British Gas Reviews

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

1.2 Rating 3,254 Reviews

5 %

of reviewers recommend British Gas

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1.2

Based on 3,254 reviews

Customer Service
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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I suggest that anyone taking out a Home Care agreement be aware of this as when you pay insurance you do not expect to be charged more in excess for any claim than the repair actually cost! We have been Home Care customers for a few years. Recently we had need to call them out as we awoke to a large water stain on our living room ceiling and wall. This was directly below the bathroom so I went to investigate. When I moved a storage cupboard we have in the on of the tiles fell off revealing damp and mouldy plasterboard. This was on the boxing around the pipework for the toilet. It was that damp that you could easily put your finger through it. As I could not see the pipework as it went into the wall I called British Gas Home Care. I will be fair to them, they did give an appointment that day. The engineer came, looked at the toilet and found a bolt needed tightening on the freshwater inlet as it had a slight leak. This took him 2 minutes. I asked about the pipework in the wall and showed him the damp and mouldy plasterboard, also explaining about the patch downstairs. He advised that all internal pipework would be fine as it would be plastic. He told me to wait a few week for the plaster to dry and then stick the tile back on. I asked again if he should check it and he advised that there was no need to. He was in the house for 3-4 minutes as the most and all he did was tighten a bolt. Today I have received an invoice for £60 excess, now I accept that I have an excess of £60 on the plan but I doubt the job cost £60 so I rang British Gas to query this amount. I am not trying to get away with paying it and I fully expect that if the job cost £60.01 I would pay the first £60 of this. What I also expected was that if the job was less than £60 I would only pay the actual amount of the job. For example if the job cost £40 I would pay £40. This is not the case I still have to pay the full £60. British Gas advised that even if the repair cost £5.00 I would pay the full £60.00 excess. I tried to explain then that this is a bit of a scam as not only are they taking my £20.00 a month for the insurance but they are then making money on a repair that I have made. So in this instance my insurance was of no use as I had paid more in excess than what the repair cost British Gas. The would not accept this and just advised that even though the engineer was on site for a few minutes and he only tightened a bolt, not using any parts it is still a repair and as such I need to pay the £60.00 excess. I asked to speak to a manager and when the colleague came back to the phone he advised that someone would cal me back before 6pm. I advised that I was at work as 4pm so would wait, it was around 3pm at this point. He went to get a different manager and then came back advising that this one would call me back before 5:30pm. Again I advised that I was at work from 4pm but he advised that we are only doing call backs for complaints as we are busy and they needed to deal with customers issues. I challenged this as they had not dealt with my issue yet as I was being told I had to wait for upto 2.5 hours for a call back. Colleague at one point advised "the managers are busy and have other things to do rather than speak to you". Suffice to say I got nowhere on this call. I did receive the call back later on but only got told the same. At one point it was said that the terms and conditions stated that I would pay the first £60 of any claim. I advised that I accept this but if the claim did not come to £60 surely I should only pay the amount up to this. No one seemed to understand the point I was making. The long and short of this is that I will end up paying the £60 excess although it is leaving a bitter taste that I am paying more in excess than the repair would have cost. I will not be renewing with them next based on this experience so far. I suggest that anyone taking out a Home Care agreement be aware of this as when you pay insurance you do not expect to be charged more in excess for any claim than the repair actually cost!”

Helpful Report

Posted 6 years ago

“People should be aware British Gas use self employed contractors to fit systems and they are not always British Gas own employed engineers. I had the bad experience of having a contractor fit my central heating system and while doing so he flooded my lounge ceiling which had to be replaced. This caused a lot of stress and upheaval. The British Gas advert leads us to believe all engineers are employed directly by British Gas which is misleading.”

Helpful Report

Posted 6 years ago

“I moved into a new property and was put into debt straight away and when I tried to get a refund it cost me £50 on 20 phone calls being put on hold and lied to by staff and sent to and from my local store 5 times and still didn't get any joy with them I'm switching today. Don't accept BRITISH GAS even know what their doing. Everyone gives you a different answer to the same question.”

