Customer service performance
Take a look at the latest performance from our customer services teams
How we did in March
A greater number of customers wanted to talk to us about their tariff & best deal available for them. These longer conversations have meant that our average speed of answer got worse and we are looking at solutions to improve our service levels in the future.
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?
1,776,292 Calls last month
269,601 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
206 seconds Last month
272 seconds Last week
How many calls did we return?
80% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
43% Of bills sent last month
Resolving emails from energy customers 
60% Answered in 24 hours
77% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
242,100 Boiler breakdowns
47,059 Home electrical breakdowns
56,894 Plumbing & drains breakdowns
332,371 Annual Service Visits
8,837 Home insulation installations
9,526 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
75% Of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.