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.
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.
If you have a prepay meter and are concerned about any medical or financial issues mentioned in this leaflet, please get in touch.
Be more energy efficient
How to save energy and reduce your bills, along with details on what we’re doing to stay 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.
Guaranteed standards and complaints management
Below you’ll find some of our best practice procedures and other useful leaflets.
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.
British Gas calling
What to check before you let one of our representatives into your home.
Annual Consumer Complaint Report
Shows how we’re meeting our obligations under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.
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.
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.
The Gas and Electricity Theft Charter
The Gas and Electricity Theft Charter applies to all energy suppliers and helps protect vulnerable customers during investigations into potential energy theft.
If you think a gas or electricity meter has been tampered with, please report it as soon as possible by calling 0333 202 9596 Monday to Friday 9am to 5pm. If you'd prefer to remain anonymous, you can report it through Stay Energy Safe, supported by Crimestoppers, or call them on 0800 023 2777.
If you suspect a gas leak, leave the property immediately and call the 24-hour National Gas Emergency line on 0800 111 999.
Carbon reduction plan. Achieving Net Zero emissions by 2045
At British Gas we are committed to supporting every customer to live more sustainably. To find out more about our plans to be a net zero business by 2045, our carbon reduction plan is available here.
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.