Helpful Report

Posted 6 years ago

“We have had British Gas Homecare for 6 years and we haven't had a call out for over 3 years. Now we have a problem with boiler failure, the fan on top of the boiler has burnt out therefore we have no heating or hot water. We have been told that the earliest we can have an engineer visit is 10 days time as we could use our immersion heater for hot water however we have since found this does not work either. On telling them this was not acceptable we were told that we could get another Company to fix the problem and that they would contribute £199 towards the cost. We were also offered £50 towards the purchase of fan heaters. Why bother paying for Homecare in the first place??? We also explained that we had elderly parents aged 92 and 94 due to visit for 4 days ,but in the eyes of British Gas this did not count. We are also pensioners and find this unacceptable service from a national company therefore we will be looking for a more efficient supplier.”

Helpful Report

Posted 6 years ago

“Signed up for British Gas Homecare. Tried using online website to book annual service. Website has been down for a week. Tried calling yesterday at 5.05pm, office closed. Called today, had to wait for 32 minutes to speak to correct team, to be told earliest service date for my boiler is 13th January, it's 22nd October. Ridiculous!”

Helpful Report

Posted 6 years ago

“British gas home care, I have home care insurance with British gas, I booked appointment for boiler service first time, engineer missed appointment to come I booked again for boiler service, engineer missed appointment for second time also I tried to call them they didn't lift the phone for 30 mins, , British gas home care is the worst , i would say less than one rating. British gas service is not at all good, Previously also i have similar experience with British gas to replace electric meter with no meter display, they taken 1 year to fix, i really didn't understand this much bad service in UK. Its strange how people are still using it.”

Helpful Report

Posted 6 years ago

“Paying over 550 pounds a year no heating no hot water only to be told have to wait 3 days to get it fixed”

Helpful Report

Posted 6 years ago

“Have a Home Care plan on my home and a rented flat. I never had an issue with my home cover. Booked in the flat for a boiler safety check weeks in advance for between 8am and 6pm. Got a text message to say the engineer was on his way and I could track where he was. The time to arrival went from 5 minutes upto 25 minutes. He was actually driving away from me!!!! Couldn't get through on the phone...what an appalling service. Finally managed to have a open up a chat with customer service who said he was called to an emergency and wouldn't be carrying out the service today. Why have all the fancy tracking facilities if the engineer can't even be bothered to text or call me to say he won't be able to make it. Such a simple thing to do. I have cancelled both of my policies and will try another company. I do not see any responses from British Gas so I am assuming they don't care!!”

Helpful Report

Posted 6 years ago

“BEWARE POLICY EXCESS AMOUNT OF £60 IS FOR EACH 'UNRELATED REPAIR'. IF YOUR BOILER BREAKS DOWN AND THE ENGINEER DEEMS THE BREAKDOWN TO BE 4 'UNRELATED FAULTS' BRITISH GAS WILL CHARGE YOU £240 (£60 EXCESS X 4 'UNRELATED FAULTS') I COMPLAINED AND WAS TOLD 'IT IS NOT THE ENGINEERS JOB TO EXPLAIN YOU WILL BE CHARGED FOR EACH 'UNRELATED FAULT' TERMS & CONDITIONS WERE QUOTED AT ME. THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED AND TOTAL LACK OF RESPECT FOR A CLIENT. BEWARE!”

Helpful Report

Posted 6 years ago

“First phoned waited half hour before actual person answered,problem with washing machine,engineer to call in three weeks,after complaining reduced to two,engineer says machine requires new part,new date for engineer calling,wait in all day no engineer,no phone call,no apology,back to company,almost three quarters of an hour before response by actual person someone will get back to me that was 5 days ago,still waiting,this company is bad news,beware”

Helpful Report

Posted 6 years ago

“Disgusting greedy incompetent company.Worst ever.CAncelled a home care visit.Never worked.Cost a fortune to call customer services which doesn't exist.Just automated service.What a dis grace.Not only.one by looks of other reviews.Get your act together.God help people who work there.Take notice of Labour negative feedback.Surely other compAnies better than this shambles”

