Customer service performance
Take a look at the latest performance from our customer services teams
How we did in June
Our ongoing investment in our Customer Service & system improvement programmes are now supporting the improved performance that we saw in June, supporting us in answering customer calls on average in 35 seconds.
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 
How many calls did we answer?
1,681,269 Calls last month
345,432 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
35 seconds Last month
35 seconds Last week
How many calls did we return?
89% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
47% Of bills sent last month
Resolving emails from energy customers 
79% Answered in 24 hours
88% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
142,674 Boiler breakdowns
42,307 Home Electrical breakdowns
52,238 Plumbing & Drains breakdowns
312,583 Annual Service visits
4,948 Home insulation installations
7,776 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
77% of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.