British Gas New Heating LTD Reviews

Working with the Energy Ombudsman currently to reclaim £2700 overcharged costs over 2 years that they tried to get away with after I found they were charging me for a later households energy meter when I moved out. Have spent since last August trying to get a refund from British Gas and was forced to ask for support from the Ombudsman, Ombudsman awarded me the full amount plus £150 is damages for frustration as well as an official apology. BG were meant to pay this last week and are now playing games about returning the funds. Disgusting company with zero morals or ethics. Will never use them again and will actively ensure none of my friends or family use them. There's a lot more to this story but hoping this review may help turn someone away from using this company and avoiding this terrible treatment.

I spent a year trying to get British Gas to understand that my mother had passed away and to close her account. They continued to write to her and send her bills. This company symbolises all that has gone wrong with British industry and those in charge should be ashamed of themselves. British Gas had me drive a 450 mile round trip to take photos of the meter at my late mother's house, then told me that I had not taken the right photos. The customer service department reminds me of the children's TV show "Sooty and Sweep" in terms of how aligned it is to reality, except that Sooty, Sweep and Sue would have more of an idea of customer service than all of the staff at British Gas put together. My complaint is with the Ombudsman now, hopefully they will be able to resolve what is essentially a simple matter and give British Gas some guidance as to how to improve. Avoid this company at all costs.

Outstanding service from the engineer at British Gas, Andrew who came to fix my mum’s boiler in Cambridge. Two previous visits from different engineers hadn’t resolved the issue, but he took the time to properly investigate and didn’t give up until everything was working perfectly. I called at 10:30am and he arrived two hours later — a brilliant response time! Andrew was friendly, professional and incredibly efficient. He went above and beyond to fix the problem. We can’t thank him enough. My mum said she is very proud of him, and British Gas should be very proud to have him on their team!:)

Horrible customer service , got a called from British Gas 9:34 am on 13/02/2026. As I was doing a compare to see if I wanted to switch service provider the gentlemen who I was speaking to ( I don’t believe he’s a gentleman for reference ) I noted that I was doing comparable rates of all services providers he was respectful and cordial and untill I mentioned that am not interested in joining during mid sentence and proceeded to end the call . Now if that’s how they are if you decide not to join them imagine what they would be like if you did !! I am happy I save myself from this bullet! The horrible customer service did me a great deal of good than bad thank you British Gas !

I've never complained about anything in my life. However, after over a year of the worst possible customer experience imaginable, and a reduction in bill by over £700 as supported by the energy ombudsman, I can finally say I'm free from the toxic shambles that is British Gas. Stay well clear at all cost.

If I could give zero stars i would. 20 years as a customer. Broken smart meters that never get fixed. Incorrect bills all the time. Horrendous customer service and amongst tbe worst in class and then to top it off nicely, when I leave to goto octopus energy British gas owed me money. 5 months on and multiple lies and false promises and I still have not recived what they owe me. Had enough now and have reported to the energy ombudsman. Avoid this company at all costs. There are far far better energy providers about.

I have had a new combi boiler installed by British Gas. I have no issues at all with the engineer who undertook the work. He was considerate and efficient. It was far too much for one man and when an electrician was promised he didnt come. This delayed the job by several days. The invoice was revised for various reasons and BG took the whole amount from my current account without warning or sending a copy of the invoice. The bank declined the payment and I am stii awaiting theInvoice so I can pay. .

British Gas have completely lost their way with Customer Service. Time to leave for a Compsny that truly provides good Customer service, hello Octopus. I’ve spent the past 9 months trying to get a bill generated from BG speaking to advisors on 8 occasions and 2 Engineer visits. Even the engineers believe “BG has gone to the dogs in recent years”. No wonder Octopus are now the biggest energy provider in UK. It’s simple, look after your customers!!

I have had meters fitted last week Saturday 17th January. I was told to contact British Gas to request it to be commissioned. Then I was told I need an engineer out on Monday 19th January. An engineer came out and said nothing for me to do here it needs to be commissioned remotely. Called British Gas again only to be told it will be commissioned. No update. Called British Gas again on Thursday 22nd January. Was told it’ll be done by 10am Friday 23rd January. After pressing them last night they sent out an engineer again who had advised it needs to be commissioned remotely. I have topped up my gas with £50 and this has not even transferred onto the meter. BG are quick to respond and send out engineer but their call centres are a nightmare. Agents don’t have a clue what they are doing. Do not go for BG avoid at all costs.

