British Gas Review (September 2026)
Overview
British Gas offers a highly rated app and engineering services, but low independent customer service scores mean it may not suit those who prioritise support.
Who are British Gas?
British Gas is owned by the Centrica group and is one of the UK's oldest and biggest domestic energy suppliers. It supplies gas and electricity to millions of households across the country. As well as energy, the company offers a wide range of home services and products, including boiler installations, heating cover, and smart home technology through its Hive brand.
What sets British Gas apart is its large in-house network of engineers and its PeakSave scheme. This scheme rewards smart meter customers with half-price electricity on Sundays and during specific events to help shift energy use away from busy times. It also works closely with Hive to offer smart devices, electric vehicle chargers, and solar panel installations to help customers manage their energy use. On top of this, it runs a £140 million support fund to help customers struggling with bills.
Products & services
- Gas and electricity
- standard, fixed, and smart tariffs for domestic customers
- Boiler and heating cover
- maintenance and repair services through HomeCare
- Smart home technology
- devices and installations through the Hive brand
- Green home installations
- heat pumps, solar panels, home batteries, and EV chargers
Awards & recognition
- ✓Best Overall Improvement — 2025 Uswitch Energy Awards
- ✓Uswitch Flex Accreditation — 2026 Uswitch
Use our referral link, and we'll both get £50 credit once your switch is complete.
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Prices
Prices shown cover selected tariffs; other plans may be available.
The lowest-priced option currently available from British Gas is Cap Tracker Plus Sep27 v1. This variable tariff costs £1,551 a year for a typical household and includes a £50 exit fee, despite having no fixed term.
Households seeking price certainty can opt for a fixed contract. The cheapest of these is the Fix and Boiler Bonus v14 at £1,649 a year, which locks in unit rates for a 21-month term.
Tariff details
British Gas offers a range of mainstream domestic tariffs, alongside specialist options for customers with specific energy needs. Its fixed-rate deals come with contract terms from 21 to 24 months.
Customer Reviews
British Gas maintains a Trustpilot rating of 4.5 out of 5 across 353,681 reviews. Of these, 66% award the maximum five stars, while 20% give a single star. Positive feedback frequently highlights the punctuality and efficiency of the supplier's engineering team, with customers noting that staff provide clear advice without applying sales pressure.
Conversely, negative reviews often cite long wait times, repetitive communication loops, and difficulty reaching staff who can resolve complex issues. A minority of users report missed appointments and delayed complaint handling. The supplier is highly active on the platform, typically replying within 24 hours and addressing 99% of its one-star and two-star feedback.
Independent assessments present a more critical view. In the annual Which? energy survey, British Gas achieved an overall score of 59. It received 2 out of 5 for both customer service and value for money, 3 out of 10 for smart meters, and 5 out of 15 for complaints handling. While it scored 0 out of 5 for switching, it performed notably better in the 'help for those who need it' category, scoring 8 out of 10.
Apps
The British Gas app scores 4.5 out of 5 on the App Store (14,000 ratings) and 4.2 out of 5 on the Google Play Store (13,701 ratings). The Android version, which has over one million installs, receives regular updates, including a recent feature allowing prepayment customers to monitor their emergency credit status.
Despite the high historical averages, a small sample of recent iOS reviews sits at 1.7 stars. These newer comments point to functional bugs and smart meter syncing issues following recent software updates, although the limited sample size makes it difficult to determine if this is a widespread problem.
Service & Support
According to Citizens Advice, British Gas ranks 13th among suppliers with an overall score of 2.61 out of 5. The data shows it receives 68.7 complaints per 10,000 customers. On the operational side, the average call centre wait time is 51 seconds, and the team responds to 97.9% of emails within two days.
The supplier has registered formal vulnerability commitments with Citizens Advice to support at-risk households. Customer support is available by phone from 8am to 6pm on weekdays, and 9am to 2pm on Saturdays. Account balances can be settled via Direct Debit, cash, cheque, or prepayment meters.
| Metric | British Gas |
|---|---|
| Complaints per 10,000 customers | 68.7 |
Complaints and performance
The complaint figures below use the reporting period stated in the supplied data.
