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... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Boiler serviced today, same engineer as last year who then also fixed the hot water supply to a radiator not working, been fine since. Rang to confirm time of arrival. Prompt, tidy, efficient. Very ha... See more
Company replied
We had no hot water on a Sunday rang for Engineer at 8.50 given apt.12-6pm. Engineer rang in area could call at 11am brilliant bloke sorted it very professional cannot praise British Gas enough we are... See more
Company replied
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... 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
4.4
Excellent
353K reviews
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The engineer was efficient and helpful
The engineer was extremely efficient and professional . He went the extra mile to sort out a repair in addition to checking the gas boiler
25 August 2026
Unprompted review
Reply from British Gas
We're so pleased to hear about your positive experience! It's wonderful that our engineer was efficient and professional, and went the extra mile to assist you. We truly appreciate your feedback. Thank you for trusting us to take care of your home.
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
Friendly and efficient
Friendly and efficient. Engineer phoned me telling of time of arrival. Clean
25 August 2026
Unprompted review
Reply from British Gas
We're so pleased to hear that our engineer was friendly and efficient, and that you were kept informed about their arrival time. Thank you for your wonderful feedback! Thank you for trusting us to take care of your home.
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 pleasant engineer
The engineer who came to our problem was knowledgable and very pleasant which reassured my wife and I. He replaced our thermostat radiator valve assembly as it was damaged. This was done quickly and accurately.
25 August 2026
Unprompted review
Reply from British Gas
We're so pleased to hear that our engineer was knowledgeable and pleasant, providing reassurance to you and your wife. It's great to know the damaged thermostat radiator valve was replaced quickly and accurately. Thank you for sharing your positive experience Thank you for trusting us to take care of your home.
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
Fast and efficient service.
Fast and efficient service.
Polite and friendly
Explained the procedure thoroughly
Thanks
25 August 2026
Unprompted review
Reply from British Gas
It's wonderful to hear that you experienced fast and efficient service! We're also glad that our team was polite, friendly, and thoroughly explained the procedure. Thank you for sharing your positive feedback. Thank you for trusting us to take care of your home.
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 and reliable boiler service
Engineer phoned to let me know even they would be arriving. They were friendly, and checked the boiler and flue conditions, and radiators. They advised on maintenance works to be aware of in future.
25 August 2026
Unprompted review
Reply from British Gas
It's wonderful to hear that our engineer provided such a great service! We're delighted they kept you informed of their arrival and offered helpful maintenance advice for the future. Thank you for your positive feedback. Thank you for trusting us to take care of your home.
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
Annual boiler service
Phoned before they arrived to say they were on their way, a good clean job done, when asked to explained how to top up the boiler he did so and talked me through it.
25 August 2026
Unprompted review
Reply from British Gas
It's wonderful to hear that our engineer called ahead and did such a clean job! We're especially pleased that they took the time to explain how to top up your boiler. Thank you for sharing your positive experience. Thank you for trusting us to take care of your home.
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
Waiting over 3 weeks for a billing…
Waiting over 3 weeks for a billing compliant that I was told would take 7/10 days, no communication from BG, when I visit the chat I just get fobbed off and fobbed off
like the below today Agent (25/08/2026 2:21:24 PM): Even the responses on Trustpilot BG lie
I'm sorry that you haven't received a response yet, I'll surely check about this for you. Please allow me 4-5 minutes to check this account. I'll be working in another window and I'm still here if you need me in the meantime.
Peter (25/08/2026 2:21:55 PM): I have done three Trustpilot reviews again with a promise publicly we will look into this again NO RESPONSE
Peter (25/08/2026 2:23:49 PM): I sent the last email on 17th August to the customer team and Guess What NO RESPONSE
Agent (25/08/2026 2:26:53 PM): Thanks for waiting and sorry for the delay in processing the request and keep you waiting for a longer time.
Agent (25/08/2026 2:27:27 PM): I confirm that the complaint is open and the case handler is still working on the case. An email was sent on 15 Aug 2026 and 17 Aug 2026
Agent (25/08/2026 2:27:39 PM): Have you not received this?
Peter (25/08/2026 2:28:42 PM): Yes but it's now 25th August i was told it would take 10 days at most it's now 22 days since I raised the compliant on August 3rd
Peter (25/08/2026 2:28:59 PM): This is poor customer service
Peter (25/08/2026 2:29:53 PM): If I owed BG Money you wouldn't accept silence for 22 days and emails stating I'm looking into this
Agent (25/08/2026 2:31:13 PM): I'm sorry Peter. I've nwo added this to the complaint notes to contact you at the earliest. Please be assured the case handler will contact you soon.
Peter (25/08/2026 2:31:44 PM): Why should I beleive you I have been lied and lied to weekly
Agent (25/08/2026 2:33:59 PM): I'm sorry Peter. I understand that you had a bad experience earlier. But request to trust you on this to make this better. This is a documented chat. So I cant lie. The complaint is still open with the specialist team working on this and this will remain open until you're happy that all issues have been fully resolved.
Peter (25/08/2026 2:34:36 PM): What is taking so long
Agent (25/08/2026 2:37:13 PM): The case handler had raised the issue with the specialist team. So the team investigates and checks the energy account regarding the bills. So it takes time. Bit please be assured, the case handler is handling this on priority.
25 August 2026
Unprompted review
Reply from British Gas
We are truly sorry to hear about the extended delay and the frustration you've experienced with your billing complaint. We understand how important clear and timely communication is, and we sincerely regret that we have fallen short of your expectations in this regard. We are actively reviewing your case to understand why the resolution has taken longer than anticipated and to ensure that you receive a comprehensive update as soon as possible. We appreciate you bringing this to our attention. Thank you for trusting us to take care of your home.
