Contact Details
House Contact Centre
PO Box 50
Leeds
LS1 1LE
Contact Information
- General enquiries 0845 600 6113
- Fax 0845 604 0304
- Minicom 0845 600 8500
- Account Enquiries 0845 600 5122
- New Gas Supply 0845 955 5510
- Token meter enquiries (gas) 0845 600 0055
- Token meter enquiries (electricity) 0845 766 0111
- Paypoint enquiries 0845 602 0236
- Service Engineer Appointments 0845 600 5100
- Customer Services 0845 070 9010
- Textphone 0845 607 4717
- Typetalk 18001 0800 316 9010
- Energy Efficiency 0845 602 0155
- Welsh Speaking Customers 0845 603 2300
- Email house@house.co.uk
General Information
British Gas is based in Slough and is the largest residential gas and electricity provider in the UK.
Selling points
- Large discounts for dual fuel customers.
- Discounts for those opting for paperless billing and online accounts.
- Discounts for those using direct debit to make payments.
- British Gas prides itself on offering a high standard of customer service.
- British Gas has a larger team of its own engineers than any other gas or electricity provider.
Supplier services
Dual Fuel
Online
Green
Fixed billing
Packages on offer
Gas standard
Standard gas supply package for most users.
Electricity standard
Standard electricity supply package for most users.
Dual Fuel
For customers wishing to use British Gas for both gas and electricity. Discounts are available for those choosing this option.
Prepay services
Prepay meters are available from British Gas for both gas and electricity supplies.
Ways to pay your bill
- Cash
- Cheque
- Credit/debit card over the phone
- Direct debit (quarterly/monthly)
- Online
- Pre-pay using a card meter
Special services
Home energy care register - register for elderly, sick and disabled customers who have specific energy needs. This enables use of the following:
- Personal password that only yourself and British Gas representatives know enabling you to be sure it is a genuine representative calling at your house.
- Special appliance controls for those with sight/dexterity problems.
- Advice booklets available in Braille, large print and audio-cassette.
- Braille and large print bills.
- Yearly gas safety check for free.
- Priority notifications in case of a disruption to gas or electricity supplies.
- Bill sent to another address.
- Free meter relocation if your existing meter is difficult or inconvenient to access.
Comments
- Is this your gas company?
- Do you have any comments on the service they provide?
- How do you rate their customer service?
Please leave your comments so that others can gain advice on the service provided by this company.
NB: We have no connection with the gas companies, if you have a specific enquiry relating to your service, please contact the company direct.
British Gas, one word INCOMPETENCE. I have now been without heating for 7 days and have a homecare 400 plan. Have had promised visits, engineers failing to turn up, those that do haven't a clue how to fix the problem. I am a M.E. chronic fatigue sufferer and have a minor living in the property. British Gas need a shake up how dare the public have to listen to the media stating how many millions profits they have made in the last financial year. Something ought to be done it's a disgrace to call them BRITISH! I have only rated one because my comments can't be added until I give a rating.
Posted by Tina Turvey, 26th February 2008I've had a homecare agreement with Scottish Gas since last year and have already had two callouts. Both times the service was first class and fixed on the same day - thankfully, because it was freezing outside. My only gripe was today when an Asian man came round claiming to be a contractor working for Scottish Gas. He was rude to my wife and flashed his ID card that didn't have the logo on it, so she didn't let him in. Apart from that, their service has been excellent.
Posted by Kevin Walsh, 21st February 2008Service from Scottish Gas boiler repair service is disgusting, they have been called three times to the same fault on my boiler and three different excuses, still not fixed. Can't get to talk to anyone who can make a decision. Total incompetence as far as I'm concerned. I suggest some training would help, they might then know what a boiler looks like.
Posted by Mr S Dunbar , 20th February 2008Why are we all moaning separately about British Gormless? Why don’t we all go round to BG and barricade them into their offices until they address ALL the stupid problems. I have been arguing for almost 12 months just for a gas bill. Countless phone calls/letters/e-mails later and I am completely exasperated.
