and no services can pass through the excavation, including water pipes. We recommend using the excavated material, with
What is Patio Gas?
Published September 24th, 2023 by Sanjit Sandhu
Patio Gas is propane that is stored in green cylinders. It is ideal for outdoor living appliances, such as BBQ’s and patio heaters. Patio Gas cylinders are for outdoor use only and must not be used indoors.
I have telemetry - can I track my gas usage online?
Published September 24th, 2023 by Sanjit Sandhu
Unfortunately our telemetry system is not currently linked to Calor Account Online so we're not able to display your usage. You're able to view your delivery pattern by clicking on the ‘Delivery Points’ link from ‘Gas Tanks’ top menu option. However, we're working hard to try to provide gas usage tracking functionality in the near future.
How do I register for Calor Account Online?
Published September 24th, 2023 by Sanjit Sandhu
You'll need to have a bulk tank to use Calor Account Online. To register you need to read and accept the terms and conditions. You will then be asked to supply and submit your name, email address, Calor account number (which you can find on your statement), the postcode linked to your Calor account, a username and password. Shortly after submitting
What happens to the gas in the old tank if I'm having a new tank?
Published September 24th, 2023 by Sanjit Sandhu
Don't worry, we'll make sure the gas is transferred over to the new tank.
I have a telemetry box connected to my phone line and BT are upgrading the line. What should I do?
Published September 24th, 2023 by Sanjit Sandhu
Please disconnect this telemetry box as it's no longer in use. We've already installed a new telemetry device on the tank to ensure we're still getting your readings.
Can I exchange a bottle that isn't owned by Calor?
Published September 24th, 2023 by Sanjit Sandhu
We only offer gas bottle exchanges and refunds if the gas bottle is owned by Calor. You can find a list of all Calor owned gas bottles below. Please bear in mind that if your gas bottle is not Calor branded but listed below, we’ll exchange it for a Calor branded gas bottle.
Who owns my LPG tank?
Published September 24th, 2023 by Sanjit Sandhu
We’ll own and maintain your LPG tank – meaning there'll be one less thing for you to worry about.
My regulator has stopped working, who do I contact?
Published February 27th, 2024 by Sanjit Sandhu
If you have a problem with your regulator, in the first instance reach out to the retailer you purchased it from. Alternatively, if you require a new regulator, you can find Calor branded regulators and view our Essentials range of approved equipment that we recommend to be used with our LPG gas bottles by visiting the appliance shop.
What payment options are there?
Published September 24th, 2023 by Sanjit Sandhu
In addition to online payment, Calor has flexible payment options including variable direct debit and budget plan. For further details or to change the way you currently pay, please contact your local Customer Operations Centre (COC).
What is the difference between red, blue, and green cylinders?
Published September 24th, 2023 by Sanjit Sandhu
A red Calor gas bottle contains Propane, a blue gas bottle contains Butane and a green gas bottle is Patio Gas which contains Propane.
Career opportunities at Calor
Published October 2nd, 2024 by Sanjit Sandhu
Looking for a change? Take a look at our latest jobs and opportunities to see if it’s time to start your Calor career here.
Is LPG cleaner than oil?
Published September 24th, 2023 by Sanjit Sandhu
Yes. When you switch from oil to LPG, you can expect to cut your CO2 emissions by up to 18%*. This goes up to 84%* if you switch from oil to 100% Futuria Liquid Gas, our sustainable fuel. *DESNZ (Department for Energy, Security and Net Zero) Greenhouse gas reporting: conversion factors 2023 (full set).
How can I contact my local Calor centre?
Published September 24th, 2023 by Sanjit Sandhu
You can reach us by telephone. Simply call 0345 609 6202 and select the option for your local depot. Alternatively, you can find the number of your local Calor Centre on your statement or on our Calor Centre page. Our contact center's now open Monday to Friday 8am to 6pm, and Saturday 9am to 1pm.
What can I use the 19kg Propane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 19kg propane cylinder is widely used to power many commercial and industrial LPG appliances and burners. It’s primarily used by mobile catering vans.
