AI FAQ’s

If you detect a gas leak, please call us on 01423 772 789 in office hours (8:00 – 17.00 Mon-Thu, 8:00 – 17:00 Friday, Sep to Apr), 8:00 – 15:00 Friday, May to Aug). For out of hours emergencies, please contact our emergency hotline: 07712 773 230

If you wish to cancel your forthcoming delivery, please contact us on 01423 772 789 at the earliest opportunity but before 8am on the day of delivery at the very latest.

To obtain your contact renewal date, please contact our customer service team on 01423 772 789 or email helplpg@northernenergy.co.uk who will be happy to help.

If you require an ETA of delivery, please contact us on 01423 772 789. We will get in touch with the driver and get back to you.

Please be aware that if the driver is making a delivery or in a remote area with limited phone coverage, it may take some time before we can get back to you.

AS long as we can get access to your LPG tank, then no, not usually. However, if you wish, we can let you know we’re coming the day before we plan to make the delivery in case you need to make access available, for instance.

Please call us on 01423 772 789 to advise us of your password or code and we will add it to the driver’s delivery instructions.

We can e-mail, send an SMS text message or just give you a buzz – whichever suits you best. All you need to do is let us know and we’ll contact you the day before your LPG is scheduled to be delivered.

If you are on our automatic refilling service, please contact us on 01423 772 789 or email helplpg@northernenergy.co.uk and we will advise you when your next delivery is due to be scheduled.

If your payment is due to got out of your account tomorrow, you may be able to stop it, but you need to act immediately.

Contact your bank, then give us a call on 01423 772 789 to let us know you’ve cancelled the payment and to arrange an alternative payment method if required.

As your LPG supplier. we are responsible for maintaining your tank.

An LPG tank typically has a life span of around 30 years before it needs to be replaced. Our in-house engineering team will perform a statutory inspection of your tank every 10 years to meet obligations under Pressure Systems Safety Regulations, but if your tank fails these inspections, it may need to be replaced sooner.

As your supplier, we own your LPG tank and are responsible for its maintenance. When your tank needs exchanging, there is no cost to you – all costs are covered by us as your supplier.

Whilst there is no cost to you to exchange the LPG tank, there will be a charge to relocate your tank due to the extra materials and time required to do so. The new location must comply with UK LPG tank siting regulations. Please contact us on 01423 772 789 for expert advice.

As long as it is straight-forward, it will take our in-house engineering team around 3 hours to do the exchange.

Our LPG tank tests are done by external engineers and we don’t plan their work. Therefore we are unable to make you aware before someone attends.

Our in-house engineering team will contact you to discuss exchanging your LPG tank.

Don’t panic, but don’t delay.

If it’s safe to do so, close the manual outlet valve on the tank, and shut off the gas supply at the Emergency Control Valve (ECV), usually located outside the building where the gas supply enters the property.

Call us on 01423 772 789 in office hours or on our emergency hotline on 07712 773 230 out of office hours. Click here for further information.

If you’re putting up a fence or making any other alterations to the area surrounding your LPG tank, there are some important guidelines and regulations you must follow that are there to ensure LPG safety at all times. For more information, contact us on 01423 772 789 or click here to find out more.

As with above-ground tanks, the siting of an underground LPG tank is subject to strict domestic bulk LPG tank storage regulations.

Please contact us on 01423 772 789 and we’ll be happy to advise, and do a site visit if appropriate to assess the best location for the siting of an underground tank.

For safety reasons, the tank level needs to be at 20% or less before our engineers can exchange your LPG tank.

We would request that the invoice is paid promptly on receipt, and prior to the LPG tank uplift.

We are legally required to show the VAT on all domestic supply invoices to comply with HMRC rules and regulations. A credit note for a refund of the VAT is then applied to your LPG account.

If you have access to MY ACCOUNT, you can view your balance online. Otherwise, please contact us on 01423 772 789 or email helplpg@northernenergy.co.uk.

Firstly, welcome to your new home.

Please call us on 01423 772 789 and we’ll get everything up and running for you. Please provide us with a tank reading when you call, so we can plan your first delivery and send you an LPG supply agreement. If you’re new to LPG, click here to find out more.

Yes! All we need is your email address, and we can arrange for daily readings to be sent. If you would like to take advantage of this service, please call us on 01423 772 789.

LPG tank gauges are reasonably accurate, but not precise. They provide a ballpark figure (a percentage reading) as to how much gas is in your tank. The reading will depend on weather conditions – LPG expands in hot weather, so the reading will be higher than in colder weather when gas contracts.

Your LPG will have a gauge showing what percentage of your tank is full. At its fullest, it will read around 85% full as it needs room for the gas to expand and contract as temperatures rise and fall.

