British Gas Reviews

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

1.2 Rating 3,139 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,139 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 80%
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 1st May 2025

British Gas 1 star review on 2nd December 2024

Richard Parsons

102

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

“Just finished a phone call with a very nice British Gas Homecare Salesman - Douglas - who very patiently took my rather rude telephone call to him regarding my Homecare contract and then proceeded to solve my issues one by one and reduce my monthly payments but still managing to give me what I wanted in my Homecare contract. Very professional and efficient as well as being a very nice man, answering every question that I fired at him with patience and a resolution. If only all service contract staff were just as good as Douglas, a credit to his company - British Gas should give him a salary increase and get him to train all their future employees.”

Helpful Report

Posted 5 years ago

“Almost impossible to speak to somebody and when you do they just send you around in circles and expect the customer to do all the leg work. Appalling customer service.”

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Posted 5 years ago

“We have a service contract, and our boiler is broken. I tried to book a repair on the app. The first slot was in 9 days time. We PAY for this, and we're expected to have no heating for 9 days. Absolutely dreadful service. I'm now hanging on the 'phone, and being told an utter load of bilge about how British Gas care!! And they have the cheek to inform me it only takes 1 minute to book a repair on line; that is true, but you then have to wait 9 DAYS. After 30 minutes of pre-recorded drivel they then rang off, UTTERLY USELESS. This used to be a good service, but it's got steadily worse and more expensive. This is the last straw.”

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Posted 5 years ago

“I'm sitting here after being on hold for 1 hour now.......not happy with the wait....life is to short”

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Posted 5 years ago

“Dont use this company for HomeCare they will rip you off and then tell you to claim off your insurance”

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Posted 5 years ago

“This company is a rip of there homecare is not true you have a problem thay dont fix the problem thay make the problem them say claim of your insurance.”

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Posted 5 years ago

“Appalling service with British Gas Homecare for which I pay £56 per month. Boiler was leaking badly, had no heating or hot water and told they couldn’t get an engineer out for over a week. The rude person I spoke to on the phone told me that because we have a coal fire we would have to sleep downstairs in the lounge and boil a kettle for hot water to wash with. Apparently we were not a priority because we don’t have a heart conditions even though we are both pensioners. Really rubbish company I’ll be cancelling my contract.”

Helpful Report

Posted 5 years ago

“Atrocious service from British Gas Homecare. For third year running have had my annual service cancelled (this year cancelled twice) it is now scheduled for 8th February 2020! which means my system has missed it’s annual service that I have paid for. They advise you by leaving a message on your phone the evening before, after you have arranged your time to be there then blame busy winter period. Winter happens every year DEAL WITH IT!!”

Helpful Report

Posted 5 years ago

“Appalling service from Homecare. For the third year in succession have had my annual service cancelled (this time twice). 8th October to 3rd December and now 8th February 2020! British Gas blame the busy winter period? Winter happens every year DEAL WITH IT!!”

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Posted 5 years ago

“Awful - pay my bills on time kept texting me I owe money, logged into my account states “up to date” had SECOND default put on my account from them now.”

Helpful Report

Posted 5 years ago

“Their service is appalling. 20 mins wait to speak to someone on the phone; the engineer leaves a card though the door when there were people at home, and then a 2 month wait to make another appointment. They tried to rip off my 95 year old friend. When I called to complain they knocked £150 off the cost of her Service Care renewal. Can anyone recommend anyone better please?”

Helpful Report

Posted 5 years ago

“If I could give no stars I would. I signed up as they are a well-known name and you would think that they supply the service and I pay for it. At no point did I get the smart meter installed despite calling a number of times. To get through to them takes the best part of an hour every time. They cancelled my account at one point and when I called they said it was their error. They then refunded me £750 as they said I had overpaid, I spent this on a holiday for my wife and I and then they said that was an error and wanted the money back. I complained to the Ombudsman who made them give me a heavy discount but before I could pay for it, they gave it to debt collectors. I have since moved to SSE and they are better and far cheaper. Avoid British Gas at all costs, they are truly terrible.”

Helpful Report

Posted 5 years ago

“Absolutely appoiling company bad customer service and still being charge 7.50 a week for a debt from the last tenant over a year I've been trying to sort this out and I get past through the call lines for the phone to be put down”

Helpful Report

Posted 5 years ago

“Disgusting company. I pay dual fuel by DD and they wildly vary the amount to be paid following review. This has been between £40, £110, £90 £70 and recently increased this to £115. Following the last agreed plan they took almost £200 from my account. I rang to complain. They admitted it was a mistake but were unable to help. Dealing with them is like talking to a crossword puzzle. Three times I rang them to be asked to speak to Customer complaints, and they hung up every time. I have now submitted a formal complaint by e-mail and asked to be contacted as a degree of urgency as they literally have money belonging to me that I can ill afford. To jump from £70 one month to £200 the next when they actually agreed £115 then deny the opportunity to rectify this is unwarranted and a disgrace. I refuse to pay good money to be treated like mess on a shoe by incompetent call handlers. I am going to cancel my DD and vote with my feet. I can see this complaint going all the way to the ombudsman.”

Helpful Report

Posted 5 years ago

“British Gas homecare is a massive con. I had a leak from an upstairs bathroom coming through the ceiling of the pantry. Not a flood, just staining on the ceiling. The very young guy who came easily found the problem after cutting out a square of the ceiling, turned off the heating , drained a rad and fixed the connection that was leaking. Then he couldn’t get the heating working again. He left and said a colleague would come to put the heating back on as that wasn’t his area of expertise. The colleague duly arrived and reset THE BOILER and said it would all be fine. FIVE DAYS later I still have no hot water or heating and the next appointment I am being offered is in 3 days time. If that works it will be 8 DAYS TO FIX A PROBLEM CAUSED BY BRITISH GAS. This is not a service it is a PONZI scam robbing home owners.”

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Posted 5 years ago

“I think they are good value for money and all the workmen are proffessional, helpful, tidy, polite and a credit to British Gas”

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Posted 5 years ago

“Feel incredibly let down by British Gas. 7 days+ without hot water. Homecare service sold to give peace of mind and avoid unexpected costs in the event of a breakdown, but when you actually need it British Gas let you down and come up with excuses why they want to avoid repairing your boiler. Left with having to find an independent repair company and covering the costs. Absolutely shocking!!”

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Posted 5 years ago

“Had a payment taken off without my knowledge after i closed the account with them as i moved house but they sent the invoice to my old address. Given a stressful night. THANKYOU BRITISH GAS”

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Posted 5 years ago

“If I could give no stars I would, since the customer service moved from the UK it’s diabolical, can never get through and when you do staff don’t know what they’re doing. I’m switching to a supplier that has better customer service!”

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Posted 5 years ago

“After waiting 3 weeks for an engineer appointment. He came & all he wanted to do was quote me for a power flush as 3 out of 10 radiators were heating up very slowly. I told him of a leak on the filling loop & he said that he didn't want to repair it as it would let air in the system & was only causing a problem when I add water to the system. So I will not be renewing my £23 per month contract. Will now have to pay an independent engineer who says they can most likely sort the problem by flushing out the individual radiators. Have been with British Gas service for 10 years & they used to be good but have noticed that the engineers & mostly now young guys trained up to sell you all they can. Goodbye British Gas in January.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,139 reviews