Read our service statement here.

An aerial view of a Calor lorry driving through a rural village

Help for existing home energy customers

Help and Support
Calor supply my home energy

Whether you need an update on your delivery, need to manage your account or pay your bill, you're in the right place. 

If you have a question, take a look at our frequently asked questions below, hopefully, we will have all the answers you need there but if you don't find what you need, feel free to contact us via email or phone.

Frequently asked questions

Gas levels

We advise periodically checking your gas levels manually. If you are a new customer we advise checking manually until you have received 3 deliveries and we understand your gas usage.
If your gas level is more than 10% then there’s no need to contact us. If you’re running at below 10%, please give us a call.
If you’ve had a significant change to your property, e.g, you’ve extended your property, you have more people living at home, or the property is occupied for significantly different hours per day, then please let us know as this will affect your usage. If you have short term visitors staying there’s no need to let us know.
We don’t offer partial fills for auto-ordering customers. Our system will schedule your delivery when it's needed.
Sometimes the gauges can stick. If you give the gauge a good tap, this should jolt the needle if it is stuck. If that doesn't work, please get in touch below and we can check it out for you.

Payments

For long standing customers, we’ll average your usage over 2 years as a basis for the calculation. For new customers we initially estimate this based on 2 refills per year.
Your energy usage may vary throughout the year, so we advise to maintain a constant payment level. Your account is reviewed annually and if you’re in credit by more than 2 month’s worth of payments then this will be refunded.
Your credit will automatically be refunded when the account is closed and your final bill has been calculated.

Deliveries

Our system uses an algorithm using the information from your past usage to work out how many days’ worth of gas you have left, and when you will need a top up.
You can view the delivery status of your local area on our Delivery Information page. Your delivery will be scheduled automatically. If your gas level is below 10% then please give us a call. If you’ve opted in to our SMS service, you’ll receive a text the day before your delivery is due. You can opt into our SMS service by emailing us via the form below .
When a delivery is made, we fill the tank to between 80-87% to allow for expansion of gas.
Our deliveries are scheduled daily. If you’ve opted in to our SMS service, you’ll receive a text the day before your delivery is due. You can opt into our SMS service using the form below. If your gas level is below 10%, please give us a call.
As long as we can access your tank then there’s no need to be home for us to deliver. You’ll only need to be home if your property has access issues such as a gate.
Our delivery vehicles can deliver to your home in most weather conditions. However, during extreme weather conditions, delivery may be affected. For information on delivery status', please refer to our Delivery Information page. 

Calor Account Online

We've put a list together of all the frequently asked questions about Calor Account Online, including what it offers, how to register and much more. Find all the Calor Account Online FAQs here. 

Gas levels

Under the hood of your tank is a gauge with a cap over it about the size of a fifty pence piece which will give you a reading in either fractions or percentages.
Please order your gas when your gas level reaches 25%, this will allow us time to deliver your gas before you run out. Please allow at least 14 days for delivery. This may increase if we experience bad weather conditions.
You should still have plenty of gas remaining at 40%, please order your gas when your gas level reaches 25%.
Sometimes the gauges can stick. If you give the gauge a good tap, this should jolt the needle if it is stuck. If that doesn't work, please get in touch below and we can check it out for you.
Not necessarily. The tank sounds the same regardless of the tank contents, please check the gauge on your tank.

Ordering

Yes, we recommend ordering when your gas level reaches 25% so we can schedule your delivery in time. Please allow 14 days for delivery.
Yes. If you don’t want to receive a full gas delivery then you can request a 50% tank capacity partial gas delivery.
Yes, we encourage you to order your gas online via Calor Account Online – it’s quick and it’s available 24 hours a day, 7 days a week. If you’re not signed up for Calor Account Online yet, you can register here.
It's easy to switch to our auto-ordering service. Simply register your interest by sending us an email using our form below.

Payments

We take variable direct debit, monthly direct debit, card payments and BACS.
Yes, you can spread payments. The direct debit will need to be set up in advance of receiving the order to spread the payment and the payment will be spread over 12 equal payments. If you haven’t got a direct debit in place, you have 30 days to make payment.
It’s easy to make a secure payment online or over the phone. For online payments please login or register to Calor Account Online. For phone payments, please call your local COC and select option 9 for our automated payment line. You can find your local COC phone number below.
If you’re worried about payments, please give us a call. One of our team will be happy to speak to you and discuss the various options available.

Deliveries

When a delivery is made, we fill the tank to between 80-87% to allow for expansion of gas.
Our deliveries are scheduled daily. If you’ve opted in to our SMS service, you’ll receive a text the day before your delivery is due. You can opt into our SMS service using the form below. If your gas level is below 10%, please give us a call.
You can view the delivery status of your local area on our Delivery Information page. The service level for On Demand customers is currently 21 days from point of order. If your gas level is below 10% then please give us a call. If you’ve opted into our SMS service, you’ll receive a text the day before your delivery is due. You can opt in to our SMS service be sending us an email using the form below.
As long as we can access your tank then there’s no need to be home for us to deliver. You’ll only need to be home if your property has access issues such as a gate.
Our delivery vehicles can deliver to your home in most weather conditions. However, during extreme weather conditions, delivery may be affected. For information on delivery status', please refer to our Delivery Information page. 

Calor Account Online

We've put a list together of all the frequently asked questions about Calor Account Online, including what it offers, how to register and much more. Find all the Calor Account Online FAQs here. 

Contact us

Send us an email

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We will use the information submitted to respond to your current enquiry only. We may keep your information for a limited amount of time for quality assurance and to improve our services. 

For more details on the way we process your personal data, please see Calor’s Privacy Statement, which also includes details of how to access your data subject rights and the contact details of the Privacy Officer. 

Local Calor operation centres

Our phone lines are currently very busy, if your query is not urgent, please send us an email.

Alternatively, you could request a call back via a phone call. To do this, call your local Calor Operations Centre and as our lines are currently so busy, you will get the option to request a callback. This means you will be able to hang up the phone and your call will stay in the queue. When your call reaches position number 1 in the queue, it will automatically connect with one of our team and call you back. There is no need to wait on the phone, we will call you back before end of business that day. 
If you're not sure where your local Calor Operations Centre (COC) is, take a look at our map below which shows which area is covered by each COC.  
1 Grangemouth (Scotland)   0345 609 6201
2 Port Clarence (North-East)  0345 609 6202
3  Elland (North)  0345 609 6205
4  Neath (West)  0345 609 6206
5  Stoney-Stanton (Midlands)  0345 609 6209
6  Plymouth (South-West)  0345 609 6207
7  Fawley (South)  0345 609 6208
8  Coryton (East)  0345 609 6210