Take a look at the latest performance from our customer services teams

How we did in December

We experienced normal seasonal reductions across all of our customer contact channels through the Christmas period. Our customers were able to get through to us on average in 46 seconds in December & we responded to 85% of emails within 24 hours. However early in December, due to some technical issues with our systems, we were unable to call some customers back when we promised but we are pleased to confirm that this issue was resolved quickly.

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.

Calls answered[1]

How many calls did we answer?

836,363 Calls last month

376,137 Calls last week

Speed of getting through

How long on average did it take to answer our calls?

46 seconds Last month

345 seconds Last week

Customer Call-backs

How many calls did we return?

45% Last month


Number of online activities

How many online activities did we action?

2,221,859 Transactions

Number of online visits

4,519,636 Visits

Bills sent electronically

45% Of bills sent last month

Resolving emails from energy customers [1]

85% Answered in 24 hours
91% 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

686,036 Annual Service visits

6,438 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

[1] Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.