British Gas Reviews

Happy to get the boiler serviced and reported drip issue sorted quickly following the making of the appt a couple of days ago.
Engineer messages and arrival etc cannot be faulted plus was very pleasant efficient young man, all resolved quickly.

Date of experience: 03 January 2025

I wasn’t notified that my contract was due for renewal . I just got an automatic email saying the contract had been renewed. The premium had increased, again I wasn’t informed of this and the money was just taken straight out of my bank account .

Date of experience: 27 December 2024

This company are a joke. I wouldn't recommend.
A certain amount was agreed to be taken monthly, however they took an additional £14 to what they agreed. I cancelled the direct debit. They then sent me an automated email saying that my dd discount has been removed and I'll now be paying more for the gas.
Firstly. No I won't be.
Secondly. Get someone from your retention team to call me immediately.
Thirdly. You owe me a cheque of over £100 for the gas and electricity usage from my prepayment meter which I have been promised since the 21ST OF NOVEMBER 2024!!!!!!!! It still hasn't arrived.

Date of experience: 03 January 2025

I’ve been with British Gas since day one and having nothing but good things to say about the company.. efficient, helpful and reliable.

Date of experience: 04 January 2025

Thank you Nathan (British Gas) for quickly fixing our leaking gas pipe. We were very happy that you were able to dined the leak and fix it within a few hours without causes much damage to our home x

Date of experience: 03 January 2025

I got you out for a single call out so you increase my annual rate by £70? So I essentially paid you £70 for a call out? What's the point of insurance if I'm paying more than the call out rate. You ridiculous swindlers are a complete joke!!!!!

Date of experience: 04 January 2025

British Gas been charging me for someone else’s gas meter. They sent someone out to check the meter, and confirmed that the meter they are supplying, and charging me for, is connected to another flat. They still refuse to close the account and cant provide a reason. I've spent hours and hours on the phone to them and noone seems to be able to figure out how to close the account. Do they even train these people?! They just ask me once again to send a photo of the meter, for the 100th time, then promise to call back and never actually do. At my absolute whits end.

Date of experience: 03 January 2025

My account number was: A7371637 in case they claim this is not genuine review.
We were on fixed dual fuel tariff 12M v14 with monthly DD at £77.87 when started to move our supply to another address their website claimed that I can move with existing tariff to the new one which is only one mile away however, when tried to complete my move online their website redirected me to the chat. According to guy on the other side it was not possible to move us with my existing fixed tariff, what's more they can't offer me dual fuel tariff but two separate for electric and gas with total price 100% higher than in previous address. Not sure about legality of refusal to move me within my fixed tariff but even when I pay £100 exit fees still save £500 with another supplier. This is how they pocked fat bonuses in the new year and billions of profit while so many people struggle with bills.
Disgusting, Avoid!

Date of experience: 03 January 2025

My husband was the person who had set up the home care agreement. He is now in a nursing home and I wanted the agreement to be put in my name and any emails regarding the agreement to be sent to me. This proved extremely difficult and frustrating. The advisers I spoke to were always very helpful but trying to change the email address proved to be beyond their expertise. I think I can now access the account but not via the British Gas app. This still does not recognise me. I can however access my account if I don’t use the app. I had exactly the same problems sorting out my internet account and I believe it all had something to do with data protection. So I have achieved a successful result but with great difficulty.

British Gas have sent a reply apologising for my problems. They say if I wish to discuss this further I should contact them via Facebook or ‘x’. As I don’t use either of these sites this is not possible. Surely there should be a way of making contact via email.

Date of experience: 03 January 2025

Homeserve gave us excellent service when we had a blocked drain recently. We filled in the online form and a man from Dynorod was with us in about 30 minutes. He was really helpful and fixed the problem.

Date of experience: 21 December 2024

Very dissapointing. I have no heating or hot water; I am 75 with chronic disability and BG won`t come before the middle of February to install a smart meter which I need before I can get a new boiler.

