British Gas Review Summary
Last updated: 5th September 2025
Quick Summary:
British Gas remains the UK’s largest energy supplier, but recent data shows it’s no longer a front‑runner on value or customer service. Their new Fixed Tariff v89 (ends August 2026) offers modest savings over a variable Cap Tracker (ends September 2026), while SVT is the most flexible but highest cost.
With only around 20% renewable energy in their standard mix and average customer service scores from Citizens Advice, British Gas may still suit households seeking brand familiarity, but cleaner, cheaper, and more highly rated alternatives are increasingly competitive.
Who is British Gas?
British Gas can trace its roots back to 1812, when they were called The Gas Light and Coke Company, which was the first public utility company in the world. They are the UK’s largest energy supplier with around twelve million customers and approximately 20,000 employees. They are currently owned by Centrica.
What tariffs does British Gas offer?
British Gas offers a huge range of different fixed-rate and variable-rate tariffs covering different contract periods. They also offer tariffs for pre-payment customers.
Some of the tariffs are online-only tariffs, and customers are required to manage all aspects of their accounts online. There are also tariffs where British Gas produces certificates to ensure that the electricity is 100% renewable.
The electric vehicle tariff, is a fixed-rate tariff for electric vehicle owners. It offers a lower overnight electricity price to make it cheaper for electric vehicle owners to charge their vehicles. The electricity supplied via this tariff is 100% renewable.
British Gas energy supply contracts can be combined with insurance covering your boiler and central heating system, plumbing and drains, and your electrical system.
There are exit fees of between £30 and £40 per fuel on some of the tariffs, but some tariffs don’t have exit fees.
British Gas is a mandatory FiT Licensee and offers a ‘feed-in’ tariff.
How does British Gas compare on price?
British Gas is rarely the very cheapest option in the UK market, but their pricing sits close to the Ofgem price cap and can appeal to customers who want the reassurance of a well-known supplier.
The Fixed Tariff v89 currently offers the best value among their plans for an average-use household, undercutting their variable deals by a small margin. The Cap Tracker Sep 26 tariff offers the flexibility of a variable rate while promising to stay slightly below the price cap, and the Standard Variable Tariff v22 is the most flexible but also the priciest.
Prices below are based on an annual usage of 2,900 kWh of electricity and 12,000 kWh of gas, paid by direct debit, including VAT.
| Tariff Name | Monthly Cost (inc. VAT) | Contract Length | Exit Fee |
|---|---|---|---|
| Fixed Tariff v89 | £141.48 | Until 18 August 2026 | £50 per fuel |
| Cap Tracker Sep 26 | £143.67 | Until 30 September 2026 | £10 per fuel |
| Standard Variable Tariff v22 (SVT) | £147.84 | Rolling (Follows Ofgem cap) | £0 |
Notes:
- Prices assume payment by direct debit and include VAT.
- Fixed Tariff v89 provides price certainty until mid-2026, though the higher exit fee may deter frequent switchers.
- Cap Tracker Sep 26 moves with the Ofgem price cap but is designed to stay fractionally cheaper than the SVT; its lower exit fee is more switch-friendly.
- The SVT gives complete flexibility to leave at any time with no penalty but is currently the most expensive of the three.
Verdict:
For most average-use households wanting price stability, the Fixed Tariff v89 is the most cost-effective choice right now, offering lower monthly bills than British Gas’s variable options. Those who value flexibility may prefer the Cap Tracker Sep 26, which has a smaller exit fee and should remain slightly cheaper than the SVT while the price cap falls.
Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.
What do other British Gas reviews say?
British Gas scored 4.3 out of five stars on Trustpilot from over 294,000 reviews. 71% of the reviewers rate them as ‘Good’ or ‘Excellent’, although 29% rate them as ‘Poor’ or ‘Bad’.
Citizen’s Advice also gives British Gas 2.9 out of five stars, ranking them 12th and among the lowest large suppliers. They received a rating of only 1 out of 5 for ‘fewer complaints received’ but had a contact waiting time score of 4 out of 5, with an average call-centre wait of 2 minutes and 29 seconds.
Which? rank British Gas joint 14th out of 16 energy suppliers. They had an overall score of 58%, which was the joint lowest. This was made up of a customer score of 61% and a Which? assessment core of 55%.
How green is British Gas’s energy?
British Gas does not make it easy to find its fuel mix on its website. Their electricity is cleaner than the UK average, and they generate less CO2 and nuclear waste than the UK average.
However, only 56% comes from renewable sources, with coal and gas representing 33% of the electricity supplied and nuclear representing a further 9%.
However, they work with their customers to help those customers reduce their energy use via smart meters and smart home products from Hive, which is part of the Centrica group that British Gas belong to.
They also encourage their customers to switch to electric vehicles via a tariff designed to make it cheaper for electric vehicle owners to charge their vehicles.
What is British Gas’s customer service like?
