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British Gas
Customers, Top up, Smart meter, Login & Account

Disclaimer: The information on this page was correct as of July 23, 2021.

British Gas is the largest energy provider in the UK, supplying gas and electricity to roughly 12 million homes and businesses across the country. No matter what you’ve heard about its prices or customer service, British Gas has a long history, dating back to 1812, of helping British customers keep their homes warm and cosy, saving money where possible in the meantime. Is British Gas for you? Let’s find out.

Read through the below page to learn more about British Gas and the frequent questions that customers want to know the answers to. As always, we’ve got you covered!

British Gas at a Glance

  • Name British Gas
  • Renewables 56% renewable
  • Founded 1812
  • Customers 12 million
  • CEO Sarwjit Sambhi
  • Headquarters Staines, England

Are you an existing British Gas customer?

British Gas account login

If you’re a British Gas customer and you’d like to manage your usage, tariff or switch, you can do all of this, and more, through the British Gas online account. If you’ve just switched to British Gas, you can still access this feature, but you’ll need to have your sales order number to hand.

Here’s the full list of options that you can use to login to your British Gas account:

  • Use your email address
  • Customer reference / account number
  • Sales order number
  • Homecare order number

In order to access your online account, you must provide them with an email address. They use this to ensure that those with online only accounts, or even those with standard tariffs, are kept as up to date as possible and that communication is streamline and effective. You will receive email alerts from time to time regarding your bill payments, meter readings and other important updates regarding your account.

Access my British Gas account

Why can’t I access my British Gas online account?

If you can’t access your British Gas online account, there could be a number of things that are preventing you from doing so. The largest portion of unsuccessful British Gas login attempts are done so due to incorrect login details. If you’re not sure which email address or password you used for your account you can reset this information through the British Gas website.

  • If you’d like to reset your British Gas online account password, you can click here to be taken to the reset page.
  • If you’d like to reset or change your British Gas login email, you can click here to be taken to the reset page, also.

British Gas top up help

Do you have a British Gas top up meter? We have all the answers for if you’re having trouble topping up or if you’ve lost your top up key or card. You can see our FAQs for top up queries in the section below. British Gas has hundreds of thousands of prepayment customers up and down the UK and we’re here to help them:

Q – I have lost my British Gas top up card / key, what should I do?

Getting a new British Gas top up card is fairly simple, you just need to give them a call. Getting a new card will take 10 business days, and they may charge you £5, which they will deduct from your next top up.

By calling British Gas, you can also arrange a temporary card to be picked up from your nearest Payzone. They will give you a code which you can assign to a new card at Payzone.

For more information as to how this works, give us a call on 0203 973 1326

Q – My British Gas top up hasn’t gone onto my meter. How do I get it to go on?

Sometimes your top up will not have automatically registered. If you have a smart meter, you can follow the below instructions to manually enter your top up.

For smart gas top up
  • Press the A button to wake up the screen, then press it again twice to enter ‘Credit Entry’ mode
  • Press the B button, then A to enter your code and B to move forward
  • Press and hold the B button to submit your top up
For smart electricity top up
  • Press and hold both the A and B buttons together
  • Use the A button to enter your code and B to move forward
  • Press and hold the B button to move back
  • Press and hold the A button to accept and submit your top up

If you have a traditional, non-smart meter or you’ve followed the above instructions for your smart top up, you can call British Gas’s customer service number, linked here.

Q – My British Gas top up credit is running out quicker than it used to, why?

If your credit is running out quicker than it has done previously and your meter is operating correctly, it is likely that your tariff pricing has been increased. If you haven’t changed your tariff in a while you may have been reverted to British Gas’s standard variable tariff, which changes pricing frequently.

To make sure you are on the best tariff available to you, please call 0203 973 1326

Q – I’m unsure if my prepayment tariff with British Gas is the most cost effective for me.

If you haven’t switched your energy tariff in a while and your fixed tariff has expired, you may have been reverted onto British Gas’s standard tariff, which one of the most expensive available on the market.

To make sure you are on the best tariff available to you, please call 0203 973 1326

I’d like a British Gas smart meter

Smart meters are the new generation of gas and electricity meters that automatically send meter readings to your supplier, display your spend and usage to you in real time and allow you to choose any payment method that you wish.

Automatic meter readings!

Did you know that with a smart meter you’ll never have to submit a meter reading again! 100% accurate bills, all the time. Give us a call to find out more about automatic meter readings.

British Gas are installing smart meters country-wide at a rapid rate. All British Gas customers are eligible for a smart meter install; however, the installation timeline can vary due to engineer availability in your area. If you live in a city, you can be pretty confident you could receive a smart meter within a couple of months.

Before you request your smart meter, bear in mind the following information about the installation:

  • You must inform your British Gas engineer in advance if there are difficulties accessing your meters or your property
  • If parking is not available at your property, you must inform your British Gas engineer in advance
  • If you miss your installation appointment you may be subject to a fine
  • During the installation process of your smart meter your electricity will be switched off between 1 – 2 hours
  • Smart meters are free of charge to install
Get your British Gas smart meter today

Considering switching to British Gas?



For customers that are considering switching to British Gas, we have taken the leg work out for you in doing the research, below you’ll find everything you need to know to make the decision as to whether British Gas is the right choice for you.

