Engineer phoned in advance of visit and was punctual ,arriving at time he said he would. Very mannerly and professional in attitude. Quietly and efficiently worked away. Kept us informed of what he wa... See more
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Review summary
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What people talk about most
Reviews shaping this summary
My engineer was fantastic, talked to me through the whole thing, and just a generally stand up guy. I was a little embarrassed about how messy my home was due to it being a chaotic six weeks school ho... See more
Company replied
New boiler fitted, excellent workmanship, fitter consulted on various options height of boiler etc. after work completed all areas left clean. and tidy, follow up call two days later, one question I... See more
Company replied
Today British gas worker visited on time as expected. Clean appearance. Showed respect for my property.Explained the problem and solution. Inform me that he has arranged for the problem to be fixed... See more
Company replied
Company details
- Electric Utility Company
- Electrician
- Gas Company
- Gas Installation Service
- Plumber
- Property Management Company
Written by the company
At British Gas we’ve been looking after the homes of Britain for years – heating kitchens, lighting lamps and much more. And from our earliest beginnings we’ve had one aim in mind: to serve British homes and businesses, and find new ways to make life at home better and run more smoothly. This is why British Gas is the UK’s leading energy supplier, serving around 11 million homes. We also provide a comprehensive range of services including boiler installation, servicing of electrical systems, appliances and plumbing and drains. Visit our website for more information.
Contact info
Maidenhead Road, SL4 5GD, Windsor, United Kingdom
- www.britishgas.co.uk
4.5
Excellent
354K reviews
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Excellent Service
I was very happy with the installation of my new boiler. The engineer arrived promptly at 8am. He was friendly and polite. He wasted no time with the installation.
A few hours later the electrician arrived and likewise was very friendly and professional.
Everything went very smoothly and the job was completed in a little over four hours. I was very impressed. The engineer explained everything to me before he left. He left my home spotless and the rubbish on the driveway. A short time later it was collected from my driveway. I was very impressed with the installation and service from British Gas and would definitely recommend them to my friends
August 26, 2026
Unprompted review
Reply from British Gas
We're absolutely thrilled to hear about your positive experience with the installation of your new boiler. It's wonderful to know that our engineers were prompt, friendly, and professional, and that the entire process was smooth and efficient. We appreciate you recommending us! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Helpful customer service online
August 28, 2026
Unprompted review
Reply from British Gas
Thank you for taking the time to share your positive experience with our online customer service. We're delighted to hear that you found it helpful. If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
No Value Ascribed to Customers’ Time
Who writes your systems? I can see nobody tests them!
You send an email requesting a FIT reading.
I get it and click the link to enter the reading.
I copy and paste the Installation ID (why not prefill?)
I enter the postcode
“You information is invalid, please try again”
I manage to work out the system expects a postcode in a NON STANDARD format - without a space. Without mentioning it.
Then I select the reading date - today
“We cannot accept your reading until 08-09-2026”
Amazing. Such professionalism and efficiency.
No excuse for wasting customers’ time like this.
Acts need to be got together and heads roll.
August 30, 2026
Unprompted review
Reply from British Gas
We are truly sorry to hear about the frustrating experience you encountered while trying to submit your meter reading. We understand how annoying it is when systems don't work as expected, especially when it leads to wasted time and confusion. We appreciate you bringing these issues to our attention, as feedback like yours is crucial for us to identify areas for improvement in our systems and processes. If you'd like to discuss this further, please send a PM on Facebook using https://m.me/britishgas & include #Trustpilot, include your full name, address & DoB. One of my colleagues will get back to you. If you don't have access to do this, you can use the webchat option via the website or app. Thanks, Sukhi
Brilliant service
Firstly the advisor Ryan Martin was brilliant, he arranged for me to have a boiler fitted within days.
On the day the engineer Mohammed arrived on time, ringing me before arrival. He prepared the area, with dust sheets and signs and got to work removing the old boiler. Within a short space of time he had done this and installed the new boiler and flue.
I was leaving for the airport at 2.30 and he had finished well before that and the electrician came about an hour later and was finished before I left. Biffa was organised to collect the old boiler.
I cannot praise the service I received from British Gas enough, amazing.
I have one issue with the billing for rope work when I had scaffolding up, I will be writing to British Gas about this and am sure it will be resolved.
Thank you.
