Frequently Asked Questions

Propane FAQs

While millions of homeowners all across New England have discovered the many benefits of this clean, safe, and affordable energy source, you may still have a few questions. If you don’t find the answers here, contact us. Our energy consultants and Customer Service Representatives have the answers.

General Information

What communities do you service?

We provide propane services to most areas in Massachusetts and Southeastern New Hampshire.   Please contact us at 800-828-3395 to request service for your home.

What are your office hours?

Our regular business office hours are: Monday – Friday, 7:30am – 5:00pm

If you have an emergency during non-business hours, our Service Technicians and Delivery Drivers are available 24/7 to meet your home comfort needs. Please contact us so that our on-call team can assist you.

Do you have a showroom?

Yes. Our Ayer headquarters showroom is currently under construction. Soon, you will be able to stop by to see and learn about the types of heating and cooling products that might be appropriate for you home. Our knowledgeable staff is happy to help you. Come see us any time.

Common Questions Propane Users Ask

What is propane and how is it made?

Propane is a hydrocarbon (C3H8) and is sometimes referred to as liquefied petroleum gas, LP-gas or LPG. Propane is produced from both natural gas processing and crude oil refining, in roughly equal amounts. It is nontoxic, colorless and virtually odorless. As with natural gas, a strong identifying odor is added so the gas can be readily detected.

Liquefied petroleum gas (LPG) consists mainly of propane, propylene, butane, and butylene in various mixtures. However, for all fuels in the United States, the mixture is mainly propane. The components of LPG are gases at normal temperatures and pressures.

Chemical Properties: LPG, like natural gas and unlike gasoline, is a simple mixture of hydrocarbons, mainly propane/propylene (C3S) and butane/butylene (C4S).

Is propane safe to use in my home?

Propane is a safe fuel to use in your home and business. Propane has a narrow range of flammability and cannot be ingested like gasoline or alcohol fuels because it is released as a vapor from a pressurized container. In addition, award-winning preventive maintenance programs like GAS Check (Gas Appliance System Check) ensure that homeowners understand how to properly maintain their propane appliances and enjoy a healthy, safe environment.

How should propane tanks be stored?

Propane tanks should be stored outside. Do not store any propane tanks in the garage or any other indoor areas at any time, even during the winter months. As for excessive heat, propane tanks should only be filled to 80 percent of the tank’s capacity. This is to allow for some liquid propane expansion that might occur during hot days.

Are there any tips when using a propane stove?

When purchasing a propane oven or range:

  • Look for one with an automatic, electric ignition system. An electric ignition saves propane-because a pilot light is not burning continuously.
  • Be sure that all burners are burning with a blue, cone-shaped flame. A yellow flame indicates clogged air inlets or burners that need adjustment. Contact a propane retailer’s service department immediately if you do not see a blue flame.
  • Keep range-top burners and reflectors clean; they will reflect the heat better, and you will save energy.
Where can I find information on gas fireplaces?

The Hearth, Patio & Barbecue Association (HPBA) is an international trade association first established in 1980 to represent and promote the interests of the hearth products industry in North America.

Where can I find information on gas appliance manufacturers?

GAMA, the Gas Appliance Manufacturers Association, is a national trade association whose members manufacture appliances, components and related products used in connection with space heating, water heating and commercial food service.

What rules should I follow when using a propane grill?

Please click here to read the safe grilling tips.


What kinds of equipment to you install and service?

What kinds of equipment to you install and service? Lorden specializes in a wide variety of heating and cooling products and systems. We make choosing and installing your equipment and systems worry-free. Take advantage of our highly trained staff, in-house fabrication facility, and extensive line of equipment. We sell, install, and service:

  • Central Air Conditioning systems
  • Hot Water Heaters
  • Furnaces
  • Boilers
  • Humidifiers
  • Propane Aboveground Tanks
  • Propane Underground Tanks
  • Propane gas log inserts
  • Propane fueled space heaters
  • Propane fueled pool and spa heaters
  • Propane fueled generators
  • Combustion Air
  • Power Venters
  • Metalbestos Chimneys
  • Propane equipment, ranging from Rennai water heaters to Rhuud propane hot air furnaces
Do you offer free consultations and estimates?

Yes. We’ll come to your home to evaluate your needs and provide free estimates on any equipment needs or installation projects. We’re also very respectful of your time, your home, and your budget. Our in-house fabrication, for example, is one way we make projects easier. By custom fabricating your ductwork, we make installation faster and more precise. Our highly skilled team is courteous, always taking care to avoid disrupting your life.

Service & Maintenance

What kind of services does Lorden offer?

We service all types of heating and cooling equipment and systems on a preventative, as-needed, and emergency basis. All our technicians are certified, uniformed, directly employed by Lorden, and required to meet strict ongoing education requirements to maintain their employment. We offer “white boot” service and are available 24/7. We pride ourselves on the availability, capability, and quality of our technical team.

How often should I have my equipment serviced?

We recommend that you have your heating system serviced on an annual basis. This ensures the most fuel-efficient performance, prevents costly repairs, and extends the life of your equipment.

