Service Statement

Gas cylinder availability
If you’ve got an empty gas bottle, you can exchange this for a like-for-like replacement at one of our Calor retailers nationwide. We recommend calling your local retailer to check availability and opening hours before travelling.

There’s currently a hold on new cylinder issues so if you’re looking to buy a new bottle, I’m afraid we won’t be able to help just yet. Gas bottles are also unavailable on our online shop at present.

We encourage customers to return any empty or unused cylinders to improve availability. If you have a gas bottle to return, please call your local Calor Distribution Centre (CDC), who will be able to advise accordingly.

For all information regarding Returns, Refills and Exchanges please see our Gas cylinder area.

Contacting us
We have lots of useful information on our website and you can find answers to frequently asked questions below. Alternatively, you can contact us directly by phone or by email.

We kindly ask that you treat our people with respect. Abusive behaviour towards members of our team is not acceptable and will not be tolerated. 

Thank you for your understanding and patience.

ICS Service with Respect logo

Frequently asked questions

Useful information

If you have a gas emergency, please contact our 24-hour emergency team on 03457 444 999.

From May 2022 we will no longer be accepting cash as a payment method. If you currently pay by cash there are still plenty of payment options available such as credit or debit card. We hope you’d welcome this change which will make handling of payment safer for you and will ensure that delivery will be completed even if you are not there. If you may need guidance through this change, we’re here for you -  Please ask your local Calor Distribution Centre (CDC) for help.
  • We won’t be asking customers to sign for delivery and will simply note the name of the customer on the delivery system. 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. For cylinder deliveries, our driver will take a unique reference number such as a purchase order or staff ID number and log this instead of obtaining a signature.
  • Whilst our driver or engineer is on site, they will wear gloves throughout and will adhere to all usual site and PPE regulations as normal. Our front-line 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 your teams also adhere to this protocol.
  • If your account is on Auto-ordering, we'll make a delivery to you once your tank level reaches 25% or below.
    If you order your gas on demand, we recommend you monitor your gas levels and place an order when your tank reaches 25%. Please allow at least 14 days for delivery.
  • If you normally collect your cylinders from one of our Calor sites please contact your local supplying Calor depot to arrange delivery. Alternatively, use our Retailer finder to find your nearest Calor stockist. We suggest calling ahead to check stock, opening times and delivery information. 
  • In order to avoid delay to your delivery, please pay by any of the following options:
  • Pay via BACS payment
  • Pay by card, calling the number on your statement and choose the payment option
  • You can also pay using your own online banking service (details on the reverse of your statement)
  • Use Calor Account Online
  • Please pay using our automated payment line or through Calor Account Online. Calor Account Online is only currently available to our bulk customers. If you use our gas bottles for your energy, such as our 4x47kg solution, please do pick up the phone and call the number on your statement as usual and we’ll be happy to help you. You can also pay using your own online banking service (you can find these details on the back of your statement).
  • If you would like to speak to us about payments, please contact us via Calor Account Online, the email address on your statement/invoice or through our website.
We’re experiencing high volumes of calls and messages at the moment. Please bear with us and we will respond to you as soon as we can. For any non-urgent account administration, please email us with your query and quote your account number. You can find our email address on your statement or invoice.