Customer service performance
Take a look at the latest performance from our customer services teams
How we did in March
We continue to focus on improving the speed at which we answer customer calls with a further 40% reduction in the average time to wait to be answered last month. We remain on track with our recruitment plans & will continue to drive further improvements over the coming weeks.
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?
1,870,156 Calls last month
368,735 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
89 seconds Last month
40 seconds Last week
How many calls did we return?
91% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
43% Of bills sent last month
Resolving emails from energy customers 
68% Answered in 24 hours
88% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
243,130 Boiler breakdowns
47,223 Home Electrical breakdowns
55,510 Plumbing & Drains breakdowns
368,559 Annual Service visits
1,042 Home insulation installations
9,418 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
75% of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.