17th September at 10:45am. Latest Covid-19
Updates and FAQs

How we're supporting and protecting customers and colleagues.

We’re here to help if you need us

We’re working hard to serve our customers and keep everyone safe during the coronavirus pandemic. We’re also keeping an eye on local lockdown restrictions and adjusting our services as needed. If your area is affected by a local lockdown, you can find out more about the services we’re able to offer you in the FAQs below.

IMPORTANT:  We're always here to help with emergencies. But if there's anyone in your home who's shielding, self-isolating or has Covid-19 symptoms, we can't offer non-urgent appointments – like service visits – until official guidance changes. Please help us all stay safe and cancel or reschedule  any non-urgent appointments you’ve booked if anyone in your household develops symptoms in the two weeks before your appointment.

We’re busier than usual, so if you can do what you need to online or on our app – like paying your bill or submitting a meter reading – you’ll find that much faster than calling. And it’ll help keep our lines free for vulnerable customers and emergencies.

Need help? It’s quick and easy to start a live chat. Just click the blue 'Chat' button at the bottom right of this page or go to our app and tap 'Menu' (the three horizontal lines at the top right) and then 'Message Us'.

Frequently asked questions (FAQs)

How are your services affected by the local lockdowns?

At the moment, we're able to offer a full range of repair, service and installation appointments to 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. However, if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we're due to visit you for an appointment, please cancel or reschedule it for another time.

It’s easy to cancel or reschedule your appointment online or call 0333 200 8899.

To find out how we’re keeping customers and colleagues safe during appointments read our ‘How will engineers work safely in my home?’ FAQ below.

Can I book my Annual Service Visit yet?

Government restrictions meant that we had to cancel service visits for customers due to Covid-19 – but we’re working really hard to catch up as fast as we can. Over the next few weeks, we’ll be inviting customers who missed their service visit earlier this year to book an appointment, as well as customers due for a service visit this June or July.

Please wait for us to get in touch – you don’t need to contact us. We hope to offer service visits to any customer who wants one in the near future, but please bear with us for now. Thanks for understanding.

Got an invitation to book a service visit? Access your account to book online.

IMPORTANT: We’re always here for emergencies, but if there’s anyone in your home who’s vulnerable, shielding, self-isolating or has Covid-19 symptoms, we can’t offer non-urgent appointments – like service visits – until official guidance changes. And if anyone in your household develops symptoms in the two weeks before your service visit, please cancel or reschedule your appointment.

How will engineers work safely in my home?

Keeping you and our engineers safe is our top priority. Here’s how we’ll do it.

Before your appointment

When you book we’ll ask if anyone in your home:

  • has Covid-19 symptoms
  • is shielding or vulnerable

Your engineer will also call ahead on the day of your appointment to see if anything has changed.

During your appointment


Our engineers follow the latest guidance and will:

  • wash or sanitise their hands before entering your home – and at regular intervals during the appointment
  • keep at least two metres away from you at all times. And they’ll ask everyone in your home to do the same for them – ideally by staying in a different room
  • wear disposable or protective gloves as appropriate during the job

If a job requires two engineers, they’ll only come together for tasks that need two pairs of hands and wear personal protective equipment (PPE) when they are not able to keep two metres apart.

Where you can, please open doors and windows to ensure the maximum possible ventilation throughout the property whilst our engineer is in your home.

Extra precautions

If anyone in your home is shielding, our engineers will take extra precautions, including wearing goggles and a respirator mask. If you’ve told us that anyone in the property has Covid-19 symptoms, they will also wear a cover-all suit.

In line with official advice, our engineers aren’t wearing face coverings or respirator masks as standard in other cases.

Do you have any tips for fixing common problems myself?

Yes! Quite a few. Check out our troubleshooting guides. We cover everything from what to do if you have no heating or hot water, right down to how to read your meter or reset the password to your online account.

My appointment has been cancelled. When can I rebook?

Government guidance meant we had to cancel all non-emergency appointments for customers in March, April and May due to the coronavirus outbreak. We’re working hard to catch up as fast as we can and will be in touch about your cancelled appointment as soon as possible.