Green Energy
According to Citizens Advice data from early 2026, the British Gas electricity fuel mix is largely nuclear, with some fossil fuel and renewables. The specific mix is 57% nuclear, 21% fossil fuels, 20% renewable, and 2% other. The supplier includes 100% renewable electricity on some of its specialist tariffs, such as its heat pump tariff.
To help the UK reach zero carbon emissions by 2050, British Gas focuses on green home technology. It states on its website that it sells and installs heat pumps, solar panels, home batteries, and electric vehicle chargers to help households lower their carbon footprint. Its parent group, Centrica, has set a long-term target to reach net zero by 2040. As part of this, it aims to cut its greenhouse gas emissions by 50% by 2032 and aims to have a 100% zero-emission van order book by 2030. The group also invests in sustainability programmes, such as the Energy for Tomorrow fund for grassroots sports clubs and the Get Set for Positive Energy scheme for primary schools.[1]
Verdict
British Gas offers a highly rated app and engineering services, but low independent customer service scores mean it may not suit those who prioritise support.
British Gas pairs functional digital tools with a well-regarded engineering network, but its independent customer service metrics fall behind those of leading competitors. A Citizens Advice score of 2.61 out of 5 and a Which? customer service rating of 2 out of 5 highlight ongoing challenges with complaint resolution and general support.
The supplier may suit households looking for an established provider that bundles energy with home maintenance and smart technology. However, customers who place a high priority on rapid issue resolution and strong independent service ratings might find better value by comparing alternative suppliers.
Frequently asked questions
What tariff information is available for British Gas?
The stored data contains a variable-category annual estimate of £1,551 and a fixed-tariff annual estimate of £1,649. These are estimates, not a quote.
How is British Gas rated on Trustpilot?
British Gas has a stored Trustpilot rating of 4.5 out of 5 from 353,681 reviews.
Is there Citizens Advice data for British Gas?
British Gas is ranked #13 in the stored Citizens Advice data, with a score of 2.61 out of 5.
What do British Gas complaint figures show?
The supplied Q2 2026 figure is 944 complaints per 100,000 customers.
Does British Gas have app-rating data?
iOS 4.5 out of 5 from 14,000 ratings; Google Play 4.2 out of 5 from 13,701 ratings.
What does the fuel-mix data show for British Gas?
The stored fuel-mix data reports 20% renewable electricity for January to March 2026.
Should I switch to British Gas?
Compare a current personal quote, tariff eligibility and exit fees with the service and app measures shown here before deciding.
When was this British Gas review updated?
The structured source payload is for September 2026.
What changed this month
This month, British Gas's fixed tariffs available rose from 1 to 3, British Gas's iOS sampled negative reviews rose from 0 to 3, and British Gas's play store days since last update rose from 10 to 18. There were 18 other data changes this month — see the full changelog below for details.
Data changes this month (26)
British Gas
- Trustpilot rating4.4 → 4.5
- Trustpilot reviews350,018 → 353,681
- Trustpilot 5-star %65 → 66
- Trustpilot 3-star %4 → 3
- Trustpilot positive reviews %73 → 74
- Trustpilot neutral reviews %4 → 3
- Trustpilot net-positive %50 → 51
- iOS app ratings count13,000 → 14,000
- iOS app days since last update9 → 15
- iOS sampled reviews avg starsnow available (1.67)
- iOS sampled negative reviews0 → 3
- Play Store rating4.0881915 → 4.1812863
- Play Store ratings count13,409 → 13,701
- Play Store days since last update10 → 18
- Play Store positive ratings %77.4 → 80.1
- Play Store negative ratings %19.1 → 16.4
- Play Store net-positive %58.3 → 63.7
- Avg social media response timenow available (55)
- Cheapest variable tariff£1,744.71 → £1,550.78
- Cheapest fixed tariff£1,833.95 → £1,649.29
- Cheapest tariff£1,744.71 → £1,550.78
- Cheapest fixed tariff exit fee£150 → £200
- Cheapest fixed tariff term24 months → 21 months
- Tariff count3 → 5
- Fixed tariffs available1 → 3
- Shortest fixed term24 months → 21 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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