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
Thank you for trusting us to take care of your home.
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 helpful
Very helpful, offered advice to me and couldn't be more helpful than he was
24 August 2026
Unprompted review
Reply from British Gas
That's wonderful to hear! We're so pleased that our engineer was very helpful and provided excellent advice. Thank you for sharing your positive experience with us! Thank you for trusting us to take care of your home.
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
Thank you for your wonderful 5-star review! We are absolutely delighted to hear that you found our service to be fast, friendly, and clear. We truly appreciate you taking the time to share your positive feedback. Thank you for trusting us to take care of your home.
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 by all the engineers…
Excellent service by all the engineers involved Quick and clean job.
21 August 2026
Unprompted review
Reply from British Gas
Thank you for your wonderful 5-star review! We're so pleased to hear that our engineers provided excellent service and completed the job quickly and cleanly. We truly appreciate your positive feedback! Thank you for trusting us to take care of your home.
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
Thank you for trusting us to take care of your home.
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
Thank you for trusting us to take care of your home.
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 (Ken) was on time
Engineer (Ken) was on time, efficient and a pleasure to talk to.
25 August 2026
Unprompted review
Reply from British Gas
Thank you for taking the time to leave such a positive review! We're delighted to hear that our engineer was on time, efficient, and a pleasure to interact with. We appreciate your feedback. Thank you for trusting us to take care of your home.
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 professional and efficient…
Very professional and efficient engineer
Who was able to offer guidance re new products
25 August 2026
Unprompted review
Reply from British Gas
We're so pleased to hear that our engineer was professional and efficient. It's also great that they were able to provide guidance on new products. Thank you for your wonderful 5-star review! Thank you for trusting us to take care of your home.
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
British Gas annual boiler review.
Excellent, friendly, professional service from British Gas, as always.
25 August 2026
Unprompted review
Reply from British Gas
Thank you for your wonderful review! We're so pleased to hear that you consistently receive excellent, friendly, and professional service from us. Your feedback is greatly appreciated. Thank you for trusting us to take care of your home.
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
Boiler failed after 4.5 months
I purchased a house back in February 2026 and it had a very old boiler, so wanting reliability I thought I would get British Gas to come out and quote for a replacement. The engineer turned up promptly and checked everything over and we went ahead with the new boiler install. It was a like for like swap. The engineer came out and fitted it and it worked flawlessly until now. The boiler showed an error code and no hot water. Tried the remote chat with British Gas and all they wanted to do was sell me an extra insurance policy. They didn't even want to look at a faulty boiler that was only 4.5 months old. Called them instead which was a lot easier and they sent an engineer out. Recieved a call later to say that the engineers van had broken down and they weren't coming until the next day. The engineer turned up promptly the next day and reset the boiler and had a look at the pipework - the same pipework the sales engineer and boiler engineer had looked at and never said anything about, and then told me the pipework was all wrong.
They sent me a quote for remedial work which I accepted and booked in. Circumstances change and I called the day after booking it to change the booking date, which the lady on the phone did for me. Unfortunately the boiler only ran for about 25 minutes after the engineer left.
Fast forward to today the fitting date and I called British Gas to confirm the appointment, which they did and they reassured me the engineer would be on site to carry out the repairs between 08:00 and 12:00. It got to 13:00 and I called British Gas again to find out how long the engineer would be, only too be told that the booking hadn't been moved correctly and had only been changed on one of their systems and not the one that assigns the work.
So I wasted a days worth of annual leave from work waiting in for an appointment that will never happen and now have to take a second day off for the original appointment.
The real annoyance for me is two British Gas 'engineers' looked at the heating system and never mentioned any problems with it at all. Now one says it's wrong. Who should I believe? That coupled with a 4.5 month old boiler that has broken down and isn't working, or it isn't producing hot water. Luckily I have an immersion heater which will give me hot water albeit at a lot higher cost, but really? Should I expect it to fail after only a few months worth of use? Which engineer is telling the truth over whether the pipework is correct or not?
Frustrated and annoyed is an understatement. I wish I had never used British Gas and had gone with a locally recommended installer.
25 August 2026
Unprompted review
Reply from British Gas
I am truly sorry to hear about the incredibly frustrating experience you've had with your new boiler and the subsequent service issues. It's clear that the problems you've encountered, from the conflicting information about your pipework to the missed appointment and the boiler breakdown, are completely unacceptable. We understand how disappointing this must have been, and we truly regret the inconvenience and stress caused. We'd appreciate the opportunity to investigate this further. 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
Boiler repair
Engineer was very professional and knowledgeable regarding the repair that was required
24 August 2026
Unprompted review
Reply from British Gas
Thank you for your fantastic 5-star review! We're so pleased to hear that our engineer was very professional and knowledgeable regarding the repair that was required. 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
A very good service provided.
The engineer called to say he was on his way. He carried out a very thorough safety check and service on my gas fire. He gave me good safety advice and explained everything he was doing. He was polite, courteous and tidied up before he left. A very good service.
25 August 2026
Unprompted review
Reply from British Gas
It's wonderful to hear that our engineer provided such a thorough safety check and service for your gas fire! We're delighted they gave you good safety advice, explained everything clearly, and were polite and courteous. Thank you for sharing your positive experience. 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
Yearly service as normal
Yearly service as normal , all good , engineer Dave excellent at his job
25 August 2026
Unprompted review
Reply from British Gas
We're so glad to hear your annual service was excellent and that our engineer provided such great work. We truly appreciate 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
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