British Gas' new system update
We’re building a new account system to make our service better, and we're switching all our customers to it.
You don't have to do anything. We'll contact you with all the info when it's your turn to switch. Check out our guide for more details.
Why are you upgrading your account systems?
Technology is always changing. So, to give you the best customer experience, we’ve created a new energy account system that we’re constantly improving. There are now millions of energy customers using our new billing system.
With improved technology comes the opportunity to make things more simple and efficient. As we get more efficient as a business, we can pass on the cost-savings to our customers, like we’ve already started to do with our PeakSave scheme and fixed energy tariffs.
Why is your new system better?
We’re really excited about the updates we’ve made so far. We’re still making improvements and we’ll continue to work hard so we can make managing your energy easier.
- You’ll have access to a new-look online account system, that we’re always improving.
- We have a brand-new app that will make managing your energy account even quicker.
What do I need to do?
There’s nothing you’ll need to do. We’ll write to you to let you know when your account has been moved. You’ll get a new account number that you can use whenever you contact us. It will also be available in your online account. We’ll take care of everything else:
- Your energy supply, tariff and payment details will all stay the same.
- Your new online account can be accessed using your current email and password if you already manage your account online with us.
- Direct Debit amounts and the date you pay them will stay the same. It can take up to 7 days for your Direct Debit to show on your online account.
- We’ll securely move your Direct Debit details to your new account system, so you might receive a notification from your bank to let you know.
- Any credit balances will be transferred to our new system.
- If your smart meter was already sending us your readings automatically, this will continue.
- If you were on the Priority Services Register, we’ll continue to treat you as a priority services customer.
- For customers receiving paper bills, we will continue to send paper communications.
If you use British Gas app for your energy
For our new system, we have a new app. Search for "British Gas Energy" in the App store and Google Play. We'll be in touch when you've moved to our new system so you can download the new app.
- Track your energy usage (up to 12 months).
- View your previous billing history.
What if I need support with your new account system?
We’ve been building our new system since 2021, and we’ve been testing it carefully to make sure it provides the quick and easy service you expect.
Moving to our new account is nothing to worry about, we’ll make sure everything is taken care of as part of the move and keep you up to date with what’s happening. If you still have questions, there’s more information available.