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're still following key COVID protocols at Calor, to keep our colleagues and customers safe. 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.
Our Calor Centres are permanently closed to the public, but we still provide a delivery service, supplying and collecting gas bottles. Please call your local Calor Centre who can arrange this.
Customers wishing to return a gas bottle, please contact your local Calor Centre, who will be able to advise accordingly.
Alternatively, you can exchange or buy a new bottle via our Online shop or your nearest retailer. We recommend calling before traveling to one of our retailers to check availability and opening hours.
Cylinder constraints
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.
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.
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 below. Alternatively, please feel free to contact us directly by phone, email or via our social media channels.
We continue to experience unprecedented demand and we're doing our best to help assist you as quickly as possible. We kindly ask that you treat our people 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.
