Your British Gas online account

How to register/access your online account

If you’re new to British Gas

We sent you an email, search your inbox for ‘set your password’ - click on the link we sent you on email and follow to ‘Set your password’

HomeCare customers

HomeCare customers can book, check and reschedule repair and annual service appointments online too.

Already a British Gas customer

All you need is your email address and to create a memorable password.

If you’re having trouble accessing your online account, fastest way to get back online is to start a live chat.

Changing your details

Changing your name on your account

If you need to update the named account holder(s) on an existing account, please contact us on Live Chat.

If you’ve moved home and need to set up an account in your name, you can do that here.

If this is due to a bereavement, you can let us know here.

Changing the email address on your account

To change your account email address, please contact us on Live Chat.

Update Your Marketing Preferences

We value your privacy and respect your personal preferences. If you'd rather not receive marketing communications from us, you can easily update your preferences. Simply reach out to us via live chat, and we'll ensure your preferences are adjusted accordingly.

Keeping your account details safe

We do everything we can to keep your information safe and secure. Unfortunately, fraudsters often target members of the public to try and get hold of their personal or financial information by email, text, phone or social media. Here are some tips to stop this from happening.

Email

Some scam emails are easy to spot. They often contain spelling mistakes, incorrect addresses, unusual formatting and other clues. But others are more convincing.

If you’re ever in doubt to know if an email from us is genuine, please attach what you’ve received to a new email and send it to phishing@britishgas.co.uk for us to investigate. Then delete it. Reporting messages to us this way is free, helps keep you safe and allows us to block fraudsters’ numbers so we can prevent or shut down similar scams faster in future. Please also be aware of fake websites which claim to be British Gas or Centrica and report the URL to us immediately at the same email address as above.

What to look out for:

• Our emails will always be personalised to you. We’ll use your name and include your customer number. Beware of emails that greet you as ‘customer’ or by your email address.

• Be suspicious of any email you weren’t expecting, or that asks you to do something unusual like make an unscheduled payment.

• Emails can show in your inbox as having come from ‘British Gas’ when they haven’t. Double-check the sender details for a @britishgas.co.uk email address.

• We’ll never ask you for your password or any other personal or sensitive information by email. We’ll also never ask you to reply to an email directly.

• Typically, the links in our emails will direct you to a britishgas.co.uk webpage. Hover over links to check where they’re sending you before clicking on them.

• Apart from your welcome email, which we attach your contract or agreement to, we don’t add attachments to our emails. Don’t open attachments in any later emails claiming to be from us.

• Phishers often use urgency or threats to pressure customers into taking immediate action, such as claiming their account will be suspended. This also will commonly include pressure to click on links or download attachments with claims of urgency. They want the customers to feel flustered and rushed.

• Phishers will also often offer incentives, for example gift cards, discounts or free access if you respond quickly.

Text messages

Think you might have got a text from a scammer? Let us know by taking a screen shot of the text and email it to our phishing team on phishing@britishgas.co.uk for us to investigate. Then delete it. Do not click any links in the message or reply or call the sender. Please also block the sender’s number.

Phone calls

If someone calls you claiming to be from British Gas, make sure you check who they are by asking where they’re calling from. Remember, we’d never call you and ask for one-time passcodes, passwords, PINs or personal information like your bank details. If you feel pressurised or suspicious about the caller, hang up and make a note of their number – please then contact us using the official telephone numbers listed on our website and let us know and we can investigate.

Please be aware, scammers can keep their phone line open even after they've hung up. If you suspect a scammer and want to call us to check the original call came from us, it's a good idea to use a different phone, call someone you know first to check the line is free, or wait at least 10 to 15 minutes between calls to make sure that any scammers have hung up.

Social Media

Fraudsters can set up fake accounts and respond to comments in official social media feeds.

On Facebook, we’ll only ever respond from our verified account, so look for the blue tick next to our name. If it’s not there, it’s not us. Please don’t reply.

For more information, scam phone calls and the above frauds are also covered in Government advice on the NCSC website or the Stop! Think Fraud website.

Be careful with your paper statements

Your paper statements contain information that people could use to access your online accounts or compromise your identity.

Always shred paper statements before you recycle or throw them away.

And if you need to post copies of your statements for any reason, send them by recorded delivery and only to trusted addresses.