British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

1.2 Rating 3,227 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,227 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat, Email

Visit Website

Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

Write Your review

Tell us how British Gas made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

British Gas 1 star review on 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We tried to switch energy suppliers because British Gas sound good on paper, a month later 11 hours spent on their chat line enough emails to fill a rainforest and still no satisfaction. I have cancelled my Direct Debit let them chase me because if I have to keep contacting a different person in a call centre each and every time I will have no hair left. If you have a fleeting thought of changing to British Gas save yourself a lot of grief and let that thought go!! It should have been a simple switch heaven help you if you have a real problem.”

Helpful Report

Posted 8 years ago

“Hopeless organisation . no understandings of even the basics ...”

Helpful Report

Posted 8 years ago

“Been with BT home care for over 10 years but in my opinion the service is getting worse by the year. All they are interested in is getting extra money out of clients, they do not seem to answer written complaints. Wrote to them in December complaining about a charge for a new tap replaced in my kitchen.....no answer. About 2 years ago I had trouble with my boiler, they told me it was the slush in the system and that they would not repair the boiler without having the system flushed, paid BG £700 to have it flushed, ended up having to replace the boiler. Not to mention when they replaced my boiler, it was a complete nightmare, very unprofessional fitters. Now my contract with BG is at an end.....Thank God. I will look for a more professional company”

Helpful Report

Posted 8 years ago

“British Gas Homecare are disorganised, dreadful and totally unreliable. After having homecare cover for over 20 years we decided to replace our central heating boiler. Before arranging for our plumber to install the new boiler we contacted British Gas and confirmed that the new boiler could transfer to our current homecare contract – confirmed the make and model. After installation we provided the make, model and serial number and British Gas continued to cover our new boiler. After the first year British Gas completed the first service. On the second year we booked the service and the British Gas Engineer refused to service the boiler informing us that our boiler wasn’t service listed with British Gas and left without carrying out the boiler service and confirming that the area Service Manager would be in contact. No contact was made so I telephoned the British Gas Homecare contact centre to try and confirm the situation. One call centre agent confirmed the boiler was service listed and another said it wasn’t and British Gas would have to refund the contract payments for the last two years – not a very satisfactory response! We raised a complaint with British Gas customer service who agreed to send out an engineer to investigate why the boiler isn’t service listed. On the day of the visit British Gas cancelled due the recent bad weather conditions with one-hour notice – not very helpful after making several complaints and telephone calls. We now have a call booked but must wait a further two weeks for the engineer to check and confirm why British Gas have issues servicing our Glow-worm 774 boiler. We have contacted the manufacturer who has confirmed that they don’t have any known service issues with the Glow-worm 774 boiler and can’t understand why are facing issues getting British Gas to cover the boiler.”

Helpful Report

Posted 8 years ago

“Left British gas 2nd february to join smaller energy supplier bulb who are fantastic. I was told i would receive my final bill within 6 weeks but it arrived within 2 days .Paid over the internet but found out they took the payment twice. Rang them up over 4 weeks ago about this and they said they would send cheque out within 5-10 days . Did not arrive so have rang them back numerous times only to find out on the first occasion it had not been sent and now they are putting the blame on royal mail. Funny how when you owe them money they want it next day but when we are owed it it takes forever. Customer service is shocking. Do not seem to know what they are talking about . Also my bills were going to double but thanks to bulb I will be saving over £500 a year. These big firms have exploited us for years . My advice have a look at smaller suppliers especially bulb.”

Helpful Report

Posted 8 years ago

“Terrible service. After many years of paying for their home care service and a constant need to call them to correct their mistakes with meter readings and incorrect bills ,we have not had hot water since Friday . It's Tuesday today and we have had to arrange and pay for an emergency plumber because British Gas refuse to come to repair our boiler because they will not send an engineer unless we are "vulnerable" Well done British Gas....Enough said , terrible service as always !”