Posted by Alan Asbury, 18th February 2008I do feel sorry for energy watch who have been wonderful, but together we have been beaten by BG who still seems to be at a complete loss. BG knows the strength or otherwise of these organisations who are deemed to be there to help us, and their attitude is a disgrace towards them. Having finally got some sort of a bill today, it was 3 pages long and a mass of hieroglyphics, I am tempted and have been advised to, pay it knowing it’s probably wrong, just to get out of their clutches. What a disgrace.
From U switch I am directed to change to Atlantic or Southern, but this web site shows them all to be hopeless, what a nightmare. By the way that's -5 stars. Help!
If you are unfortunate enough to have a British Gas prepayment meter installed... just hope it doesn't go faulty, they are forcing customers to buy three cards at £8 each and also insisting that the remaining credit will need to have run out before an engineer can attend to fix the fault.
Posted by V Cooper, 31st January 2008This causes great inconvenience to customers and makes it difficult for families who are sometimes on low incomes and who are usually financially stretched. It is incumbent on any business to provide equipment that is fit for purpose and to put the onus onto the customer to test out the meters in this way is disgusting.
I have HomeCare200 and since the engineer came to do an initial inspection I have had nothing but problems. It has been leaking brown gunge onto electrical wiring for weeks. Rang BGas on Saturday and still waiting for them on Wednesday. Customer service is appalling. No good writing as they don't reply. Adverts on tv state if you call before 9.30 am they try to get out the same day - 'in your dreams'! I recommend you don't take out cover with them and choose another company. Which guide recommends Eon but they are not in my area yet. Beware BGas.
Posted by S Gill, 09th January 2008I am absolutely disgusted with British Gas Homecare, customers beware, my boiler was serviced on 10th Dec 2007, on the 25th December I was without Heating and hotwater, my mother was her and is 84, they sent out an emergency engineer who said the seal had gone and ordered a part there and then, got me temporary heating, since then my rad in the bedroom has leaked through my ceiling causing the insurance people to come to dry me out, but the floor boards now have to be exposed as they are soaked too, they sent out someone to turn off the rad, I have had 3 appointments fixed with them to sort out these jobs and in each case no one turned up, Sat 12-4, Sun afternoon, today from 12-6pm I have made so many calls I have lost count, a complaint was made and the managers were going to call me, I am still waiting. This evening I spoke to a woman, she is supposed to call at 10 tomorrow, we will see, that will be the 8th January, 2 weeks after the initial problem still nothing has been fixed.
Posted by Patricia Cameron, 07th January 2008Made a written complaint 10 weeks ago, worst company I have ever dealt with. I wish I could get issue resolved so I could get a new energy provider.
Posted by David Milson, 29th December 2007The service we have received from British Gas has been disgusting. It took them 11 days to fit a part to our baxi boiler. They left us with out any heating to our lounge for 10 days, made appointments that were never kept. Customer service is abysmal, they have the nerve to send me a bill for over £400, who can you complain to. No reply from a letter sent to the customer complaints department.
Posted by Irene Haddock, 24th December 2007Gas fire broken after taking out homecare cover - problem identified 12th Dec; by 20th Dec still no show of engineer. After 2day being asked to wait in from 8am to 6pm and still no show, no help or correspondence / courtesy call from the operator staff/engineer, no alternative engineer provided. This was after Monday when the engineer failed to call on the17th Dec and then before 12pm 19th. I believe they are in breach of their promises regarding this service and cover I've paid out for!
Posted by Mrs Beverlie Pay, 20th December 2007We pay for Homecare 200, why I do not know. We are currently into our 9th day without hot water or heating, although to be fair the engineer has been and *fixed* the problem three times in the last week, we've also had two all day appointments when nobody turned up, where do we go from here? You ring up, they make an appointment, they may or may not turn up, when they do they can't fix it. What am I paying for? Is there actually a procedure for complaints I can't contact anyone.
