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

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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

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British Gas 1 star review on 21st December 2025

105

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Would have given no stars but won’t allow that so had to begrudgingly give one star!! Really don’t bother with British Gas Homecare complete waste of your money. I was unfortunate to have to deal with this company had a boiler breakdown booked the service at the same time, advised to contact a neighbour (of whom lives literallynext door, information provided to BG) and they would let the engineer in the property, as the person in the property was in hospital. The engineer attended didn’t bother speaking to the neighbour, put a card through the door and left. Giving benefit of the doubt I arranged yet another visit, same thing happened again. Now bear in mind that British Gas state they will help the vulnerable wherever they can!! So I made another appointment at this point I was appalled by the service received, but this plan has been paid for over years for an event like this!! So another apt made for the breakdown and again the supposedly free service that is included in the policy. The engineer actually contacted the neighbour this time, the engineer went in the property adjusted the thermostat and left. So apart from the hot water still not working when he left, the service wasn’t done a 50 excess had been paid for that visit on top of already paying £40+ a month. When I called BG I was told that there was no service booked in, which I know i requested. At this point I cancelled the policy and got my own engineer to fit the part that was needed. The appalling service didn’t end there I put a complaint in, was told this should not have happen!! And was insulted by being offered £50 which only gives the excess payment back, nothing for the appalling service, and the incompetence of staff and also the inconvenience of everything. For such a big company it is disgusting and I wouldn’t waste your money, it will be cheaper and less stress to just get you own private engineer to carry out any work, because the money you spend and the stress you get put through isn’t worth it, may as well throw the money down the drain. So I put this on their Facebook page, was told to PM them and give my details and they will look into it, well what a surprise don’t hear anything back!!”

Helpful Report

Posted 5 years ago

“If I could give British Gas no stars I would. Their customer service is beyond useless! I inherited their utilities when I moved into a new build house and immediately tried to change utility provider. Unfortunately the National Database shows our address incorrectly and I can't move providers until it is sorted. This was Mid January. It is April next week and despite numerous phone calls and live chats it is still not sorted! I've been lied to, fobbed off, my complaints closed down with no resolution. I am so beyond angry it is unbelievable. DO NOT USE THEM!”

Helpful Report

Posted 5 years ago

“My smart meter doesn't work. Phoned British Gas on Feb 23rd and I was told that someone would be round in a few days. Nothing happened so phoned again on MARCH 25th. I was told that no-one had been round (No-one had thought it polite or business-like to let me know why) but someone could come round and they would need access to the house. I said we are shielding so I was asked to provide a meter reading. I tried to provide meter reading, but the meter reading site was down(!). I tried phoning and was told that I couldn't leave a meter reading because I had a smart meter(!!). I phoned again and got through to a woman who started registering my reading then disappeared - I assume she'd hung up. I tried several more calls, but every time the phone was answered the person hung up without saying anything. Finally, I tried your website and after some time I was told I was eleventh in the queue. I accepted defeat. Are your staff having fun at the expense of the customer? Footnote: in the past, the meter readers have arrived at the house and said they couldn't find the meter....which very obvious and clearly visible on the side of the house. British Gas is a total shambles.”

Helpful Report

Posted 5 years ago

“Using the homecare service. It is essentially useless I'm afraid. We have had a problem with our boiler for 4 months and they still havent fixed it. They repeatedly cancel appointments with no notice.”

Helpful Report

Posted 5 years ago

“Customer service was awful! This is the 3rd time within 3 weeks that the household has been left without any gas! Having a heart patient in the household BG didn't think it was necessary to send an engineer out as an emergency. After pushing and arguing that it was not okay to keep the individual in the house under these circumstances they agreed to send out an engineer. An engineer calls at 22.34pm and says he'll be there in 10minutes! He never turned up! How disgusting! BG may be the biggest UK energy and home care services provider but for sure they ARE NOT WORTH ANYTHING! INCOMPETENT, CARELESS AND MONEY SUCKING COMPANY!”