Changed suppliers and Was told to wait 42 workings days for my final bill which would include my Warm Home Discount. I’ve waited over 42 working days and still haven’t received my money back. No one at British Gas has helped resolve the matter and I have now had to escalate to energy ombudsman

I am ending my contract with British Gas after a very frustrating and financially stressful experience. My tariff with British Gas was a fixed 18-month contract, with a £50 exit fee per fuel, and it was originally quoted at £175 per month at the start of the contract. Despite this, my account quickly fell into debt over the year. I was contacted by British Gas in an attempt to persuade me to stay, with the claim that they could offer a “cheaper” tariff. During the call, I explained clearly that their prices have not been cheap at all. Over the past year, my account accumulated significant debt, to the point where I had to increase my direct debit and add an extra £100 per month just to try to reduce it. Despite this, the debt is still not cleared and currently stands at over £400. I explained that if my account had been calculated correctly from the beginning, based on accurate readings, I would not be in this situation. Even with a smart meter installed, British Gas meter readings and the bills issued have consistently not matched, which has been a major issue throughout the contract. I also made it clear that British Gas was not my first choice. I only went with them because the property was new and there were limited options available at the time. Before switching suppliers, I thoroughly researched prices and usage, so this decision was not made without due diligence. During the call, the advisor (Adam) quoted a new figure of £165 per month, compared to £175 per month with Octopus. However, he also stated this was only an estimate and that I would likely end up paying more anyway. I explained that my new supplier’s figures are based on accurate meter readings from the entire previous year, which is exactly why I trust those calculations more. I also stated that I had previously been with Octopus and never experienced these issues. Shortly after this, the call was terminated by the advisor. Overall, this experience has left me extremely disappointed. Poor billing accuracy, increasing debt on a fixed tariff, and dismissive handling of legitimate concerns are the reasons I will not be returning to British Gas.

Homecare appointment booked in for 14th of December as boiler was dripping water , guy called David in Scarborough came and had a look at boiler, told me on the phone that the parts needed replacing but there is a wait time so boiler would have to go off for 3days, having 2 young children I said I cannot do that, so what he done instead is budged it up, obviously 2 weeks later boiler was still leaking. A guy called Hisham came out and looked at it, and couldn’t get his head around why the other person haven’t ordered the part, this is 29th of December. So he did order the part, fast forward to 7th of January no sign of engineers or anything so I went on the app to have look and it’s been booked in for 7th December 2026….. I’ve just spend another 45 minutes on the phone, so they could tell me there is no engineers till next week. Roll on September when the insurance finishes and I can switch to someone else..

I had a very poor experience with British Gas regarding emergency credit on my gas meter. I was promised short-term support during financial difficulty, but the emergency credit was never actually provided. Later, when I topped up with my own money, part of it was taken to repay “emergency credit” that I never received. I contacted British Gas at least five times. I was given conflicting information, and some staff even admitted they did not know how to activate emergency credit. At one point, I passed the phone to a shopkeeper so they could speak directly to British Gas, but I was simply told to try a different shop. This solved nothing. I was sent a new top-up card that arrived empty, then given written instructions which were followed correctly at the Post Office — still no credit was added. All this happened during freezing weather, with temperatures dropping to –2°C. Offering support that cannot be delivered only made my situation worse. Very disappointing service, poor communication, and no proper resolution.

If I could give it 0 stars I would. When we got an electric car we changed to BG as we was having problems getting onto an EV tariff with our current supplier, British Gas said they would be able to set us up on the EV friendly tariff within 2 weeks of us joining and to await their call. Which we never received. Continuously chased up and continued to get passed from pillar to post! As this was costing us more than it should have been we changed suppliers once again, to then receive a final bill from BG of £479.05! This was for a months use, imminently we rang and spoke with someone who reassured us this usage was not correct and the reading was way to high, they would look further into this and get back to us with a new bill in a weeks time. Once again the phone call never happened. We continued to receive letter with the same figure stated, as we were waiting for a call back that never happened we did not pay this. Finally a call was made to us but not from the same advisor, wanting to collect the £479.06 bill, I explained the above and again was told I would be transferred to another member of the team which seems to be a running theme with this company to fob you off. However when she come to transfer me she put the phone down instead. A few minutes later an email was sent to myself with the same bill on but this time threatening me with the ‘a payment must be made in 5 working days or it will be taken to the debt collecting agency, with a further charge on top.’ As the phone lines was closed I went on to the live chat, who clarified again this was an incorrect charged and our actual final bill was £45! I’m still awaiting this to come through to pay and hoping no further issues come of this but I am absolutely disgusted in how a company of such a high name can claim you owe such a high figure when in fact it’s £434.05 less! It’s upsetting how vulnerable people could be taken advantage of, been terrified they would have debt collectors at their house if they did not pay. You should be ashamed of yourselves as a company it’s disgusting.