Posted by David Atkin, 30th November 2007I have been sent credit of £60 for electric I have not used. When this arrived I thought I must have switched providers in January this year. I had the check first, then a letter of apology from British Gas, so I thought OK. The 3rd letter was a statement for March 2006. Why has it taken so long and WHY should a major company earn interest on my £60, they have hung onto my money for 20 months. I am a single parent and work as a nurse so need every penny. I have switched to Southern Electric who give a 5 star service. Another gripe please can British Gas & Npower stop cold calling at the front door. Uswitch is a much better palce to compare prices!!!!
Posted by Angela Bennett, 28th November 2007We have been trying since April to get BG to fit a gas meter to a new gas supply to our house. At least SEVEN different appointments have been made - all involving someone to stay off work all day, none of which have actually worked. No one turns up but they don't tell you that no one is coming. When you finally get to speak to someone, they promise to phone you back but don't. On top of all of this they tried to get us to pay the previous owner's bill, and then cut us off three months ago so that they could install THE NEW METER!! The company they use - Onstream - are just as useless - don't go anywhere near them if you want a meter installed.
Posted by Mrs Fiona Sheach, 21st November 2007My 74 year old mother has a heart condition and poor circulation. She has a maintenance agreement with British Gas and her boiler was last serviced in August 2007. It broke down on Saturday, leaving her without heating or hot water, and was given a 'temporary fix' that afternoon by the service engineer. He promised to call back between 1pm and 6pm on Monday. Meanwhile the boiler stopped working again on Sunday. The engineer did not turn up on Monday but my mother was promised she would be 'first on the list' today (Tuesday). It took 3 phone calls from her and 3 from me and the engineer turned up at 1.15pm having told my mother he had just been given the job. British Gas are totally useless. They claim not to have promised an early visit, not to have been told my mother was at risk and that she would just have to wait patiently until the engineer arrived. It is so frustrating that a company is allowed to treat their customers with so little regard particularly with elderly and vulnerable people.
Posted by Pauline Sullivan, 20th November 2007I took out British Gas Homecare 200 in good faith. Despite an initial prompt call out, the nature of a boiler breakdown was misdiagnosed leading to the wrong part being ordered - a gas valve instead of the faulty fan. I was then given repeatedly contradictory information on the delivery date for the part. So far we're into our 5th day without heat and hot water (in November and with a young baby- all facts we have made BG aware of). All this and we paid nearly £18 each month for "cover"!!! To top it all one of the call centre staff saw fit to instruct me that the order time for parts was "out of their hands" as it is managed by a third party! Well that's all right then! That said the only positive thing about British Gas in this instance has been that the staff have all been good humoured and very apologetic for the failings they can all too plainly see in their own company. However it doesn't make you warm!
Posted by James Hinksman, 06th November 2007If there was a negative option on the stars, this awful firm would get it from me.
Posted by Susie |feeney, 30th October 2007Like someone else on this page, I had to chase British Gas to acknowledge that I existed for 19 months, firstly to just get my name on the bill!
I was hounded by debt collection letters which had a completely different address in the 'energy supplied at' part of the bill and this was just the BEGINNING of my woes with them.
After 15 calls (all over 2 hours long) and 3 letters (the last one of which I sent recorded delivery so they couldn't say they never received it) I thought I might actually get somewhere... Guess what? To my complete surprise - I got no-where.
I was promised manager call backs (as they appear to be pure fiction in this company) no less than 7 times (which again never happened) and after complaining to energy watch, I received a really snotty letter that mentioned the word apology in it, but by no means covered the lack of service I had witnessed over more than a year and a half.
I am now looking to sue British Gas for all the trouble they have caused me as they do not seem to care about their customer relations, are rude, ignorant and so incompetent that I have no words to describe them.
Never ever consider using their service as you will only recieve a terrible one.
Back in March we had a new electric meter put in; our reading for a quarter is between 750 and 800 klw. When I got my bill in the other day, it was an estimated reading, and when I looked at the meter to check the reading I got the shock of my life - the reading was 17 000 more than it should of been! I am waiting for British Gas to come out and change the meter, fingers crossed, otherwise I'll have one hefty bill in December, and I doubt if my winter fuel money for the next two hundred years will be enough to pay it!