Helpful Report

Posted 8 years ago

“We have a British Gas Homecare contract covering the boiler for over 6 years. In that time we've had only positive experiences with both the telephone staff & also engineers. Parts that have been replaced are diverter & also isolation valves, pump & circut board. Only once did they cancel but they let me know. I'm paying little over £5.00 per week & that includes a £90.00 yearly service. Couple of weeks before renewal i ring them & politely haggle to get something off the new premium. Regards non Brit Gas engineers i know there are decent ones out there but in our experience we don't want the hassle of having to keep chasing them & also attempting to rip us off. To us it's about peace of mind.”

Helpful Report

Posted 8 years ago

“Horrendous weather, gas man due between 12 and 6pm phoned just turned 6 pm stuck in traffic as most at standstill. Managed to get here at 8.15pm and what a lovely guy he was. Couldn't do enough, full explained what had been the problem. A credit to British Gas and I would welcome him back to do my yearly service each time.shelaghkbennett@hotmail.com”

Helpful Report

Posted 8 years ago

“Our boiler started acting up in November, we set up with Homecare with britishgas and booked inn a boiler check up for February 6th (earliest they had!) 6th came and went, no one showed up, we tried to get ahold of their customer service, after several calls where we sat over 30 mins at a time on hold, we got nowhere. Of course, today our boiler breaks down, Im trying to get ahold of Homecare and I am currently at 50 mins on hold ! Earliest i could book online was for the 5th...so we'll see now if they show up... If you're considering this company, don't bother. I will cancel my homecare and change to another company, even if they cost more, because this has been a total waste of money.”

Helpful Report

Posted 8 years ago

“My 84 year old mother has struggled with a very poor British Gas Homecare service for over 2 years. This last 12 months mum has been paying £45 a month. During that time she has survived advanced cancer, and sepsis, having to be resusitated more than once. The heating and water have continuously played up, sometimes not working at all for several days. The service had no continuity and the answering service a nightmare for elderly people, taking several minutes to get through if it can be accessed at all. British Gas fitted the boiler, magnetic filter system and did a power flush 6 years ago, costing over 3 thousand pounds, and mum had no trouble for 3 and a half years. The engineers, when they didn't cancel, would go away promising to return in a few days which usually turned into weeks. In the last 2 and a ahalf years mum has had several engineers all trying different things, only to have the system fail again a few days later. There was no consistancy or reliability and there fore they are not recommended by us. This has been very stressful for mum and after everything she has been through this service has just made her very upset...therefore today she has cancelled her direct debit as they had put her monthly bill up for the next twqelve months by £10 to £55 a month. What an awful way to treat older people.....”

Helpful Report

Posted 8 years ago

“Very bad homecare boiler service Very bad homecare boiler service. Had appointment in December 2017 for annual service which got cancelled an hour prior to appointment using the excuse of engineers being re directed to emergency call outs, which initially I had some sympathy with. Then came the annoying part, next available slot 23rd February 2018. I called the complaint line and was offered £30 compensation and a 2 hour time slot for next appointment on 23rd February. I asked why the boiler had not been serviced since September 2016 and was told reminders no longer sent out, and as long as they did a service anytime during the contract year that was acceptable. Also note that no compensation was offered by the initial caller cancelling the original appointment. Fast forward to 23rd Feb, and I get a call in the morning cancelling the appointment for same reasons and before, no compensation offered, just another date in April. Call the complaint line, get another £30 and a new 2 hour slot appointment for 19th April. This will mean I will have only got 3 services in 4 years, it goes without saying I wont be renewing.”

Helpful Report

Posted 8 years ago

“had an appointment booked 22 january 2018 got a call saying would now be 21 feb between 8 and 1 no one showed up called them at 3 pm only to be told running late could have called me and said this as was didnt arrive till 3.25 pm by which time id cancelled my contract so now got a better company as i was let down again”

Helpful Report

Posted 8 years ago

“I booked a gas boiler service in December 2017- they told me the earliest they could do was February 14th 2018 - I did think this was a long way off at the time but decided to go with them and I went ahead and booked the service. On February 14th I got a phone call saying they couldn't do the service and invited me to re-book -the earliest appointment being April 16 2018. No thank you - I will contact someone who cares.”

