Customer service performance
How we did in January
Service levels have improved by 24% following the peak in customer contact received at the end of last year. We continue to employ additional UK based advisors in order to maintain service level improvements.
On the phone
Our call centres experience their busiest periods between 9am and 1pm and 4pm and 7pm. If you can, we’d encourage you to call outside of these hours to ensure your call is answered as quickly as possible. You may also find the answer to your question on our website. You can register to manage your accounts online; submit meter readings, pay your bills, book an engineer and much more.
Calls answered 
How many calls did we answer?
1,360,200 Calls last month
357,797 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
312 seconds Last month
90 seconds Last week
How many calls did we return?
90% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
24% Of bills sent last month
Resolving emails from energy customers 
57% Answered in 24 hours
81% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
311,723 Boiler breakdowns
58,725 Home Electrical breakdowns
58,488 Plumbing & Drains breakdowns
363,294 Annual Service visits
1,207 Home insulation installations
9,676 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
77% of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.