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

“For the third year running British Gas have failed to do the legally-required CP12 gas safety certificate inspection on my rental property. Apparently if you book the annual service visit online the gas safety inspection is not included - it seems you have to make a call to get this added on. But nowhere in the paperwork (I went paperless but now do not get anything via email or the online account either!) or on the website does it say anything about this "requirement". So you pay for the inspection but it does not get done, and the company does not seem able to amend its website to either tell you this or add a box for "safety inspection and certification required". The website states: "Gas Safety Certificate - What's included An inspection of your gas meter and pipework, carried out at the same time as your annual service. A safety inspection of any additional gas appliances you have selected (charged per appliance). A Gas Safety Certificate showing the outcome of the inspection and a reminder when it’s due for renewal." It also says in the full terms and conditions: "Gas Safety Certificate (CP12) This can only be purchased with a British Gas product that includes an annual service and will normally be completed at the same time as your annual service." The only reason that I have stayed a British Gas customer is because the engineers they employ in my area are really good.”

Helpful Report

Posted 7 years ago

“Absolutely the worst customer service I have ever experienced. I took out a Landlords Homecare policy and was due for an engineer to visit my property today as I have tenants moving in on Monday and I legally have to have a gas safety certificate before they can move in. The engineer didn’t turn up and when I called then they said for some reason the engineer hadn’t been booked in properly and that the only thing they could do is re-book for March! I have tow tenants that now cannot move into my flat on Monday and are going to be homeless.”

Helpful Report

Posted 7 years ago

“What a useless service, interested only in the bottom line. My boiler service included in my Homecare 400 has been postponed every year for the last four years, putting them back approximately 2 months each time. A 14 month service for your 12 month fee. Customer services should be called we always support BG no matter how awfully you have been treated. Took 3 visits to change a tap without the plumbing leaks BG. Cancelled them today. Halleluja.”

Helpful Report

Posted 7 years ago

“Had three calls out since Monday and British Gas Engineers still not fixing the problem. One of the engineers yesterday said it was the pump. When I asked him if he was going to change it he said no and said I have freed the pump up and it is working now see how it goes and it fails again then we will look at changing it. Clearly paying for a service that does not exist!”

Helpful Report

Posted 7 years ago

“British gas Homecare. Terrible, terrible service. Booked an appointment two months in advance at my parents' house. Drove 100 miles. No-one turned up. Called up, only to be told that it had been cancelled due to lots of boiler break-downs. There was no notice, no compensation, no recourse. I asked to escalate the issue, and was told it would take two months. Also, two months to get another appointment.”

Helpful Report

Posted 7 years ago

“We had an electrical fault caused by the boiler this weekend. It not only cut off the electricity and kept tripping the system but the boiler system was shorting out. Within 6 hours, two seperate engineers (one electrical and one for the boiler) came to the house, despite British Gas own booking systems being upgraded and causing issues, and resolved the issue with brilliant efficiency. The fault was not obvious but the care, attention, politeness and attitude of the engineers was superb and I cannot fault these guys.”

Helpful Report

Posted 7 years ago

“British Gas have asked us for a £90 security deposit stating that our credit score was not good enough. We have checked our credit score with Experian, the same company that British Gas use and our credit is very good to excellent. We rang and told them and they then said it was because of our past history with them! We told them that we had not been with them for over 30 years and even then there had been nothing wrong with our payments. They will not recognise that they are making a mistake - best to forget giving them our custom!,”

Helpful Report

Posted 7 years ago

“If I was able to I would give no stars. Just had British Gas put the phone down on me. We manage properties. worst service ever!! better joining local firm who will help you. Well done British Gas. Living up to your appalling reputation.”

Helpful Report

Posted 7 years ago

“We moved into a new property and after a few days the boiler started playing up. We had British Gas Homecare so called them up and told them that the boiler wasn't working and the my girlfriend who has had heart surgery needs the heating to be on during this cold period. They sent an emergency engineer over that eventually turned up at 1am. he looked at the boiler and said that he had borrowed a van and didn't really have any tools. He then carried on texting on his phone and that was it. The next day (Saturday) another engineer arrived and spent the whole day fixing!?!?! the boiler. lovely guy but the next day the boiler was on the blink again. Called BG and they made another appointment for the following day. They didn't turn up or even call us. I called them and they said we have to reschedule, no sorry or anything. I told them I had someone sick at home so they said they would send an emergency guy over. By 11pm no one had turned up so I called and they told me that there were still three jobs ahead of me and that they would not fix anything only make the boiler safe. Needless to say no one came. I now have another appointment in two days time so let's see what happens. I would not recommend BG to anyone, most of the guys they have working for them have such a heavy workload that they don't have the time to actually fix boilers and most of the time do not have the tools or the parts. Total waste of time and money!!!”

