Welcome Neon Reef customers
Sit back, relax and let us take care of everything.
We’re your new energy supplier
When Neon Reef stopped trading on 21st November, our industry regulator Ofgem, asked British Gas to take over your energy supply. Don’t worry, you’re in safe hands, and your supply won’t be affected.
If you need to speak to someone - credit customers can call us on 0333 202 9635 1 and Pay As You Go customers can call us on 0333 202 9845 1. But please bear in mind that a lot of people are being affected right now, so our lines are very busy. Please help us support our most vulnerable customers by only calling us if it's an emergency.
We’ve created a detailed FAQ page which answers everything you need. And you can keep coming back here for regular updates.
Please be aware this isn’t a normal switch and we are reliant on information being passed to us from external parties, so please be as patient as possible while we transfer your account over.
In the meantime, it'll help us to know a little bit about you. This will help us set you up, keep you informed and reduce any complications.
Neon Reef British Gas information
- Last updated: Thursday 20th January
- Next update: Thursday 27th January
Our lines are very busy. We’re prioritising our vulnerable customers, so please don’t call us right now unless it’s an emergency.
What’s happening now - key information
We’re working with Neon Reef to move all your details over to us.
All Neon Reef customers have been contacted by text, email or letter. If you haven’t heard anything from us yet, please check your email spam folder.
Talks with the administrators and other parties for the closure of Neon Reef accounts have now been finalised. Please see the “Final bills from Neon Reef” section below for detailed information about customer final bill and any credit refunds – we are in the process of understanding credits and debits that need to be applied and will contact you and let you know the amount.
Final bills and balances from Neon Reef
We've now completed talks with the administrators and can confirm that we will take on both customer credits and debits. The administrators are currently working through what final bills will be issued and we will update you as soon as we have more information.
It’s a good idea to make a record of your latest meter reading, this will make sure your final balance is based on your actual energy usage. You might also want to keep a copy of your most recent Neon Reef statement and keep it in a safe place. If you can’t find one, a screenshot of your account balance would work well too.
Direct Debit customers
It’s important to us that you’re fully in control of your payments, so during the initial transfer period we’re starting all credit customer accounts on a quarterly bill and cash/cheque payment method.
If you previously paid by Direct Debit, please don't cancel it. We'll aim to transfer your current Direct Debit over to us.
If you’ve already cancelled your Direct Debit, or you just want to set one up yourself, that’s fine too – we’ll let you know when you can.
Your online account
Great news – you can now register for your online British Gas account, and download our award-winning mobile app.
It’s a great way to stay informed about the progress of your new account. You can see the status of your switch and submit meter readings. When your account is fully set up, you’ll be able to manage your payments and personal information too.
Your new tariff
We've created a new variable tariff for you in line with the energy price cap, it’s called Welcome to British Gas. If you’re a Pay As You Go customer, you’re on our affordable Safeguard PAYG tariff.
When your account’s ready, you’ll be able to select a fixed tariff from our range, allowing you to lock-in the price of your energy, giving you peace of mind.
You will find detailed info on your new tariff by looking it up on the link below.
Pay As You Go customers – top-up locations
Pay As You Go customers - please continue to top-up as normal.
New British Gas payment devices are being sent out at the moment. Please be aware that British Gas top-ups are available at Payzone and the Post Office. We don’t support PayPoint top-ups.
You might want to start planning now, ready for your new devices arriving. Please click below for more information on top-ups and location details.
Contract packs and meter readings
You should have now received your contract pack. We’re using information provided to us by Neon Reef, including your Personal Projection which estimates your energy use – so if anything’s not quite right, please let us know as soon as possible and we can update your details.
We’d like you to submit a meter reading to set up your new account. If you have a Smart meter, we’ll aim to get a reading from your meter directly. If you’ve already provided British Gas with a meter reading, you don’t need to do it again.
Still have a question about your switch? You can view our detailed FAQs about your transfer from Neon Reef.
Why stay with British Gas?
We supply gas and electricity to more than 7 million homes and businesses 2 We’ve also been around for 200 years so rest assured we’re here to stay.
There’s more to us than gas and electricity
We’re empowering communities to use energy efficiently, supporting households in need and helping to build skills for a bright future.
With zero carbon tariffs and simple ways to save energy, we’re making it easier to do your bit for the environment – every single day.
We can match 100% of the electricity you use with energy from wind and solar power. So you can make a cup of tea or enjoy a movie night in without costing the earth.
We’ve been rewarding customers with exclusive discounts on things like restaurants and family days out, plus great giveaways like free energy Loyalty Days and Wilbur toys. We also have regular prize draws where you can win tickets to see your favourite acts live at The O2, free holidays and much more.
Telephone lines are open Monday - Friday, 9am - 5pm.
Source: Centrica Interim Results June 2021.