British Gas Review (October 2026)
Contents
- 1.Is British Gas a good choice?
- 2.Who are British Gas?
- 3.British Gas prices and tariffs
- 4.British Gas tariffs explained
- 5.What do British Gas customers say?
- 6.British Gas app ratings and features
- 7.British Gas customer service and support
- 8.British Gas complaints and performance
- 9.How green is British Gas energy?
- 10.Our verdict on British Gas
- 11.FAQs
Is British Gas a good choice?
British Gas may suit households that value its heating services alongside energy, but weak energy-service scores call for caution.
British Gas may suit households that value heating services alongside energy supply, although its service results give reasons for caution. Its 4.4 out of 5 Trustpilot rating reflects frequent praise for visiting engineers and clear communication around appointments. Feedback on energy-account service is less positive: Which? customers rated customer service 2 out of 5, while Citizens Advice gave it 2.61 out of 5 for April to June 2026. Cap Tracker Mar2028 v1 is the lowest-priced tariff shown at £1,622 a year, but its rates can change and it carries an exit fee.
Who are British Gas?
British Gas is part of the Centrica group, and its brand history stretches back more than 200 years. Today, its household business combines energy supply with home services. That background helps explain its approach: it deals with both the energy homes use and the wider task of keeping them warm.[1]
In Scotland, it also operates under the name Scottish Gas. Alongside its long-established role in household energy, British Gas describes a focus on helping homes cut their carbon footprint, linking its traditional heating business with the move towards lower-carbon homes.[2][3]
Products & services
- Fixed and variable energy plans
- Fixed plans keep unit rates and standing charges steady for the agreed contract, while variable plans leave prices open to change.
- Smart electricity tariffs
- Time-of-use choices offer cheaper electricity during set hours, with options aimed at EV charging, electric heating and home batteries.
- Renewable electricity export
- Export plans pay for spare electricity from solar panels, wind, hydro, anaerobic digestion or micro combined heat and power systems, subject to equipment, certification and metering rules.
- HomeCare and home repairs
- HomeCare customers can arrange boiler servicing and repairs, with support also covering plumbing problems. The protection depends on the cover held.
- Heat pump installation
- A free home survey comes before a fixed-price installation quote. Work can include larger radiators, wider pipework and a new hot-water cylinder where needed. A lead heating engineer oversees the work and acts as the household’s main contact. British Gas does not currently offer heat pump installation in flats.
- Solar and battery installations through Hive
- Customers buying qualifying Hive solar panels or batteries can get the free Hive Solar Saver offer, which discounts eligible electricity use for 12 months. Installation, account, payment and joining deadlines apply; the equipment is a separate purchase.
- Home battery installation through Sunsave
- British Gas works with Sunsave to arrange home battery installations. Its Store&Save tariff is tied to a new partner-installed battery and households without other smart technology.
- EV charging and Hive Power+
- Hive EV chargers are offered alongside EV energy choices. Hive Power+ can be paired with a British Gas electricity tariff for a discount on home EV charging, with a compatible charger needed for that service rather than for EV Power itself.
- Hive thermostat discount
- Residential energy customers can get up to 15% off selected Hive thermostats. The discount depends on the model and whether professional installation is included, and a customer discount code is needed.
- PeakSave
- PeakSave tariffs reward electricity use during set off-peak periods. Customers also get access to competitions and challenges during the year.
Awards & recognition
- ✓Best Overall Improvement — Uswitch Energy Awards 2025 — special commendation
Use our referral link, and we'll both get £50 credit once your switch is complete.
Existing customer? Find out how you can benefit too. T&Cs apply (only one switching offer per household)
Prices
Prices shown cover selected tariffs; other plans may be available.
Cap Tracker Mar2028 v1 is the lowest-priced deal shown at £1,622 a year, but its rates can change and it carries a £50 total dual-fuel exit fee. Its contract length is not confirmed, and the tracker name alone does not explain how its prices are set.
