Calor Gas refusing to deliver gas

heavenly_hejare

I posted this already on the Gas forum not realising there was a dedicated LPG one too. I hope reposting doesn't contravene any forum rules....

I wonder if anyone can offer some advice on what my rights are regarding being refused gas.

I live in a semi-rural location without a mainline gas supply so we have our gas delivered by Calor Gas.

I have recently returned to my home after living abroad for a couple of years but was still the account holder on the bill. The family member in charge of paying the bills in my absence basically didn't. The bill was eventually paid off in full just before my return. My gas tank is now almost empty and when I phoned Calor Gas to order a delivery, I was told that there was a legal notice on the account (even though the account was £36 in credit) and that I would have to build up credit or pay for the gas in full before delivery. I asked about setting up a direct debit as I can't afford to pay the £300 for a full tank of gas upfront (I am currently unemployed-looking for work and finding it incredibly difficult!) and was told that would be sufficient. I set up a dd for £50 a month and when I called to place an order was told I would still have to pay £200 for the gas upfront and they would not deliver gas until this was done. The tank is refilled on average every 8 months.

The account is now £86 in credit so there is no debt on the account. They're not refusing me gas because I have unpaid debts. I cannot ask the family member for money because he is in £40,000 worth of debt and we have recently completed a debt repayment budget sheet which was sent to his creditors.

Even though I am not on a mainline pipe and my gas has to be specially delivered, does this still count as a disconnection? Since there are no children living at the property nor elderly people, I cannot be considered a "vulnerable" customer. If gas is being refused do the same procedures still need to be adhered to by Calor Gas as it would if a piped gas line were to be disconnected? What are my rights? Do Calor Gas have a right to refuse me gas during winter even though I have set up a payment plan?

I think I have only a few days worth of gas left and it's pretty chilly outside. I've had a look on the Calor website and it states that they aim to deliver at least 6 weeks worth to keep domestic supply continuous but they are refusing this saying they will deliver 600l which will have to be paid upfront. Without gas, I have no central heating, hot water nor the use of the oven and hob.

I've tried looking online but can't seem to find any information on this and would be greatful for any advice that can be offered my way. Has anyone found themselves in a similar situation?

frankie

Hi, I sympathise with your situation.

I've not come across this situation before, all I can suggest is perhaps talking to another supplier of lpg and seeing if they would be more helpful.

What level of responsibility was the person you talked to at Calor? If it was just a rep it would be worth 'going to the top' to find a proper decision maker.

I don't know if it would be practicable or cost effective to replace your bulk tank supply with using 47kg bottles from a local supplier?