Posted by Ian Hudson, 30th September 2007After a year and a half of writing, ringing and emailing British Gas still will not sort out my bill or even acknowledge that I exist. Instead, I am left to deal with debt collectors. I refuse to pay for a bill that was calculated for 3.5 months when I was not residing at my previous address and my ex was, even though I rang them when I moved out, gave them the meter reading, a forwarding address and my ex's name..Why are they so incompetent and allowed to get away with it?
Posted by Gail Minto, 29th September 2007Nice to know I am not alone!
Posted by Christine Drummond, 24th September 2007My electric meter was changed by BG in Dec last year. On removal the reading was left on a card. This later proved to be incorrect. I received a large estimated bill, an agreement was reached by phone but the bill never arrived. It is now 'being dealt with' . 6 months later and they still have not resolved this, so the bills, reminders and disconnection notices continue. How can a company this big get customer service so wrong?
The most mismanaged and incompetent supplier of duel fuel! I have been sent a bill for £179 for a period of time when I was not at the address. I had to discover myself that the meter was not mine. And to top it all the Night reading for electricity was about 5000 units above what it should have been. The period of time was for 26 days. Then I was sent a letter apologising that the bill was from Nov 2006 to June 2007. I had left the flat in June 2006.
Posted by Jim Fuller, 15th September 2007I have phoned, written and still I am billed and threatened that I must pay.
A company rep phoned three days ago to apologise and said I will not have to pay - he would do something. Today I have received an email saying I have an overdue bill.
I am 70, have heart problems and cancer.
British Gas should never be allowed to continue - in my opinion.
British Gas made me pay a bill of £943 even though I had paid my bills in 2006. Every bill I had showed I was in credit on £900-800. They would not give my money back, even though they had sent me notification I was in credit.
Posted by Susan Godwin, 06th September 2007When sending them the photo copies, they wrote back and said "We never sent this." To date I am still trying to resolve this ongoing problem, they also never took off the monies I had paid them on my ordinary bills.
How many other people actually were called the new occupier and blackmailed into paying a bill that was not even theirs with a promise of a refund ? What makes me laugh is that I have been with British Gas for over 20 years and had faith that they would refund my money.
BG are absolutely useless. The customer service is next to none.
Posted by Billie Mae Sanderson, 05th September 2007We moved into our new home on the 1st of August. There was an existing pre-payment meter and no gas. I called them and was told a card would be sent out but in the meantime go to the shop and buy one for £8. I did, but it didn't work.
Called them again and was told I must have done something wrong and to buy another - I did, 3 times. Still no gas. Called them again they arranged for an engineer to call and he put £5 on the meter to last until the card came.
The card didn't come. Called them again, they said they can't send an engineer again I must wait for my card. The person I spoke to looked on their system and said no card was ordered for me so he would do it then. Still didn't come, still no gas.
Called again, demanded an engineer come out, and was told he would be 3 hours. I selotaped a note over the letter box asking them to come to the back door. 4 hours later I called again to see where they were, and were told he had been and no-one was in so they put a card through letterbox! I asked if they'd removed the note and selotape to do that???
Anyway, we are now in the 5th week of having no gas and i am now waiting for another engineer to come out before 6pm tonight to get the meter sorted out.
On the 18th of September this will all be like a bad dream - my new supplier will take over!
Customer service is worse than you can even imagine, I don't have the words to describe how bad.
Very disappointed with the service so far. I bought a new house in Oct 2006 - gave new owner details and meter reading for gas. Feb 2007 I received a bill for the previous owner plus vastly overestimated bill. Tried to call but left with phone ringing out for ages, so wrote a letter to explain situation.
