Digital channels
- Contact form: Online enquiry form
- Account: My Account portal
- Live chat: Available — see British Gas Help & Support pages
Customer service
Contact British Gas
Every way to reach British Gas customer service in the UK — general enquiries, prepayment, gas emergency, HomeCare, complaints, Welsh service, Relay UK textphone and the Energy Ombudsman complaint route.
At a glance
The British Gas numbers that matter most
If you can smell gas or suspect a leak, leave the property and call the National Gas Emergency line on 0800 111 999. This is not a British Gas number — it covers every gas supplier in Great Britain and is free to call, 24/7. Do not switch on lights or use electrical appliances until the engineer has made the supply safe.
Every line you might need
British Gas phone directory
Different queries route to different teams. Use the directory below to dial the right line first time and skip the in-line transfer.
| Department | Number |
|---|---|
| Credit (direct-debit) account | 0330 100 0056 |
| Prepayment / Pay As You Go | 0330 100 0303 |
| HomeCare boiler & central-heating breakdowns | 0333 009 5784 |
| HomeCare annual service visits | 0333 009 5784 |
| One-off central-heating repairs (no contract) | 0333 202 9799 |
| New & replacement boilers (sales) | 0333 202 9450 |
| British Gas Business (B2B switching) | 0333 414 5188 |
| Welsh-language service | 0333 202 9630 |
| Textphone via Relay UK | 18001 0800 072 8626 |
| International callers | +44 330 100 0056 |
| Bereavement team (free) | 0800 294 3125 |
| Gas emergency — National Gas Emergency line (free) | 0800 111 999 |
| Power cut — local network operator | 105 |
| Energy-theft reporting (Stay Energy Safe, free) | 0800 587 2737 |
Power cut right now?
Lost power? Report it and check the live map
A power cut is fixed by your local network operator, not your supplier. Call 105 free, 24/7 (Northern Ireland: 03457 643 643), then report it so neighbours can see it on the live UK map.
In writing
Email, contact form & postal address
Postal addresses
Head office
Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GDWritten complaints
Complaints Management Team PO Box 226 Rotherham S98 1PBComplaint not resolved?
Escalate free to the Energy Ombudsman
If British Gas does not resolve your complaint within eight weeks, or has issued a deadlock letter sooner, you can take it free of charge to the Energy Ombudsman. The Ombudsman's decision is binding on British Gas under the Ofgem-approved ADR scheme.
Social channels
Reach British Gas on social media
Social channels are useful for service updates, simple questions and outage alerts. For anything involving sensitive personal data (bills, payments, debt), use the phone line or the secure online account.
Common questions
Contacting British Gas — frequently asked questions
You can reach British Gas customer service on 0330 100 0056, Mon-Fri, 9 a.m. to 5 p.m.. For a faster response outside hours, use the online account, the contact form, or the mobile app where available.
Call 0330 100 0056 (Mon-Fri, 9 a.m. to 5 p.m.) and follow the voice menu — choosing the option for an existing-customer billing query, or saying "speak to an agent", usually reaches a human fastest. Lines are quietest early morning and mid-afternoon midweek. Have your account number and supply postcode ready so the adviser can pass security quickly.
It depends on the prefix. 0800 and 0808 numbers are free from UK landlines and mobiles. 03 numbers (such as 0330, 0333 or 0345) cost the same as a standard 01 or 02 call and are included in any inclusive minutes on your mobile or landline tariff, so they are effectively free for most callers. The National Gas Emergency line (0800 111 999) and the 105 power-cut line are always free, 24/7.
For life-threatening emergencies always call 999. For a gas leak, suspected carbon-monoxide release or damaged gas pipe, call the National Gas Emergency line on 0800 111 999 — free, 24/7, and covers every gas supplier in Great Britain (not just British Gas). For a power cut, dial 105 to reach your local electricity network operator.
British Gas prefers written enquiries via its online contact form. The form routes your message to the correct team automatically — usually faster than email for billing or technical issues.
First, raise the issue directly with British Gas — by phone, email, contact form or online account. Keep written records of every notice and reply. If the complaint is not resolved within 8 weeks, or you receive a deadlock letter sooner, you can escalate it free of charge to the Energy Ombudsman, the independent ADR scheme approved by Ofgem. The Ombudsman's decision is binding on British Gas.
Yes — British Gas offers a chat service. Live chat is best for quick questions, account look-ups or simple billing queries. Use the secure online account or phone for anything involving sensitive personal data.
Call the British Gas bereavement team on 0800 294 3125 (free to call). The team handles closing the deceased customer's account, transferring the supply to the executor or surviving partner, refunding any account credit and pausing collections during probate. Have the death certificate and the account number to hand before you call.