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British Gas offers help for customers as winter approaches

Lynda Campbell, Regional Director of British Gas, Wales, said: “We know that household budgets are tight for many people in Wales. There is help available like free insulation, benefits advice and dedicated teams for vulnerable customers. We offer flexible payment plans and a tariff checker to make sure people are on a tariff that’s right for them.

“Last year almost 38,000 British Gas customers in Wales received the Warm Home Discount - a one off discount of £140 on the electricity bills of our most vulnerable customers. British Gas has the broadest eligibility criteria than that of any other supplier. There is help available and we urge customers to get in touch to find out what advice and support is on offer,” she said.

Eluned Parrott, AM, said: “I was pleased to host the British Gas ‘Getting Ready for Winter’ event which provided lots of information on how British Gas is helping our constituents to manage their energy and get the help they need with their winter bills.”

Also at the event were specialist debt advisers who help people struggling with household debt, funded by the British Gas Energy Trust. They are based at Riverside Advice and Speakeasy in Cardiff, and at Shelter Cymru in Wrexham. The advisers talk to people individually and confidentially about their personal circumstances and give tailoredadvice and support.

Dale Mills from Riverside Advice said: “If someone has fallen into fuel debt as a direct result of a one-off personal or family issue such as redundancy, illness, or bereavement, it is very easy for their world to be turned upside down and destabilise. This is where we can step in and let them know what resources are available to them to help get things back on track.

Andy Davis from Speakeasy Advice Centre added:“Debt can cause extreme anxiety, depression and worry, and so many of our clients come to us thinking there is no light at the end of the tunnel. Thanks to our work with British Gas Energy Trust, we are in a position to show them that there is hope, and a number of great tools to take advantage of to help them get back to a more comfortable and sustainable quality of life.”

Celebrating its 10th anniversary this year, the British Gas Energy Trust is an independent trust which helps individuals and families facing fuel poverty. It offers support which includes grants to clear energy debts, or to fix or replace a boiler. It can also provide energy efficient household appliances like fridges, cookers and washing machines.

The Trust funds over 50 specialist energy debt advisors across the country and help is open to everyone, not just British Gas customers.

British Gas offers a range of support to its customers, including:

‘Here to Help’ teams

British Gas has dedicated ‘Here to Help’ teams offering additional support to customers who are elderly, disabled or living with a long term illness. Anybody can ask on behalf of a friend or relative to register them for extra help free of charge.

Benefits include, free annual safety checks, alternative bill formats (e.g. large print, Braille or talking bills) and priority attention for any general enquires. To register for extra help, customers or someone acting on their behalf can call 0800 072 8625 (or 0800 294 8604 if they have a Pay As You Go meter).

Flexible payment options

British Gas helps millions of customers with flexible payment plans and other direct financial support, giving customers the opportunity to set and manage their own payments.

Tariff Checker

There are lots of deals and fixed prices to help customers control their costs. British Gas tells customers in every bill if there is a better tariff for them. It also offers flexible payment plans which allow customers the opportunity to set and manage their own payments. Anyone worried about their bill can call 0800 980 1971 to discuss the help available or visit

Insulating homes

One of the best ways to be energy efficient and keep homes warm it to insulate them. British Gas is currently offering free loft and cavity wall insulation which is available to 90% of homes that need it. Loft insulation can save up to £145 and cavity wall insulation can save up to £150 per year. To find out more you can call free on 0800 316 4051 or visit

Financial support

Constituents may be entitled to extra support from the UK Government and their energy supplier if they meet certain criteria. Last year around 550,000 British Gas customers in the UK – just under 38,000 in Wales - received the Warm Home Discount - a one off discount of £135 on the electricity bill, rising to £140 this year. British Gas has the broadest eligibility criteria of all energy suppliers. British Gas customers should call 0800 072 8625.


For more information please contact: Leigh Franks, Press Officer, British Gas on 02920 275060 or 07557 618488

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