British Gas Review (August 2026)
Overview
British Gas receives strong Trustpilot feedback and offers a highly rated app, but low scores from Citizens Advice and Which? suggest a mixed customer experience.
Who are British Gas?
British Gas is one of the UK's oldest and largest domestic energy suppliers. It is part of the Centrica Group. The company supplies gas and electricity to households across the country.
A key feature of its service is the PeakSave scheme, which gives customers half-price electricity on Sundays for shifting their energy use to off-peak times. It also offers boiler cover, home care plans, and smart home technology through its Hive brand.
Products & services
- Gas and electricity
- standard and fixed-term energy tariffs
- Boiler cover and home care
- maintenance plans for heating and plumbing
- Hive smart home technology
- smart thermostats and energy management devices
Awards & recognition
- ✓Best Overall Improvement — Uswitch Energy Awards 2025
Use our referral link, and we'll both get £50 credit once your switch is complete.
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Prices
These are the tariffs we have pricing for — the supplier may offer others.
At £1,745 a year, the Cap Tracker Plus Sep27 v1 is the cheapest variable tariff available from British Gas in this comparison. It operates without a fixed term but includes a £50 exit fee.
For those seeking a fixed rate, the Fix and Fall Aug28 v2 costs £1,834 annually. This option requires a 24-month commitment and carries a £150 exit fee.
Tariff details
This supplier's full tariff range
British Gas offers a range of energy deals, including standard variable options, fixed-term contracts, and specialist tariffs for electric vehicle drivers.
Customer reviews
On Trustpilot, British Gas holds a 4.4 rating across more than 350,000 reviews. Approximately 65% of these award five stars, while 20% give one star. Feedback frequently highlights polite staff and efficient repairs, with billing and problem resolution emerging as common themes.
The supplier's performance in the annual Which? survey presents a different picture, resulting in an overall score of 59. It received 2 out of 5 for both customer service and value for money, alongside 5 out of 15 for complaints handling. While it scored 3 out of 10 for smart meters, it performed better in supporting vulnerable customers, achieving 8 out of 10.
App experience
The British Gas iOS app holds a 4.5 rating from 13,000 users, while the Android version scores 4.1 across 13,409 Play Store reviews. Data indicates the Android app receives frequent updates and has surpassed one million installs, whereas the iOS version shows less recent update activity.
Recent updates have introduced features such as Emergency Credit tracking for pre-payment customers. However, a recent sample of iOS feedback—averaging 2 stars—points to slow loading times, fragmented login screens, and missing smart meter usage data.
Service and support
Citizens Advice awards British Gas a score of 2.61 out of 5, placing it 13th in their rankings. On average, customers wait 51 seconds to connect with the call centre, and the supplier responds to 98% of emails within two days.
British Gas maintains formal vulnerability commitments registered with Citizens Advice. It accepts multiple payment methods, including Direct Debit, cash, cheque, and prepayment. Telephone support is available from 8am to 6pm on weekdays and 9am to 2pm on Saturdays, remaining closed on Sundays.
Complaints and performance
In Q4 2025, British Gas received 1,158 complaints for every 100,000 customers. The supplier resolved 60.1% of these complaints by the end of the next working day. It resolved 90.7% of complaints within eight weeks.
Green energy
Centrica, British Gas's parent company, is targeting net zero by 2040. To help meet this goal, it plans to make its entire fleet of vans fully electric by 2030.
The supplier installs electric vehicle home charge points and offers smart technology to help households manage their energy use. Its PeakSave scheme encourages customers to use electricity when there is less demand on the grid and more renewable energy is available.
Based on data from Citizens Advice, the British Gas electricity fuel mix is largely nuclear, with some fossil fuel and renewables.
Our verdict
British Gas receives strong Trustpilot feedback and offers a highly rated app, but low scores from Citizens Advice and Which? suggest a mixed customer experience.
British Gas provides a broad range of energy and home services, though independent performance metrics reveal a mixed track record. Strong Trustpilot ratings and functional mobile apps contrast with lower scores from Citizens Advice and Which?, indicating potential inconsistencies in customer support.
The supplier may suit households seeking an established provider that bundles energy with home maintenance options and smart technology. However, those prioritising highly rated customer service or strong independent consumer body rankings might consider comparing alternative options.
Frequently asked questions
Who owns British Gas?
British Gas is part of the Centrica Group.
What is the cheapest tariff from British Gas?
The cheapest tariff we have pricing for is the Cap Tracker Plus Sep27 v1 variable tariff, which costs £1,745 a year.
Does British Gas charge exit fees?
Yes, exit fees apply depending on the tariff. For example, its cheapest fixed tariff carries a £150 exit fee, and its cheapest variable tariff carries a £50 exit fee.
How do customers rate British Gas?
British Gas has a Trustpilot rating of 4.4 from over 350,000 reviews. However, it holds a lower score of 59 in the annual Which? survey.
Can I manage my British Gas account on my phone?
Yes, British Gas offers apps for iOS and Android. The iOS app is rated 4.5, while the Play Store app is rated 4.1.
How long does it take British Gas to answer the phone?
According to Citizens Advice data, the average call centre wait time for British Gas is 51 seconds.
Does British Gas support vulnerable customers?
Yes, British Gas has formal vulnerability commitments registered with Citizens Advice and scores 8 out of 10 for help for those who need it in the Which? survey.
Is British Gas a good choice for energy?
British Gas offers strong app ratings and positive Trustpilot reviews, but lower scores from Citizens Advice and Which? suggest a mixed customer experience. It suits households wanting an established supplier and home maintenance options.
What changed this month
This month, British Gas's iOS app days since last update rose from 9 to 396, British Gas's iOS app updates in last 90 days fell from 3 to 0, and British Gas's cheapest tariff term fell from 24 months to 0 months. There were 13 other data changes this month — see the full changelog below for details.
Data changes this month (20)
British Gas
- Trustpilot reviews345,969 → 350,018
- iOS app days since last update9 → 396
- iOS app updates in last 90 days3 → 0
- iOS sampled negative reviews2 → 3
- Play Store rating4.0481653 → 4.0881915
- Play Store ratings count13,077 → 13,409
- Play Store days since last update14 → 9
- Play Store positive ratings %76.2 → 77.4
- Play Store negative ratings %20 → 19.1
- Play Store neutral ratings %3.7 → 3.4
- Play Store net-positive %56.2 → 58.3
- Avg social media response time55 → no longer available
- Cheapest variable tariff£1,804.81 → £1,744.71
- Cheapest fixed tariff£1,702.64 → £1,833.95
- Cheapest tariff£1,702.64 → £1,744.71
- Cheapest tariff exit fee£150 → £50
- Cheapest tariff term24 months → 0 months
- Fixed tariffs available2 → 1
- Variable tariffs available1 → 2
- Shortest fixed term14 months → 24 months
Written by
Rob Gibbs
Hi, I'm Rob, and I run Energy-Review.co.uk. I initially started this project in 2018 when I was looking to switch energy suppliers and found there wasn't a website that provided simple, data-backed reviews on all the suppliers available. Since then, I have spent a lot of time (too much, some may say!) looking at all publicly available data about each supplier and writing reviews using this information. These reviews are updated as regularly as possible, and any data is backed up by a source where necessary. I have also started writing guides on various energy-related topics, which hopefully you will find useful. If you find any issues, please use our contact form to let us know.
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