What is an OPSO valve?
Published September 24th, 2023 by Sanjit Sandhu
An OPSO (over-pressure shut off) valve is a pressure-sensitive device added to a changeover valve that shuts off the gas supply to ensure that pipework and appliances aren’t affected by dangerously high pressure. Whilst all cylinder installations use a single-stage safety regulator as standard, the addition of the OPSO valve provides an enhanced lev
How long will the gas bottle last?
Published September 24th, 2023 by Sanjit Sandhu
This all depends on how long you’re using the gas bottle for, the size of the bottle and the appliance you’re connected to.
What is Propane?
Published September 24th, 2023 by Sanjit Sandhu
Propane is stored in red cylinders and is ideal for domestic cooking and heating and commercial applications. Propane gas bottles must always be used and stored outside.
Can I pay for more than one gas account or for gas and engineering bills at the same time?
Published September 24th, 2023 by Sanjit Sandhu
No, unfortunately each gas and engineering related account is currently separate so any online payment will only be possible against the gas account you are logged into when you make the payment. To pay off multiple gas accounts, please contact your local Customer Operations Centre on 0345 609 6202. Our contact centres now open Monday to Friday 8am
What can I use the 13kg Propane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 13kg propane cylinder is the smallest of our bottles that're regularly used to power commercial LPG requirements, such as mobile catering, LPG generators, road marking and roofing equipment.
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Published September 21st, 2023 by Sanjit Sandhu
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Which retailers will not offer a refund?
Published September 24th, 2023 by Sanjit Sandhu
We recommend calling our retailers before visiting to check they accept returns and offer refunds. To find your local retailer, head over to our Retailer Finder. Here's a list of our retailers that won't issue a refund: Applegreen Blue Diamond Central Convenience Stores Co-Operative Group Dobbies Garden Centres Fuel Express Go Outdoors Highway St
Can I change my delivery address or other key account details online?
Published September 24th, 2023 by Sanjit Sandhu
Unfortunately as this data is linked to Calor’s main computer systems we don't allow updates to be made to certain key information via Calor Account Online. Please contact your local Customer Operations Centre on 0345 609 6202 to make changes. Our contact centres open Monday to Friday 8am to 6pm, and Saturday 9am to 1pm.
I have more than one gas account - can I combine them to see all of the information in one place?
Published September 24th, 2023 by Sanjit Sandhu
No, unfortunately our systems don't currently allow you to combine more than one gas account onto the same screen. You'll need to create a separate Calor Account Online account and login for each account that you have.
What to do in an emergency
Published September 10th, 2024 by Sanjit Sandhu
If you have a gas emergency, including a gas leak, suspected carbon monoxide, or gas supply disruption to an essential service, please call our emergency line on 03457 444 999. We're available 24 hours a day, 365 days a year. If there is a fire, please call: 999.
What can I use the 7kg Butane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 7kg butane cylinder is suitable for powering smaller mobile/cabinet heaters as a source of instant heating that can be used indoors. It’s also used for small camping cookers during the summertime. If you’d like to extend your outdoor time into the cooler months, then the 6kg propane or 5kg Patio Gas would be our recommendation.
Where is the gas stored?
Published September 24th, 2023 by Sanjit Sandhu
Homes on an LPG metered estate often share a storage tank (above or underground) located in a central location on the development. The LPG is distributed from the storage through underground pipes to each property.
What do I do if my tank is over-filled and showing as 100%?
Published October 1st, 2024 by Sanjit Sandhu
If the driver filling your tank is still on your property, they will take action and call the emergency line to get an engineer out to resolve the over-fill. If however, the driver has filled your tank and left the property, please call our emergency line on 03457 444 999. We're available 24 hours a day, 365 days a year.
What can I use the 3.9kg Propane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 3.9kg propane cylinder has traditionally been used by hobbyists, plumbing and roofing trades and owners of small campervans and caravans where space is limited. This gas bottle's also popular with narrowboat owners.
