Recently changed our insurance for boiler to BG so they arranged for an inspection. Andy who was very professional went over and above - even went up into the loft to check the flue. Also suggested a... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Really helpful, knowledgeable surveyor, able to answer all our questions about renewing boiler as against getting heat source pump. Package with new boiler, thermostat, flue and flushing of system loo... See more
Company replied
Dave was the engineer who attended my home to fit an isolation switch at the meter. He was so professional but took time to be warm and helpful. The job was executed to the highest standard and he too... See more
Company replied
I have been with British Gas for many years having the check up once a year. Having recently moved they came out and checked everything in the new place. It gives me a great sense of security knowing... See more
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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
4.4
Excellent
353K reviews
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Great engineer
Great engineer. Arrivedbin time and worked efficiently. Left it clean and tidy. Informative and explained what was required. Thanks
21 August 2026
Unprompted review
Reply from British Gas
I'm glad to hear your appointment went so well James 👍Thanks for the great review, Mel
Always get a brilliant service from…
Always get a brilliant service from British Gas Home Service. Engineers helpful a d experienced in service and repairs.
18 August 2026
Unprompted review
Reply from British Gas
I'm glad to hear that we're getting things right for you Ruth 😊 Thanks for the great feedback, Mel
Excellent service and professional…
Excellent service and professional engineer
20 August 2026
Unprompted review
Reply from British Gas
That's what we like to hear Paul 👍Thanks for the 5 ⭐s! Cheers, Mel
Poor customer service from British Gas
At the beginning of July I requested a boiler repair through the British Gas Home Care service. On the first engineer visit I was advised that my boiler required a Power Flush at the cost of £925. I booked this job in unaware that British Gas had subcontracted this job to Dyno-Rod. There were issues between Dyn-Rod and British Gas with their booking system which meant that I was messed around with my appointments. The Power Flush job was not done properly and the engineer had to return, I had to chase for that to be done when he did not turn up. Dyno-Rod do not quality assure their jobs properly. I had to have EIGHT engineer visits in total to fix this boiler due to incompetence from British Gas. Parts were not ordered on visits, incorrect items were then received. This was a complete nightmare. I had to keep taking days off work to wait in for engineers. Even on the seventh visit the engineer told me the boiler was fixed but only the hot water was working so I had to call him back. He then arranged an eight visit to finish off the repair. Now British Gas have had the audacity to send me an invoice for £120. I am gob smacked. This story is too long to tell in detail. I have left several messages and sent emails to the person dealing with my complaint but haven't heard anything since I tried yesterday. This is the worst customer experience that I have ever received from such a large organisation.
8 July 2026
Unprompted review
Reply from British Gas
Hi Cynthia, this is really disappointing to read. I'm so sorry about the catalogue of errors, with the number of appointments, lack of communication and mix up with parts. This falls very short of the level of service we aim for or that you should expect from us. If you'd like me and my team to check on your complaint, please contact us. You can do this by sending a private message via Facebook, X, LinkedIn, or Instagram. If you include #Trustpilot and a brief summary of your review, we will get back to you there. Thanks, Mel
Smary metre gas engineer…
My experience with your gas engineer was excellent just got on with the job in hand no fuss no mess job done .well done British Gas thank you
19 August 2026
Unprompted review
Reply from British Gas
Hello Archie,
Thank you for taking the time to leave a review.
I'm delighted to hear that you had an excellent experience with your smart meter installation. It's great to know that the engineer got on with the job efficiently, caused no fuss, left everything tidy and completed the work to a high standard.
Feedback like this is always appreciated, and I'm sure the engineer will be pleased to hear that their professionalism and straightforward approach made such a positive impression.
Thanks, Asif.
The information from the engineer sent…
The information from the engineer sent to my house is really helpful.
20 August 2026
Unprompted review
Reply from British Gas
Hello Biodun,
Thank you for taking the time to leave a review. I'm pleased to hear that the information provided by the engineer was helpful. Taking the time to explain things clearly and make sure customers have the information they need is an important part of the service we aim to deliver.
It's great to know that your visit was a positive experience, and I really appreciate you sharing your feedback.
Thanks, Asif.
Repair was carried out as arranged and…
Repair was carried out as arranged and with the minimum of fuss - would recommend.
20 August 2026
Unprompted review
Reply from British Gas
Hello David,
Thank you for taking the time to leave a review. I'm pleased to hear that the repair was carried out as arranged and that everything was completed with minimal fuss.
It's great to know that the service met your expectations and that you would recommend us to others. Feedback like this is always appreciated and means a lot to the team.
Thanks, Asif.
Jamie the engineer was excellent
Jamie the engineer was excellent, and answered my many questions clearly and happily. Thank you!
