Customer service performance
How we did in September
Our focus on improving our service levels by increasing the number of people employed to answer customer enquiries led to improved performance in September. We continued with our programme to train our colleagues on using the improved systems we use to deal with customer enquiries. This has meant that it has continued to take us longer than we would have liked to respond to some customer enquiries.
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?
1,571,749 Calls last month
306,641 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
148 seconds Last month
164 seconds Last week
How many calls did we return?
90% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
42% Of bills sent last month
Resolving emails from energy customers 
51% Answered in 24 hours
72% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
245,273 Boiler breakdowns
48,056 Home Electrical breakdowns
57,186 Plumbing & Drains breakdowns
424,156 Annual Service visits
2,243 Home insulation installations
10,561 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
78% of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.