Will I still get a delivery note from my driver?
Published September 24th, 2023 by Sanjit Sandhu
Yes, all customers who register to use Calor Account Online will continue to receive all the documents they usually receive, including a delivery note from Calor delivery drivers.
I am moving house; how do I close my account?
Published February 27th, 2024 by Sanjit Sandhu
You can notify us of your house move by completing a short online form and your local customers services team will be in touch.
I would like an underground tank instead of my above ground tank.
Published February 27th, 2024 by Sanjit Sandhu
If you are thinking of changing your gas storage option from an above-ground tank to an underground tank, please call our Internal Sales team on 0800 626 626 who can discuss this with you. The team are here Monday - Friday, 9am-5pm. Please note that a request to change tank will be subject to a site survey and charges may apply.
Can I change to have a paper statement again once I have opted for paper-free billing?
Published September 24th, 2023 by Sanjit Sandhu
We hope that you find having your statement delivered electronically both quick and convenient. It's also helping Calor to reduce our impact on the environment by reducing carbon and saving paper. However, should you wish to have a paper copy of your statement delivered through the post again, you can simply switch between paper-free and paper state
Which regulator do I use for a 4.5kg Butane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
This gas bottle has a unique value that requires a specific regulator. We recommend you refer to your appliance instruction manual to ensure you're buying the right size and type of regulator required to power your appliance.
Can I view my engineering account on Calor Account Online?
Published September 24th, 2023 by Sanjit Sandhu
No, unfortunately our engineering systems are separate from our gas accounts, so at present we're unable to display engineering account information. However, this is a development we're working hard to bring to you in the near future.
What is Carbon Monoxide (CO)?
Published September 10th, 2024 by Sanjit Sandhu
Carbon monoxide is an odourless, colourless, tasteless, and poisonous gas and is formed by the incomplete combustion of carbon-containing fuels, such as gas (mains or LPG), coal, oil, coke and wood. Gas fires, stoves, heating boilers, gas-powered water heaters, paraffin heaters and solid fuel-powered water heaters are all potential sources of CO. Ho
Are gas bottles best suited to my home?
Published September 24th, 2023 by Sanjit Sandhu
Gas bottles must be sited against a wall or building structure with at least 30 minutes of fire resistance. They must be positioned on firm, level ground in a well-ventilated area, where they are reasonably protected from accidental damage or interference and always remain accessible. Propane bottles must be stored outside, and not in cellars or bas
What does a standing charge cover for tanks?
Published September 24th, 2023 by Sanjit Sandhu
Our standing charges are fixed costs associated with your LPG tank supply. This charge covers everything from a 24-hour emergency service, tank inspection, testing and maintenance. It also covers the costs of removing a tank for maintenance, painting, and cleaning.
Can I order gas online?
Published September 24th, 2023 by Sanjit Sandhu
You can order gas online if you’re set up as an on-demand customer (this means that you place your own orders and gas is only delivered when ordered by you). If you’re on our auto-ordering service, then you won't be able to use Calor Account Online to order gas. To see if you’re set up as an on-demand customer, please refer to your delivery status
Will my property have space for a tank?
Published September 24th, 2023 by Sanjit Sandhu
We’ll arrange a site visit and one of our experts will complete a free site survey and advise which solution would work best for your home. If space and access isn't possible for a tank, gas bottles may be an option.
Do I need to provide meter readings?
Published September 24th, 2023 by Sanjit Sandhu
We automatically read your meter readings twice a year. But for added peace of mind, you can provide us with your meter readings via Calor Account Online.
I need a cube gas bottle for my cube heater, where can I buy one from?
Published February 27th, 2024 by Sanjit Sandhu
The cube cylinder has been discontinued and regrettably there’s no suitable alternative gas bottle for this. Some retailers may still have limited stock of this cylinder size, so please call to check before travelling. You can find your nearest retailer using our online Retailer Finder. If you purchased a Cube Heater between 1st January 2021 and 1s
Can I have more than one user on my account?