Helpful Report

Posted 7 years ago

“Being with home care. We thought we would get a better service than we did , boiler broke needed a new one this was on 18th December could not fix new one until 15th January they left us 2 little fan heaters for a three bed house in which one broke after 2days after quoting us £3,500 for new boiler shopped around the company we went with in the end came with in less than a week and was quoted less than half British gas was charging. On new years day our electric packed up have home care service with British gas on this to could not come out until the Wednesday so now not only no boiler but no electric to use fans,most appalling device will be cancelling all tie's with BRITISH GAS”

Helpful Report

Posted 7 years ago

“broken boiler and leaking radiator”

Helpful Report

Posted 7 years ago

“My standing charge was billed twice, I am charged for R1, R2 and R3 but they say I am on Single Rate”

Helpful Report

Posted 7 years ago

“Billing was pathetics, I was charged for R1, R2 and R3 and Standing charge twice. Even after calling them for 1 year, no body is able to resolve the issue”

Helpful Report

Posted 7 years ago

“I have paid for the full landlord 400 cover for the last 4 years expecting a reasonably fast response to the need for heating in bad weather but when the boiler stopped working on the 16th December and temperatures of -2 we spent hours trying to get through, the first appointment was a week later but the day before they cancelled and wanted to re-book for the 9th of January! 25days after the first call. I got a private engineer in the following day. Thanks BG.”

Helpful Report

Posted 7 years ago

“Horrible service. I have received letter from British gas for to book annual service. I had called British gas customer service and booked annual service on 3rd Aug. 2017. When engineer starts to the service, British gas engineer has been given over air pressure with pedal pump, then the small cylinder is blasted, I am witnessed for that. After that he hasn’t allowed anyone to watching him. Next day he has replaced with new one. 9th Aug.2017 I have received letter from British gas they are cancelled my home care agreement. Reason is showing, “no longer meets Gas safety or Building Regulations”. Previous Boiler service history was showing, same company (British gas) was serviced on 9th Sept. 2016. Then I was send letter and previous service history to British gas complaint team on 24th October 2017 and asking refund, British gas deducted money from my account £119.00. 9 weeks now, British gas not respond yet. No recommend”

Helpful Report

Posted 7 years ago

“what a joke we were told an engineer will call between 8am and 6 so the wife took the day off no one turned up then told someone will be there between 18.00 and 2200 no one turned up then just been told someone will be here before 23.00 i pay this service as we have 4 children and want peace of mind. I am cancelling this and going with someone else worst customer service i have encountered.”

Helpful Report

Posted 7 years ago

“Missed two appointments. Allocated the wrong sill engineer, we are LPG. Couldn’t find the house, we are on a main road and couldn’t call. The dialogue on web chat was full of blocking tactics, Extraordinary conversation”

Helpful Report

Posted 7 years ago

“Been waiting days for Gas engineer, now been told it could be anytime before 7am tomorrow. Means staying up all night waiting, what a shambles. Not worth paying for emergency cover”

Helpful Report

Posted 7 years ago

“Appalling service an engineer came day one spent a couple of hours and told us we needed a part....having ordered said part came back the following day.....he spent approx another couple of hours only to tell us it was the wrong part. He came by once again the next following day spent another few hours only to tell us that it’s best that the manufactures engineers come out! All this time we are freezing with no heating, hot water for 3 days, on top of that fact I am going into hospital for surgery tomorrow! A Micky mouse outfit....don’t waste your money!!!!!!!!”

Helpful Report

Posted 7 years ago

“Never fixed a thing and engineers often never arrive at pre booked appointments Avoid BG Homecare 4, better off getting work done privately as is st least done when you ask”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,141 reviews