To our valued customers

At Calor, we are fully committed to maintaining the fuel supply to our customers during these uncertain times. We are working tirelessly to ensure that we are delivering gas safely and doing our part to help reduce the transmission of COVID-19.

The supply of Calor Gas is a vital service for thousands of homes and businesses across the UK. The Government has reviewed the critical infrastructure that is required during this challenging time and our product, alongside the provision of food, has been stipulated as a critical requirement.

Delivery and Collection

To help minimise the spread of COVID-19, we have temporarily reduced the service from our Calor sites. As a result, customers will no longer be able to visit or collect cylinders from any Calor sites. We will, however, continue to provide a delivery service, supplying and collecting cylinders from your own sites. Please contact your local supplying Calor depot to arrange a delivery. Alternatively you can order via our Online Shop or go to our Find a retailer page where you can put in your postcode and find the nearest retailer to you. We recommend ringing before travelling to one of our retailers, as some of them may not currently be allowing collections.

Social Distancing and Safety Measures

To enable us to maintain our infrastructure and service of supplying fuel, we have instructed our drivers and engineers to reduce and restrict the amount of contact they have while completing their duties. This will mean that, where possible, deliveries and engineering work will be made without announcing arrival and without any customer contact.  

In line with the current situation, we will not be requesting customers to sign for delivery and will simply note the name of the customer on the delivery system. Our delivery drivers will not pass a handheld device for customers to sign after delivering. For bulk customers, we will detail the serial number of the tank on the delivery note to show the driver has physically been to the tank to make the delivery.

Whilst our driver or engineer is at your home or business, they will wear gloves throughout. Our frontline teams have all been briefed on social distancing requirements and will maintain a 2m distance from others throughout their time on site. We respectfully request that you also adhere to this protocol.

Business Energy

We appreciate the huge impact this current situation is having on businesses across all sectors. If you'd like to change your regular delivery pattern, please let your local Calor Centre know. We'll do everything we can to amend your scheduled deliveries accordingly.

Contacting us

These times are anything but “business as usual”, but we’re still here for you. We have a lot of useful information on our website and you can find answers to frequently asked questions related to COVID-19 below. Alternatively, please feel free to contact us directly by phone, email or via our social media channels. Our customer support teams are extremely busy at the moment, but please bear with us and we will respond as soon as we can.

We have implemented all of the measures above to maintain service levels with the health and safety of our people and our customers as our top priorities.

Thank you for being part of the Calor family and we wish you well during this challenging time. 

The Calor Team

Online Shop availability

Dear Customer,

It is regretful that following unprecedented demand for our patio gas cylinders over the past three months that we have had no option but to take the tough decision to temporarily remove both 5kg Patio Gas and 13kg Patio Gas cylinders from our online shop.

This year we had already committed ourselves to having record numbers of both 5kg Patio and 13kg Patio available.

As soon as the demand increased following the “lockdown” at the end of March, Calor did everything we possibly could to improve availability including bringing forward the delivery dates of the outstanding new cylinder orders, massively increasing the number of cylinders we had planned to refurbish, amplifying staffing numbers to give us additional testing capacity for returned cylinders to ensure we were returning them back to service as soon as possible and engaging a specialist third party company to provide additional stocks. 

Despite all these efforts at this difficult time the demand shows little sign of reducing (over 68% up v 2019 and last weeks sales were over double the same week last year).

This together  with record numbers of new issues puts a massive strain on our ability to maintain stocks to serve existing customers and has given us no other option.

We will continue to put all of our efforts into making more cylinders available.

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