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

How we did in September

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Following our recent price reduction announcement we have supported more customers than expected in conversations in supporting them with their tariff options. This unfortunately has led to it taking longer for us to answer customers. We are currently putting plans in place to help address this in the coming weeks.

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?

1,549,361 Calls last month

321,401 Calls last week

Speed of getting through

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

221 seconds Last month

197 seconds Last week

Customer Call-backs

How many calls did we return?

83% Last month


Number of online activities

How many online activities did we action?

2,268,367 Transactions

Number of online visits

4,733,086 Visits

Bills sent electronically

46% Of bills sent last month

Resolving emails from energy customers [1]

42% Answered in 24 hours
56% Answered in 48 hours

Home Service visits

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

206,660 Boiler breakdowns

47,782 Home electrical breakdowns

52,833 Plumbing & drains breakdowns

336,812 Annual Service Visits

4,097 Home insulation installations

9,143 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.