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 [1]

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

Customer Call-backs

How many calls did we return?

91% Last month


Number of online activities

How many online activities did we action?

2,709,111 Transactions

Number of online visits

4,824,857 Visits

Bills sent electronically

43% Of bills sent last month

Resolving emails from energy customers [1]

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

[1] Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.