20 August 2026
Unprompted review
Reply from British Gas
Hello Anna,
Thank you for leaving such a lovely review. I'm delighted to hear that Jamie provided excellent service and took the time to answer all of your questions clearly and patiently. Making sure customers feel informed and confident is an important part of the job, so it's great to know he made such a positive impression.
I'll be sure to pass your kind feedback on to Jamie and the team.
Thanks, Asif.
All went according to plan
All went according to plan. Engineer was cordial and efficient so no issues arising.
20 August 2026
Unprompted review
Reply from British Gas
Hello Barry,
Thank you for leaving a review. I'm pleased to hear that everything went according to plan and that the visit was completed without any issues.
It's great to know that the engineer was cordial and efficient throughout the appointment. Feedback like this is always appreciated and reflects the level of service we aim to provide.
Thanks, Asif.
Boiler problemWe had a problem with not getting hot…
We had a problem with not getting hot water. Had a new boiler in April. They were here in 24 hours. Needed to order some part. Came and fitted it the following day. Very pleasant and professional
13 August 2026
Unprompted review
Reply from British Gas
Hello Mrs Barton,
Thank you for taking the time to leave a review. I'm pleased to hear that when you experienced an issue with your hot water, the team responded quickly and attended within 24 hours.
It's also great to know that, although a replacement part was needed, it was ordered promptly and fitted the very next day. Your comments about the engineers being pleasant and professional throughout the process are particularly appreciated and will mean a lot to the team.
Thank you for sharing your positive experience.
Thanks, Asif.
Ev charger fitting
Professional staff, good advice, work done quickly with minimum fuss, explained everything clearly.
Appointment booking process was a bit of a one way street, which is the reason for 4 stars instead of 5
20 August 2026
Unprompted review
Reply from British Gas
Hello,
Thank you for taking the time to leave a review. I'm pleased to hear that you found our staff professional, received helpful advice and that the work was completed quickly with minimal disruption. It's also great to know that everything was explained clearly throughout the process.
I appreciate your feedback regarding the appointment booking process. While I'm glad the overall experience was a positive one, I understand how important it is for the booking journey to be as straightforward and flexible as the service itself.
Thank you again for sharing your experience with us.
Thanks, Asif.
I had a genuinely lovely experience…
I had a genuinely lovely experience with British Gas engineer Toby on 20 August. From the moment he arrived, he was extremely polite, friendly, professional and respectful. He took the time to listen carefully, explained everything clearly and patiently, and made sure I understood what he was doing. I really appreciated how considerate he was in my home and how efficiently and carefully he carried out his work. His warm personality and excellent customer service made what could have been a stressful situation feel easy and reassuring. Toby is a real credit to British Gas, and I would be very happy to recommend him. I truly believe his excellent service deserves to be recognised.
20 August 2026
Unprompted review
Reply from British Gas
Hello Razvan-Ionut,
Thank you for sharing such wonderful feedback. I'm delighted to hear that Toby provided such a positive experience from start to finish.
It's fantastic to know that he took the time to listen, explain everything clearly and make sure you felt informed and reassured throughout the visit. The professionalism, care and respect you've described are exactly the qualities we strive to deliver, and I'm pleased that Toby made what could have been a stressful situation feel straightforward and comfortable.
I'm especially grateful for your kind comments about his customer service and friendly approach. Toby will be thrilled to know that his efforts made such a positive difference and that you would happily recommend him to others.
I'll make sure your glowing feedback is passed on and that Toby receives the recognition he deserves.
Thanks, Asif.
Engineer was prompt he advised me…
Engineer was prompt he advised me beforehand what time to expect him
On arrival he was friendly and efficient and once finished left everything clean and tidy.
He explained everything and gave excellent service. Thank you.
20 August 2026
Unprompted review
Reply from British Gas
Hello William,
Thank you for sharing your experience with us. It's great to hear that your engineer kept you informed before the visit, arrived on time and provided such a friendly and efficient service.
I'm particularly pleased to know that everything was explained clearly and that the work area was left clean and tidy afterwards. Providing a professional service while keeping customers fully informed is exactly what we aim for.
Thank you again for your kind feedback, I'll be sure to pass your comments on to the team.
Thanks, Asif.
quote for a new boiler
Requested a quote for a new boiler. Advisor was delayed due to traffic but called to give a revised appointment time. Very thorough and gave us options rather than just one product. No pressure. Very customer centric. Good experience. We had already done some homework on the likely costs, and BG came out on the higher side, but based on our previous 30 years experience of their service, opted for BG.
21 August 2026
Unprompted review
Reply from British Gas
Hello Nigel,
Thank you for taking the time to leave such a detailed review. I'm pleased to hear that, despite the delay, our advisor kept you informed with a call and a revised arrival time.
