Contact British Gas Customer Service

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Customer Service Hours

Open

DaysOpenClosed
Monday08:0020:00
Tuesday08:0020:00
Wednesday08:0020:00
Thursday08:0020:00
Friday08:0020:00
Saturday08:0018:00

 
British Gas UK is an energy and home services provider.  They are serving around 12 million of UK households and is one of the biggest UK energy suppliers that belongs to the Big Six. It was established in 1997 as a subsidiary of Centrica. Their products and services include; gas, electricity, plumbing and drains, Boilers and central heating, home appliances services and renewable energy.

British Gas Homecare Service

This help you repairs your gas controls and boilers. This includes your programmer and thermostat.

Accidental Damages

An annual service of your boiler to ensure that it is functioning efficiently and safe.

1000 access to your boilers to repair it

They don’t repair showers. They don’t repair the central heating system that includes radiators. Don’t includes faults that has been caused by someone else that you have used for repairs.

Also include; unlimited call outs yearly, parts and labor, and over 6,500 engineers ready to help, 24 -hour customer help.

b. Home Care Two

Annual service of the central heating system to ensure that it is functioning safe and efficient. It repairs the gas central heating system, including controls, radiators, boilers and hot water cylinder. Does not repair showers. Faults caused by someone else, and removing of scale or the damage it causes. Also include; unlimited call outs yearly, parts and labor, and over 6,500 engineers ready to help, 24-hour customer assistance.

c. Home Care Three

Annual service of the central heating system to ensure that it is functioning safe and efficient. Repairs the gas central heating system, including controls, radiators, boilers and hot water cylinder. Repairs leaking cold and hot water pipes and pipe’s water supply limited in your property. Repairing the drains and waste pipes to re-establish flow. Does not include shower and their parts. Faults caused by someone else, and also include; unlimited call outs yearly, parts and labor, and over 6,500 engineers ready to help, 24-hour customer assistance.

d. Home Care Four

Annual service of the central heating system to ensure that it is functioning safe and efficient. Repairs the gas central heating system, including controls, radiators, boilers and hot water cylinder. Repairs leaking cold and hot water pipes and pipe’s water supply limited in your property. Repairs the electrical wirings and equipments in outbuildings and your home. Repairing the drains and waste pipes to re-establish flow. Does not include shower and their parts. Faults caused by someone else, and also include; unlimited call outs yearly, parts and labor, and over 6,500 engineers ready to help, 24-hour customer assistance.

2. One-off Repairs

a. One-off Boiler Repair

If you want a fixed repair to get your boiler work again, they will repair it including the ongoing cover for the controls, boiler and central heating system. The boiler repair is £99 + £22 per month with £0 excess.

b.  One-off plumbing and drains repair

Drain repairs from £90.00 including VAT. Includes drain repairs and plumbing. Emergency plumbing repairs from £104.50 including VAT. 24 hour drain repairs and plumbing. Leaks, burst pipes and water supply repairs. All work is guaranteed high quality.

I have a Pay As You Go Meter but I want to switch to a Credit Meter, can I?

Normally if you do not owe British Gas any money and you are already on a Pay As You Go meter, you should be able to switch to a credit meter. However, you may have to have a check of your credit history before you are approved for this kind of meter.

The best way to find out if you qualify for this is to call British Gas customer services directly so that they can review your account and process a credit check before transferring you to a credit meter in place of your current meter.

I have a meter and I need to top it up / add money to it, how do I do that?

There are several different places that you can use to top up your meter, including the Post Office as one of the most common ones, and a British Gas PayPoint as well. You may need to top up by a minimum of 1 GBP each time you add money to your meter, and you also may not be allowed to add money that isn’t in multiples of 1 GBP, so for instance you would be able to add 20GBP, or 21 GBP, but not 20.50 GBP.

If you need to find your nearest British Gas Paypoint you can find the information on the company’s website or by calling the British Gas contact number above. The nearest Post Office can be found online.

It’s my first time topping up my meter, what do I do?

For your first time adding money (topping up) your gas meter, you may need to do some preliminary steps to active your account. You should follow British Gas’s guidance, which indicates that you may need to insert your key card into your meter for a minute or more to activate it. After this you can top up your account at your local Post Office or Paypoint. You then put your card back in and it should automatically add the money to your meter, so you won’t have to do anything else after this step. If you are experiencing issues than call the British Gas number on this page.

Where is my nearest PayPoint?

There are many different PayPoints that can be used outside of the Post Office. Most of these include places like petrol stations and garages, small newsagents and corner shops, and larger supermarkets or grocery stores. You may wish to ask some local shops if they offer this service so you know for next time, or research online where the nearest PayPoint is to save your time and effort.

If you don’t know where to look or can’t find one, then you might want to try your nearest Post Office as they are located more readily in rural areas or call the British Gas phone number.

I think my meter is broken, what should I do?

If your British Gas meter is damaged you may want to call the British Gas customer service number so they can send an engineer to take a look and help you fix it. To do so, you’ll need to get in contact with British Gas, probably over the phone, and arrange at your earliest convenience for someone to come and take a look. It’s worth noting that British Gas state that if there is any smoke, sparks, or burning coming from your meter than you should call the fire brigade and turn off all of your appliances then call the British Gas helpline after they have deemed it safe.

My meter reading hasn’t changed, what should I do?

