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Firstly, we please ask you to sign up here: Create New Customer Account | Certas Energy and you can then get a quick online quote once we have your address information.

Once you’ve filled out your details, you will be brought to the account home screen. This can also be located by clicking the ‘My Account’ button which can always be seen in the top right corner of the website.

Within your account, you can click the ‘Start a new quote’ button on the right-hand side of the screen to start the process.

We ask details such as quantity and which product you’d like (standard or premium kerosene). Once these details are complete, you will be provided with a quote.

If you are happy with the quote, you can then place the order online using our secure card payment system. Please note, only our Pay Monthly Predict customers can pay online using their Direct Debit credit.

Please contact us using this form: Email – Certas Energy and we can amend your address details for you.

Please try and reset your password using this link: Forgot Your Password? | Certas Energy. Please note, it may be necessary to check your junk/ spam folder for this email.

If you’re still having issues, please visit our login page: Customer Login | Certas Energy and click on the ‘Register’ tab. On the right-hand side, you should see a box which asks for your Account Number, Postcode and Telephone Number. Once you enter these details, our system will be able to recommend whether you need to sign up to an online account or whether you already have one in place.

Unfortunately, the ability to pay online for PLANNED pay monthly customers is not currently set up on the website. However we are working hard to resolve this and we hope to have this in place very soon.

If you are a PREDICT pay monthly customer, you are able to purchase your fuel online here: Customer Login | Certas Energy

If you usually pay your heating oil bills using our PLANNED Direct Debit Service, please call 0345 600 4040 and someone will be happy to take your order.

You can see the progress of your delivery by using our Track Order feature on the website: My Order Status | Certas Energy

There are two main reasons that we ask specific questions every time you call about an order:

1. Complying with GDPR information security and protecting customers’ personal data. We have a legal obligation to protect our customers’ personal data from misuse, exploitation, loss or theft. Therefore, we always ask you to answer two security questions whenever you call about an order or delivery. The same process applies to anything else that involves sharing your personal information.
2. Aiming to tackle fuel fraud as part of the Registered Dealer in Controlled Oils (RDCO) scheme. We sell controlled oils at a rebated rate of duty. Under the RDCO scheme with the HMRC, we must legally ask certain questions when you place your order with us. These questions ensure legitimate usage. We’ll inquire about your intended purpose of kerosene and details of any non-domestic accounts you may have. Additionally, we’ll ask you to confirm standard contact and address information.

Most Domestic customers order 2-3 times a year. However, heating oil longevity will depend on things like:

• The size of your home
• How often you turn the heating on
• The efficiency of your boiler
• Your home’s insulation
• Whether you use heating oil for cooking appliances

Every heating oil tank should be fitted with a gauge that measures how much oil is left in the tank. To avoid running out of heating oil, we also recommend installing our FoxRadar tank monitor. Doing so will help you keep a close eye on your heating oil usage and work out how often you need to top up.

We recommend that you leave your tank at a maximum of 90% capacity to prevent overflow.

For more information, explore our detailed guide on how much heating oil to purchase.

We will aim to deliver your heating oil within 10 working days (depending on time of year). Please note that during peak periods, local heating oil deliveries can take longer.

Generally, you don’t need to be at home for your heating oil delivery if your local driver has safe access to your tank.

However, if you’re concerned about potential access issues, let your local team know beforehand. If you do need to be at home, we’ll let you know on the day of delivery.

Our standard tankers have six wheels, are around eight metres in length and can access most homes.

However, if your home (or surrounding roads) have any of the below features, you may need a smaller, four-wheel tanker instead. Just let us know and we can sort this out for you*

1. Is your home on a narrow lane?
2. Does your home have restricted access?
3. Are there any obstacles on the way to your house, such as a weak or narrow bridge?
4. Is there limited room for a tanker to park and manoeuvre nearby your house?

Additionally, our tanker hoses are approximately 30 metres (100 feet) long. If your oil tank doesn’t accommodate for this, please let us know beforehand.

*Please note, some depots may not have a smaller tanker available.