Fix and Fall Oct28 v5 is a 24-month fixed deal estimated at £1,950 a year, with a £250 total dual-fuel exit fee. Fixing the price of each unit used gives more certainty about rates, but does not fix the total bill. The exit fee is a drawback if you might want to switch before the term ends.
Standard Variable is estimated at £1,672 a year, with no exit fee. Its rates can change, but unlike the tracker it has no leaving charge. All these named estimates use monthly Direct Debit, so they compare prices for the same payment method.
Tariff details
The mainstream choices include Standard Variable and Cap Tracker Mar2028 v1, both variable plans, and Fix and Fall Oct28 v5, a fixed deal lasting 24 months. A fixed plan suits households wanting protection from rising rates, while variable prices can change. British Gas explains that fixed contracts keep unit rates and standing charges steady rather than fixing the total bill.[1]
The commitment differs between those named plans: Standard Variable has no exit fee, while Cap Tracker Mar2028 v1 and Fix and Fall Oct28 v5 carry exit fees. The tracker’s contract length is not confirmed, so its variable pricing should not be confused with a promise of fee-free switching.
EV Power works with any make of EV and home charger; the compatible-charger rule belongs to the optional Hive Power+ service instead. For battery owners, Charge Power and Store&Save make different choices possible: Charge Power offers cheaper overnight charging, while Store&Save needs a new partner-installed battery and permission for British Gas to manage it.[2][3]
Heat Power has overnight and afternoon discount periods, making it useful for heating, hot water and other flexible electricity use. PeakSave Super Sunday instead focuses its cheaper hours on Sunday daytime. Their suitability depends on when the household can use electricity, not simply whether it owns smart equipment.
Hive Solar Saver is a free discount offer linked to a separate Hive solar and/or battery purchase; the discount lasts 12 months. It gives up to 25% off eligible electricity use for 12 months, excluding standing charges; on time-of-use plans, only peak-rate use gets the discount.[4]
To qualify for Hive Solar Saver, the installation quote must have been accepted from 22 May 2024, with installation completed within three months and joining completed within two weeks of the invitation email. Customers need a smart meter, Direct Debit and a British Gas account on its new system, identified by an account number starting A or BGX.
British Gas
Eligibility
You need a home battery, either on its own or as part of a solar and battery system; You need a British Gas electricity account, an online account and payment by fixed Direct Debit; Your smart meter must be ready to send half-hourly readings.
Eligibility
You must have no existing battery or other smart technology, such as solar panels or an EV charger, and get a new battery installed through SunSave; You must have no export tariff or SEG, and annual electricity use should be between 3,100 and 4,100 kWh; The battery must stay connected, with permission for British Gas to manage charging and discharging; You need a smart meter ready to send half-hourly readings and payment by fixed Direct Debit.
Eligibility
For systems up to 15 kW at properties supplied with electricity by British Gas in England, Scotland or Wales. Eligible technologies are solar PV, wind, hydro, anaerobic digestion or micro combined heat and power. A smart meter must record export every 30 minutes. An MCS, Flexi-Orb or accreditation certificate and G98/G99 grid-connection proof from the distribution network operator are needed. Developer and rent-a-roof exclusions apply.
Eligibility
For systems over 15 kW at properties supplied with electricity by British Gas in England, Scotland or Wales. Solar PV, wind, hydro and anaerobic digestion systems can be up to 5 MW; micro combined heat and power can be up to 50 kW. A smart meter must record export every 30 minutes. An MCS, Flexi-Orb or accreditation certificate and G98/G99 grid-connection proof from the distribution network operator are needed. Developer and rent-a-roof exclusions apply.
Eligibility
For eligible generators in England, Scotland or Wales, including households whose electricity comes from another supplier. Solar PV, wind, hydro and anaerobic digestion systems can be up to 5 MW; micro combined heat and power can be up to 50 kW. A smart meter must record export every 30 minutes. An MCS, Flexi-Orb or accreditation certificate and G98/G99 grid-connection proof from the distribution network operator are needed.