Published September 24th, 2023 by Sanjit Sandhu
Yes you can. Once you're logged in, select 'Login Details' via the ‘Manage Account’ top menu option, and tick the ‘Allow Multiple Logons’ tickbox. This will enable other users you choose to log onto your account. Please be aware that the primary account takes responsibility for any transaction made on Calor Account Online by any subsequent users. To
What do I do if I've forgotten my password for my online account?
Published September 24th, 2023 by Sanjit Sandhu
Head over to the login page and click ‘Forgot your password?’. You'll need to enter your Calor account number and username. You'll be sent an email to the address you originally provided reminding you of your password. Please note, that for security reasons Calor staff are not able to see or provide you with your password.
What type of gas is used in UK homes?
Published September 24th, 2023 by Sanjit Sandhu
In the UK, natural gas is supplied to more than 21 million homes via the mains gas network. It’s the most popular fuel for heating and cooking. However, 4 million homes are located off-grid and therefore don’t have access to mains gas. Calor supplies LPG (Liquid Petroleum Gas) and Futuria Liquid Gas to off-grid homes and businesses, sourced from var
I had a gas delivery, but my systems aren't working
Published September 24th, 2023 by Sanjit Sandhu
If the gas level reaches zero, the tank's safety valve closes. During delivery, if someone is in the property, our driver will reset this valve, but due to safety practices if no one is in the driver will leave a leaflet explaining the simple stages to reset the tank valve.
Can I use the cylinder on its side?
Published September 24th, 2023 by Sanjit Sandhu
The only cylinders that can be used on their side are Forklift Truck (FLT) cylinders which are the liquid offtake 12kg and 18kg Propane cylinders. These have an arrow stamped on the base. All other Calor cylinders must be powered upright.
I'd like to terminate and close my account, what is the process?
Published February 27th, 2024 by Sanjit Sandhu
Subject to your remaining contract term with us, to close your account, please send an email to customerservices@calor.co.uk with your details and reason for closing the account. Or call your local customer service team on 0345 609 6202 and select the option for your local team. We're here Monday to Friday, 8am to 6pm and Saturday, 9am to 1pm.
Can you tell me more about Futuria Liquid Gas?
Published September 24th, 2023 by Sanjit Sandhu
Futuria Liquid Gas (previously known as BioLPG) is made from a blend of sustainably sourced materials and is chemically identical to LPG. Not only does it share LPG’s great energy efficiency, but it also works with all existing LPG appliances. Delivered through mass balancing, you can reduce your carbon emissions by up to 32% compared to standard LP
Can I switch to LPG if I use mains gas?
Published September 24th, 2023 by Sanjit Sandhu
If you’re currently on mains gas supply then it’s not recommended you switch to LPG.
Will Calor collect my gas bottle?
Published September 24th, 2023 by Sanjit Sandhu
Please contact your local Calor retailer who'll advise on the best way to return your gas bottle. Depending on your location, a collection may be possible. To find your nearest retailer, head over to our Retailer Finder.
How much can I reduce my carbon emissions with Futuria Liquid Gas?
Published September 24th, 2023 by Sanjit Sandhu
If you’re switching from oil, you can reduce your carbon emissions by up to 32% if you opt for a blend of 40% Futuria Liquid Gas & 60% LPG. Or, if you'd like to have 100% Futuria Liquid Gas, you can save up to to 80% on your carbon emissions*. *DESNZ (Department for Energy, Security and Net Zero) Greenhouse gas reporting: conversion factors 2023
Do I have to pay for the telemetry device?
Published September 24th, 2023 by Sanjit Sandhu
No, there's no additional charge for this device to be installed on the tank.
Can I store or transport cylinders horizontally?
Published September 24th, 2023 by Sanjit Sandhu
Calor gas bottles must always be stored and transported with the valves uppermost, and never transported lying down.
I've just moved to a metered estate. What do I need to do?
Published September 24th, 2023 by Sanjit Sandhu
All you need to do is give us a call on: 0345 766 1111. If you have the current meter reading handy - even better!
