British Gas Review (July 2026)
Overview
British Gas pairs good app ratings and home services with a reliable engineer network, though independent surveys show it struggles with customer service and value for money.
Who are British Gas?
British Gas is one of the UK's most recognised energy brands and one of the biggest domestic suppliers in the country. It is owned by Centrica, a large energy and services group. As well as supplying gas and electricity to homes, British Gas offers a wide range of home services, including boiler cover, plumbing, and heating repairs.[1]
A key difference for British Gas is its link with Hive, a smart home technology brand also owned by Centrica, which lets customers control their heating and electric vehicle charging through an app. The supplier also runs PeakSave, a scheme that gives smart meter customers half-price electricity on Sundays to help balance the grid.
Products & services
- Gas and electricity
- standard and specialist domestic energy tariffs
- Home services
- boiler cover, plumbing, and heating repairs
- Hive smart home
- smart thermostats and electric vehicle chargers
Awards & recognition
- ✓Best Overall Improvement — 2025 Uswitch
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Prices
These are the tariffs we have pricing for — the supplier may offer others.
The lowest-priced option currently available from British Gas is the Fix and Fall Jul28 v3, estimated at £1,703 annually. This contract fixes unit rates for 24 months and carries a £150 exit fee.
Households seeking flexibility without early exit fees may consider the Standard Variable tariff. This option currently averages £1,805 per year, though rates fluctuate in line with the Ofgem price cap.
Tariff details
This supplier's full tariff range
British Gas offers a range of tariffs, including standard variable options, fixed-rate deals, and specialist tariffs for customers with smart meters or electric vehicles.
Customer reviews
British Gas maintains a Trustpilot score of 4.4 out of 5, based on more than 345,000 reviews. Within this dataset, 65% of users award five stars, whereas 20% leave a one-star rating. The supplier responds to 99% of negative feedback.
Positive feedback frequently highlights the promptness and efficiency of the company's visiting engineers. Conversely, critical reviews often note difficulties navigating the customer service channels, with reports of dropped calls and challenges reaching the correct department.
During the latest Which? energy survey, the supplier achieved an overall score of 59. While it secured 8 out of 10 for supporting vulnerable customers, it received lower ratings of 2 out of 5 for both customer service and value for money.
| Category | Which? score |
|---|---|
| Customer service | 2 out of 5 |
| Value for money | 2 out of 5 |
| Complaints | 5 out of 15 |
| Smart meters | 3 out of 10 |
| Help for those who need it | 8 out of 10 |
App ratings and features
The British Gas mobile application holds a score of 4.5 from 13,000 ratings on the iOS App Store. On the Google Play Store, it averages 4.04 across more than 13,000 reviews and exceeds one million installs, maintaining a net-positive score of 56.2%.
Software updates are frequent across both platforms. The iOS version received three updates in the past 90 days, focusing on navigation improvements for new users. The Android app was updated 14 days ago to introduce tailored offers and clearer top-up tracking for prepayment accounts.
Despite high overall scores, a recent sample of iOS feedback averages 2 stars. Users in this subset report frustration over separate login requirements for gas and electricity, alongside instances where smart meter usage data fails to display accurately.
Service and support
Citizens Advice currently awards British Gas 2.61 out of 5, positioning it 13th in the overall supplier rankings. According to this data, the company receives 68.7 complaints per 10,000 customers.
Telephone support data indicates an average call centre wait time of 51 seconds. For written correspondence, the supplier resolves queries efficiently, responding to 97.9% of emails within two days.
Account balances can be settled via Direct Debit, cash, cheque, or prepayment. Telephone lines operate from 8am to 6pm on weekdays and 9am to 2pm on Saturdays, remaining closed on Sundays. Additionally, the firm has registered formal vulnerability commitments with Citizens Advice.
Complaints and performance
In the most recent period available (Q4 2025), British Gas received 1,158 complaints for every 100,000 customers. The latest figures show the supplier fixed 60.1% of these complaints by the end of the next working day. It also sorted out 90.7% of complaints within eight weeks.
