Customer service performance
Take a look at the latest performance from our customer services teams
How we did in January
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.
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
How many calls did we return?
84% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
45% Of bills sent last month
Resolving emails from energy customers 
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
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.