British Gas can be contacted by phone, and their call centre is open until 8 pm on weekdays, which is later than many other energy suppliers.
However, Which? found that it took four minutes and 19 seconds for them to answer the phone, which was a fairly average performance. Citizen’s Advice gave them a contact waiting time score of 4 out of 5, with an average call-centre wait of 2 minutes and 29 seconds.
There is a live chat feature on the British Gas website, although Which? found that British Gas was the slowest energy supplier to respond to a live chat request, with a response time of seven minutes and 14 seconds.
In Q1 2025, British Gas received 72.7 complaints per 10,000 customers, according to Citizens Advice data that includes complaints to Citizens Advice Consumer Service, Advice Direct Scotland, and the Energy Ombudsman.
What is British Gas’s website/app like?
The British Gas website is excellent. It’s well-organised and full of information. The information is easy to find. There is a live chat feature in case you need help.
The online account management feature on the website allows you to manage your energy account efficiently, from viewing and paying your bills to submitting meter readings and booking an engineer’s visit. There is also a live chat feature.
British Gas also has an app that lets you manage your energy account. This is compatible with Android devices and Apple’s iOS devices. It is rated 3.3 out of 5 stars on Google Play Store, but only 2.7 out of 5 stars on Apple App Store.
If you’re a pre-payment customer with a smart meter, you use the website or the app to top up your account rather than having to go to a PayZone to buy credit.
What billing options are available?
British Gas charges more if you don’t pay by direct debit, but they will accept payment by whatever method a customer chooses to pay, other than PayPal.
Customers can choose between a fixed monthly direct debit amount or a variable direct debit amount, although if they select the variable option, this means they will be paying a higher amount during the winter months when they are using more energy and a lower amount in the summer months. Customers on the fixed monthly direct debit option will have their monthly amount reviewed twice a year to ensure that it is correct, although they can change the amount they pay at any time by accessing their account online.
Billing is paperless by default, but customers can opt for a paper bill.
Pre-payment customers need to buy credit from a PayZone, although if they have a smart meter, they can top up via the website, the app, or over the phone.
Does British Gas offer smart meters?
British Gas have installed more smart meters than any other UK energy supplier. They offer smart meters to pre-payment customers and customers who pay by direct debit.
Customers who already have a smart meter when they switch their energy supply to British Gas may find that their smart meter loses its smart functionality when they switch. British Gas says that they hope to be able to upgrade any meters to restore their functionality at some point.
British Gas is installing second-generation smart meters for its customers, so any British Gas customers switching to a different supplier should find that their smart meter does not lose any functionality after the switch.
Does British Gas offer a recommend-a-friend referral scheme?
British Gas does not offer a friend referral scheme.
Who this British Gas may be good for/may not suit
Good for:
- Customers preferring well‑known, established brands and integration with services like Hive or Homecare.
- Households wanting budget certainty, especially via Fixed Tariff v89.
- Users who appreciate a wide service network and strong engineering team.
- Customers who value a high Trustpilot rating, currently around 4.3/5 from nearly 294,000 reviews.
May not suit:
- Those looking for lower prices or greener energy options.
- People prioritising quick, flexible customer service – Citizens Advice reports average scores.
- Households seeking tariffs with high renewable content—standard British Gas energy is only about 20 % renewable.
- Consumers who dislike exit fees on fixed tariffs.
Below are a few quick questions you may need answers to, along with our British Gas review:
Do they work with pre-payment meters?
Yes, British Gas accept pre-payment meters, including smart pre-payment meters.
Do they accept Economy 7?
British Gas accepts Economy 7.
Are they signed up to the Warm Home Discount?
British Gas is signed up to the Warm Home Discount. You can register your interest in the scheme and find out more about it and whether you are eligible at the British Gas website.
Are they signed up to the Energy Switch Guarantee?
British Gas is signed up to the Energy Switch Guarantee. According to Citizens’ Advice, 99% of switches are completed within 21 days.
How to contact British Gas
You can contact British Gas in several ways. Below, as part of our British Gas review, we’ve detailed all their means of contact:
Customer Email: customerservice@britishgas.co.uk
Telephone: 0333 202 9802
Office Hours: Monday to Friday, 8 am to 8 pm. Saturday, 8 am to 6 pm
Office Address: The Causeway, Staines-upon-Thames, TW18 3BF
How do I switch to British Gas?
The easiest way to switch to British Gas is through a comparison website. This will enable you to check if British Gas is one of the most competitive suppliers for you (tariffs vary by area) and allow you to quickly and easily switch to them.
Comparisons
If you are stuck on who to choose between British Gas and another supplier, we have put some quick comparisons together that you can find below:
Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.
British Gas have engaged a debt collection agency though I have contacted them 100 times plus this year
They have destroyed my mental health, my credit and have tried drive me away
Press and legal contacts welcome.
Use Octopus