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British Gas sets new standard for helping vulnerable customers

  • British Gas has achieved the prestigious BSI (British Standards Institution) verification for excellence in supporting vulnerable customers
  • Achievement recognises the ground-breaking work British Gas does for customers who are most in need of extra help 

British Gas has achieved BSI (British Standards Institution) verification for its work for vulnerable customers.  This accomplishment  – which is regarded by consumer bodies as the gold standard for helping vulnerable customers – was achieved by British Gas in recognition of its work to continuously improve support for customers most in need.

British Gas employs over 300 specially trained agents in offices in Leeds and Manchester who are dedicated to supporting customers who may be vulnerable because of physical or mental ill-health, disability, financial hardship or other personal circumstances.

The company works with a range of charities and other organisations to ensure that vulnerable customers get the help they need. In February of this year, British Gas launched a partnership with children’s cancer charity CLIC Sargent, which means any families affected by childhood cancer will get personal support from a dedicated adviser to ensure they stay safe, warm and free from debt during their child’s treatment. Last month British Gas launched an online video translation service for British Sign Language users.

BS 18477 Inclusive service provision. Requirements for identifying and responding to consumer vulnerability  specifies the critical procedures to ensure inclusive services are available and accessible to all consumers equally, regardless of their personal circumstances.

Steve Crabb, Director of Consumer Vulnerability said: “British Gas is committed to leading the energy industry in providing excellent customer service.  We are delighted to receive this verification from BSI (British Standards Institution) for Inclusive Service Provision.  Our compliance to the standard recognises the hard work and commitment of our people who help our customers every day with their energy bills. 

We’ve worked hard to understand the best kind of support we can provide customers who need extra help.  We’ve taken an innovative approach to make sure that all of our customers are treated fairly.  We are particularly proud that everyone at British Gas is trained in customer vulnerability.”

Carla Whyte, Senior Client Propositions Manager at BSI said: “BS 14877 helps organizations to increase consumer confidence and customer service, improve accessibility to services for all and encourage the adoption of fair, ethical and inclusive practices. British Gas should be pleased that they are able to demonstrate that they have implemented systems and processes which meet the requirements of the standard.”

Maria Wardrobe, Director of Communications and External Relations at NEA said: "As the UK fuel poverty charity, NEA's primary concern is that the needs of vulnerable consumers are embedded within suppliers policies and programmes and I am delighted that British Gas has invested in, and achieved this recognised standard. Vulnerable consumers are valuable consumers and British Gas has demonstrated that they value all consumers equally in receiving this accolade".

For more information contact:

British Gas Press Office
British Gas
01784 84 3000

British Gas is Britain’s leading energy and services company, serving more than 10 million homes and over 400,000 businesses across the country. More than 8,000 highly-trained engineers guarantee the highest quality of service for our residential and business customers. We also provide a range of innovative offers and services including connected home Hive™ products, smart meters, and the online tradesman service, Local Heroes.

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