Helpful Report

Posted 5 years ago

“Totally disgusted with #BritishGas Boiler broken since Friday so no heating or hot water. We have their service plan and the earliest appointment was 24 March. Phone call received today rescheduling it to 31March. They didn't want to carry out the annual service earlier in the year due to covid (ok) but promised they would be there in case of emergency. In their own words no heating or hot water is an emergency however it'll take 2 weeks to get to you! Disgusting service. This is a link to their commitment posted only yesterday. It's also worth googling how many staff they have furloughed. I am appalled”

Helpful Report

Posted 5 years ago

“I agree with most on here, a truly awful company that treats their loyal customers like scum. Go elsewhere, we do not live in a monopoly any more.”

Helpful Report

Posted 5 years ago

“Homecare boiler cover policy is just a scam to take your money! Had a fault with my boiler late last year. Engineer called and carried out what I can only describe as a temporary fix. This proved correct, as the identical issue arose about 3 weeks ago. Requested a further engineer visit and got an email confirming my appointmnet slot for Tusday 23/3/21. ( about a two week wait! ) However, 3 days before engineer was due to call, BG phoned to say the engineer visit was cancelled and they would be able to re-arrange vist for sometime in June! ( several months away!!!) Suffice to say I found this to be totally unacceptable! I had a confirmed appointment slot and failed to see why this could not be honoured! I have had to pay for an engineer tocall out and complete a proper repair to my boiler, which wasn't cheap. Cancelled my direct debit with this bunch of robbers and will never deal with BG again!”

Helpful Report

Posted 5 years ago

“1 star they wish they were that good. 1st call was over an hour, issue not resolved, BG answer to this was to simply hang up, 2nd call 1 hour 30 mins, still not resolved, can you guess what happened.... correct they simply hung up mid conversation. In they space of both calls, I went from £609.75 in debt to £275.34 in credit, back to £339.25 in debt, to £254.75 in credit. To top it all and whilst on the phone another bill popped up saying I'm in debt for £909.54, when I mentioned this there response was..... Click.... end of call What a disgusting, disgraceful, rude, and unprofessional company.”

Helpful Report

Posted 5 years ago

“how on earth is this rubbish company still around? how is it even possible? been trying to set up a direct debit but even after live chat, emailing and contacting zillions of times not been able (the company hasn't been able) to help me set up a direct debit. apparently it costs more not to have a direct debit. what a cheap company!”

Helpful Report

Posted 5 years ago

“If it was possible to give no star, that's what they would be getting.I live in a two bedroom flat, with my husband and 9 year old son. This company is charging me over £250 a month for my gas and electricity. When I applied to switch with another company, they block my account and informed EDF that I was not eligible for switching. I contacted British gas and was told I owed on my account. when I challenge the representative, she then stated after checking their records I had nothing owing on the account. She informed me it going to take another 14days for the switching to beable to go a head. British gas is a disgusting organisation, they are flue by greed and they have no regards for their customers. Pls avoid them at all cost...”

Helpful Report

Posted 5 years ago

“It is a trash service place and giving overpriced bills not even in the peak point of British gas bills. £450 and making excuses that the bank has it wrong but the bank confirmed it and so did their manager. CHOOSE SOMEONE ELSE”

Helpful Report

Posted 5 years ago

“I am not one to review unless positive or complain, however I have never experienced service as bad as British Gas! Not only is their Gas and Electricity shockingly expensive, the customer service is appalling attempted to contact their customer service for weeks with no contact back to any of my requests via multiple platforms, when I did finally get through, the payment date and amount was not adhered to or correct!! They are the worst company I have ever had to deal with! I will never use British Gas again!! I wish I could give you no stars!”

Helpful Report

Posted 5 years ago

“I had a smart meter installed so I could keep an eye on my spending. Their app isn’t working. Accessed account on my laptop the last update of spend was September 2020. Rubbish”

Helpful Report

Posted 5 years ago

“Engineer strike poorly managed by those who want to union bash and force customers to use poorly trained workers from Dynorod or local heroes, to avoid scrutiny of their incompetent restructuring plans. This customer's service repairs cancelled several times, why isn't this in the national press?”