What do British Gas customers say?
British Gas has a Trustpilot rating of 4.4 out of 5 from 357,334 reviews. Customers frequently praise friendly engineers, thorough explanations and communication before boiler servicing or repair visits, so much of the praise concerns home visits rather than energy-account service. Feedback also covers booking, staff and problem-solving, alongside mentions of mistakes, complaints and payments.
The ratings show contrasting experiences: 66% are five-star, while 20% are one-star. British Gas replies to 99% of negative reviews, typically within 24 hours, although a reply does not show whether the problem was resolved.
British Gas has a Which? total score of 59%, while Which? customers rated both customer service and value for money 2 out of 5. In the separate Which? supplier assessment, complaints handling scored 5 out of 15, smart meters 3 out of 10 and switching 0 out of 5. Help for those who need it scored 8 out of 10 in that assessment, a positive result for additional support rather than a customer satisfaction rating.
British Gas app ratings and features
The British Gas app is rated 4.5 out of 5 on the App Store from 15,000 ratings and 4.2 on Google Play from 13,984 ratings. Google Play lists 1,000,000+ installs. To view energy use in the app, British Gas says you need a smart meter sending half-hourly readings. Customers with a smart meter can change its settings in the app.[1]
Some iPhone and iPad users report being unable to install an update on their device. Other iOS comments describe problems with usage figures, including one user's report that off-peak use appeared as peak use. These are relevant concerns if you rely on the app to monitor consumption.
British Gas customer service and support
British Gas scored 2.61 out of 5 and ranked 14th in the Citizens Advice customer service results for April to June 2026. Alongside the positive engineer feedback, this result gives reason for caution about everyday account support. Which? customers also rated ease of contacting British Gas 2 out of 5.
Webchat is an available contact route. For HomeCare cover enquiries, the HomeCare live chat team is open from 8am to 8pm on weekdays and 9am to 5pm on Saturdays, giving HomeCare customers an evening and Saturday option. These hours apply to HomeCare, not energy-account enquiries.[1]
Neither a current average call centre wait time nor a current email response percentage is available, so there is no measured response speed on which to recommend either channel.
British Gas complaints and performance
In Q2 2026, British Gas reported 944 complaints per 100,000 customer accounts. This measures complaint events, not the number or percentage of individual customers affected.
For Q2 2026, British Gas reported resolving 42.5% of complaints on the same or next working day and 85.5% within eight weeks. These figures show how quickly complaints were closed, rather than whether customers were satisfied with the outcome.
For April to June 2026, Citizens Advice recorded 68.8 complaints to advice bodies and the Energy Ombudsman per 10,000 British Gas customers. This is separate from complaints received directly by British Gas and uses a different denominator, so the two rates should not be directly compared.
The supplied complaint themes have no stated reporting period, so their shares cannot be tied to the Q2 2026 figures. No detailed problem descriptions were supplied, but British Gas gives some information about its work in response.
How green is British Gas energy?
Nuclear power and renewables made up most of the electricity British Gas Trading Limited supplied between 1 April 2025 and 31 March 2026. Its annual fuel disclosure puts their combined share at 91%, labelled zero-carbon, with reported carbon emissions of 42 g/kWh. Nuclear power is included in that zero-carbon figure, but it is not renewable.[1]
The same disclosure lists a separate Renewable Energy - Residential category with a fully renewable mix for that period. This is a product category rather than the mix across the whole supplier. For a household choosing a deal, the named tariff’s promise matters alongside the overall annual figures.
Heat Power makes that promise explicitly: British Gas buys Renewable Energy Guarantees of Origin, usually called REGOs, to match the electricity bought on the tariff with renewable generation. These certificates record renewable electricity fed into the grid. The household still receives electricity from the shared grid, rather than a separate supply from a particular renewable generator.
British Gas also uses PeakSave tariffs to encourage electricity use during off-peak periods, when it says there is typically more renewable power on the grid. Moving suitable tasks into those periods can help households use electricity at less busy times. That is a change in when electricity is used, separate from a tariff’s certificate-matching promise.
