Welcome to Flogas. Metered Estates. You would never know you were off the grid. Metered Estates Welcome Pack.indd 1 18/01/ :48

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1 Welcome to Flogas Metered Estates You would never know you were off the grid. Metered Estates Welcome Pack.indd 1 18/01/ :48

2 Welcome to Flogas Metered Estates Why Flogas is the right choice A leading LPG supplier in Britain Large enough to meet all your needs, but small enough to treat you like a person, not a number. Guaranteed great service and value In our UK contact centre, our expert team is always on hand to help. So with Flogas, you ll always feel connected to great energy you would never know you were off the grid! Nationwide delivery network With more depots in the UK than any other LPG supplier we are better equipped to meet all your delivery needs. Easy account management Beat the call queues. Our new online account lets you submit your meter readings, make payments and much more all at the touch of a button. The Royal Warrant a sign of excellence We ve been awarded a Royal Warrant for services to the crown. It s a badge of honour and a symbol of the excellent energy service we provide. All of these reasons mean you re in safe hands. By Appointment to Her Majesty The Queen Supplier of LPG Flogas Britain Ltd Leicester 02 Metered Estates Welcome Pack.indd 2 18/01/ :48

3 Your metered estate How does it work? A metered estate is a collection of houses that are all supplied via communal LPG tanks. Flogas own the communal tanks and will monitor the contents and automatically schedule deliveries to ensure a continuous gas supply. LPG is then piped to all homes throughout the estate. The gas used in your property is monitored by the meter box located on your property. This method ensures a reliable energy supply for the whole estate, whilst allowing us to invoice you only for the gas that your property has used. In most respects, living on a metered estate will be very similar to living in an area supplied by mains gas. 03 Metered Estates Welcome Pack.indd 3 18/01/ :48

4 Welcome to Flogas Metered Estates How to read your meter Each property on a metered estate is fitted with an individual meter that measures that property s usage. Meters are usually located on an external property wall and will be hidden by a meter box as illustrated below. There are two types of meter commonly used. The only difference between the two meters is the unit the gas used is recorded in. It will not have an impact on the amount of gas used, nor the price charged. Please make sure you are familiar with which meter type you have: Diagram 1 Cubic Feet Meter Only record the first 4 digits Diagram 2 Cubic Metres Meter Only record the first 5 digits This red number is not recorded Serial No. Cubic Feet Serial No. These red numbers are not recorded Cubic Metres On cubic feet meters only the reading of the wheels with white figures are recorded, this means that all readings are in hundreds of cubic feet. For example, this meter reads cu/ft. The recorded reading would be The numbers in white on the red wheels are after the decimal point and are used for engineering purposes. 04 Metered Estates Welcome Pack.indd 4 18/01/ :48

5 Payment options Payments can be made easily online at my.flogas.co.uk or over the phone by calling You can pay by credit or debit card, cheque or BACS transfer, alternatively, you can set up a direct debit. Our direct debit options include: Budget payment make your bills more manageable by spreading your payments throughout the year. We will estimate your usage over 12 months and workout how much you need to pay monthly. You can even choose the date we debit your account! Variable payment each time you receive a delivery we will debit the full amount from your account. Billing options Why not sign up for e-billing? It s secure, and offers an easy way to store and refer to your invoice history. You ll also be helping us do our bit for the environment! You can request e-billing on your online account at my.flogas.co.uk Alternatively you can receive your invoices through the post. We may provide a small charge for this service. 05 Metered Estates Welcome Pack.indd 5 18/01/ :48