Helpful Report

Posted 8 years ago

“Update on my review of 2 months ago. My December service visit for my boiler (which had never occurred within the timeframe of my home care agreement) was cancelled due to too many emergency call outs for Engineers, was again cancelled today Feb 12th, 10 minutes before the end of the 4 hour slot. Next slot available APRIL !!! Also received a letter to say that my complaint raised back in December was still under investigation. What an appalling level of customer service. I think my name has a marker against it following the cancellation of my policy & they are trying to grind me down by continually cancelling my service visit & not investigating my compliant within a reasonable period of time.”

Helpful Report

Posted 8 years ago

“It killed me to give a one star rating as they are not worthy of it! When we moved into our new home, our gas & electricity supply was already set up with British Gas. We had constant issues with our gas & electricity meter reading when we were trying to close our account. There call handlers don't know what they are doing, the whole company needs scrapping, sending us several final bills all for different amounts, absolute ridiculous. Anybody thinking of using British Gas, I advise you to stay well away as they are useless and will rip you off! ”

Helpful Report

Posted 8 years ago

“I would like to give a no star rating but that option is not available here. I had gas and electricity supply with British Gas. Had lots of issues with gas meter reading as there system somehow reverse the readings at times and I used to get a number of phone calls asking to pay extra £1000 in addition to the monthly direct debit of £52 for a two bedroom flat. Hence changed the service provider in October 2017 and I was told I’m due for a refund of £750. In December I got a cheque from British Gas for £1280. Two weeks later I got another letter from them saying I need to pay £1337 to close my account. I have disputed the bill. Their call handlers and complaints team repeatedly said I need to pay £1337 to close the account. It took nearly two months for them to finally accept that I was due for a refund and I need to pay only £870 back after clearing the cheque they send me. Meanwhile I was getting repeated calls and emails from their debt recovery service saying I need to pay £1350. Stay away from British Gas if possible. Worst service ever experienced.”

Helpful Report

Posted 8 years ago

“Easy online forms and English call centre”

Helpful Report

Posted 8 years ago

“Bill due 1st feb yes alittle laid back not paid 4 days late, got a phone call relating to bill not being paid ,god help me if I was a pensioner and was abit short. Looking now at log fires”

Helpful Report

Posted 8 years ago

“Arranged an appointment (under HomeCare cover) for a technician to repair my boiler the next day. Would have been good service but they never turned up. Rearranged then for the Monday am (no heat/water for 3 days by then) for which they did not turn up (no call) and then pm which they also did not turn up for (no call). Each time I've had to chase British Gas to find out what was going on. No appointment for Monday, best they then offered was Thursday, so six days without heating/water before they even turn up. It's still Monday, and it's still cold. By Thursday, it's supposed to get colder...”

Helpful Report

Posted 8 years ago

“I too have a British Gas Homecare cover, paying £19.77 per month. I moved to the West country from London, and had the Boiler covered in London, when I moved in October 2016, they came and serviced the boiler in November and all was OK, although I did have a filter on the boiler, they quoted for a replacement and when I tried to book, couldn't get through, so left it and got a local plumber to do it for half the quoted price. I registered on-line, and all was well, checked my online account about September, then October, then November as it was telling me my service wasn't due yet, and they would contact me. Well I rang them, they said they were too busy at the moment but made an appointment for January 22nd which was a Monday. I organised myself to have a day off and on the Friday before that British Gas rang to say they are too busy to do the service and made another appointment for April! When is an Annual Service not an Annual Service? When British Gas are doing it, it becomes 18 months, although I have no confidence in the April date being maintained to the extent that I believe it is a ploy, they give you a date knowing full well it won't be stuck to. Alongside all this, I am constantly seeing adverts for the Homecare package, so again these new unsuspecting customers will be taking up the time slots allocated to current customers. The longer it takes to service my boiler, if I ever get it serviced, the more likely it is that it will break down, just like my car, if I paid a garage a regular amount each month in the promise that I would be serviced every year, and they didn't fulfil that promise, my car would probably break down completely. I complained through the customer services complaints site in November and got no response whatsoever, I complained again last week and don't expect a response, where can I go to now? Is there a Ombudsman? All the time I am paying money, need the boiler serviced as it must now be inefficient and feel I am contributing to the high marketing cost of the adverts attempting to lure new customers in.”

Helpful Report

Posted 8 years ago

British Gas is rated 1.2 based on 3,227 reviews