Delivery

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.

We always conduct a visual inspection before we fill your tank with heating oil. Visual checks ensure your heating oil tank is safe and helps to prevent expensive leaks.
To help prepare for your heating oil delivery, you can also carry out a few of these checks yourself:

• Making sure there’s a strong base to support your tank and its contents
• Checking for cracks and splits
• Making sure all gauges and alarms are working
• Removing any nearby obstacles that could prevent delivery
• Keeping vents and gauges protected from rainwater

Watch our handy video for hints and tips on checking your tank.

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

You can contact your local customer service team by using our handy online map: Heating Oil Delivery Near Me and place an order over telephone. We will endeavour to deliver within 10 working days, but this can change depending on the time of year.

If you or a loved one are over 75 or considered vulnerable, you could be eligible for our Cold Weather Priority scheme.

Yes. If you have placed an order online and we cannot fill your tank with the total amount of litres you have already paid for, we will issue a refund which will return on the card you paid with within 5 business days.

If you have a Direct Debit account with us, a credit will be applied to your account. Or if you still have a question about your refund, please call us on 0345 600 4040.