Are there steps that I can take to lower my energy bill?

While the factors that contribute to higher fuel prices cannot be controlled by propane retailers or consumers, there are some simple steps customers can take to lower their energy bill year-round. The industry encourages homeowners to save on energy costs by following this three-step energy plan:

  • Explore fuel payment plan options to spread your projected annual costs over many months, balancing the costs of seasonally higher bills. Many customers select a “fixed-price” option, and can “lock-in” a price. Call us at (800) 828-3395 to learn more.
  • Set up a regular delivery schedule. Consider filling your tank before the start of the heating season rather than waiting until it is empty.
  • Purchasers of highly efficient heating, cooling, and water heating equipment can take tax credits of 30% of installed cost for purchasing qualifying equipment. These credits are available for systems placed in service from January 1, 2009 through December 31, 2010. There is a $1,500 cap on the credit per home, including the amount received for insulation, windows, air and duct sealing. For more information, please visit

Customers can also lower their overall energy bills by making a few small changes in the home:

  • Protect against drafts by caulking and weather-stripping around windows, doors, and other openings such as ducts, fans, and vents.
  • Inspect and tune-up your residential heating system regularly for efficiency. Contact your local propane retailer to inquire about a home heating system inspection. A properly working heating system is more efficient and will save you money.
  • Change your furnace filter monthly. Clean filters will help your heating system work more efficiently. If on a monthly payment plan, use receipt of your propane bill as a reminder.
  • Invest in a furnace thermostat timer that can save money by lowering your home’s temperature when you are not at home. You can cut annual heating bills by as much as 10 percent per year by turning your thermostat back 10-15 percent for eight hours per day.
  • Switch to a propane water heater, which provides significant energy efficiency over an electric water heater. Over time, propane water heaters can cost one-third less to operate and recover hot water twice as quickly as electric water heaters.
  • When using a water heater, turn it down from the standard 140 degrees to 130 degrees. You could save more than 10 percent on your water-heating bill.
  • Increase your water heater’s efficiency by draining it every six months to remove lime deposits and sediment.
  • Install flow-restricting showerheads. You can reduce hot water usage by up to 50 percent without affecting shower pressure.
  • Run washing machines –and clothes dryers– with a full load.
  • Close vents and doors in unused rooms. Make sure your attic and basement are properly insulated.
Are there any tips I can follow when using a propane water heater?
  • Turn down your water heater from the standard 140 degrees to 130 degrees. You could save more than 10 percent on your water-heating bill.
  • Increase your water heater’s efficiency by draining it every six months to remove lime deposits and sediment.
  • Install flow-restricting showerheads. You can reduce hot water usage by up to 50 percent without affecting shower pressure.
  • Repair leaky faucets to prevent waste. A leak that fills a coffee cup in 10 minutes wastes 3,200 gallons of water a year.
  • Run washing machines and clothes dryers with a full load.

Propane Delivery

Why should I set up an automatic delivery service?

Automatic delivery gives you peace of mind, knowing that your comfort will never be disrupted by an unexpected run-out. Automatic delivery also allows us to optimize operational efficiency to keep your costs down.

How does the automatic delivery service work?

We use sophisticated methods and patented technology to determine and schedule optimal fuel delivery for customers like you. This ensures a level of efficiency unparalleled in the industry-leading to peace of mind and lower costs for you.

How frequently should I expect a delivery?

Delivery patterns vary but the average home heated with propane should expect to see a delivery every four-five weeks in the winter season.

Am I responsible for shoveling a path to my tank location?

Adequate accessibility to your tank location is necessary for safe and timely deliveries to your home. While you are not required to shovel a path, it is appreciated by your delivery driver.

Payment & Billing

Am I allowed to take a discount on early payment of my delivery?

You may take a $.10/gallon discount when your payment is made within ten days of delivery. Your delivery slip will serve as your invoice. You can easily make your payment online by accessing your account through MyLorden.

Do you offer a budget payment program?

Our budget program provides you with the ability to plan ahead and pay for your heating expenses over a 10-month period. We work with you to determine a level monthly payment that helps keep heating costs manageable and predictable.

If, during the season, heating oil prices increase, we may adjust your budget payment to help ensure that you don’t have a large balance due at the end of the season. If you have a credit balance at the end of the season, you can utilize it future service/deliveries or receive a refund.

Can I set up an automatic payment for each delivery?

You can have automatic payments arranged through credit card transactions or electronic check payments. Please contact us to set up your automatic payment schedule.

Our Website

What can I do online?

We make it easy for you to do business with Lorden by giving you anytime, anywhere access to your Lorden account. So you can schedule deliveries, arrange for service, pay bills and more-all at your convenience. Sign up for My Lorden so you can take advantage of these convenient online services.

  • Become a Lorden customer / Open an account
  • Set up on line access for my existing account
  • Make a payment
  • Request information on all products and programs and have my questions answered by a Lorden E-Care Specialist
  • Receive Pre-Purchase Fuel Agreements and Budget Plans