Customer delivery update

Customer Delivery Update

Although we are aware of the weather warnings in place for parts of the UK this weekend; our drivers and distribution depots are planning to operate extended delivery times and make deliveries throughout Saturday and Sunday wherever it is safe to do so. We are extremely sorry if you have been affected by the delivery backlog to our bulk LPG customers, and assure you that our delivery drivers, distribution depots and customer service teams are all working very hard to clear the backlog and get gas to those affected as quickly as possible.

Due to the increased call volumes, you may have experienced slower-than-normal response times at our call centres. We have drafted in extra staff to help with this. We will also continue to update this delivery update page regularly to keep customers informed.

This backlog is a direct result of significant disruption to the supply of LPG from UK refineries; which affected the whole industry. This was further exacerbated by the recent extreme weather conditions. Unfortunately, this means that some customers are experiencing lower than normal gas levels, and some customers have run out of gas. We apologise unreservedly for this.

Understandably, we are prioritising those customers who are without gas altogether, or running extremely low, including those who are most vulnerable and need urgent assistance.

We are continuing every effort to work through and reduce the delivery backlog. Some depots are more affected than others, so we are allocating our delivery fleet to the most affected areas to cope with extreme demand and to improve the situation as quickly as possible.

In the meantime, we are advising customers to use gas sparingly to prevent tanks from emptying before we can deliver. We recognise that this may cause problems, and we will keep you up-to-date as circumstances change and improve, but in the meantime, please do place your orders before your tank volume has reached 25% gas remaining; and please be aware that our usual delivery times are longer than normal during this period. We hope to return to our normal delivery service in the next few weeks.


Why are deliveries delayed?

Our delivery backlog is a result of supply issues first felt earlier this year, which were then exacerbated by the extreme weather conditions from the past week. As most of our customers live in rural communities, it has been very hard to reach them quickly and safely. This means that some customers are experiencing lower than normal gas levels. In extreme cases, some customers have run out of gas.

Where is my delivery?

We recognise that, unfortunately, some delivery schedules have been disrupted at the moment due to very high demand, adverse weather conditions and a backlog caused by temporary UK refinery closures which affected the whole LPG industry. Whilst we have been able to fulfill the vast majority of our deliveries as planned, a relatively small number of customers have been affected, and we acknowledge the disruption that this can cause for each affected customer.

We sincerely apologise to those who are impacted. The safety of our customers and colleagues is always our first priority; and our driver and operational teams are working hard seven days a week to ensure that affected customers receive their deliveries as soon as possible.

My gas is running low, what should I do?

If you are running low on gas; we would 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 on automatic top-up, we will schedule your delivery as soon as possible, but you may have lower than usual levels of LPG in your tank by the time we deliver. If you have any concerns, please contact your local depot, and be assured that we’re doing all we can to reach customers as quickly as possible.

How can I contact my local depot?

Obtain the contact details of your local depot via the link below.

I've had a gas delivery, but my systems aren't working.

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.

How do I reset my tank?

If you've received a delivery but your systems are not working; you may need to reset your tank. This video will talk you through how to reset your tank.

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