Date of experience: 04 January 2025

I have been trying to sort out being able to view my electricity account on the app for a year now. When BG changed there system my electricity a/c has not been seen on the app since. This has had a knock on affect of over paying & then having to claim refunds, which guess what, takes forever! After speaking to several agents I am still in the same position not being able to see my electricity a/c on the app. On each occasion which has been at least 5 when I’ve called & had to spend forever explaining the situation all over again I have been promised a fix to this situation & a call back, not happened. To say I’m frustrated is an understatement 😡 Also after the first time of calling I asked to speak to a manager on the following four calls where I have almost been begged to give the agent a chance to fix, telling me it’s a simple fix, hilarious, I have now come to the conclusion that this must be BG policy to ignore any customer issues complaints or requests! I am now off to pay the ombudsman a visit to see if they can resolve this simple easy fix, well that’s what BG have been telling me!

Date of experience: 03 January 2025

The engineer know exactly what he was doing and it was done in no time at all he was very polite and help full .He left with everything clean and tidy as before he came ,.

Date of experience: 02 January 2025

The smart meter was fitted over 18 month ago while the electric monitor works and shows units being use the gas usages display has never worked despite repeted requests to BG nothing has been done now the appointment which being booked nearly 2 months ago they have now cancelled again.

As far as service is concerned for this issue I give them one out of ten for customer service.

Date of experience: 03 January 2025

The circus has definitely arrived with British Gas and Hive being the lead clowns and the call handler for British Gas taking the starring role. After spending considerable time on the telephone to Hive (who couldn't fix the problem with our heating) I was passed to British Gas who refused to book an engineer to come out (despite Hive saying they would) and the British Gas call handler being rude and unhelpful...the result being the Hive system is still not working.

Date of experience: 04 January 2025

Excellent service from booking the appointment to the completion of the work .All staff are professional and knowledgeable .The whole process of having my boiler serviced and having a gas safety inspection has been perfect .Thank you

Date of experience: 03 January 2025

We recently did an online quotation for a new boiler, but we're told we would need an engineer/advisor to come out and take a look to provide a quote based on some pipework issues in our house.
The advisor who came out, Mark Hancock was excellent and to be honest is the reason we chose to continue with British Gas. Such a warm, friendly and professional guy. We have no heating and hot water due to our current boiler being broken, so he left us a small heater. He was thorough with providing us all the information we needed and answered all our questions. He was also very prompt in getting back to us when we had some additional questions once he had left. If we could just score Mark, we would give 5 stars as he really was a pleasure to deal with.
The reason we have only given 3 is that we have now had our appointment date moved 2 times for the installation. First due to the online quote not going ahead and then given a new date a few days later once we accepted the advisors quote. Unfortunately we were contacted by the very unhelpful call centre on a Friday night telling us the engineer who was due to come out to install on Monday has got issues with his van breaking down and therefore they would not be able to get us the installation until the 16th (it was the 3rd when they called). This means 3 weeks with no heating or hot water, in currently minus temperatures!

Date of experience: 03 January 2025

I have been a British Gas carebplan customer for years. The annual boiler service seems to be different every time despite being on the same plan. My radiators are covered in my plan and they use to get bled and checked over on a service but the last three years they haven’t.
For the second time in 3 years I’ve had to complain about my service as the engineers were in my home no more than 5 mins and without introducing themselves. In 2024 they came back out to re service after my complaint and there was things wrong with my boiler. I was told I wouldn’t pay the excess due to it being a complaint, that was a nice gesture I thought. However my new cover has risen by £70 with the reason stated as I had repairs done at my service!!
I pay money for cover every month and they litrally look at my boiler?! Pretty disappointed and looking elsewhere for cover as loyalty doesn’t seem to get you anywhere.

Date of experience: 03 January 2025

The engineer was professional, polite and helpful, did a great job whilst on our premises, communicated effectively and helped with clearing the working area. The lady from the offices was also friendly and professional.

Date of experience: 02 January 2025

The customer assistant was very informative and explained things well. I was pleased with the reminder as I forgot to renew my cover. Also the customer assistant was very friendly in the phone

Date of experience: 02 January 2025