Green energy
British Gas's electricity fuel mix is largely nuclear, with some fossil fuel and renewables. Its parent company, Centrica, has set a target to become a net zero business by 2040. To help with this, Centrica is investing £35 million in a new training academy to teach engineers how to install heat pumps, solar panels, and electric vehicle chargers.[1]
The company also plans to make its entire fleet of vans fully electric by 2030. On top of this, British Gas encourages customers to use electricity when there is more renewable energy on the grid through its PeakSave scheme.
Our verdict
British Gas pairs good app ratings and home services with a reliable engineer network, though independent surveys show it struggles with customer service and value for money.
British Gas combines an established market presence with well-rated mobile applications and a broad engineer network. However, independent survey data indicates ongoing challenges regarding customer service and value for money, reflected in its 13th-place ranking with Citizens Advice.
The supplier may suit households looking to manage both energy and home maintenance services through a single provider, or those who prefer tracking usage via a highly rated app. Conversely, consumers prioritising the highest customer service scores or the lowest available unit rates may find better alternatives elsewhere.
Frequently asked questions
Is British Gas a large energy supplier?
Yes, British Gas is one of the UK's most recognised energy brands and one of the biggest domestic suppliers in the country.
Does British Gas offer a fixed energy tariff?
Yes, its cheapest fixed tariff currently costs £1,703 a year. This deal locks in your rates for 24 months, though the price can drop if the Ofgem price cap falls during your contract.
Are there exit fees on British Gas fixed tariffs?
Yes, the cheapest fixed tariff offered by British Gas comes with a £150 exit fee if you decide to leave before the 24-month term ends.
Is British Gas highly rated by customers?
It has a strong Trustpilot rating of 4.4 from over 345,000 reviews, with many praising the visiting engineers. However, it scores lower in independent surveys, receiving 2 out of 5 for customer service from Which?.
Does British Gas have a mobile app?
Yes, the British Gas app is well-rated, scoring 4.5 on the iOS App Store and 4.04 on the Google Play Store. It allows customers to manage their energy accounts and track prepayment top-ups.
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. The supplier also responds to 97.9% of emails within two days.
When is the British Gas customer service team open?
The phone lines are open on weekdays from 8am to 6pm, and on Saturdays from 9am to 2pm. The call centre is closed on Sundays.
Should I switch to British Gas?
It depends on what you value most. It is a good option if you want a reliable app and access to home services like boiler cover. However, if you are looking for the strongest customer service scores, it ranks 13th with Citizens Advice.
What changed this month
This month, British Gas's cheapest tariff term changed from a variable tariff to a 24-month fixed deal, British Gas's iOS app updates in last 90 days rose from 0 to 3, and British Gas's cheapest tariff exit fee rose from £0 to £150. There were 16 other data changes this month — see the full changelog below for details.
Data changes this month (24)
British Gas
- Trustpilot reviews342,242 → 345,969
- iOS app days since last update1,096 → 9
- iOS app updates in last 90 days0 → 3
- iOS sampled reviews avg stars1.67 → 2
- iOS sampled negative reviews3 → 2
- Play Store rating3.99223 → 4.0481653
- Play Store ratings count12,839 → 13,077
- Play Store days since last update23 → 14
- Play Store positive ratings %74.5 → 76.2
- Play Store negative ratings %21.3 → 20
- Play Store neutral ratings %4.2 → 3.7
- Play Store net-positive %53.2 → 56.2
- Citizens Advice rank14 → 13
- Citizens Advice score2.28 → 2.61
- Complaints per 10,000 customers73.5 → 68.7
- Avg call centre wait time91 → 51
- Avg social media response timenow available (55)
- Emails responded within 2 days %97.1 → 97.9
- Cheapest variable tariff£1,584.14 → £1,804.81
- Cheapest fixed tariff£1,675.23 → £1,702.64
- Cheapest tariff£1,584.14 → £1,702.64
- Cheapest tariff exit fee£0 → £150
- Cheapest tariff termvariable → 24 months
- Shortest fixed term15 months → 14 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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