August 25, 2026
Unprompted review
Reply from British Gas
We're absolutely thrilled to hear about your positive experience with us! It's wonderful to know that the advisor arranged your boiler fitting so quickly and that the engineer provided such efficient and professional service, especially with your tight schedule. We're also glad to hear the old boiler collection was organized smoothly.
We understand you have a billing concern regarding the rope work, and we appreciate you bringing it to our attention. We're confident that this will be resolved for you. Thank you for your kind words!
If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Excellent service
Excellent service even when due to serious health diagnoses British Gas did everything in their power and delayed installation of our heating system for 10 months until I was well enough. Customer service were so respectful and understanding. The engineer did an amazing job on a very old system we are very happy and cannot recommend the company enough
August 25, 2026
Unprompted review
Reply from British Gas
It's truly wonderful to hear about the excellent service you received, especially during such a challenging time. We're so pleased that our team was able to be respectful and understanding, delaying your installation until you were well enough. We're also delighted that the engineer did an amazing job on your system. Thank you for your kind words and recommendation! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Horrendous customer service
Horrendous customer service.
Having sold my father house via probate, and no longer having any legal obligation to the property I continue to have bills sent to my address. All I need is them to send the bills to the service address so the new owner can pay the bills.
Detailed letters sent by email and post to British Gas have failed to change this. The money I had left on the account continues to go down each month. Promises that the address is updated, that a closing cheque is on its way, that the account is closed… all seem to be lies or are reversed after the calls.
Proof of sale has been sent to British Gas. Honestly if loosing my father and having to go through selling the house wasn’t enough now I have the stress of worrying if my in-laws address will be marked for bad credit when the cash on the account finally runs out.
May 11, 2026
Unprompted review
Reply from British Gas
I am truly sorry to hear about the incredibly difficult and distressing experience you've had, especially given the recent loss of your father. It's completely understandable that you're frustrated and worried about the ongoing billing issues and the potential impact on your in-laws. We would like to investigate this further for you. Please send us a private message on Facebook, Instagram, or LinkedIn, including #Trustpilot and a brief summary of your review. My team can then look into this and see how we can help. If you'd like to discuss this further, please send a PM on Facebook using https://m.me/britishgas & include #Trustpilot, include your full name, address & DoB. One of my colleagues will get back to you. If you don't have access to do this, you can use the webchat option via the website or app. Thanks, Sukhi
New boiler - Fantastic job by British Gas.
We have just had a new boiler and some new replacement radiators installed by British Gas. They were amazingly efficient, professional and tidy. Couldn't believe they could do all they did in 5 hours. They sent 2 engineers so one fitted the new radiators and the other concentrated on replacing the boiler. Strongly recommend them.
August 26, 2026
Unprompted review
Reply from British Gas
We're so pleased to hear about your positive experience with the boiler and radiator installation! It's fantastic that our engineers were efficient, professional, and tidy, completing the work so quickly. Thank you for your strong recommendation! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Would recommend
Overall experience with British Gas from start to finish has been brilliant, would recommend
August 21, 2026
Unprompted review
Reply from British Gas
We're so pleased to hear that your overall experience with us has been brilliant from start to finish! Thank you for your recommendation and for sharing your positive feedback. If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Failing to switch tariff & £813 debit
Back in February 2026 I asked to go on an EV tariff after purchasing my first EV. Upon the first call, I was told they cannot do it straight away as they had to split my account. After asking how long, they quoted me one working week.
I phoned back 9 days after asking if the split has been completed and I was told “Not yet”. They then informed me that the split could take 30 days instead.
Getting into April, I phoned up again asking if I can now upgrade, which they told me yes, but my bill would have gone from £104 to £190. I queried the large change as it’s almost a 100% increase for the same appliances but with a cheaper rate for the car… which they said they could not help with and that was the billings department to answer. They informed me a case had been raised with their billing team who will contact me.
June… nothing…. July…. Nothing….
August was the end of my fixed rate so it was pointless at this point asking for the change, as I’m moving to EDF.
However, I’ve now been hit with a £813 debit which solely consists of EV charging at a much higher rate.
Absolutely infuriated with British Gas, their support is also absolutely shocking.
