Things we can help with. Useful information
We’ve put together some handy leaflets that can help you with the most common questions we get from our customers.
You can either print these off at home or download them to a computer with a PDF reader installed (most computers have one).
Energy supply and pay as you go advice
From energy efficiency to switching supplier – if you’re looking for help, we’ve got you covered.
Ways we can help
If you’re older, disabled, or living with an illness, we’ve got some helpful advice and telephone numbers. And information on free gas safety checks.
Is a prepay meter right for you?
If you’re thinking about getting a pay as you go meter or you’re unsure if it’s the right option for you, this leaflet has all the information you need to know to help you decide.
If you have a prepay meter and are concerned about any medical or financial issues mentioned in this leaflet, please get in touch.
Be more energy efficient
How to save energy and reduce your bills, along with details on what we’re doing to stay energy efficient.
Know your rights in a changing energy market
This leaflet helps you get free independent advice about your energy supply. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.
Guaranteed standards and complaints management
Below you’ll find some of our best practice procedures and other useful leaflets.
British Gas calling
What to check before you let one of our representatives into your home.
Annual Consumer Complaint Report
Shows how we’re meeting our obligations under the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008.
How we deal with unacceptable behaviour towards our staff
We’re always interested in hearing your thoughts on how we can improve our service. But we won’t accept abusive, aggressive or discriminatory behaviour towards our staff. Here’s our statement on how we deal with unacceptable behaviour towards our staff.
Standards of performance
The services we provide, the levels of customer care we guarantee, and what you’re entitled to from the companies that maintain your pipes and cables.
We're listening – our complaints handling procedure
If you’d like to make a complaint about our energy (gas and electricity) products and services, this leaflet has all the information you need.
The Gas and Electricity Theft Charter
The Gas and Electricity Theft Charter applies to all energy suppliers. It helps us to ensure the welfare of our most vulnerable customers when we investigate cases of potential energy theft.
Code of practice for bills and payments
For info relating to bills, ways to pay and more, check out the links below.
Pay your bills your way
Choosing the right way to pay for your gas and electricity.
Back billing for domestic customers
This document complements the Code of Practice for Accurate Bills and reflects the principles which most of the major energy suppliers apply in relation to back-billing for unbilled energy consumed more than 1 year previous to the bill being issued.
Code of practice for accurate bills
The commitments energy suppliers make to give you accurate bills, and your obligations as an energy customer. Current members of the code are British Gas (including Scottish Gas), EDF Energy, E.ON, nPower, Scottish Power and SSE.
Carbon reduction plan. Achieving Net Zero emissions by 2045
At British Gas we are committed to supporting every customer to live more sustainably. To find out more about our plans to be a net zero business by 2045, our carbon reduction plan is available here.
Our Values and Our Code. Commitment to being a responsible business
Our Values and Our Code demonstrate our commitment to being a responsible business and bind us together in common pursuit of our strategy and purpose.