To our valued customers

We’re working tirelessly to continue delivering gas safely to homes and businesses across the UK.

This winter we anticipate that many of our home energy customers will be spending much more time at home, with some shielding or self-isolating. And, although we continue to work safely at Calor following all Covid guidelines, 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

To help minimise the spread of COVID-19, we have reduced the service from our Calor sites. As a result, customers wishing to collect or return gas bottles, please call ahead to discuss options with your local site.

We will, however, continue to provide a delivery service, supplying and collecting gas bottles 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 calling before travelling to one of our retailers, to check opening hours.

This year we have experienced higher than usual levels of demand for some of our gas bottles and have at times run out of stock for our online deliveries. We work hard to replenish these products as soon as we possibly can. 

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 depot know. We'll do everything we can to amend your scheduled deliveries accordingly.

Contacting us

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 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’d like to thank you for your understanding and patience. 

Thank you for being part of the Calor family and we wish you well. 

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