Things we can help with. Useful information

We’ve put together some handy leaflets that can help you with the most common questions we get from our customers.

You can either print these off at home or download them to a computer with a PDF reader installed (most computers have one).

Energy supply and pay as you go advice

From energy efficiency to switching supplier – if you’re looking for help, we’ve got you covered.

Ways we can help

If you’re older, disabled, or living with an illness, we’ve got some helpful advice and telephone numbers. And information on free gas safety checks.

Ways we can help

A guide to switching your energy supplier

A step-by-step guide to the energy switching process.

Switching your energy supplier

Is a prepay meter right for you?

If you’re thinking about getting a pay as you go meter or you’re unsure if it’s the right option for you, this leaflet has all the information you need to know to help you decide.

PAYGE right for you

Be more energy efficient

How to save energy and reduce your bills, along with details on what we’re doing to stay energy efficient.

Be more energy efficient

Know your rights in a changing energy market

This leaflet helps you get free independent advice about your energy supply. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

Know your rights

Guaranteed standards and complaints management

Below you’ll find some of our best practice procedures and other useful leaflets.

British Gas calling

What to check before you let one of our representatives into your home.

British Gas calling

Annual Consumer Complaint Report

Shows how we’re meeting our obligations under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.

Annual Consumer Complaint Report 2018/19

How we deal with unacceptable behaviour towards our staff

We’re always interested in hearing your thoughts on how we can improve our service. But we won’t accept abusive, aggressive or discriminatory behaviour towards our staff. Here’s our statement on how we deal with unacceptable behaviour towards our staff.

Unacceptable behaviour statement

Standards of performance

The services we provide, the levels of customer care we guarantee, and what you’re entitled to from the companies that maintain your pipes and cables.

Standards of performance

We're listening – our complaints handling procedure

If you’d like to make a complaint about our energy (gas and electricity) products and services, this leaflet has all the information you need.

We're listening

The Gas and Electricity Theft Charter

The Gas and Electricity Theft Charter applies to all energy suppliers. It helps us to ensure the welfare of our most vulnerable customers when we investigate cases of potential energy theft.

Theft Charter

Code of practice for bills and payments

For info relating to bills, ways to pay and more, check out the links below.

Lots of ways to pay

Choosing the right way to pay for your gas and electricity.

Lots of ways to pay

Back billing for domestic customers

This document complements the Code of Practice for Accurate Bills and reflects the principles which most of the major energy suppliers apply in relation to back-billing for unbilled energy consumed more than 1 year previous to the bill being issued.

Back billing for domestic customers

Code of practice for accurate bills

The commitments energy suppliers make to give you accurate bills, and your obligations as an energy customer. Current members of the code are British Gas (including Scottish Gas), EDF Energy, E.ON, nPower, Scottish Power and SSE.

Code of practice for accurate bills

Our Values and Our Code. Commitment to being a responsible business

Our Values and Our Code demonstrate our commitment to being a responsible business and bind us together in common pursuit of our strategy and purpose.

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