At Calor, we continue to deliver gas safely, keeping homes and businesses running across the UK. Please read our full statement.

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. 

Updates

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Frequently asked questions

Useful information

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.

  • 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, it is unlikely we will make a delivery to you until your tank level is below 25%.   We are able to see your usage and we are working extremely hard to maintain fuel supply to all our customers.
  • If you’re not on Auto-ordering and normally phone us to place an order, please only call to place an order if your tank is below 25%. We are working extremely hard to maintain fuel supply to all our customers during these uncertain times.
  • 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 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. Please remember you can also contact us directly via our social media channels.