I’m part of a metered estate, can I switch supplier?
Published September 24th, 2023 by Sanjit Sandhu
It’s possible to switch supplier if you live on a metered estate. However, this must be a group decision. To find out more about switching your LPG supplier, please contact us to book a free, no obligation site survey to discuss options.
Connecting and disconnecting gas bottles
Published July 30th, 2024 by Sanjit Sandhu
Once you've got the suitable regulator for your gas bottle, you might need some support when connecting and disconnecting your gas bottles. We’re here to make things clearer. Here , you’ll find some videos and written guides to see exactly how to connect and disconnect your gas bottle safely.
How is the next delivery date calculated?
Published September 24th, 2023 by Sanjit Sandhu
The next delivery date is calculated using a forecast system that works out how much gas you use on average over a period. The information provided tells you the week that your gas delivery is scheduled based on your usage.
I’m part of a metered estate, how will I be billed?
Published September 24th, 2023 by Sanjit Sandhu
As each property on a Calor metered estate is fitted with a meter, this records the amount of gas used by your home and you’re billed accordingly. You can manage your account online.
Can I keep the empty cylinder and make something with it?
Published September 24th, 2023 by Sanjit Sandhu
No. LPG is extremely flammable and even if the cylinder is empty, it still contains LPG vapours. Cutting the cylinder could lead to a fire and explosion with serious consequences. Tampering with a Calor cylinder is also illegal as it remains our property at all times.
Which regulator do I use for a 19kg Propane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
It's recommended that you refer to the instruction manual for the appliance you're looking to power. This'll ensure you're using the right size and type of regulator required to safely power the appliance.
Which regulator do I use for a 13kg Patio Gas cylinder?
Published September 24th, 2023 by Sanjit Sandhu
The majority of barbecues and patio heaters sold in the UK are supplied with a 27mm clip on regulator which is suitable for use with the 13kg Patio Gas cylinder.
Which regulator do I use for a 47kg Propane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
It's recommended that you refer to the instruction manual for the appliance you're looking to power. This'll ensure you're using the right size and type of regulator required to safely power the appliance.
Why do I need an LPG gas regulator?
Published September 24th, 2023 by Sanjit Sandhu
The operating pressure for most appliances is far smaller than the pressure of LPG inside gas bottles. The regulator reduces this pressure down to the safe requirements to power the appliance. Many appliances in the UK come fitted with the appropriate regulator. If it doesn’t, simply refer to the manufacturers instruction manual to ensure you know w
Can I exchange a gas bottle online?
Published July 9th, 2024 by Sanjit Sandhu
Yes, you can. If you visit our gas bottle shop and pop in your postcode, we can let you know if we cover your area. If you’re ordering a gas bottle within the same category group as the existing bottle you have to exchange, simply select ‘A replacement bottle’. If you’d like to exchange for a gas bottle in a different category group, you’ll need to
How much does a gas bottle delivery cost?
Published September 24th, 2023 by Sanjit Sandhu
Delivery charges vary between our retailers, please check with them directly before placing your order. To find your nearest retailer, head over to our Retailer Finder.
Is the cylinder refill charge a gas bottle deposit?
Published September 24th, 2023 by Sanjit Sandhu
No, the cylinder refill charge is not a deposit on a gas bottle. Calor always retains ownership of the gas cylinders, and the cylinder refill charge is paid by a customer in accordance with Calor’s Cylinder Refill Agreement (CRA). The CRA entitles the customer to exchange the empty cylinder at an authorised Calor outlet for a full cylinder whenever
What are the requirements for an above ground tank?
Published September 24th, 2023 by Sanjit Sandhu
The above ground LPG tank must be 3m away from buildings, boundaries, and fixed sources of ignition. If your property doesn't allow these distances to be met, one side of the LPG tank can be reduced to 1.5m with the use of a suitably designed ‘fire wall’. We would advise that such a firewall should be precisely specified by an energy specialist. Ple
What can I use the 15kg Butane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 15kg butane gas bottle is our most popular for providing instant heat for indoor mobile heaters.
