3rd June at 12:40pm. Latest Covid-19
Updates and FAQs

How we're supporting and protecting customers and colleagues.

Contacting us during the outbreak

Our call centre teams are still very busy helping vulnerable customers and dealing with emergencies.

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.

If you need help from a member of our team but don’t want to wait on hold, 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'.

IMPORTANT: Please let us know if you or anyone in your household is vulnerable, shielding or has symptoms of Covid-19 when you book an appointment. That way we can take extra safety precautions to protect you and our engineer.

Frequently asked questions (FAQs)

What types of jobs can your engineers help with right now?

Here’s a complete list of all the repair jobs we can help you with right now:

  • No heating
  • No hot water
  • No electricity
  • Blocked drains / sewage overflowing
  • No working toilet
  • No bath or shower facilities
  • No access to fresh water
  • Fridge/freezer breakdown
  • Cooker or hob breakdown
  • Washing machine breakdown
  • Landlord Safety Check (CP12) checks/open flue servicing
  • Serious water leak on a gas boiler
  • Uncontrollable water leak

We’re also able to fit smart meters again. You can book a smart meter installation appointment here.

How can I book an emergency repair appointment?

We’re here to help you with any of the emergency situations on the list below – call us on 0333 200 8899 or access your account to book online.

IMPORTANT: Please let us know if you or anyone in your household is vulnerable, shielding or has symptoms of Covid-19 when you book an appointment. That way we can take extra safety precautions to protect you and our engineer.

Here’s the full list of what we can help you with at the moment:

  • No heating
  • No hot water
  • No electricity
  • Blocked drains / sewage overflowing
  • No working toilet
  • No bath or shower facilities
  • No access to fresh water
  • Fridge/freezer breakdown
  • Cooker or hob breakdown
  • Washing machine breakdown
  • Landlord Safety Check (CP12) checks/open flue servicing
  • Serious water leak on a gas boiler
  • Uncontrollable water leak

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.

I need a new boiler – can you help?

Yes - if you haven’t already had a quote from us, you can book an appointment online. We offer virtual and in-person consultations with our boiler and heating experts.

Got a quote from us? You can view and accept your quote using the link and verification code in the confirmation text or email we sent you.

Find out more about how we can help on our new boiler page.

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?

We can’t say for sure yet – sorry. We’ll be in touch as soon as possible.

In the meantime, if you need help with an emergency - we’re here for you. Please let us know and we’ll do all we can help. You’ll find full details under the How can I book an emergency repair appointment question higher up the page.

I have an appointment booked – can I cancel or move it to a later date?

If you have a repair job or smart meter appointment booked, you can access your account to cancel or reschedule online.

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.

We’ve also worked closely with the Government and energy industry bodies to develop plans to support those most affected by Covid-19.

And we’ve sent prepay cards with 3 months’ top-up credit to our most vulnerable customers so that they can 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.

What if I can’t work because of Covid-19 and I’m worried about paying my bills or topping up?

We’re here for you. We’ve worked closely with the Government and energy industry bodies in the development of plans to support those most affected by Covid-19.

The package includes an agreement not to disconnect anyone on a credit meter during the coronavirus outbreak. Plus a range of options from debt repayment plans to hardship funds in exceptional cases.

So if you're struggling, please let us know – we're here to help. Call us on 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.

Are British Gas employees defined as key workers by the UK Government?

Yes – many of them are. For example, engineers, contact centre teams, planning & resource, IT & data infrastructure etc.

And to help schools clearly identify which parents and carers of children are British Gas key workers, we’ve given them all an official ‘key worker status’ letter.

Schools can verify the letter by asking to see a British Gas photo ID card – which all our employees have.

Can I get one of the preloaded meter cards/keys you’ve been sending out?

Preloaded keys and cards are for customers who we know have medical conditions that make them especially vulnerable. It means they won’t need to leave the house to top up their meter. And they’ll be able to pay the credit back gradually through future top-ups.

If you’re one of these customers you should have received yours by now so please call 0333 202 9802 if not.

If we don’t already know you’re a vulnerable customer, please see the Top-ups for prepayment customers without a smart meter FAQ earlier on this page.

What’s the best way to submit meter readings during the Covid-19 outbreak?

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.