British Gas Reviews

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

1.2 Rating 3,141 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,141 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

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago

“Easy online forms and English call centre”

Helpful Report

Posted 7 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 7 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 7 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 7 years ago

“Phoned British Gas on Saturday to my surprise no one available till Tuesday afternoon. Tuesday came phone call from British Gas sorry but we are so busy we cannot fit you in. I’m applaud that I had no heating and no hot water the cover is so expensive. ‘discusting’ I will be cancelling the policy”

Helpful Report

Posted 7 years ago

“They sent a bill in 2018 for services supplied 2014 - do not use these crooks”

Helpful Report

Posted 7 years ago

“spoke to person very quickly who explained my tariff options and switched within minutes”

Helpful Report

Posted 7 years ago

“BG home service cover: 11 days are needed to book an engineer to fix a dish washer 24 hours after a surely not risolutive fix was made by a BG home service engineer and no chance to get an appointment on Sunday... apparently BG home service engineer never does saturdays. Now you know what you get when you decide to subscribe to BG Home service....”

Helpful Report

Posted 7 years ago

“I have breakdown cover for my boiler. Called them on Monday 15.1 around 4pm as I had a problem with my boiler and the earliest they could send an engineer was Friday 19.1! Wasn't pleased especially when I found out that my cover had automatically been renewed at an increased price, with the first monthly amount having already been collected without my being informed. Come Friday lunch time, phone went and expecting it to be engineer calling to advise he was on the way, I was appalled to find it was girl from call centre to advise engineer would not be calling due to high demand! Next earliest time they could come is Tuesday 23.1. Just not acceptable. Insultingly I was offered £30 compensation which I could buy a heater with. I couldn't even speak to a manger/supervisor, they would get one to call me in 48hours! I will be cancelling my contract ASAP”

Helpful Report

Posted 7 years ago

“If possible I would give British Gas a "no star rating". I had a Combi boiler installed in January 2015. During the first year I called out an engineer twice as the water was not remaining hot when running a bath. This problem was never solved. The first service (understood to be free) in Feb 2016, again, did not solve the bath water problem. I called out an engineer again and once more the problem was not fixed. I got in touch with Bosch, the manufacturer, who sent out an engineer and the fault was rectified. He also told me there was a leak on a radiator which was causing a pressure drop. This radiator was replaced and the system now works fine. I was also informed by British Gas, on the first service, that "a not to current standards" situation was on my appliance but that it was safe. This would involve an upgrade payment which I would not pay. The service was carried out in March 2017. In2018 the service cost increased by 15.5%. When I complained about this they could not justify the large increase to me. Based on the first service being free and my direct debit starting straight afterwards, I assumed that my 2018 service (which has not taken place) was paid for only to be told by British Gas that the first service was when the boiler was installed!!! Needless to say I have cancelled my service agreement and no longer wish to be associated with this shambolic company. I still believe money is owed me and will pursue this.”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,141 reviews