Helpful Report

Posted 5 years ago

“The British Gas automated telephone system seems determined to stop you talking to a real person. I don't mind paying bill automatically, but for any complex issue to be shunted round automated menus is just excruciating. The online help is just as convoluted and eventually they will let you have a web chat - which is a typing nightmare. British Gas management could learn a lot from BT - who allow you to speak to normal helpful people who sort out issues quickly and with a human face”

Helpful Report

Posted 5 years ago

“British gas stole my money. I just returned from my holiday And entered my home at 10pm, after doing a food shop and I topped up electric and gas of a total £30+ . To only come home to british gas taking all the money and saying I have now owed them and to top up again. I dont owe british gas a penny I am a new home owner British gas have done this to me before. This is disgusting and very disappointing. This has now caused me total distress knowing I will be freezing all night and all my food for the fridge n freezer will now go to waste. Very upsetting”

Helpful Report

Posted 5 years ago

“Never had a problem with BG before. However I have been without central heating for some weeks but have hot water, I can understand the delay with Covid and the snow and bad conditions so was booked for a visit on Monday 8th but was called on the 5th and told i was rescheduled for the 18th as the engineers were on strike due to the fact that BG wanted to alter the engineers contracts so they could fire them and then rehire them! ie pay them less?? and it saves on not paying redundancy money. This is not ethical! I shall be complaining to my mps and Ofgen!”

Helpful Report

Posted 5 years ago

“No person wants to help in India (call centre) still waiting for a call back over 3 hrs now. A simple task of registering a new build for gas and electricity ...”

Helpful Report

Posted 5 years ago

“BG service has progressively deteriorated over recent years; definitely PRE COVID-19. I have had full homecare cover for 9 years, brand new boiler under full warranty. I've NEVER had the same "engineer" twice. At many visits each "engineer" panics my tenants, tells them the boiler/heating/gas are unsafe. Each time BG quote v expensive repairs & often full boiler replacement. When I meet /call them & say "Go ahead, I have full BG coverage, zero excess, including warranty boiler replacement" the problem suddenly disappears. Completely. Every.single.time. Took me a while to figure this all out. Just one example - one visit in winter 2019 I waited over 2 weeks, no heat/hot water, stressed tenants; after 2 visits, 2 separate quotes for unneeded £££ repairs & even a new boiler, I attended & met the 3rd "engineer", who had driven down to W1 from the Midlands. I wanted full details. He told me both prior "engineers" were wrong, what I needed was... a power flush! Bingo. Power flushes are not covered by Homecare. Kerching! He spent an hour drawing, explaining, had me convinced. He wrote me a ££££ quote, then left. I immediately solved the actual boiler problem myself (released pressure via pressure valve). BG wrote to confirm ££££ power flush quote. I phoned (still convinced at this stage) to book power flush - "Sorry, no-one available, try next week". After 3 weeks of this, I asked the chap to just make a note that I accept the quote & to book it when the next slot is available. No. I would need to keep calling BG every week. After much to-ing and fro-ing, he very rudely said there was no availability for the next 6 months, and likely not after that either. When I asked him what he would advise me to do, he just shouted at me. I said so BG have quoted me for something they could never deliver. He shouted at me and hung up. I read around & found that BG notoriously advise a power flush when there is nothing else billable found, so I put it down to experience. The past year has been atrocious, the BG app no longer works for landlords, the website non-functioning for days, no-one picking up the phone, just recorded messages to use the app/website. When website finally up, "engineer" arrives for blocked drain & leak, he tells tenants he does not do leaks, they need to book call specifically for leaks (which I HAD done). Could not rebook as website down again, no-one answering. I've spent the last 3 weeks trying to book gas safety certificate online with the website not accepting the booking, instead repeated messages that GSC was not due (it expires Tuesday!). I tried the live chat, explained all, was told to "book it on the website", explained again, told to book it on website again, explained again in CAPITAL LETTERS, the operator disconnected. I spent 3.5 hours on hold yesterday, constantly being redirected to website, finally got through & got a human to book GSC for Tuesday. I recently received my annual renewal quote - £696, a 20% increase for 9 years loyalty. I spent 45 minutes on hold today, finally got through & got a human to renegotiate renewal price. Whilst talking to the (lovely) BG phone operator, I checked new customer prices online (£503 for exact same cover). I supplied my other phone number for this quote; within seconds BG sales called me on that number, keen to sell to me - it seems COVID-19 does not affect them SELLING at all... That was the last straw, I cancelled the contract (& operator recorded a formal complaint).”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,227 reviews