Coronavirus (COVID-19) update for business customers

FAQs and business energy advice

Not a business? Visit our British Gas residential website:

 

Last Updated: 24th November 2020

How we're supporting our business customers and colleagues during coronavirus

Looking after our customers and keeping everyone safe during the coronavirus pandemic is our top priority. We're also keeping an eye on the latest Government lockdown rules and adjusting our services as needed. If your business is affected by lockdown, find out more about the services we're able to offer in the FAQs below.

We need your meter readings

Please remember to give us an up to date meter reading if you can access your premises and it's safe to do so - especially if your energy use has changed. Then we can send you accurate bills and you'll only pay for the energy you use.

Help to pay for your business energy

If you need help to pay a business energy bill, change your Direct Debit payments or business debt advice, it's quick and easy to Chat with us ^. Just click on the blue Chat icon, or visit our financial difficulty page.

Read our business tips and energy saving advice to help reduce your bills during the coronavirus (COVID-19) UK crisis.

How can I get in touch about my business energy and services during the coronavirus outbreak?

We're much busier than usual, so if you're a business energy customer, please help us help those who need us most by doing what you can online - like downloading a bill or statement, paying your bill, managing Direct Debits or submitting a meter reading. You'll find that much faster than calling and it will help keep our phone lines free for vulnerable business customers and emergencies.

If you're moving or closing your business premises

Please tell us know and provide a final meter reading. You can do this through your online account, or Chat with us^. Then we can update your account and send you an accurate final bill so you only pay for the energy you’ve used.

Need help with your business energy?

It's quick and easy to Chat with us^. Just click on the blue Chat icon. Or visit our financial difficulty page if you need help to pay a bill or debt advice.

Business heating and hot water emergencies, service and repair contract queries and appointments

We're operating as normal and COVID-safely for all your heating and hot water emergencies, services and repairs. If you have an appointment booked we'll only reschedule if it's unavoidable, and we'll always let you know in advance.

Call us on

Mon-Fri 8am-5pm

Or Chat with us when you see the blue icon^

If you business is affected by lockdown, see our additional guidance for service visits and boiler installations.

Landlord Gas Safety Certification

Call us on

Mon-Thurs 8.30am-6pm, Fri 8.30am-5pm

How do I get a copy business energy bill or statement?

Get a copy of your current or previous business energy bills and statements online. Just log in or register for an online account. It's quick and easy to register - just have a bill to hand.

You can also choose paperless billing and get email alerts when your business energy bill is ready.

Only pay for the energy you use

Submit a meter reading and get accurate bills

Please provide us with an up to date meter reading if you have access to your premises and it's safe to do so. Then your bills won’t be estimated and you'll only pay for the energy you use.

You may want to take a photo of your meter for easy reference, remembering that sometimes you need to scroll through the registers to see all the readings.

If you're affected by a local lockdown event, we won't be sending anyone to read your meter. This service will be suspended until the lockdown is lifted in your area.

If you have a smart meter check that the consumption on your bill shows your actual usage. If your bill is estimated, you may be paying more than you need. If you have access to your premises and it's safe to do so, please provide us with a meter reading online until we're able to fix your smart meter.

You can submit your meter readings online or through your online energy account, where you can also set up helpful email reminders when your meter reading is due. If you don't already have an online account, it's quick and easy to register – just have a bill to hand.

What's my Meter Point Administration Number or MPRN and where can I find it?

Visit our help page and watch our video for more information.

What do I do if I can't pay my business energy bill?

Please don't worry we're here to help. If you need more time to pay, or your circumstances have changed, we may be able to support you.

Chat with us when you see the blue icon^

Or visit our financial difficulty page.

You can also make a card payment online, or log in or register for an online account to view and pay your business energy bills, manage your Direct Debits and more.

If you have a query about your home energy bills, go to our British Gas residential website.

How can I use less energy if my business is operating with fewer staff or temporarily closed? 

If your business has temporarily closed, then turn off all appliances if you have access to your premises. Clear refrigerators and turn them off, switch off air conditioning and all other non-essential equipment.

If your business is open, but you’re working with reduced staff, then think about the way you’re using your business premises. Close off any areas not in use, keep heaters, radiators and air vents clear and avoid draughts by closing doors where you can.

See our business tips and energy saving advice for more help.

To help you during this time it's important that you provide us with up to date meter readings if you have access to your premises and it's safe to do so. That way we can make sure that any bills you receive reflect your change in circumstances.

We recommend you also take a photo of your meter, remembering that sometimes you need to scroll through the registers to see all the readings.

Please login or register for an online account.  You’ll  receive a meter read prompt and your bill will reflect your correct consumption, so you can avoid an estimated bill. Visit our help & support section for more information.