What can I use the 4.5kg Butane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 4.5kg butane cylinder is primarily used by lovers of the outdoors to fuel their portable camp stoves.
What can I use the 47kg Propane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
When there’s not enough room for one of our bulk propane tanks, you’ll have the option to consider 47kg gas bottles. Used by domestic and commercial properties, these are used for heating, cooking, and powering large commercial appliances.
Which regulator do I use for a 6kg Propane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
It's recommended that you refer to the instruction manual for the appliance you're looking to power. This'll ensure you're using the right size and type of regulator required to safely power the appliance.
Is my telemetry working?
Published September 24th, 2023 by Sanjit Sandhu
If you’re concerned that your telemetry device isn’t working correctly, please contact your local depot. They’ll be able to review your account and the readings from your device. If the device is faulty, we’ll send out a technician to inspect and replace it.
Which regulator do I use for a 5kg Patio Gas cylinder?
Published September 24th, 2023 by Sanjit Sandhu
The majority of barbecues and patio heaters sold in the UK are supplied with a 27mm clip on regulator which is suitable for use with the 5kg Patio Gas cylinder.
Can I get a 6kg Calor Lite cylinder?
Published September 10th, 2024 by Sanjit Sandhu
Unfortunately, the 6kg Lite propane cylinder has been discontinued. An alternative for this gas bottle would be the 6kg propane. which has the same regulator. To find your nearest stockist, head over to our retailer finder and pop in your postcode. We advise calling before travelling to ensure they've got stock of the bottle you're after.
Which regulator do I use for a 3.9kg Propane cylinder?
Published September 24th, 2023 by Sanjit Sandhu
It's recommended that you refer to the instruction manual for the appliance you're looking to power. This'll ensure you're using the right size and type of regulator required to safely power the appliance.
I would like to move the tank on my property.
Published February 27th, 2024 by Sanjit Sandhu
If you have a tank on your property which you'd like to move, please call our Internal Sales team on 0800 626 626 who can discuss this with you. The team are here Monday - Friday, 9am-5pm. Please note that a request to move a tank will be subject to a site survey and charges may apply.
What can I use the 13kg Patio Gas cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 13kg Patio Gas cylinder can be used with large patio heaters and larger BBQs with 4 burners or more. They're also ideal for larger/floor standing patio heaters and for powering your pizza ovens.
I've forgotten my username or password for my Calor account
Published September 24th, 2023 by Sanjit Sandhu
Please contact your local Customer Operations Centre on 0345 609 6202. Our contact centres now open Monday to Friday 8am to 6pm, and Saturday 9am to 1pm. They'll be able to tell you your user name, and then you'll be able to log on – or using the forgotten password process above, reset your password. Please note, that for security reasons Calor staf
How often is my tank inspected?
Published September 24th, 2023 by Sanjit Sandhu
Each tank has a maintenance plan assigned based on its structure and use. Generally, we inspect liquid tanks every year and vapour tanks every 10 years. If your tank’s due an inspection, you’ll receive a letter from us at the start of the year outlining the process. If you’ve got specific questions about tank maintenance, please contact mcatesting@c
What is the cost of a tank installation?
Published September 24th, 2023 by Sanjit Sandhu
Please get in touch with our Internal Sales team on 0800 626 626 Monday - Friday, 9am-5pm. They'll talk you through the options for both above-ground and under-ground tanks and pricing based on your usage and requirements.
What it means to be an ‘On Demand’ customer
Published August 13th, 2024 by Sanjit Sandhu
As you’re not on ‘Auto Top-up’ and you order your own gas, we understand how important it is for you to plan ahead. Here’s what you need to know: When should you place an order? We recommend ordering a top-up when your tank reaches 30% or is below ¼ full (depending on your gauge type) and before it reaches 20%. When will you receive your gas? We’l
How do I notify you of a recent bereavement/death of a family member?
