Customer service performance
Take a look at the latest performance from our customer services teams
How we did in November
Warmer than normal weather meant that fewer customers contacted than we expected to talk to us about their Energy usage, which, supported by our ongoing recruitment, helped us answer customer calls quicker in November than in October. Email response times remained steady at 87% of emails answered in 24 hours.
On the phone
Our call centres experience their busiest periods between 9am and 1pm and 4pm and 7pm. If you can, we’d encourage you to call outside of these hours to ensure your call is answered as quickly as possible. You may also find the answer to your question on our website. You can register to manage your accounts online; submit meter readings, pay your bills, book an engineer and much more.
How many calls did we answer?
1,469,115 Calls last month
363,276 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
77 seconds Last month
62 seconds Last week
How many calls did we return?
91% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
48% Of bills sent last month
Resolving emails from energy customers 
87% Answered in 24 hours
92% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
470,131 Boiler breakdowns
55,600 Home Electrical breakdowns
52,172 Plumbing & Drains breakdowns
234,931 Annual Service visits
8,108 Home insulation installations
10,355 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
76% Of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.