British Gas Reviews

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

1.2 Rating 3,226 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,226 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 79%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Boiler stopped working Saturday morning 14th Jan 23 - stayed in lock out no matter how much I tried to fire the burner. Called Homecare. Engineer booked to come out by 11am the same morning! 5 stars for that. Waited and waited and was updated by sms to say delayed and now likely after 6pm. 7pm he turned up. 4 stars now but still great service. He was also to do its annual service (after 15 months). About 5 minutes later he came out of the boiler room to declare that the heat exchanger was leaking and causing the sensors to trip out. He would try and fix it on a temporary basis but basically needed a new boiler (15 years old) About 15 mins later he re-emerged to say that the water was running down the electrical connections and it couldn't be made to work. He explained the boiler is obsolete and there are no parts available so he would report in to his dept on Monday to get a quote out for a new boiler. On the form left under 'parts ordered today' he had written main heat ex (obsolete) I have read of others complaining that BG were basically telling customers their boilers were obsolete and so I thought I would look up the specific part declared as obsolete. Guess what? 20 minutes research online found a supplier of spare parts and using the supplied parts manual identified the precise model replacement heat exchanger. It's around £360. Under my Homecover BG are supposed to repair my boiler at THEIR cost. Easy to say the boiler is obsolete and avoid doing so. It is going to get interesting as I have ordered the part”

Helpful Report

Posted 3 years ago

“I spent half an hour trying to work out how to book a smart meter appointment through your website and app; they just send me in circles. It is very poor design and incredibly frustrating, particularly as for personal reasons I don't prefer phonecalls.”

Helpful Report

Posted 3 years ago

“After waiting several days:Engineer came to fix my heating. Tme slot 8am- 1pm, just made it! Had to hurry as too many other jobs lined up. Didn't have tme to check system working OK, but did go through new thermostat controls. BG need more engineers.”

Helpful Report

Posted 3 years ago

“The Cyber-Prime app is a great tool for parents who want to protect their children from viewing inappropriate content online. With this app, I can monitor my child's internet usage and make sure they're only viewing age-appropriate websites and material. I'm grateful to have this peace of mind, and I know other parents will be too. Thank you Cyber.Prime.com”

Helpful Report

Posted 3 years ago

“App is fine for checking what previous bills etc, but won't show usage, the chat rarely has anyone answering, and combined with the lack of phone operatives, the only thing you can do is to look up the FAQ section - which often doesn't cover my enquiry. British gas don't seem to want any communication with their customers.”

Helpful Report

Posted 3 years ago

“We were 3 weeks late paying our bill due to current difficult times, first time ever and they put £13 on our bill, I think this is appalling they are making billions of profits, it's legalised robbery.”

Helpful Report

Posted 3 years ago

“Was moved to British Gas from Peoples Energy Company, who I was really happy with, when they stopped trading had no choice in this matter and have had several issues with DD. While trying to sort was 188 in queue for live chat. However would say that I then contacted them through Facebook messenger and had a very swift response from Damian who resolved my problem and sent details to customer services who also contacted me so my issue was not with this part of the service just the fact that I have to keep contacting them with DD issues. The first example being that after signing the initial DD form for £135 a month the following day I received an email saying that my monthly amount was £180 which had doubled!!!”

Helpful Report

Posted 3 years ago

“Style over substance. When gas and electric prices are the highest in history relating to income. BG hasn't solved the problem with the usage app.....”

Helpful Report

Posted 3 years ago

“I have a smart meter that I charged on Wednesday. The electricity payment went through but after several attempts the payment was refused for gas despite sufficient funds available. I checked my bank account and found my bank had paid the gas which to this date does not appear on the meter as a credit. Online still down and I have no reference from British Gas for the money they have received.”

Helpful Report

Posted 3 years ago

“Feel like I’m repeatedly going over the same thing over and over again.Having had cupboards removed and flus looked at I can’t pay 10 percent of the cost until engineer makes sure there is now enough room.I can’t leave a boiler sitting my flat for a wile before it’s fitted as flat small and don’t want to break anything.”

Helpful Report

Posted 3 years ago

“Set up extra cover for my boiler service this morning.I need an engineer today.Guess what the engineer has been delayed.Had the same message last time.The engineer is set to come today if they don’t I’ll have no hot water.All it’s supposed to is an annual gas service.Why charge these fees if you let customers down.I hope someone comes today.Please don’t use pandemic as an excuse you have extra engineers to help.”

Helpful Report

Posted 4 years ago

“Absolute shambles, so inefficient. They used to be good, but not now. Smart meter always breaking, and no one comes to fix it. I have to struggle to go and top us at the shops and come and manually top up. Expensive too, i top up about £40 a week just for electricity and it’s only myself and 2 children in the house. Very bad, I wouldn’t recommend”

Helpful Report

Posted 4 years ago

“I am very dissapointed in their attitude when they cancelled a long standing service appointment at the last minute. Despite promises that customer services would contact me nothing was done.”

Helpful Report

Posted 4 years ago

“worst company to,phone,get help,give relevant info,answers every thing with smart meter info,I DONT HAVE SMART METER,i cannot get to payzone as i am elderly ,cannot walk more than 50meters,do not have anyone to help me,so how do i top up key meter.”

Helpful Report

Posted 4 years ago

“Really poor service and so dissapointed! Every time I call to explain that my in home display device or the app isn’t working or showing us the valances so we know when we are running low, the line cuts off and they never even bother returning the call. This has happened about 3 times same day! The representatives are not helpful at all, they find ways to try and get off the phone and too lazy to call back when their line cuts off. I am a new BG customer but already thinking of switching because their service is ridiculous and useless!”

Helpful Report

Posted 4 years ago

“The gas and electricity supply is fine but they are increasing their prices. The website is terrible, it hasn't been working properly for a few years: cannot get into the Rewards section, and over the last 1 - 2 months, cannot submit a meter reading online”

Helpful Report

Posted 4 years ago

“What can I say a sham of a company, customer service is appalling. When this energy crisis is over I will be switching to a company that actually values it loyal customers, something British Gas doesn't. They treat their customers like an inconvenience, and their engineers can't be bothered to inform you if they won't be able to keep to the time schedule for an annual service.”

Helpful Report

Posted 4 years ago

“Same old trick,say they're on time and Then emergency pops up, delayed.waited 8hrs they have not turned up yet.maybe tomorrow morning.”

Helpful Report

Posted 5 years ago

“The ask for multiple readings and then fail to send a bill. Their call centre is in SA! It is impossible to speak to someone.”

Helpful Report

Posted 5 years ago

“they have closed the customer service line there is no chat facility I have put up my bill 30% without warning and automatically renewed it and I cannot get through to anyone one to stop it or amending it was very expensive to to cover a small fault with a years annual HomeCare at £300 I should have just gone to to a plumber to fix it it it was a small fault and then I wonder been tied in for 12-months stay well away from this this oversized company that can't cope with its customers”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,226 reviews