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

How we did in June

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Last month, we saw the average time it takes a customer to get through to us on the phone improve by over 20%. Customers emailing us received a reply within 24hrs on 73% of occasions, this is not as good as we would like so we are training more teams in the UK to improve these response times moving forward.

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?

1,464,769 Calls last month

284,382 Calls last week

Speed of getting through

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

60 seconds Last month

38 seconds Last week

Customer Call-backs

How many calls did we return?

82% Last month


Number of online activities

How many online activities did we action?

2,277,166 Transactions

Number of online visits

4,375,483 Visits

Bills sent electronically

42% Of bills sent last month

Resolving emails from energy customers [1]

73% Answered in 24 hours
84% Answered in 48 hours

Home Service visits

How many service visits did we make to customers' homes?

150,749 Boiler breakdowns

46,557 Home electrical breakdowns

51,032 Plumbing & drains breakdowns

319,829 Annual Service Visits

5,803 Home insulation installations

7,545 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.