August 28, 2026
Unprompted review
Reply from British Gas
I'm truly sorry to hear about the incredibly frustrating experience you've had trying to switch to an EV tariff and the subsequent billing issues. It's completely understandable that you're infuriated, and I deeply regret the repeated delays, lack of clear communication, and the significant debit you've incurred. This is certainly not the standard of service we aim to provide. We'd appreciate the opportunity to investigate this further for you. If you'd like to discuss this further, please send a PM on Facebook using https://m.me/britishgas & include #Trustpilot, include your full name, address & DoB. One of my colleagues will get back to you. If you don't have access to do this, you can use the webchat option via the website or app. Thanks, Sukhi
Straight to the job in hand
Straight to the job in hand, efficient friendly explained ehst he was doing. No complaints
August 28, 2026
Unprompted review
Reply from British Gas
That's wonderful to hear! We're so pleased that our engineer was efficient, friendly, and clearly explained everything. Thank you for sharing your positive feedback with us! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Engineer was great
Engineer was great. Friendly and took time to explain recommendations
August 28, 2026
Unprompted review
Reply from British Gas
Thanks for taking the time to share your positive experience with us. It's wonderful to hear that our engineer was friendly and took the time to explain their recommendations thoroughly. If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Reply from British Gas
We are so glad to hear that our reliability, punctuality, and communication met your expectations. Thank you for your kind words! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Professional
Arrived at the time the message said. Explained all aspects of the service and what warning flags to look out for. Happy to get a recommended improvement.
A lot better than Dave with his wrench.
August 28, 2026
Unprompted review
Reply from British Gas
We're so pleased to hear that your service arrived on time and that all aspects of the service were clearly explained, including what to look out for. It's great that you received a recommended improvement! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Our engineer was very friendly
Our engineer was very friendly, communication was clear, prompt and professional.
August 28, 2026
Unprompted review
Reply from British Gas
Thank you for your wonderful 5-star review! We're so pleased to hear that our engineer was friendly and that you experienced clear, prompt, and professional communication. If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
The engineer arrived as planned.
The engineer arrived as planned.
With years of experience.
Which gives you peace of mind.
And a reputable company whom I have used for years.
And priced competitively.
August 28, 2026
Unprompted review
Reply from British Gas
We're so pleased to hear about your positive experience with our engineer and that you appreciate our competitive pricing. It's wonderful to know you've been a long-time customer. Thank you for your kind words! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
I have had an amazing experience with…
I have had an amazing experience with British Gas. They helped me and have kept my boiler and my home safe snd working. The engineer has always been helpful, clear and takes the time to explain what has happened or happening.
August 28, 2026
Unprompted review
Reply from British Gas
Thank you for your fantastic 5-star review! We're so pleased to hear that our engineer has always been helpful and clear, taking the time to explain everything. It's wonderful to know you've had such an amazing experience with us. If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Engineer appointment made for following…
Engineer appointment made for following day and problem fixed with 24 hours of first contact. Quick and reliable service.
August 28, 2026
Unprompted review
Reply from British Gas
Thank you for your fantastic five-star feedback! We're delighted to hear that an engineer appointment was made quickly and the problem was fixed so soon after your initial contact. We appreciate you highlighting our quick and reliable service. If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Booked engineer online at 11pm and had…
Booked engineer online at 11pm and had problem solved by am next day
Great service by a pleasant engineer
August 28, 2026
Unprompted review
Reply from British Gas
Thank you for your fantastic 5-star review! We're so pleased to hear that you were able to book an engineer so quickly and that the problem was resolved the very next morning by a pleasant engineer. We truly appreciate your positive feedback! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
Very very professional and a very good…
Very very professional and a very good experience to use British Gas
August 28, 2026
Unprompted review
Reply from British Gas
Thank you for your fantastic 5-star review! We're so pleased to hear that you had a very professional and good experience with us. We truly appreciate your positive feedback! If you need any help in future, please don’t hesitate to reach out on our social media platforms: Facebook or Instagram. Be sure to mention Trustpilot so we can pick up your query quickly 😊 Thank you-Sukhi
My electric use had not changed but my…
My electric use had not changed but my direct debit went from £75 to over £100.
Beware.I was duped into thinking it would be a company that just took what you use but no.Then some BS about having to take more as my use will go up in winter.
July 25, 2026
Unprompted review
Reply from British Gas
Hi , really sorry to hear your unhappy with the service received from us, this is far from the service we aim to provide and I’m really sorry we’ve let you down. We value you as a customer and hate to disappoint you. I’ll do everything I can to make this right for you and have this feedback sent higher up to ensure changes are made to improve our services. If you’d like us to look into this further, please don’t hesitate to reach out to us via our social media platforms — Facebook at https://m.me/britishgas, X (formerly Twitter), LinkedIn, or Instagram. Just mention Trustpilot so we can find your query quickly and assist you.
Thank you, Hasina
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