It's great to know that the visit was thorough and that you were given a range of options without any pressure. Providing honest advice and helping customers make informed decisions is exactly the approach we strive for, so it's fantastic to hear that this came across during your appointment.
I'm especially grateful for the confidence you've placed in British Gas based on your 30 years of experience with us. Your continued trust and loyalty mean a great deal, and I'm delighted that the service you received reinforced that confidence.
Thanks, Asif.
very good engineer.
20 August 2026
Unprompted review
Reply from British Gas
Hello Michael,
Thank you for taking the time to leave a review. I'm delighted to hear that you had such a positive experience with our engineer. It's always great to receive feedback recognising the professionalism and dedication of our team.
I really appreciate you sharing your comments and will make sure they're passed on.
Thanks, Asif.
Our £6000 Bristish Gas boiler…
Our £6000 Bristish Gas boiler instalation occurred yesterday. It has not worked since they left. We don't know that it ever worked. The engineers were there from 8 am until about 2 pm. We called them straight back to speak of an issue, to which they said we must call the home care insurance provider. So they installed the system on Friday and we cannot get help until Sunday. We have never seen it working, except that the display pannel lights are on.
So so so frustrated with Bristish Gas! Trying to get hold of them is a nightmare due to automated systems that repeat a repeat, taking your credit card details twice. Your bank details just get lost in the automated system. DO NOT ACCEPT WHATSAPP CHAT FROM THEIR AUTOMATED SERVICE!!!!
Don't get a boiler fitted on a Friday. We do not recommend Bristish Gas. £6000 and the thing was not working when they left early for the weekend.
21 August 2026
Unprompted review
Reply from British Gas
Hello Andrew,
Thank you for taking the time to leave a review. I'm very sorry to hear about your experience following the installation of your new boiler. I can understand how frustrating it must be to have a new system installed and then be left without the reassurance of seeing it working as expected, particularly over a weekend.
I appreciate you highlighting your concerns about the support you received after reporting the issue. This is clearly not the experience you were hoping for after such a significant investment.
I'd like to look into this further for you. Please send us a private message on Facebook, Instagram or LinkedIn, including #Trustpilot, and my team and I can take a closer look at what's happened and review the support you've received.
Thanks, Asif.
Second to none customer experience
I haven't had a quote back yet for works but based on the visit by their engineer to our new house I'm most certainly inspired with confidence to go with British Gas, the engineer was extremely courteous and polite and very knowledgeable, he wasn't trying to sell us everything under the sun and was honest about where we should prioritise the spend for the gas and heating works. As I say price not back yet but based on a customer experience a glowing testament to British Gas.
21 August 2026
Unprompted review
Reply from British Gas
Hello Raees,
Thank you for sharing your experience. It's fantastic to hear that our engineer left such a positive impression during their visit to your new home.
I'm particularly pleased that you found them courteous, knowledgeable and honest in their advice. Taking the time to understand a customer's needs and offering genuine guidance on where to prioritise work is an important part of the service we aim to provide.
It's wonderful to know that, even before receiving your quote, the experience has given you confidence in British Gas. I'll make sure your kind feedback is passed on to the engineer and the wider team.
Thanks, Asif.
Reply from British Gas
Hello Charles,
Thank you for leaving a review. I'm pleased to hear that you received very good service from us. It's always rewarding to know that we've been able to provide a positive experience for our customers.
I appreciate you taking the time to share your feedback and will make sure your comments are passed on to the team.
Thanks, Asif.
The engineer texted to advise the time…
The engineer texted to advise the time of his visit and arrived promptly. He was very efficient and courteous. He left the premises scrupulously clean and in good condition. He satisfied my questions when asked politely and without fail. I’d highly recommend anyone to take out this service.
21 August 2026
Unprompted review
Reply from British Gas
Hello Robert,
Thank you for taking the time to leave such a positive review. I'm delighted to hear that the engineer kept you informed ahead of the visit and arrived promptly as planned.
It's great to know that you found them efficient, courteous and thorough, and that they took care to leave everything clean and tidy afterwards. I'm also pleased that they were able to answer all of your questions and provide the support you needed during the appointment.
Your recommendation means a great deal, and I'll be sure to share your kind feedback with the team.
Thanks, Asif.
Boiler service
Hi, no complaints with British gas, always informed when they will arrive and the work is carried out to a high standard
21 August 2026
Unprompted review
Reply from British Gas
Hello James,
Thank you for your review. It's fantastic to hear that you've consistently had a positive experience with British Gas. Keeping you informed about arrival times and delivering work to a high standard are both things we take great pride in, so I'm pleased that's been reflected in the service you've received.
I really appreciate you taking the time to share your feedback and your continued confidence in us.
Thanks, Asif.
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