6 Welcome to Flogas Metered Estates How to read your bill Cubic feet To help you read your Flogas meter reading and understand your invoice, we have highlighted certain details below that you may find useful. If your gas is measured in Cubic Feet you will have a Ft3 Meter installed. Diagram 1 (page 4) illustrates the different readings found on a Ft3 meter. The following information highlights the different information that can be found on your invoice. 1 Account Number: This is your personal reference number and should be quoted when contacting us. 2 Invoice To: This is the address where your invoice will be sent. 3 Deliver To: This is the address where your gas is supplied to. 4 Payment Date: When paying your account by Cheque or Credit/Debit card, Payment Due By / / will be displayed. Please refer to section 8, Remittance Advice. (If you pay your account by Direct Debit: Direct Debit Account For Information Only will be displayed. Please ignore section 8, Remittance Advice). 5 Transaction Details: This section details the transactions on your account. 5a Units Used (Cubic Ft) This is the difference between Previous Meter Reading and Current Meter Reading. Please note each unit = 100 ft3. 5b Usage in Cubic Metres This is the units used (5a) converted into Cubic Metres. It is worked out by multiplying units used (5a) by c Usage in Litres This is the amount of units in Cubic Metres converted into Litres used. It is worked out by multiplying usage in cubic metres (5b) by the conversion rate (6). 5d Price per Cubic Meter This is the price (in pence) per Cubic Metre. 5e Price per Litre This is worked out by dividing the price per cubic metre by the conversion rate (6). 5f Total amount for gas shown in pounds ( s) exc VAT. 5g Standing charge cost in pounds ( s) exc VAT. 6 Conversion Rate: This is the standard conversion used when converting cubic metres to litres of liquid, as provided by UK LPG (the trade association for the LPG industry in the UK). 7 Summary of Charges: This section provides a summary of charges. 7a Total charge for LPG & standing charge (exc VAT). 7b VAT (charged at 5%). 7c Total due is worked out by adding 7a and 7b together. 8 Remittance Advice: This should be used when settling your account by post. Not applicable for Direct Debit customers. 06 Metered Estates Welcome Pack.indd 6 18/01/ :48

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8 Welcome to Flogas Metered Estates How to read your bill Cubic metres If your gas is measured in Cubic Metres you will have a M3 Meter installed. Diagram 2 (page 4) illustrates the different readings found on a M3 meter. The following information highlights the different information that can be found on your invoice. 1 Account Number: This is your personal reference number and should be quoted when contacting us. 2 Invoice To: This is the address where your invoice will be sent. 3 Deliver To: This is the address where your gas is supplied to. 4 Payment Date: When paying your account by Cheque or Credit/Debit card, Payment Due By / / will be displayed. Please refer to section 8, Remittance Advice. (If you pay your account by Direct Debit: Direct Debit Account For Information Only will be displayed. Please ignore section 8, Remittance Advice). 5 Transaction Details: This section details the transactions on your account. 5a Units Used (Cubic Metres) This is the difference between Previous Meter Reading and Current Meter Reading and is displayed in Cubic Metres. 5b Usage in Litres This is the amount of units in Cubic Metres converted into Litres used. It is worked out by multiplying usage in cubic metres (5a) by the conversion rate (6). 5c Price per Cubic Meter This is the price (in pence) per Cubic Metre. 5d Price per Litre This is worked out by dividing the price per cubic metre by the conversion rate (6). 5e Total amount for gas shown in pounds ( s) exc VAT 5f Standing charge cost in pounds ( s) exc VAT 6 Conversion Rate: This is the standard conversion used when converting cubic metres to litres of liquid, as provided by UK LPG (the trade association for the LPG industry in the UK). 7 Summary of Charges: This section provides a summary of charges. 7a Total cost of LPG & standing charge (exc VAT) 7b VAT (charged at 5%) 7c Total due is worked out by adding 7a and 7b together 8 Remittance Advice: This should be used when settling your account by post. Not applicable for Direct Debit customers. 08 Metered Estates Welcome Pack.indd 8 18/01/ :48

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10 Welcome to Flogas Metered Estates Manage your account online My Account means you can manage your products and services at the touch of a button. Not only will you beat the call queues, but you can manage your account at a time that suits you! Submit current meter readings Make Payments View your Account History Receive Exclusive Offers Update your Details Registering for this service is easy. All you will need is your account number and either an address registered with Flogas, or a previous invoice number. Just visit my.flogas.co.uk to register. 10 Metered Estates Welcome Pack.indd 10 18/01/ :48

11 How to contact us General Enquiries For all general enquiries and for queries regarding your account, deliveries and payments, you can contact our friendly team on: Alternatively, you can go online at Emergencies Please call this number in the event of a fault or gas leak. For peace of mind, our emergency technical team is available around the clock on a 24-hour phone line Metered Estates Welcome Pack.indd 11 18/01/ :48

