Customer service performance
Take a look at the latest performance from our customer services teams
How we did in December
We experienced normal seasonal reductions across all of our customer contact channels through the Christmas period. Our customers were able to get through to us on average in 46 seconds in December & we responded to 85% of emails within 24 hours. However early in December, due to some technical issues with our systems, we were unable to call some customers back when we promised but we are pleased to confirm that this issue was resolved quickly.
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?
836,363 Calls last month
376,137 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
46 seconds Last month
345 seconds Last week
How many calls did we return?
45% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
45% Of bills sent last month
Resolving emails from energy customers 
85% Answered in 24 hours
91% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
470,131 Boiler breakdowns
55,600 Home Electrical breakdowns
52,172 Plumbing & Drains breakdowns
686,036 Annual Service visits
6,438 Home insulation installations
10,355 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.