If you currently pay by BACs or cheque, you might want to set up a Direct Debit to help you manage your payments and get a discount of up to 7% off the cost of your energy.[1]

How is British Gas keeping customers safe during engineer visits? 

At the moment, we're able to offer a full range of repair, service and installation appointments to business customers across the UK – including in areas affected by local lockdowns. But we're constantly monitoring the latest guidance and will update this FAQ if things change. When you book an engineer appointment, we'll ask if:

  • You or anyone in your business has been diagnosed with COVID-19
  • You or anyone in your business has been advised to self-isolate
  • Anyone in your business or sites related to your business is at higher risk – i.e. over 70, diabetic etc.
  • You're affected by a local lockdown event

If you answer 'yes' to any of these questions, we'll work with you to assess your need for an engineer visit before deciding what to do next. We'll prioritise emergencies and we may need to postpone non-urgent visits, like annual services, to a later date – don't worry, this won't affect your policy or the price you pay).

Our engineers will also call you on the day of your appointment and ask the same set of questions, just in case anything has changed since you booked.

What happens on the day?

When an engineer visit's a customer's premises, they'll take extra precautions and will:

  • Wash or sanitise their hands before, during and after the appointment
  • Keep a safe distance at all times. We’ll ask that you and your colleagues do the same
  • Wear face masks and protective or disposable gloves
  • Ask customers to open windows in the area of work to keep it ventilated, where it’s safe and possible to do so

How are you making sure your engineers are protected and don't spread the virus to customers? 

We're offering full pay to all employees who are self-isolating or looking after children or other family members during this difficult time. We're also contacting customers before our engineers visit to make sure they haven't been diagnosed with COVID-19, advised to self-isolate or have recently returned from a high-risk area.

Read our fixing common boiler problems for advice on basic checks and ways to resolve common issues.

What if I think I might have COVID-19 but I have a heating / hot water emergency?

We're working really hard to help vulnerable customers and prioritise emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions.

Call us on

Mon-Fri 8am-5pm

or chat with us when you see the blue icon^

What are you doing to help vulnerable customers?

We know things are particularly tough for vulnerable customers who need to self-isolate. So we've put processes in place to make sure we can continue to serve and prioritise their needs. And we're also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we'll get through this together.

What if I need to arrange Landlord Gas Safety Certification?

Call us on

Mon-Thurs 8.30am-6pm, Fri 8.30am-5pm

What if I need a new business boiler, or I have a query about my business service and repair contract / appointments?

If you have an appointment booked - we'll only reschedule appointments if it's unavoidable, and we'll always let you know in advance. So if you don't hear from us you can assume your appointment will go ahead as planned. We'll do our very best to offer the same level of support to you as usual. But we may be short-staffed at times if some engineers or customer service advisers need to self-isolate. When this happens, we'll prioritise emergency cases and our most vulnerable customers over routine appointments.

If you want to move your appointment to a later date - no problem. Contact us using the details below and we'll be happy to change it.

If you need a new boiler - we'll do our best to send one of our commercial engineers out to you as soon as we can. If your business is supporting vulnerable people in the community please let us know. That way we can prioritise your request.

If you have an existing service and repair contract, and your business is closed. If you're not sure of your options contact us using the details below.

If you're affected by a local lockdown event. We'll get in touch if you have an existing appointment to see if you still want us to attend (whilst following COVID-19 and PPE guidance), or place your appointment on hold until after the lockdown is lifted. We'll also prioritise emergency repairs and boiler installations. All other non-essential service work or installations will be de-prioritised until after the local lockdown has been lifted.

Call us on

Mon-Fri 8am-5pm

or chat with us when you see the blue icon^

How can I check if the email I received is a legitimate email from British Gas or if it is a phishing email?

Our online security page provides information and guidance about how to identify scam and phishing emails.

Where can I find more information for businesses affected by COVID-19?

For the latest Government advice about financial support schemes, how to make your workplace COVID-secure and how to apply for a grant if you're self-employed visit business-support.

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[1] This will be shown as a discount line on your bill. Large customers on our Corporate terms, customers who move to our variable prices or whose variable prices have changed and those we've price matched do not qualify for a Direct Debit discount. Customers who are already in a fixed term contract on or before 17 May 2017 could save up to 6%.

* We may record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines. Calls to 0330 / 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles and may be included with your call package if you get 'inclusive minutes'. Text messages are charged at your standard message rate and may be included in your call package.

^ Webchat opening times are Mon-Fri 8am-6pm when you see a blue icon on the bottom right of your screen. If you can’t see the blue icon it means all of our agents are currently busy. Please refresh your browser and try again shortly.