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

How we did in January

Graph image

The colder weather meant that many more customers needed to talk to us in January, unfortunately increasing the amount of time customers waited to get through to an agent to 84 seconds. Performance across our other customer service channels remained consistent with 76% of emails responded to in 24 hours.

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?

1,296,988 Calls last month

369,693 Calls last week

Speed of getting through

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

84 seconds Last month

142 seconds Last week

Customer Call-backs

How many calls did we return?

84% Last month


Number of online activities

How many online activities did we action?

2,162,774 Transactions

Number of online visits

4,128,884 Visits

Bills sent electronically

45% Of bills sent last month

Resolving emails from energy customers [1]

76% Answered in 24 hours
87% Answered in 48 hours

Home Service visits

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

317,758 Boiler breakdowns

60,469 Home Electrical breakdowns

51,928 Plumbing & Drains breakdowns

223,888 Annual Service visits

5,247 Home insulation installations

8,650 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.