Customer service performance
How we're doing this March
Last month we launched our new Tariff Check email and advertising campaign which enables our customers to see if they could be on a better tariff. In March we continued to see customers responding very quickly and positively to this information which has resulted in an increase in our website traffic.
During March, with the combined cold weather and the Easter weekend bank holidays, we saw an increase in call volumes into our contact centres. On some occasions this led to an increase in the time it took to answer calls. Answering our customers calls promptly is one of our highest priorities and we're working hard to ensure that service levels are restored as soon as possible.
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?
1,343,508 Calls last month 
301,372 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
77 seconds Last month 
209 seconds Last week
How many calls did we return?
93% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
40% Of bills sent last month
Resolving emails from energy customers 
61% Answered in 24 hours
82% Answered in 48 hours
Home Service visits
How many service visits did we make to customers homes?
323,814 Boiler breakdowns
48,831 Home Electrical breakdowns
55,904 Plumbing & Drains breakdowns
329,591 Annual Service visits
14,777 Home insulation installations
7,521 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.
 Figures are representative of 3 weeks data only.