Reviews

British Gas have had a rocky past in terms of their customer experience. Being the biggest supplier in the country, like many big multinationals, they have been subject to their fair share of criticism, but in recent years, they’ve invested a huge amount in improving their customer service, and this really shines through in their reviews.

In years gone by, British Gas were frequently placed in the back half of the leaderboards for energy company reviews in surveys such as Which? and Citizens Advice; however, over the last year or two they have really turned it around and have begun to place much higher, especially in their year-round review channels such as Trustpilot and reviews.io. Let’s take a look at some of the individual scores that British Gas have received below:


Reviewer Score Further info
Trustpilot 3.4 out of 5 | 54,211 reviews
Which? 62% overall score
Citizens Advice 3.45 out of 5 overall score
Reviews.io 1.3 out of 5 | 999 reviews
Google 3.2 out of 5 | 18 reviews

If you’d like to see our full, extensive review of British Gas, then you can click below to read through all of the highs and lows of their customer experience:

See full British Gas review

Tariffs & Offerings

British Gas has a variety of tariffs that are available to all manner of customer profiles. Just like most other energy suppliers in the market, they introduce, amend and remove tariffs from the market as frequently as weekly. The reason why so many tariffs are introduced nowadays is to market the different value-added products that customers can receive in addition to, or in conjunction with their standard energy usage.

Energy tariffs

British Gas made headlines with their ‘free electricity’ days in 2019, which has carried forward to this date. Such tariffs, however, should be looked at in plenty of detail, as the ‘free’ element can often be offset by more expensive energy outside of ‘free’ days.

Let’s take a closer look at British Gas’s four main tariff categories in current circulation:

Tariff type concept Pros Cons
Energy with boiler cover
  • Fixed rates
  • Includes boiler & controls breakdown cover
  • Breakdown cover auto-renews after 12 months at £2.50 per month
  • Exit feees of £30 per fuel
  • Average pricing
100% renewable
  • Fixed rates
  • 100% renewable electricity & 6% renewable gas
  • Offset carbon for remaining 94% of gas
  • Support growth of up to 5 trees per fuel per year
  • Expensive
  • Exit fees of £30 per fuel
Electric vehicles
  • Cheap rates between 12am-5am for charging car
  • Fixed rates
  • 100% renewable electricity
  • Extremely cheap night rate
  • No exit fees
  • Very expensive day rate
Standard variable / safeguard
  • No fixed terms, flexible
  • Prices can go down
  • No exit fees
  • Extremely expensive
  • Prices can go up any time

To make sure you are on the best tariff available to you, please call 0203 973 1326

British Gas Homecare

British Gas are currently the market leader in home emergency plans. They have roughly 4 million customers, over double their closest competitor Homeserve. They are the face of the ‘homecare’ product range, which has tiered levels of cover and pricing depending on your requirements.

You can also get one-off repairs done via British Gas Homecare’s network of engineers, but is definitely much more expensive to do it this way. You can see below the pricing options that they have for their one off-repairs.

Concept Description Upfront cost Ongoing cost
Repair & ongoing cover One of British Gas’s engineers will diagnose and repair the fault and cover future repairs for 12 months. £109 £24.50
One-off repair How much you pay for the repair will completely depend on the length and complexity of the repair and where you live. Up to £499 £0

British Gas has a wide variety of homecare products to protect your home against home emergencies, such as a broken boiler, faulty plumbing and drainage and more. Below you can see the four tiers of cover that British Gas cover, along with their respective levels of cover, pricing and excess options.

British Gas homecare plans

Each of the above cover plan levels has an option to change the excess to £60, which means that if you do require a repair, you will pay the first £60 before the cover will kick in. This has a much cheaper monthly cost, but of course, you do have up front costs should you need to claim.

Fuel mix

All electricity providers in the United Kingdom are now required to disclose their Fuel Mix Disclosure (FMD), which is the source of generation for their electricity supply. This is a particularly pressing topic at the moment due to climate change targets and high fines at country and industry level for not meeting certain levels of renewable energy generation.

Many suppliers are now opting for 100% renewable electricity supply, but many, due to the size of their customer bases still can’t quite achieve this. This is the case for energy giant, British Gas. You can see below the percentages representing their fuel mix:

Warm Home Discount

British Gas do offer the Warm Home Discount on all energy tariffs that they provide. The Warm Home Discount is a payment of up to £140 for customers in England, Scotland and Wales off their electricity bills to combat fuel poverty in the winter months.

Not all customers are eligible for the Warm Home Discount, you must meet certain Government-controlled eligibility criteria. This is categorised into two groups:

  • Core group – You (or your partner) are the account holder/bill payer and receive the Guarantee Credit element of Pension Credit. Core group customers should qualify automatically and receive annual communications from British Gas detailing this.
  • Broader group – You (and your household) are on low income or receive certain means-tested benefits, such as Jobseekers’ Allowance, Universal Credit or Income Support. Broader group customers will generally have to apply for the Warm Home Discount through British Gas each year.

If you would like to learn more about the Warm Home Discount or apply to see if you’re eligible to receive up to £140, then please click the below link to find our British Gas Warm Home Discount page.

More about Warm Home Discount

For more help switching...

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