Posted by John Poraj-wilczynski, 29th August 2007Letter sent back from BG saying they had received my letter and would call me or write. Never heard from them until May 2007 when I received a red bill plus £14 charge for the telemessage! Phoned and spoke with advisor explaining situation and giving another meter reading, I was assured it would be sorted - ha ha! Yesterday received a further two bills, total overestimated to the tune of £600+ including charge for telemessage! The estimated meter read to start with is more than the actual meter reading!
Phoned again, spent more money on calls. The guy I spoke to was very nice but I don't have much confidence that it's sorted out!
British Gas are a bunch of incompetents.
Posted by Another Disappointed British Gas Customer, 24th August 2007I moved in to a new house and the guy who inspected the gas noted it was a prepaid meter running on emergency credit. He didn't make a note of the EC debt. (Well, for a couple of pounds I wasn't too bothered.)
Then after calling British Gas was told I should use a new card "Yes, but I need the gas now," "No Problem, there's no debt on the card, use that."
Charged the card up, inserted into meter, got docked £5. Ha ha!
Rang up British Gas, "Oh yes, there must be a problem, just wait for the new card."
New card arrives, not working, had to use original card, got docked £5 again..
...another card arrived after calling customer service and demanding they change my meter and was told that I needed to make one credit on the "new" new card then I could change it.
(docked another £5 on the "new" new card)
Didn't have time to call them this week and this morning noticed the card was empty, so asked my girlfriend to put some credit on while I was at work.
She did and the meter displayed "£70 debt, call help". (No hot water, gas for cooking or heating).
I called BG and was told to stop being rude when I complained about their incompetence.
The woman didn't understand and said I had to put some more credit on the card.
"Why? we've just put £20 on and it doesn't work, it says call help."
"Yes, but there's a debt."
"Look, it's not my debt," etc etc.
Eventually they sent an engineer to reset the meter who told my girlfriend that they don't care who has the debt, they just take the p*** out of the current resident.
Is there a gas supplier ombudsman? If so, they ought to sort this bunch of incompetents out!
The service I received from BG was disgusting. They took monies from my account after acknowledging that my direct debits had been cancelled. They then refused to reimburse me, even though they are obligated to under the dd mandate. Their customer service department were rude and unhelpful.
Posted by Very Disapointed And Dissatisfied, 27th July 2007Have had a gas leak for two days after having new boiler installed, what alerted us to the gas leak was our dog nearly dying!. we then had to throw out all the food in cupboard where leak was due to contamination. on the advice of engineer who fixed gas leak. He queried whether the boiler had been fitted by CORGI registered engineers. As I am paying over £3,400 for new boiler, I was assuered the fitters were corgi registered? This was all through Scottish Gas, no follow up from anyone after phone calls, e mails and and letter
Posted by Anne Sloan, 27th July 2007Scottish Gas subcontractor changed a meter at my neighbour's house duing April 2006 but put my address on the job sheet sending me a bill in November 2006 for £830. They accept the error but have not yet issued a corrected demand. I moved four months ago but still have this outstanding.They have however sent a further bill with a third meter number I have no knowledge of. Energywatch have had no luck either.
Posted by Keith Cromb, 11th July 2007I'm changing my supplier irrespective of cost. One star because I cannot show lower.
Service is deplorable. We have a service contract with Scottish Gas but this is ignored; left without hot water for 8 days now. Always promises to contact us but we have to contact them time and time again. Excuse, cannot source part required.
Posted by Hugh Watson, 31st May 2007Brilliant. I switched from Scottish Power and have never looked back. BG are friendly and helpful. My bills are always on time, and that's really all I want from an electricity supplier.
Posted by Alison Truesdale, 30th May 2007I am appalled by the service I have received by British gas they have left me with no gas for 2 weeks and are refusing to come and fix my meter. I am looking to change my gas supplier asap.
Posted by Deanne Sharpe, 24th May 2007Got a bill from BG showing I was in credit by £11. Two days later got a letter saying that prices were coming down 17% and they were INCREASING my direct debit payments by 75%. Oh no they are not. Stopped direct debit and am currently looking to replace them as my suppier.
Posted by Harry Bradley, 20th April 2007