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All round excellent service. Our boiler developed a problem over the weekend, went online and found the cover package. Was able to book an engineer for a Monday. BG kept us informed of when the engineer would arrive. He was very professional and skilled. Fixed in an hour or so. Gave some good follow up advice. Fantastic, top marks for British Gas!
Answered phone quickly when rang up gas repairs ,sorted out any queries.
Gas engineer was Excellent ,such a lovely efficient young man,checked everything very thoroughly with great care,found the problem ,sorted it out .
So wonderful to have heating &hot water working , especially in this cold weathet
Took out an annual maintenance contract with British Gas just before Christmas. Last two visits from our local gas company (private) has been expensive and less than informative.
We now have safety information that we we're aware of and which turns out to be extremely important too. Turns out the last two visits and the installation of our boiler in 2021 was poorly installed. Possibly leading to bad flooding if the current boiler goes faulty.
We are intending to follow up with this information and make our boiler safer.
Thanks British Gas. 😉
🌟🌟🌟🌟🌟 **Five-Star Service with a Smile!**
I recently had the pleasure of having Paul from Chadwell Heath visit to fix three radiators that were giving me trouble. Not only did he sort out the issue in no time at all, but he also managed to solve my Rubik’s Cube while at it! talk about multi-talented!
Paul has an infectious personality that brightened up the whole day. His positive energy and professional expertise are a credit to British Gas. If all engineers were like him, every home visit would be something to look forward to.
Thank you, Paul, for going above and beyond, you’re a true star! British Gas, you’ve got a gem in your team!
At British Gas we’ve been looking after the homes of Britain for years – heating kitchens, lighting lamps and much more. And from our earliest beginnings we’ve had one aim in mind: to serve British homes and businesses, and find new ways to make life at home better and run more smoothly. This is why British Gas is the UK’s leading energy supplier, serving around 11 million homes. We also provide a comprehensive range of services including boiler installation, servicing of electrical systems, appliances and plumbing and drains. Visit our website for more information.
The Causeway, TW18 3BF, Staines-upon-Thames, United Kingdom
Excellent service by a competent engineer within a short time.
Keep it up. Thank you.
Date of experience: December 30, 2024
My previous year’s maintenance contract agreement cost me £245. The renewal price was £355 - an increase of 45%.
I was informed that the price increase was due to me calling out an engineer once during the past twelve months. This is the first time that I had ever called an engineer in all the years I have been with B Gas. I telephoned B Gas and informed that I only called the engineer because the annual service (which is included in the contract) had not resolved an issue. The agent I spoke to said that if I was a new customer, the price would be £450. However, given the circumstances, they would offer me a discounted price of £301.75 - which was still a 23% increase on the previous year. I felt as if I was being penalised for calling out the engineer. Having the maintenance contract is supposed to provide peace of mind should anything go wrong. However, when an engineer is called to resolve an issue, the customer is penalised. How is this fair? I had no option but to accept. However, I will be checking other companies that provide homecare maintenance contract. Loyalty means nothing
Date of experience: December 21, 2024
Engineer was top notch but had to wait 6 days. With no heating
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Jamie
Despite being a customer for around eight months my gas readings are still estimated from my smart meter. I have attempted to submit correct readings several times and even via the chat, yet still the gas reading is not up to date.
Date of experience: December 25, 2024
Fast efficient service from British Gas
Appointment booked and my boiler was repaired and serviced within 3 hours.
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Zarah
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Jamie
British Gas has previously put my account under the wrong address. I contacted them to fix it, it took four months of numerous over one hour phone calls and text correspondence, for them to still not be able to solve the problem. It was so bad I had to switch to a different supplier (Who I would like to add did it in one day). Even after that they haven’t refund my money, and would even send me billing notices. Thank God I cancelled my direct debit with them or else there will be hell to pay. I don’t know what is worse, their incompetence or the fact that their staff continuously assured officially that the problem was solved, for nothing to be done. Here’s to hoping the issue get solved this new year.
Date of experience: December 31, 2024
Easy to book appointment.
Engineer arrived within the timeframe given,
Called before arriving,
Engineer, polite, efficient, kept me informed, tidy.
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Jamie
The advisor from British Gas was very knowledgeable and advised us the best option for our heating needs. He was very sincere and helpful. Very pleased with his service.
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Zarah
Very quick response from British Gas. Engineer very professional and courteous.
Date of experience: December 30, 2024
Reply from British Gas
Hi Sharon Gilbert, I’m really pleased that we’ve met your expectations & more.
Thanks so much for letting us know & of course for the 5 stars.
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thanks ^Wayne
A really thorough check of my boiler and ch system, prompt clean polite, as good as it could be. Thanks.
