Customer service performance
Take a look at the latest performance from our customer services teams
How we did in June
Last month, we saw the average time it takes a customer to get through to us on the phone improve by over 20%. Customers emailing us received a reply within 24hrs on 73% of occasions, this is not as good as we would like so we are training more teams in the UK to improve these response times moving forward.
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?
1,464,769 Calls last month
284,382 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
60 seconds Last month
38 seconds Last week
How many calls did we return?
82% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
42% Of bills sent last month
Resolving emails from energy customers 
73% Answered in 24 hours
84% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
150,749 Boiler breakdowns
46,557 Home electrical breakdowns
51,032 Plumbing & drains breakdowns
319,829 Annual Service Visits
5,803 Home insulation installations
7,545 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.