Our Frequently Asked Questions

Opening an account is easy, simply contact your nearest Gas Direct, Gas Direct Cymru or SIG branch. Our team will put you in direct contact with one of your local sales representatives who’ll walk you through the account opening procedure.

If you’re an LPG (Calor or Flogas) customer, you may not need an account with us. Our customer services team will be able to advise when you call.

Find Your Local Branch

The majority of our customers will pay by Direct Debit, covering the cost of gas ordered during the month and any cylinder rental that has occurred.

LPG (Calor or Flogas) retail customers can also pay by card over the phone. Alternatively you can visit our branches and pay by card in store.

We have temporarily introduced surcharges due to the inflation of energy and CO2 production costs.

Please note these charges do fluctuate.

View Surcharges

Please contact your system/product supplier and they will be able to inform you of what gases you require.

Alongside our Drinks Dispense gas cylinders, we can also provide drinks system equipment.

Please note, systems are currently not available from our Hereford, Shrewsbury or Worcester branches.

Both are LPG (Liquefied Petroleum Gas) hydrocarbon gas however their chemical properties differ making them suited to particular uses.

Propane is primarily an ‘outside’ gas. Used for BBQs, central heating, cookers, outdoor heaters etc.

Butane is for indoor portable heaters.

If you have a valid Calor Cylinder Refill Agreement (CRA), you are entitled to a 25-70% refund.

The age of the CRA determines the refund proportion.

If you are no longer in the possession of a Calor Cylinder Refill Agreement for the cylinder, you are still entitled to a £7.50 refund if you return it to a ‘Calor Centre’. More details can be found on Calor’s website here.

Please be aware that if you wish for us to collect the cylinder, you will not receive money for your cylinder without a valid CRA.

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Calor and Flogas have introduced an exchange policy which makes it easy to interchange between different gases and sizes. You can view their exchange groups below:

Calor Exchange Policy

Flogas Exchange Policy

Only cylinders within the same group can be exchanged. If you require a cylinder out of another group, you can either pay a new deposit an have both cylinders or return your existing cylinder with the cylinder refill agreement, receive a refund and then purchase the cylinder as a new purchase.

Both Calor and Flogas are currently operating on a like for like, exchange basis only therefore you must have an empty cylinder to exchange.

For larger cylinders (19kg and 47kg) there isn’t really an effective method of telling how full they are.

For the more manageable cylinder sizes (3.9 kg up to 15kg) you can use a set of bathroom scales.

The numbers shown on the silver disc on the top of your gas cylinder (where the valve is) shows the weight of the cylinder when it is empty in pounds and ounces – convert this figure to kilograms. Put the cylinder on your bathroom scales and take note of the total kilograms.

Then carry out this calculation:
(cylinder weight) – (tare weight) = kg of gas remaining

There are after market gauges available online, however we do not recommend or sell these as they have been proven to fail/be inaccurate.

That very much depends on what you are using the cylinder for. All gas appliances will have a data plate which shows the consumption rate for the appliance, this is usually marked as a number followed by g/h or kg/h. This number indicates the “grams per hour” or “kilograms per hour”.

Use this calculation to get an approximate usage time:
(cylinder grams) ÷ (consumption rate in grams) = approximate hours of usage

Our 30L, 300 bar Industrial gas cylinders are fitted with integrated valves so your own gauge is not required. Simply attach your hose (and flash back arrestor if you are using Oxygen and Fuel) to a quick-action coupling and away you go.

For all other Industrial and Drinks Dispense cylinders, they are fitted with UK standard valves so any equipment you have been using previously, will fit onto our cylinders.

If you suspect a cylinder is leaking, follow the below steps:

• If possible, place cylinder in an isolated area outdoors
• Give your nearest main branch a call

A faulty cylinder reference will then be allocated to this cylinder.

A driver will then be routed to your property (on your allocated delivery day) to check the cylinder and connection to determine where the fault is.

If the cylinder is deemed faulty, it will be uplifted and returned for testing. Gas fill credit will be raised accordingly.

Please note this process can take a few weeks. If you require a cylinder as a replacement, please order this when you ring to alert of the fault.

We have a page dedicated to ISO Certification

ISO Certification