Customer service performance
How we did in February
We have improved the speed that we answer customer enquiries by 50%. This has been achieved by increasing the number of agents we have available. This recruitment programme will continue to drive further improvements in the coming weeks and months.
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?
1,534,051 Calls last month
385,436 Calls last week
Speed of getting through
How long on average did it take to answer our calls?
150 seconds Last month
104 seconds Last week
How many calls did we return?
87% Last month
Number of online activities
How many online activities did we action?
Number of online visits
Bills sent electronically
41% Of bills sent last month
Resolving emails from energy customers 
62% Answered in 24 hours
77% Answered in 48 hours
Home Service visits
How many service visits did we make to customers' homes?
265,075 Boiler breakdowns
58,300 Home Electrical breakdowns
50,242 Plumbing & Drains breakdowns
333,239 Annual Service visits
1,318 Home insulation installations
8,737 Central heating installations
Customer contact resolution
How many issues did we resolve at the first point of contact?
75% of contacts resolved
 Phone statistics representative of British Gas Residential and email statistics, British Gas Residential and British Gas Services combined.