Learn more about the Alternative Fuel Payment (AFP) from the Government.

The Government’s Alternative Fuel Payment is available to homes and businesses who aren't using mains gas for heating. You can find more information about Alternative Fuel Payments from the Government here.

Where can I find the frequently asked questions for 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.

Where can I find the frequently asked questions for 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.

How can I check how much gas I have remaining?

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.

I have 25% gas remaining, do I need to order?

Yes, we recommend ordering when your gas level reaches 25% so we can schedule your delivery in time. Please allow up to 21 days for delivery.

Do I need to check my 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.

How are my monthly payments calculated?

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.

My account is in credit, can I reduce my monthly payments?

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.

I am moving house, how do I get a refund for my credit?

Your credit will automatically be refunded when the account is closed and your final bill has been calculated.

My account is in credit, can I reduce my monthly payments?

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.

How are my monthly payments calculated?

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.

I am moving house, how do I get a refund for my credit?

Your credit will automatically be refunded when the account is closed and your final bill has been calculated.

How is the next delivery date calculated in Calor Account Online?

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.

I'm expecting a delivery, when is it arriving?

You can view delivery announcements 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.

I've just had a delivery, why is my tank gauge reading below 100%?

When a delivery is made, we fill the tank to between 80-87% to allow for expansion of gas.

How will I know when my order is scheduled?

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.

Do I have to be at home when a delivery is made?

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.

The weather is bad in my area, will you be able to get to me?

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.

My gas is running low, when will I get my delivery?

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.

My gas usage is changing, do I need to let you know so I don’t run out?

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.

Can I have my gas tank partially filled?

When there's a high level of demand for gas, we may need to partially fill your tank to help speed up delivery times.

My gauge reading has been the same for a while now, but I have been using the gas. Is there a problem?

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.

I've just had a delivery, why is my tank gauge reading below 100%?

When a delivery is made, we fill the tank to between 80-87% to allow for expansion of gas.

How will I know when my order is scheduled?

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.

I'm expecting a delivery, when is it arriving?

You can view delivery announcements on our Delivery Information page. The service level for On Demand customers is currently up to 21 days from point of order. If you’ve opted into our SMS service, you’ll receive a text the day before your delivery is due.

Do I have to be at home when a delivery is made?

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.

The weather is bad in my area, will you be able to get to me?

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.

What payment methods do you take?

We take variable direct debit, monthly direct debit, card payments and BACS.

Am I able to spread payments?

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.

How can I make a 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.

I'm worried I won't be able to pay my bill

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.

Can I order a partial delivery?

Yes. If you don’t want to receive a full gas delivery then you can request a 50% tank capacity partial gas delivery.

Am I able to order online?

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. You’ll be able to order gas online as long as you: · Have at least one tank at your property · Don’t already have an order pending · Your delivery point isn’t on stop gas Please note Calor Account Online isn’t available for customers using gas bottles.

How do I switch to auto ordering?

It's easy to switch to our auto-ordering service. Simply register your interest by sending us an email using our form below.

I'm running low on gas, what should I do?

Please order your gas when your gas level reaches 25%. Please allow up to 21 days for delivery. This may increase if we experience bad weather conditions.

My gas level is over 40%, should I order?

You should still have plenty of gas remaining at 40%, please order your gas when your gas level reaches 25%.

My gauge reading has been the same for a while now, but I have been using the gas. Is there a problem?

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.

My gas tank sounds empty when I tap it, is it empty?

Not necessarily. The tank sounds the same regardless of the tank contents, please check the gauge on your tank.

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

Calor supply my home energy

Help for existing home energy customers

Need an update on your delivery, to manage your account or pay your bill? You're in the right place. If you've got a question, our help centre should have all the answers, but if you don't find what you need, please get in touch with us via email or phone.

Help centre Contact us

Delivery information
Up to date information on our national delivery status and timescales
Manage my account
On Calor Account Online you can view invoices, telemetry readings, order gas, and much more.
Safety Information
Tank and pipework safety information so we can ensure everything is running smoothly for you.
Update your details
Let us know if your contact details have changed, so we can get in touch if we need to.

Contact us

Send us an email

Please email your local team using the email address on your latest statement.

We're having some issues with our contact forms at the moment. To make sure we get your message, please email your local team. The email address can be found on your statement. We're sorry for the inconvenience.

Or give us a call

Our phone lines are 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 the number below and you'll get the option to request a callback. This means you'll 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's no need to wait on the phone, we'll call you back.

0345 609 6202

Our phone lines are open Monday to Friday 8am - 6pm and Saturday 9am – 1pm.

Map of Great Britain with Calors customer service hub centres highlighted

For Grangemouth - Press 1.
For Port Clarence - Press 2.
For Elland - Press 3.
For Stoney Stanton - Press 4.
For Neath - Press 5.
For Plymouth - Press 6
For Fawley - Press 7.
For Coryton - press 8.