To our valued customers
We’re continuing to work tirelessly to deliver gas safely to homes and businesses across the UK despite the many challenges caused by Covid-19.
We continue to work safely at Calor following all Covid guidelines, but there is the possibility that people in vital roles such as drivers and customer service agents may have to take time off work. We therefore apologise if you experience longer waiting times as a result.
Gas bottle delivery and collection
We are currently experiencing cylinder availability issues due to higher demand and restricted supply. Availability is evolving constantly but please be aware that some cylinder sizes are unavailable or limited to exchange only.
For customers wishing to collect or return gas bottles, please call ahead to book an appointment with your local Calor Centre.
We continue to provide a delivery service, supplying and collecting gas bottles from your own sites. Please contact your local supplying Calor Centre to arrange a delivery. Alternatively you can order via our Online Shop or go to our Find a retailer page, where you can enter your postcode and find the nearest retailer to you. We recommend calling before travelling to one of our retailers, to check opening hours.
The Covid pandemic has resulted in record demand for Calor cylinders in 2020 due to the prolonged lockdown, warm weather, and the boom in UK staycations last year. While new cylinders have been ordered in significant quantities for 2021, demand has continued to grow and is leading to some shortages. Orders for new cylinders were placed well in advance to meet the expected significant demand, but the lead times for cylinders, which are manufactured overseas, have been significantly longer than previous years, caused by continued COVID issues in the manufacturing locations, increased global steel demand, and increased global shipping demand. In addition to new cylinders, we are working hard to refurbish existing stock at record levels to put as many cylinders into service as possible.
We apologise for any inconvenience you might be experiencing, and we’re working hard to increase our supply. Whilst we continue to increase the cylinders in circulation, we are also encouraging customers to help us by returning any empty or unused cylinders to improve availability. You can return a cylinder by contacting your local Calor Centre and making an appointment.
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.
Contacting us
We have lots 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 very 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 a priority.
We’re currently experiencing unprecedented demand and we’re doing our best to help assist you as quickly as possible. We kindly ask that you treat our agents with respect. We will not accept abusive behaviour towards them.
Thank you for your understanding and patience.
We understand this is a very challenging time, with many uncertainties. Please check below for some information you may find useful.
If you have a gas emergency, please contact our 24-hour emergency team on 03457 444 999.