We have just moved home and most of our new estate are with another supplier so are cancelling British Gas. Just had a call and the lady said she was offering discounts for us to stay but because she didn’t like our reply, she hung up! So unprofessional! Won’t touch British Gas with a 10ft barge!!!

Absolutely hopeless. If given the choice, I’d rather live life by candlelight and cook over a camp fire than have to have British Gas as my energy supplier. 2 months into an issue with my electric meter in my new build property (which British Gas installed and registered incorrectly in the first place) and I’m no further forward than day one. Every time I’ve spoken to anyone I’ve had to explain my problem from scratch, they clearly just read from set scripts and apply zero common sense to the problem. If given the option, make sure British Gas is at the bottom of the list, and if you inherit them as a supplier as I did, make sure you change to an alternative ASAP.

British Gas will fix the boiler down the street, then dump it outside your property with no details, nothing to say they will collect, and no notice to anyone. This is flytipping. If you get the item removed at your own cost (because it's an eyesore outside your property), they won't even know, or care. I asked them to start putting notices on the items they will collect, but their advisors just say it will be collected. No notice is given to the people whose property it's dumped outside. They need to be investigated for flytipping. This must have happened thousands of times in the past as it's their usual practice to leave boilers on the side of the road for days until it's collected. Half their team don't even know the word flytipping so have no idea how to handle my request. Its a safe bet that local councils and other residents have had to remove a lot of these boilers in the past. Thankfully, you have Hayley in your installations team who understood the issue (the 4th person I spoke with). She discussed with a manager and is investigating. The facebook team, on the other hand, tell you to call someone and cut the conversation because they don't want to deal with it. Energy supply may be ok, but the customer service is shocking.

Absolutely the worst company I’ve ever dealt with. I was over £400 in credit, paying my bills on time, doing everything right. Then their automated system – with no warning, no consent – slashed my monthly payments, which pushed me straight into over £1,000 of debt. Their system created the debt. Not me. When I told them I physically couldn’t pay that amount at once, they immediately sent the debt to a legal team, hammered my credit score, and acted like it was my fault. I raised a complaint, and the call handler literally told me: “I’ll be your case worker, so there’s no point complaining. The outcome will be the same.” That says everything about how little they care. This company is hostile, predatory, and shameless. They take credit from customers, misuse automated systems, create debt out of thin air, and then punish you for their own mistake. Prices are outrageous, treatment is disgusting, and customer service is dismal. British Gas didn’t just mishandle my account — they destabilised my credit, ignored my complaint, and made it very clear that customers are nothing but numbers to squeeze. I will never use them again. I will warn everyone I know. And I genuinely advise anyone reading this: avoid this company at all costs. They do not deserve your money or your trust.

I called cause my boiler wasn't working after a power cut in the morning that was caused because of flooding in the nearby area). I talked to 2 guys who barely spoke English. They got my details twice, none of them was able to provide any advice. They told me that they will send an engineer that will cost me 60 pounds (my excess amount). So, to be clear, I pay British gas a set amount per month and what I am getting? Once per 2 years a boiler check and nothing else.. Disappointing. In modern times I believe companies have to offer more to attract customers not less. I will consider alternative professionals after this.. Ps. Managed to fix the problem myself in the end. The remote thermostat had run out of battery.

I recently moved into a new 3-bedroom house and joined British Gas through their referral scheme, expecting to qualify for the promised voucher. To make sure everything was on track, I called customer service, who told me I would only find out after 90 days if I qualified. This seemed odd, but I waited. After 90 days, British Gas informed me that I was not eligible because the property was already with them previously. I explained that this was a new tenancy agreement, a new person, a new account, and a new contract—clearly a fresh start. Still, they refused, insisting the referral only applies to “switching customers,” effectively tying me into a contract I could no longer cancel. On top of that, I later discovered another issue: the referral voucher “reward” was effectively clawed back through inflated standing charges. I was paying around 60p/day, while the tariff I signed up for should have been 29p/day. In other words, they recovered more money than the voucher itself was worth, leaving customers worse off. This experience feels deceptive and misleading. British Gas is using the referral scheme as a hook, but in reality, customers are tied into overpriced contracts and denied rewards on technicalities. My advice: be very careful before trusting British Gas’s referral scheme or their tariffs.