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

How we did in June

Our ongoing investment in our Customer Service & system improvement programmes are now supporting the improved performance that we saw in June, supporting us in answering customer calls on average in 35 seconds.


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?

1,681,269 Calls last month

345,432 Calls last week

Speed of getting through

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

35 seconds Last month

35 seconds Last week

Customer Call-backs

How many calls did we return?

89% Last month


Number of online activities

How many online activities did we action?

2,546,776 Transactions

Number of online visits

4,031,703 Visits

Bills sent electronically

47% Of bills sent last month

Resolving emails from energy customers [1]

79% Answered in 24 hours
88% Answered in 48 hours

Home Service visits

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

142,674 Boiler breakdowns

42,307 Home Electrical breakdowns

52,238 Plumbing & Drains breakdowns

312,583 Annual Service visits

4,948 Home insulation installations

7,776 Central heating installations

Customer contact resolution

How many issues did we resolve at the first point of contact?

77% of contacts resolved

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