Customer service performance
Take a look at the latest performance from our customer services teams
How we did in September
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.
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
How many calls did we return?
83% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
46% Of bills sent last month
Resolving emails from energy customers 
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
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.