Useful information

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.

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.

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.

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.

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.

Annual Consumer Complaint Report

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

Be more energy efficient

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

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.

British Gas calling

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

Lots of ways to pay

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

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.

A guide to switching your energy supplier

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

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.

Our Values and Our Code

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. Find out more on