We recently upgraded some systems across Calor and it has taken more time than expected to get fully back up and running with all services. We’re working hard to get this resolved as quickly as possible and we apologise for any inconvenience caused.
We kindly ask that you treat our people with respect. Our customer service teams are working hard to support you, we'll get to you and deal with your query as quickly as we can.
Good news, Calor Account Online is now back up and running. You can now log in to your account as normal. We're sorry it has taken longer than expected. If you do experience any problems accessing your online account, please email customerservices@calor.co.uk.
Alternatively, you can contact us:
To make a payment: call our automated payment line on 0345 6000 770.
Metered Estates: If you need to submit a meter reading, please call our automated line 0345 766 1111 and take option 9. You can also head to calor.co.uk/meter-reading and fill out our online form.
Order gas: You can place an order by calling our Customer Services team on 0345 609 6202*. We’re here Monday to Friday, 9am – 5pm for bulk and cylinder customers and Saturdays 9am – 1pm for bulk customers only.
The Network Portal is now available. Whilst the majority of the portal is working as you would expect it to, there are a couple of areas that we're still working on:
Accessing reference documentation: Some of your historic reference documentation (old invoices, statements, ASR forms, redistribution and credit summaries) won't be available right now.
We're working hard to get these back up and running and we'll let you know when they're working again.
Our recent system upgrade is impacting some deliveries. We’re prioritising urgent deliveries.
If your deliveries have been delayed or affected, don't hesitate to get in touch with your Account Manager or regular Calor contact.
If you're an auto-ordering customer
Your tank levels are being monitored and we'll schedule your next delivery when you reach 10%.
Allowing your tank to reach lower levels than you're used to enables us to prioritise urgent deliveries and our vulnerable customers. We know this can make you a little nervous, but please don't call us unless your tank reaches 10% or below, as we won't be able to schedule a delivery until it does.
If you place your own orders
You should monitor your tank levels regularly and place your next gas delivery when your tank reaches 25% or below. You can order your gas by calling 0345 609 6202* or send an email with the subject of ‘gas order’ to customerservices@calor.co.uk.
* We’re receiving a high number of calls right now, and you could be waiting a while to speak to a member of the Calor team.
