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

How we did in March

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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.

Calls answered[1]

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

Customer Call-backs

How many calls did we return?

80% Last month


Number of online activities

How many online activities did we action?

2,832,642 Transactions

Number of online visits

5,114,902 Visits

Bills sent electronically

43% Of bills sent last month

Resolving emails from energy customers [1]

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

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