British Gas Reviews

Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

1.2 Rating 3,209 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,209 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
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 26th December 2025

106

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

“Have home care 400 not had a service in 2 years constantly breaking Dow from lack of service keep calling they never show up so boiler packet up called by they came next day to replace boiler as spending £3500 but won't honour there contracted servicing and repairs which your paying for monthly”

Helpful Report

Posted 4 years ago

“I have had another hapless experience with British Gas whom I have been with for 25 yrs - so much for loyalty! If Covid 19 is causing so many delays, and British Gas can’t provide proper service, why aren’t we given a discount? My employer gave a discount to customers. If I have to listen to that automated service on the phone again, I’m going to go nuts! These ‘windows’ of 6 hours ( and in my case tomorrow it’s 12 hours) are just not workable for customers in employment and it’s surely only people in employment who can afford the huge cost of Homecare! I have no heating and no hot water and the first appointment I was given was five days from now. I’ve now managed to get an appointment tomorrow. However the 1st service appointment I can get is the end of May..... What a nightmare!”

Helpful Report

Posted 4 years ago

“Absolutely shocking service. I don’t think anyone in this company cares if they do a good job or not, total shambles and has been for a number of years now. What is the CEO here do. I can understand why they promise so much and deliver so little. This company is going to go to the dogs, sell your shares now! I can understand how they can. Make so many simple, errors so frequently. I had a boiler problem and they sent Dynorod? You could not make this up .”

Helpful Report

Posted 4 years ago

“Phoned to book Homecare appointment. Told best do it on line. Then spent over an hour trying to get website to recognise my details, despite being a customer since gas was first discovered. Unbelievably unresponsive and clumsy. Why is the Homecare account number alone not enough to access the site? I only wanted to book a service visit. Awful, awful experience. Make your web experience better if you want customers to use it, or if you want customers at all.”

Helpful Report

Posted 4 years ago

“they are liars and thiefs,just love stealing yer money,and they hang up when they know your right.”

Helpful Report

Posted 4 years ago

“2 problem's - Have 2 homecare service presently trying to get a gas safety certificate appointment is useless, the online booking system allow for gas repair or gas service, cant find the link to landlords for gas safety certificate, have called them out on other jobs, but always refused to carry out the job because of other issues. 2nd problem, due to COVID - 19, or any other excuse, will not come out, finally they agreed to come out between 12 - 6pm....as predicted nothing happened - That's the final closure - no more wasting £500.00 for what?? Good Bye, somebody should be held culpable, but that wont happen. Don't ever sign up for this terrible company.”

Helpful Report

Posted 4 years ago

“I am so angry with this farcical company I can't put it into words or perhaps the words that describe them haven't been invented yet???”

Helpful Report

Posted 4 years ago

“Awful , scammers”

Helpful Report

Posted 4 years ago

“When will you ever get your app to work properly. I had my smart meter installed and was told to wait two days before the app would be able to show my energy usage. The closest I ve got is Ooops, something went wrong, lets try again. Well two plus weeks later, it still Ooops. I tried the on app help which resulted in two hours of wasted time and effort. For some strange reason I was asked my 'date of birth' I told the 'advisor' they did not need that and they continued happily. I suggest a backroom scammer gain info on people. Why is it that British gas app never work properly until the next version and then a new problem arises. P.S. I am now wasting 30 minute so far online trying to get help. Think I will prepare an online complaint and when my term is up, move onto a supplier who cares.”

Helpful Report

Posted 4 years ago

“I don't usually take the time to leave reviews but on this occasion I feel I should. I spoke to a lovely guy called Simon (collections department) today who helped me work out my arrears with British Gas. Not only this, but he took the time to explain how my new meters work, set me up a new direct debit and explained exactly how the units and charges work. He has arranged an appointment to get my gas meter fixed so that I do not have the added hassle of uploading my meter readings and creating room to call back into arrears. This is the first time I have had a thoroughly enjoyable experience when dealing with a utility company. More reps like Simon please :)”

Helpful Report

Posted 4 years ago

“I placed a review here yesterday of my experience with British gas being executor for my mother in law estate, so this is part two. I phoned today to ask why they have given me a new customer number. They should have just changed the name on the previous account which is what I thought they were doing, which they said I had to do to sort out the readings, This should be all the same account, I have not moved in, the house is still empty, I do not own the house, I AM JUST THE EXECUTOR. Having explained this to the lady on the phone, I asked what happened to the 300 and odd units that they have overestimated on both the gas and electricity, which I have paid on behalf of her estate? Also, why does it not start on 26/03/21 when my name went on the bill, but on the 09/12/20 if this is a new account. The app is next to useless for information as they have wiped their estimated reading off, that was on there at first for the gas and already I have had two different payments owing when I only changed it on the 26/03/21, ( 4 days ago) and why are the bills on there estimated? I put readings on the app like I was requested. My mother in laws customer ref was 8500 5994 0102, apparently this has been closed, do you just keep that over payment then back date the new customer? As she stated she couldn't help me, she stated she was transferring me to Home Move? Didn't get the chance to ask why she just cut me off, I waited 15 minutes on hold there, then phoned them myself, 40 minutes waiting it said, so I rang their complaints department to be told their premises had been evacuated, and to call back later!!! Which I must say made me laugh. ”

Helpful Report

Posted 4 years ago

“Everything went wrong the wait times to speak to someone was over 48 minutes, the virtual chat advise you to ring customer services? plus told different amount to pay on account then to be told we have cancelled your payment plan due to wrong payments, i have been a customer for over 22 years today was the last straw, i am going to find another provider that is firstly cheaper and better service, at least the adviser abroad was helpful but sadly to late”

Helpful Report

Posted 4 years ago

“Hi, i have been trying time and time to sort this issue which has been going on since the smart meter has been installed. on the 4th january. I am being charged ridiculous money, because someone at British gas unable to sort it out. I have rang and spend hour on the phone and your system has not been update to show that we have SMaRT Meter. it still appears as economy 7. i work and study and have 2 small children i do not have that much time or able to afford £174 a month bill because someone on your end cant do the job. i understand it is pandemic but surely this doesn’t take that long to sort it out. Especially when i have spent hours on the phone speaking to your representatives and then nothing is done. i then get promised a phone call, to resolve an issue and once again no one calls me back. this is very pure customer service. and i would consider the his being a fraud/ scam by british gas.”

Helpful Report

Posted 4 years ago

“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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

British Gas is rated 1.2 based on 3,209 reviews