Flogas Delivery Issues

markwilloughby1

As a Flogas customer using a bulk LPG (I live in a rural location without a gas main option and have a giant tank buried in my front garden). Flogas own the tank and automatically top-up it up when it gets low (at least that's the theory).  I have run out of gas and Flogas are failing in their obligation to deliver more gas to me.  Assurances from Flogas employees that gas "will be delivered tomorrow" turn out to be false as the delivery is subsequently cancelled on the day (as has happened to me on 14 and 16 Feb).  Calling Flogas Customer Service requires a 1.5 hour wait before they answer (I jest not, I have spent over 4.5 hours on calls since the weekend, most of the time waiting in a queue). Emailing Flogas results in an instant reply that they will reply within 5 working days (although in practice no reply is received). TrustPilot is littered with 1 star reviews with numerous dissatisfied customers who are waiting for gas deliveries, including the old and vulnerable. I have raised a complaint with Flogas, which has been acknowledged, and they have given themselves a 14 working day window to reply.  I'd appreciate any suggestions on how best to handle this and who it can be escalated to (outside Flogas who are side stepping the issues with false assurances).  As far as I am aware having heating is a minimum requirement and there appear to be many customers who are experiencing this issue, some of whom will be old and vulnerable, which is worrying.     

Rodders53

Similar relevant thread re Calor, and an explanation of why it's affecting all LPG suppliers https://forums.moneysavingexpert.com/discussion/6320048/calor-bulk-lpg-major-issues#latest

pinkteapot

Yep, Twitter is flooded with Calor customers having exactly the same experience, so it's not just Flogas I'm afraid.

thozza

My parents are with Flogas and have had the same issues with auto top ups, they are in N Wales and waited over two weeks for a delivery having had to ring several times as they were approaching 5%, they were promised delivery but again they were cancelled due to driver shortages.

They'd got to the point of turning off the central heating so they would have enough gas to cook and heat water, utterly ridiculous for pensioners in their mid eighties to have to go without heating so they can cook. They eventually got a delivery last Friday. 

There is no regulator for bulk LPG, so unfortunately the only route to complain is to Flogas, unless you want to try and take legal action for breach of contract, however they will undoubtedly have a clause allowing them to deliver whenever they want to. 

markwilloughby1

Thanks for the feedback and suggestions.  It's disappointing there's no third party (or regulator) to help tackle this type of issue, which appears to be widespread and is impacting so many people, including the old and vulnerable.  I will continue in my mission to improve accountability of the Flogas Management, in the hope they will make some meaningful change to the current unacceptable position...

Rodders53

Members of Parliament are the likeliest route to effect meaningful change and regulation. Maybe just not in my lifetime.

I've seen evidence of LPG deliveries happening around here, though, so it's a pretty variable feast by location I guess.  Relatively glad I burn Kerosene.

Helen_Hardy

We are also a Flogas customer on supposed auto ordering (N Shropshire). I have my 84 y.o. father living with us and they have that flag on the account as well. We have been chasing for a delivery since the middle of January (spending well over an hour each time on the phone waiting to get through) and having been promised a lorry twice by a certain date, nothing has arrived. We are now down below 5% (the gauge doesn't go any lower) and still no joy. Why is there nowhere to go over this? I have emailed a complaint to Flogas but by the time they reply to that we will have doubtless run out and be moving my dad in with my daughter and we will be living in our touring caravan on the drive in order to keep warm.