Date of experience: December 12, 2024
Reply from British Gas
What a wonderful review!
Thanks so much for taking time out of your day to write this – we really do appreciate it :)
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thanks again, ^Wayne
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Zarah
Great customer services and advise from Benjamin. Troubleshooted and proposed the repair. Wasn’t too much trouble and wanted to make sure job was done thoroughly and correctly.
Date of experience: December 30, 2024
Reply from British Gas
That's lovely to hear Simon Walker!
Thank you for taking time out of your day to share your amazing feedback with us :)
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 ^Wayne
DO NOT USE THIS COMPANY
We paid three times the market price to have an EICR certificate completed on December 9th, 2024. However, it has now been over 10 days as outlined in their policy, and we still have not received the certificate. Despite multiple follow-ups with British Gas via phone and email, there has been no progress.
British Gas charges £849 for an EICR report, promising to issue the certificate within 10 days. Following this, they require booking a quotation engineer to provide a quote based on the report and then scheduling another engineer to address any identified issues. This process is unnecessarily lengthy and inefficient.
I filed an official complaint with British Gas (Reference: 1702806189), but no one from their complaints team has contacted me. I have also sent several emails to the landlords' team, but they have failed to respond or make any attempt to provide the certificate. As a result, I’ve had to hire a local electrician to complete the report again, as British Gas continues to delay.
This is a legal requirement for all landlords, and these appointments need to have a quick turnaround. The way British Gas has handled this is utterly unacceptable.
For such a large organization, this level of service is shocking and disgraceful. I am now demanding a full refund immediately.
Date of experience: December 09, 2024
Date of experience: December 27, 2024
Reply from British Gas
Hey George Warburton, thanks for taking the time to share your recent experience with us today.
It’s always good to see when things have gone well, and if you're happy, we're happy!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 ^Wayne
Excellent service always on time very helpful
Date of experience: December 30, 2024
Reply from British Gas
Hi, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Zarah
Great service from British gas...definitely a 5 star rating for work carried out
Date of experience: December 30, 2024
Reply from British Gas
Ah this is so great to hear!
Thank you very much for the 5 star review and for taking your time to share this with us - it's really appreciated!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 ^Wayne
So where do I start with this well known reputable well developed Company?
I recently joined British Gas in mid August as my supplier for gas and electricity and even Pay extra for the care package And I’ve had nothing but trouble with their products and their engineers so At the start of September say the 6th or something I started having issues with my newly fitted electricity meter. I made contact to the British Gas customer support team for them to say on the phone they would have to look into it and they would contact me back to let me know the outcome as they may be able to rectify remotely. on November 8th 2024 without hearing anything back I contacted British gas customer support again to be informed that there was an issue with my electricity meter and it would require a site visit as it was showing as faulty. The closest date that was available to me was the 27th of December 2024 so I raised a complaint that I had been waiting since the start of September for this issue to be resolved with my new product. I waited at the property all day!! For the engineer, not too show And not to contact to inform me they would be unable to make it to the call therefore on the 28th I waited agin all day at the property thinking it may get picked up the following day unfortunately not so 29th of December I contacted British Gas’s again to find out why He hadn’t attended the callout to be given a lot of excuses and misinformation. They rescheduled the date Monday, the 30th of December between 1 and 5 pm so I waited in all day again for the engineer unfortunately the engineer contacted me at 3:40 pm To inform me he would be unable to make it as the office hadn’t gave him enough time to fulfil my call as I was 40 mins away from his current call and he finished at 5pm. so I re-contacted British Gas to express my concerns and dissatisfaction with this reputable large well-known firm I have added another complaint to my current complaint as they can only open one complaint at a time and I currently have updated my complaint twice. They have rescheduled a date of the 2nd of January i’m unable to leave more than one complaint and have not even heard anything from the first time I complained in November when nobody contacted me to inform me about my faulty meter so I’ve had to update my complaint three times corresponding with each call so I would not be recommending this company to anybody as for a large reputable firm. They are so disorganised unreliable and unhelpful to their customers and I am highly thinking about switching supplier. Will keep you updated with a following review.
Date of experience: December 30, 2024
Very pleasant and reassuring that boiler service was going well.
Date of experience: December 30, 2024
Reply from British Gas
This is a great review!
Many thanks for sharing it with us :)
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 ^Wayne
Excellent engineer, explained everything as he went through with the fault.
Date of experience: December 30, 2024
Reply from British Gas
Positive reviews
Hi Mel Cockram, it’s so great to see such an amazing review!
They’re always a pleasure to read & it really is appreciated - Thank you!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook, Twitter or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 ^Wayne
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