British Gas
British Gas Customer Services provides support for billing issues, account setup, service cancellations, and appointment requests. They also handle emergencies such as gas leaks and power outages. General support is available Monday to Friday from 08:00 to 18:00 and Saturday from 09:00 to 13:00, while emergency support is available 24/7. Common reasons for calling include setting up a new account, resolving billing discrepancies, and reporting emergencies. Wait times can be long during peak hours, especially on Mondays and Fridays. For shorter wait times, it is advisable to call mid-morning on Tuesdays or Wednesdays.
Updated 15 Dec 2025
Expected outcomes
- Resolve billing issues
- Set up new account
- Cancel services
- Request appointments
- Report emergencies
- Access account details
- Handle power outages
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account number
- Personal ID
- Service address
- Full name
- Date of birth
- Contact number
- Location of emergency
- Description of issue
Known issues
Customers often experience long wait times, particularly during peak hours on Mondays and Fridays. To avoid this, try calling mid-morning on Tuesday or Wednesday. Complaint resolution is another frequent issue, with slow follow-up and low satisfaction ratings. For faster resolution, consider escalating your complaint via web chat or submitting a written complaint. Always have your account details and personal identification ready when calling to ensure a smoother process. For emergencies, use the dedicated line and provide a clear description of the issue and location.