Published February 27th, 2024 by Sanjit Sandhu
We're here to support you through this time. We understand that notifying us about the recent loss of family or a friend can be difficult. Please reach out to our team at customerservices@calor.co.uk, or if you'd prefer you can call us on 0345 609 6202*. When emailing, kindly include the following information: - The ship to or sold to number (also
What can I use the 6kg Propane cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 6kg propane cylinder is easily portable. It's fitted with our standard Propane valve and can be used for most small LPG appliances. It must only be used outside and is best suited to caravan and camping needs. Offering a continuous supply of gas pressure on even the coldest days, you'll be able to enjoy the great outdoors whatever the season.
What is Butane?
Published September 24th, 2023 by Sanjit Sandhu
Butane is stored in blue cylinders and is ideal for camping, single burner cooking appliances & indoor portable heaters.
What are the cylinder exchange groups?
Published September 24th, 2023 by Sanjit Sandhu
Head over to our Refills and Exchanges page to learn more about the different gas bottle categories and Cylinder Refill Agreement (CRA) charges.
What can I use the 5kg Patio Gas cylinder for?
Published September 24th, 2023 by Sanjit Sandhu
The 5kg Patio has been designed to be light, easy to carry and convenient to store. It's the perfect cylinder size for small to medium sized BBQ's with up to 3 burners, providing enough gas for 14* BBQ sessions. They're also ideal for small table-top patio heaters and pizza ovens. *Based on a 3 burner BBQ with aside burner burning at full power (1
What is an LPG gas regulator?
Published September 24th, 2023 by Sanjit Sandhu
A gas regulator is a device that’s situated between the gas bottle and the appliance/s. It reduces the high pressure of LPG that’s inside the cylinder down to the very small pressure required to safely power appliances referred to as the operating pressure.
How do I change a gas regulator?
Published September 24th, 2023 by Sanjit Sandhu
In the video below, Appliance expert Steve Doggrell explains how to safely change a gas bottle regulator if it's damaged or if you need to change your cylinder size.
I have a portable heater that needs repairing, what should I do?
Published February 27th, 2024 by Sanjit Sandhu
Unfortunately, this isn't a service that we offer. A small handful of our Network retailers across the country do offer repairs on portable heaters. We recommend using the Retailer Finder to locate your nearest retailer and give them a call to check if this is a service they offer. Alternatively, you could get in touch with the retailer you purchase
Driver has filled my tank but its reading 87%
Published February 27th, 2024 by Sanjit Sandhu
That's nothing to worry about. We're not able to fill tanks to 100% capacity as we have to allow for a small amount of gas expansion. This is why we can only fill to a maximum of 87%. This is classed as a full tank at this level.
How to get ready for your delivery
Published September 24th, 2023 by Sanjit Sandhu
Above-ground and under-ground tank customers: To ensure a smooth top-up, your tank always needs to be safely accessible for our drivers, so please keep a suitable access route clear. Remember a 3m separation distance is needed from tanks of up to 2000 litres to any buildings, boundaries or parked cars. This distance increases to 7.5 meters for tank
What is the process for making a complaint?
Published February 27th, 2024 by Sanjit Sandhu
To make a complaint please follow our complaints process. Please know we take all complaints seriously and we'll handle it in a fair and caring way.
What is a Cylinder Refill Agreement (CRA)?
Published September 24th, 2023 by Sanjit Sandhu
When you purchase a gas bottle from us, you also purchase a Cylinder Refill Agreement (also known as a CRA). This is an agreement between us (Calor) and you (the customer). The cost of a CRA depends on which gas bottle you’re buying and which category it sits in. You can exchange your gas bottle for any gas bottle within the same category. If you ne
Can I order gas bottles online?
Published February 27th, 2024 by Sanjit Sandhu
Sure, just head over to our online gas bottle shop. You can also order your gas bottles from our retailers, and they may offer home delivery. To find your local retailer, simply enter your postcode in the Retailer Finder. We advise calling before travelling to ensure they have stock of the gas bottle you require.