I have an appointment booked but I think I could be at risk of Covid-19

Keeping everyone safe is our top priority. So if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we visit, it’s really important to cancel or reschedule your appointment online or call 0333 200 8899.

How do I spot a fake British Gas email?

According to recent research, phishing scams have increased by 600%* since the Covid-19 outbreak. And they often impersonate big businesses, like British Gas, to try and get sensitive information from customers.

We’re currently aware of fake emails being sent to people telling them they have an overdue bill. If you get one of these, please attach the fake email to a new email and send it to phishing@centrica.com or just delete it from your email account.

How to tell if an email is really from us

  • Our emails will always address you by name, never ‘Dear customer’
  • We’ll never ask you to update or confirm your personal details, or your account number over email
  • Look out for odd email addresses. For example, our emails to you will always be sent from an ‘@britishgas.co.uk’ account
  • If in doubt, don’t click any links and send the suspicious email to phishing@centrica.com to help us keep everyone safe

Get more helpful tips and advice to protect yourself against phishing scams.

*According to KnowBe4’s Q1 2020 Top-Clicked Phishing Report.

What are you doing to help vulnerable customers?

Supporting and protecting vulnerable customers is very important to us. So we’ve put systems in place to make sure their calls get through sooner and their needs are treated as high priority.

At the start of the pandemic, we worked closely with the Government and energy industry bodies to develop plans to support those most affected by Covid-19.

And we sent prepay cards with 3 months’ top-up credit to our most vulnerable customers so that they could stay at home as part of the official ‘shielding’ advice.

To find out more about how we support vulnerable customers, visit our Priority Services Register page.

What are you doing to support carers?

Right now, 70% of unpaid carers are having to provide more care for their loved ones during the coronavirus outbreak. So if you look after someone every day, or for a few hours a week, there’s support available for you.

To find out the ways we can help, visit our Priority Services Register page.

We’re working with Carers UK to help give carers the support they need, when they need it. Learn more about our partnership and see our short film on how talking about caring can help here.

To learn more about the resources available, visit Carers UK.

How can I top up my prepay smart meter?

It’s quick and easy to top up without leaving the house. Just access your online account or use our app. If you don’t have an online account or are topping up for someone else, you can top up online as a guest here. You can also top up over the phone using our automated payment service on 0333 202 9612. The credit will automatically be added to your meter right away. For more information about how top up your smart meter, including how to top up for the first time and how to top up in person click here.

Top-ups for prepayment customers without a smart meter

Going out to top up your energy is classed as an ‘essential purpose’ under the current lockdown rules. And most Post Offices and other Payzone outlets are staying open. If you can, it’s a good idea to top up your meter with a bit more than you usually would so you don’t need to go out again for a while. Find out more information about where to top up your meter.

If you’re self-isolating and can’t go out yourself, please check if a friend or family member can do the top-up for you. This is likely to be your quickest option and it’s also allowed under current government guidance.

If there’s no one else who can top up for you, please don’t worry – we’re here for you. Just give us a call on 0333 202 9862  and we’ll find a way to help you.

I’m worried about paying my bills

We’re here for you. If you're struggling, please let us know by calling 0333 202 9802 Monday to Friday, 9am-5pm to discuss your options.

You can also get information about other organisations who can help if you’re struggling to pay.

How are you supporting HomeCare and Services customers facing financial hardship due to Covid-19?

There are lots of ways we can help keep your home covered – there’s no need to cancel your agreement. Just give us a call on 0333 200 8899 or start a live chat and we’ll try to find a way to help that works for you.

What’s the best way to submit meter readings right now?

The quickest, easiest way is to submit a reading online or on our app. You can even submit meter readings on behalf of a friend or family member – you just need their name, email address and customer reference number. Regular meter readings help us make sure you only pay for what you use, so you’ll get more accurate bills.

How are you using my data?

If you have an urgent concern about how we’ve used your personal data, please contact our Data Privacy Team.