Our verdict on British Gas
British Gas may suit households that value its heating services alongside energy, but weak energy-service scores call for caution.
British Gas may appeal if you want heating services alongside your energy account. Customers frequently praise engineers, explanations and communication around visits, and HomeCare live chat extends into weekday evenings and Saturdays. Those are useful strengths, though HomeCare support hours are separate from energy-account help.
The main drawback is everyday energy service. Which? customers gave customer service 2 out of 5, and Citizens Advice ranked British Gas 14th for April to June 2026. If smooth account support is your main priority, these results are reasons to weigh the choice carefully rather than relying on the headline Trustpilot rating.
The tariff choice adds a separate commitment: Cap Tracker Mar2028 v1 has changing rates and a £50 exit fee, while Fix and Fall Oct28 v5 ties fixed rates to 24 months and a £250 exit fee. Standard Variable avoids an exit fee.
Frequently asked questions
Does Cap Tracker Mar2028 v1 have an exit fee?
Yes. Cap Tracker Mar2028 v1 carries a £50 total dual-fuel exit fee. Its rates can change, and its contract length is not confirmed. Variable pricing does not make it fee-free to leave.
How long does Fix and Fall Oct28 v5 last?
Fix and Fall Oct28 v5 is a 24-month fixed deal, estimated at £1,950 a year with monthly Direct Debit. It carries a £250 total dual-fuel exit fee. Fixed rates do not fix the total bill, which still depends on energy use.
Can I leave British Gas Standard Variable without an exit fee?
The Standard Variable tariff shown has no exit fee. Its annual estimate is £1,672 with monthly Direct Debit, and its rates can change.
Do I need a smart meter to see energy use in the British Gas app?
Yes. British Gas says viewing energy use in the app needs a smart meter sending half-hourly readings. Customers with a smart meter can change its settings in the app.
When can I use British Gas HomeCare live chat?
The HomeCare live chat team is open from 8am to 8pm on weekdays and 9am to 5pm on Saturdays. These hours cover HomeCare enquiries, not energy-account support.
Does the British Gas Trustpilot rating mainly reflect energy-account service?
The review themes include substantial praise for engineers, boiler servicing, repairs and communication around home visits. The 4.4 out of 5 Trustpilot rating therefore reflects more than energy-account service. Which? customers separately rated customer service 2 out of 5.
What changed this month
This month, British Gas's iOS app days since last update rose from 15 to 29, British Gas's play store days since last update rose from 18 to 30, and British Gas's fixed tariffs with comparison prices fell from 3 to 1. There were 18 other data changes this month — see the full changelog below for details.
Data changes this month (24)
British Gas
- Trustpilot rating4.5 → 4.4
- Trustpilot reviews353,681 → 357,334
- iOS app ratings count14,000 → 15,000
- iOS app days since last update15 → 29
- Play Store rating4.1812863 → 4.2234955
- Play Store ratings count13,701 → 13,984
- Play Store days since last update18 → 30
- Play Store positive ratings %80.1 → 81.6
- Play Store negative ratings %16.4 → 15.5
- Play Store neutral ratings %3.4 → 2.9
- Play Store net-positive %63.7 → 66.1
- Citizens Advice rank13 → 14
- Complaints per 10,000 customers68.7 → 68.8
- Avg call centre wait time51 → no longer available
- Avg social media response time55 → no longer available
- Emails responded within 2 days %97.9 → no longer available
- Cheapest variable tariff£1,550.78 → £1,622.18
- Cheapest fixed tariff£1,649.29 → £1,950.21
- Cheapest tariff£1,550.78 → £1,622.18
- Cheapest fixed tariff exit fee£200 → £250
- Cheapest fixed tariff term21 months → 24 months
- Tariffs with comparison prices5 → 3
- Fixed tariffs with comparison prices3 → 1
- Shortest fixed term21 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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