12 Welcome to Flogas Metered Estates Safety & Technical The meter installation supplying your LPG is safe, simple to operate and extremely reliable. However, there are a number of important facts and tips that you should be aware of. System control You can turn off your gas supply using the emergency control valve, which is situated next to your gas meter. Simply turn the yellow handle through 90 (a quarter of a turn) where it will stop. This will effectively isolate the internal pipework and appliances installed at your property. Gas escapes Where a leakage of LPG is suspected or found, the following action should be taken: Turn off the gas supply at the emergency control valve. Extinguish all possible sources of ignition within 3m of the leak if outside, or all sources within the property if the leak is thought to be inside. Do not operate any electrical switches (light switches, door bells etc) or mobile phones. Turn off all gas appliances and do not smoke. If the leak is inside your home, open doors and windows to increase ventilation. However, windows and doors should be closed if the leak is outside. If you are unsure as to the extent of the leak, evacuate your property Notify the Flogas Emergency Team immediately on and we will provide guidance. Do not turn on the gas supply until the installation has been checked by a suitably qualified GAS SAFE registered engineer. * Note: unusual or stale smells around an LPG fuelled appliance is one indicator that it needs urgent maintenance or servicing. We recommend appliances are serviced regularly by a qualified engineer. 12 Metered Estates Welcome Pack.indd 12 18/01/ :48

13 Fire If there is a fire at your property, irrespective of the cause: Immediately contact the Fire Services on 999, informing them that you have a metered LPG supply. If it is possible to turn off the gas at the emergency control valve, without taking any risk to your own safety, you should do so. If the fire is adjacent to or in the gas storage area immediately contact the Fire Service on 999 and inform them of the fire in or near the LPG storage which is owned by Flogas. Remove everyone from the area to a safe distance (a minimum of 50 metres or as directed by the emergency services). Installation, repair & maintenance of gas appliances Your attention is drawn to the Gas Safety (Installation and Use) Regulations, relevant Industry Codes of Practice, British Standard and Health And Safety Guidance notes. All of these deal with the design, applications and safe use of gas and gas fired equipment. It is required by the above regulations that only competent gas engineers who hold a valid certificate of competence for the class of work undertaken may carry out work (as defined in the regulations) on gas fittings. The regulations also cover installing, servicing, monitoring or repairing gas appliances. For impartial advice and guidance please contact the Gas Safe Register for gas installers at: PO Box 6804, Basingstoke, RG24 4NB. Tel: or alternatively visit 13 Metered Estates Welcome Pack.indd 13 18/01/ :48

14 Welcome to Flogas Metered Estates Troubleshooting Finding the right answer My gas supply has been disrupted. Have I ran out of LPG? Please first check whether your neighbours are experiencing similar problems. If there is no supply to the whole estate, it is possible that there is a fault, or your communal LPG tanks are empty. Please give us a call on our 24 Emergency Team to report such an incident on If your house is the only affected property on the estate, please check all your gas appliances. If only one of the appliances is not working, you ll need to contact an internal appliance engineer. If none of your gas appliances work correctly, then please contact us immediately on How do I work out the price per litre? Simply divide your cubic meter price by How do I take a meter reading? There are 2 types of meters (please see page 4). In order to invoice you correctly we require the first 5 digits if you have a cubic metres meter or the first 4 digits if you have a cubic feet meter. Please only provide us with the numbers in black. I have lost the key that opens my meter box. Where can I get a new key? Give us a call us on to request a new key. How often will I receive invoices? We will estimate your bills once a quarter. Alternatively you can provide more regular readings online or over the phone. We will invoice you as often as you provide the readings. For further information please visit 14 Metered Estates Welcome Pack.indd 14 18/01/ :48

15 Notes Metered Estates Welcome Pack.indd 15 18/01/ :48

16 Contact us Visit our website or call us now on Connect with us on Flogas Britain Ltd Rayns Way Watermead Business Park Syston Leicester LE7 1PF Metered Estates Welcome Pack.indd 16 18/01/ :48