Customer service performance
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 
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
How many calls did we return?
93% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
46% Of bills sent last month
Resolving emails from energy customers 
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
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.