Helpful Report

Posted 6 years ago

“I just can't understand how they manage to stay in business ! I complained and received an answer saying that 'the matter had been resolved' but it hasn't. I can only pay my account from my home telephone, not another as it links the phone number to the account. I think this is really bad, why can't I just type in my account number ? The new system. it offers no flexibility and there is no-one to talk to. I am now moving house and there is a 30 minute wait for someone to talk to (according to the automated voice) . Yes, and I'm paying for the call !!! I was given an option to give my telephone number for them to call me, but when would this be ? They should be faster than this.”

Helpful Report

Posted 6 years ago

“AVOID British Gas is the worst company I have ever dealt with. I have been on their homecare annual boiler service for the past two years and they have canceled on me at last minutes twice and above that, they have charged me extra without my knowledge, as their direct debit has gone up. their staff are very rude and unhelpful. I have canceled my DD with them after two years without having my boiler serviced at all. I don't wish to pay them for incompetence anymore! I run my own business and this is not how to treat clients. Avoid them at all costs. no wonder they are losing so many accounts!s1”

Helpful Report

Posted 6 years ago

“Lied to us about work affecting water pressure. Shower is now unusable! We were told over and over this wouldn’t happen. Also ran ugly pipes up the wall of our bedroom and did not make clear this was necessary. Awful.”

Helpful Report

Posted 6 years ago

“Every time a tenant moves out and we have to phone for new cards Getting though to British Gas is absolutely horrendous waited 45 min then got cut off then got though 30 min later to a Indian call center put me though to the wrong department nearly two hours later sorted it out”

Helpful Report

Posted 6 years ago

“Bad company, thieves, they come after you after years to try and steal from you. If you are their customer please ensure you keep Truck of records of up 6 yrs because they can come after you any time to claim for money that you don’t owe them. Poor customer services, I left British Gas almost 4 yrs ago I’m with a different company. I’m happy. At last peace of mind. I don’t have to pay £800 gas and electricity bills. After 4 yrs of leaving British Gas company, I had to trace back almost 4 yrs records of bank statements to prove to them that i have paid the bill the were chasing me for. I took boiler insurance with them they collected my money and after a couple of yrs something went wrong with my boiler, they couldn’t fix my boiler. They said they didn’t install the boiler so therefore, they won’t fix it. They left me with unfixed boiler in cold. Winter. So please guys don’t take their boiler insurance. I will never go back to British Gas again never. I had a very bad experience”

Helpful Report

Posted 6 years ago

“Do not use this company if you are a Landlord or probably for any other reason, as there customer service is absolutely appauing. Waiting on my invoices for jobs completed months ago, spending hours on the phone, with false promises that they will email me my invoices and landlord certificate. Stay away.”

Helpful Report

Posted 7 years ago

“Good but not the best. Wish i hadn't swapped”

Helpful Report

Posted 7 years ago

“Completed on my property which has pre-payment meters installed. Received conflicting advice about a credit check which I was told I needed in order to switch to credit meters. Initially I was told to wait 28 days and supply my addresses for the past 3 years. The next day I was told that I could do it there and then. It was done automatically and I failed. I have an excellent credit rating with Experian and passed a credit check to get the mortgage to purchase the house. I'm guessing that I may have failed because I have only just registered on the electoral roll at my new address - who knows because they did not give an explanation. God knows what my credit rating will be now! I feel sorry for the staff who just read everything from scripts. I am switching to another company having read the reviews on here, and hope I can escape BG in the nect 3 weeks”

Helpful Report

Posted 7 years ago

“Me and partner moved into our flat year ago we were paying monthly till they decided to swap us to prepayment meter after we fell behind. Long story short we've put on 52 pound today and have no electric or emergency credit been on hold with them for 25 mins! Taking money of us every week!”

Helpful Report

Posted 7 years ago

British Gas is rated 1.2 based on 3,254 reviews