The gauge will be under a hood and protective cap. Bold black letters will be encircling the gauge, with a single pointer needle. This needle will indicate a number which represents the percentage fill of your tank.

If your tank is reading 30% or less, call us on 01423 772 789 to request a top up. To more information, click here.

We suggest you request a top up of LPG when your tank gauge is reading 30% to allow us sufficient time to make the delivery and ensure you do not run out of fuel. Click here to find out how to check how much fuel you have left.

The LPG tank gauge is a small clock-style dial. It’s easy to find, and is usually located under a protective hood on the top of your tank, or in the case of underground tanks, inside the green plastic inspection cover.

Please contact us on 01423 772 789 so we can advise based on your individual circumstances and so we can prioritise your upcoming LPG delivery.

The LPG market price fluctuates daily, making it impractical for us to inform our customers each time they change.

We review our LPG prices regularly based on market conditions, and are proactive in passing price falls onto customers so when prices drop, they save. Our customer service team is happy to discuss current prices at any time. Call us on 01423 772 789 and we will happily update you on the present market conditions.

We can and do deliver pretty much anywhere within our delivery area and can reach most out-of-the-way tanks. Our flexible hoses reach up to a whopping 38 meters, depending on the individual vehicle

The width of our wagon can vary from vehicle to vehicle. Please call us on 01423 772 789 so we can advise on your individual delivery location.

In some delivery areas, we have baby tankers. Please contact us on 01423 772 789 for further details and to discuss your individual delivery requirements.

If we’re concerned about LPG delivery access, we can arrange to do a dummy run to check the access route.

We charge *£350 plus VAT for uplifting your LPG tanks. However, an additional cost applies of £300 plus VAT applies if the tank is more than 5% full to cover pump-out costs.

*As at July 2025. We reserve the right to increase the uplift charge.

You will be refunded for any LPG left in the tank at 50% of the cost price.

First, get in touch with us on 01423 772 789 so we can discuss your deliveries and stop any future ones, where appropriate.

Our customer service team will be happy to chat through the pros and cons of switching to an alternative fuel source. If you decide to go ahead, we’ll be sorry to see you go. We’ll arrange for an engineer to uplift your tank at a cost of *£350 plus VAT, plus an additional charge of *£300 plus VAT if the tank is more than 5% full to cover the pump-out costs.

*Uplift price as at July 2025. We reserve the right to increase uplift costs without notice.

Take your meter reading from the numbers in black. The numbers in red are part units and not required. The reading will likely show in cubic meters (m³). Subtract your previous reading from this latest one to get your recent usage. To convert the units into litres, multiply the units used by 3.85. If your meter is reading is showing in metered feet, (ft³), multiply the reading by 10.8955.

If you have access to MY ACCOUNT, you can view your delivery history online. Otherwise, please contact us on 01423 772 789 and we can arrange to forward you a statement.

LPG tanks come in various sizes. To allow for the gas to expand and contract as temperatures rise and fall, the maximum level we will fill your tank to is 85%.

Our priority is to ensure our customers receive a constant, reliable supply of LPG and never run out. Occasionally, we will partially top up a tank and return to top up fully at a later date, so we can get to other customers who may have used more than usual and require an urgent delivery.

Yes. Contact us on 01423 772 789 and we will put you on our cold weather priority scheme. This means we will identify you as being at risk and vulnerable to cold conditions, so deliveries can be prioritised. Click here for more information. 

No – we don’t have a live feed of your LPG tank level. However, our automatic refilling system accurately estimates when you will need a delivery by looking at your previous usage. Ensuring convenience and the peace of mind you’ll never run out of LPG.

No. We plan a day in advance of deliveries to ensure maximum efficiency, so we can only advise you the day before the delivery is scheduled.

It’s easy and hassle-free to switch to us. Please contact us on 01423 772 789 or click here to apply for a no-obligation quote online. Then, complete a Supplier Switch Notice and we’ll take care of everything else, including contacting your existing supplier.

Once you’ve signed the Supplier Switch Notice, you can sit back and relax. It can take between 7 and 28 days to complete the switch, dependent on how long it takes your outgoing supplier to respond.

The annual tank rental charge covers the cost of owning, insuring, maintaining and the upkeep of the LPG tank. Think of it as a daily standing charge, just like with mains gas.

To provide better value and make life easier, our LPG Package provides our customers with great benefits. If you pay by direct debit, are on our auto refill service and in contract with us, we pay the VAT on all your deliveries. We also provide discounted Home Emergency Cover in association with coverbaloo, the option of interest free monthly payments, and carbon offset your fuel. All at no additional cost to you.