If your meter isn’t changing with usage, or it’s even going backwards, then there may be a problem with it. The best thing to do in this situation is to get in touch with British Gas and let them know about the problem. You may wish to call them to ensure you’re only paying for what you used. There’s always the chance that your meter is incorrectly charging your gas usage, which is a situation you’ll want to get fixed as soon as possible. If your meter is displaying an error message, it’s worth looking up the error code online or contact British Gas customer service directly.

I need a new British Gas payment card, where do I get one?

It’s very easy to order a new payment card, you can get one for free by going online and filling in their form. You can also call to order one. British Gas may charge you up to 5 GBP for a new card which they may add to your next bill. If you don’t have an online account with British Gas then you need to sign up for one to apply for a new card.

If it’s been more than 10 working days and you haven’t received your card, you should probably call the British Gas telephone number or contact them by email.

Can I give British Gas a meter reading online?

Yes, it’s possible for you to submit your meter reading online even if you don’t have an online account. All you need to do is go to the British Gas website and access the ‘submit a meter reading’ tab. It’s worth noting that if you have a new Smart Meter then you aren’t required to submit meter readings, as these are collected automatically, thus simplifying the process.

If you don’t have an online account, you should see a tab labelled ‘not online yet?’ Access this tab and fill in the details, including your customer reference number. Following this, you should be able to submit your meter reading on the British Gas website. You will get a confirmation email and a confirmation message too to verify that your reading was submitted successfully. If you are still having difficulties you can call the British Gas homecare contact number and talk to a customer service representative.

I am looking at my bill and have found a standing charge, what does that mean?

This refers to a fixed charge that will be added to your energy bill (including electricity and gas) every day. The way that a standing charge works is that you will be charged a certain amount for every single unit of energy that you use, and then a fixed charge will be added too. Whether you will have a standing charge or not depends on the energy tariff that you’re on, but it is a fairly normal way for an energy supplier like British Gas to help cover their non-variable costs, like keeping the supply network maintained.

I want to reduce my bill, how can I make it cheaper?

The first thing that you can do is find out what energy you are using and how you can cut it down. For instance, are there any appliances you keep running on standby, do you leave lights on, or do you boil too much water when you use a kettle? All of these minor issues can lead to big changes when they build up over time.

The second thing that you can do to help reduce your energy bill is ensure that you are on the correct energy tariff. To do this you should always ensure that you use the tariff checker that British Gas provide on their website, or discuss with a customer service agent to make sure that you aren’t on a tariff that is unsuitable for your energy needs.

I want to work out how much my bill will be, can I do that?

Yes, you should be able to work out how much your bill will be before you receive it, although it may be an approximate calculation. Bear in mind that most of the services offered by British Gas now included a fixed rate, which you can learn more about above, and a single unit rate which is based on how much energy you use. You will always pay the fixed rate even if you’re not using any energy, so you can use that, plus an estimate of how much energy you plan to use or usually use to work out approximately how much your bill will be. Remember that this depends on which tariff you are on.
How does British Gas work out my energy bill?

This will be based on the fixed charge that is part of your tariff, and your energy use, and the rate that you pay for each unit of energy that you consume. So while one aspect of your bill will not change from month to month (the fixed part) the rest of the bill is variable and charged on the amount of energy units that you use in your home. The fixed part of the charge varies depending on what tariff you are on as a customer. To find out more speak to British Gas about your tariff or you may wish to use their online tariff checker.

I can smell gas, what should I do?

If you can smell gas then it is an emergency situation. You should endeavour to call British Gas’ emergency line as soon as possible and report the situation and await for help to arrive. In the meantime you may want to try and ventilate the area by opening as many doors as possible, as well as windows. It is extremely important, and British Gas advise, that you do not turn on any electrical appliances or turn off any electrical appliances, and that you ensure there are no naked flames, burners on, or any source of ignition being used.

I think that my gas or electricity is being stolen, what should I do?

Unfortunately there may be cases where energy is stolen from others. In this situation you may wish to speak to an agent directly who can guide you through the process that you will need to follow to resolve this issue. It’s important to get advice on this issue when it arises so you can solve it as quickly as possible.

I think my boiler is broken down / my energy system is broken down. How can I get it fixed?

To do this you may need to book an appointment with an engineer to come from British Gas. The best way to book an appointment could be to contact British Gas and receive advice from one of their engineers. Depending on the services you use from British Gas, the parts and effort expended in fixing the problem may be covered by the company, but you’ll need to seek personal advice. If you pay for the Homecare service then make sure to call the British Gas Homecare number.

I can’t afford to pay my British Gas bill, is there anything that I can do?

There are steps that you can take if you’re having trouble paying a gas bill or energy bill from British Gas. The staff at British Gas have a customer service team and offer some solutions to help remedy this situation, for instance offering smaller instalments of bill paying, changing your product to a different tariff, or substituting your fixed monthly bill to a pay-as-you-go meter without any additional charge. If you’re having trouble paying your bill you may wish to get in contact with British Gas’ customer service team when you have an opportunity to do so.

Can I pay my bill by Direct Debit and how do I set it up?

Yes, you may choose to pay with a fixed direct debit which comes out of your account every month, or alternatively you may use a variable direct debit which is based on submitting readings from an electricity meter every month. You can also opt to pay every 3 months (quarterly) based on a meter reading. The best way to set this up is to gather your details, including your payment information and bank account information, and a recent meter reading, and then talk to a representative of British Gas directly.