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

How we did in October

ASA increased to 92 seconds as the weather turned colder and more customers needed to talk to us about their Energy usage. We endeavour to answer all customer’s queries as quickly as possible and ongoing recruitment in the UK will reduce how long it takes our customers to get through to us over the coming weeks. Email response times have steadily improved with 88% of customers receiving a response in 24 hrs.

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?

1,509,081 Calls last month

383,005 Calls last week

Speed of getting through

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

92 seconds Last month

109 seconds Last week

Customer Call-backs

How many calls did we return?

93% Last month


Number of online activities

How many online activities did we action?

1,902,724 Transactions

Number of online visits

3,987,698 Visits

Bills sent electronically

46% Of bills sent last month

Resolving emails from energy customers [1]

88% Answered in 24 hours
93% Answered in 48 hours

Home Service visits

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

299,199 Boiler breakdowns

52,919 Home Electrical breakdowns

56,829 Plumbing & Drains breakdowns

272,462 Annual Service visits

7,824 Home insulation installations

10,106 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.