This winter has been one of the most challenging for LPG supply across the UK and we apologise wholeheartedly to anyone who was affected by our delivery issues over the past winter.
As our delivery schedules begin to return to normal, we are looking into corrective steps that we can take to prevent issues in the future and we will keep you informed of the changes we are putting in place. We are confident that, as a result of these steps, our reliable service will return and we will become even more responsive than before.
For customers who are without gas; we will be with you as soon as we can. We are still operating extended delivery hours; and your delivery may arrive anytime between 7am and 9pm. Your depot will send you a text when your gas is loaded for delivery, if you subscribe to our text service.
We would ask all customers to keep an eye on their gas levels; and to order gas when their tank gauge reads 25%. Your delivery may still take longer than usual; as we focus on fulfilling existing orders.
We’ve answered some of your most common queries below; including what caused the supply issues this winter and how to reset your tank:
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.
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.
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.
Obtain the contact details of your local depot via the link below.
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.