We're refreshing how business accounts are managed

Are there any other changes to my account?

No, nothing major is changing. You'll simply have a new account number, and if you usually get some communications by post, we'll now send them by email. Our bank details are changing, we'll email the new details well in advance. If you don't pay by Direct Debit please update our bank details before you pay. Otherwise, there's nothing to do as your Direct Debit will be automatically transferred.

I don't have a smart meter, do I need to do anything?

No action is needed right now. When it's time, we'll ask you to submit a quick meter reading so we can keep your bills accurate.

What happens if I have a broker?

If you have a broker, nothing changes. They’ll still be able to act on your behalf, manage your account and support you as normal. There’s no need to contact your broker or set anything up again, we'll let them know when your account has been moved.

Moving your account simply updates our systems behind the scenes. It won't affect how your account is managed or the support you receive.

How do I contact British Gas business after my account is transferred?

You can continue to contact us and manage your account in exactly the same way as you do today.

Whether you need help with your bills, want to submit a meter reading, discuss your account, or speak to our support teams, the contact methods available to you will remain unchanged.

Why is my site or supply address incorrect on the new system?

When accounts are moved to our new system, the site address is transferred exactly as it appears on the national address database. In some cases, this information may be incorrect or out of date.

If the address shown on your account is wrong, don't worry – we can update it for you. First, please check that the correct address is registered with Royal Mail. Once you've confirmed this, get in touch and we'll be happy to amend the address on your account and on the database. 

Why has my bank sent me a Direct Debit notification?

Some banks will inform you when your Direct Debit is cancelled and a new one is set up. This is part of the process so your payments can link to your new account number. Your agreements stay the same and your payments will continue as normal.

I pay a set amount each month for my direct debit, will that continue?

If you pay a set or fixed amount by Direct Debit each month you will automatically continue to pay the same once your account has moved.

How can I view my past bills or account history?

Just log in to My Account like usual. You'll be able to see everything in one place, including the history of your old and new accounts. 

To learn more about how the Accounts tab works on your account, visit our Help & Support article.

What will I see on my bank statement?

You'll see 'British Gas' on your bank statement next to any Direct Debit payments you make to us.

What happens to my balance if I’m in debt or have a credit as my account moves to the new system?

If you have a balance on your account, you don’t need to take any action.

Any credit or outstanding balance will transfer automatically to your new account number. You’ll see it reflected on your account once the transfer is complete, and it will continue to work in the same way as it does today.​

Your payment method, repayment plan and Direct Debit (if you have one) will stay the same, unless we tell you otherwise. If anything does need to change, we’ll let you know clearly and in advance.

What should I do if the meter reading on my final bill from the old system looks wrong?

If you believe the meter reading used on your final bill is incorrect, please get in touch and we'll review it for you.

To help us investigate as quickly as possible:

• If you've received bills based on actual (firm) meter readings recently, you'll usually only need to provide a current meter reading for us to correct it. 

• If your account hasn't had a firm meter reading for more than 12 months, we recommend taking a photo of your meter read before contacting us. This can help us validate the reading and resolve your query more quickly.

Once we receive the required information, we'll look at the reading history on your account and work with you to correct any discrepancies.

I've already agreed on a future Fixed Price Plan. Is it still valid?

Yes, it's locked in and ready to go, exactly as agreed.

Will I continue to get my existing discount?

If you have a discount for paying by direct debit, or because you agreed to your contract online, this will continue and you don't need to do anything.

Will my reduced VAT rate still apply after the account changes?

If you’re already on a reduced VAT rate, this will continue to be applied to your account after the change to your account. There’s nothing you need to do unless your eligibility changes. More information on VAT reduction and eligibility can be found on our help and support page.