Winter Support

Winter Help and Support for your Constituents

Chris O'Shea

Chief Executive

Welcome to our help and support page which contains details of support we can offer your constituents, especially during winter.

At British Gas, we understand that winter can be a particularly challenging time for many households. That’s why we’ve committed £140m since the start of the energy crisis to provide the biggest voluntary support package from any energy company – so we’re doing everything we can to help customers keep their homes safe and warm.

As a business, we are continually looking at how we meet the evolving needs of our customers both now and in the future.

We are aware that over the winter months your constituents may turn to you for support. To help you assist them, we’ve put together this support page that includes details of how to access support direct from British Gas, as well as other sources such as the British Gas Energy Trust, which you can share with your constituents.

In addition, it also contains useful tips that you may like to share with your constituents to help them prepare their homes for the winter months. Being energy efficient is increasingly important and technology, like smart meters, can help customers take control of their energy use and identify where important savings can be made.

We appreciate the assistance that you and your office will provide in signposting your constituents to contact us if they need additional support this winter. Additionally, if you have any policy-related enquiries that we can help with then please don’t hesitate to contact us.

Help and Advice for your Constituents

If you have a constituent who is struggling to pay their gas and electricity bills and are a British Gas customer, please ask them to contact our team on 0330 808 3880 or visit: britishgas.co.uk/energy/help-with-bills.html

We might be able to:

Advise them how to reduce the energy they use
Install a smart meter so they can keep track of their energy use
Change their tariff or the way they pay, like switching to a Direct Debit
Work out a way for them to pay in instalments
Check their entitlement to benefits and advise them about support available

It’s never been more important to understand how energy is used at home. Bills are calculated based on the energy customers use so making their energy go further will help them save money. Constituents can find out ways to be more energy efficient, go to www.britishgas.co.uk/ee or call us free on 0800 072 8629.

Start saving on energy with smart meters

Smart meters are the next generation of self-reading gas and electricity meters that let you see how much energy you are using in pounds and pence throughout the day – so it’s easy to keep an eye on how much you are spending. Constituents can book their upgrade here: www.britishgas.co.uk/smart-home/smart-meters.html.

Simple energy checks at home

If your constituent has a smart meter, the display unit will often have a ‘energy consumption now’ feature hidden in the options. With British Gas, customers can track energy usage on their smart energy monitor or the interactive online tool, helping them see where they could save energy. This can help them understand exactly how much energy different appliances use.

Constituents can get expert advice tailored to their home in under two minutes with our new savings calculator at: www.britishgas.co.uk/home-services/savings-calculator

Your constituent might be missing out on benefits they could be claiming. British Gas can help to make sure they are accessing any benefits they might be able to claim. We can also check if the Fuel Direct scheme can help them.

If they are living with certain health difficulties, access needs, disability, or find themselves living in challenging circumstances, our Priority Services Register may be able to help.

If they are a British Gas customer, they can contact the Priority Services Team on 0800 072 8625 between 8am and 6pm, Monday to Friday, or between 9am and 2pm, Saturday, or visit Priority Services Register - British Gas.

Warm Home Discount:

This government scheme includes a one-off payment of £150 towards their energy bill. The Government decide who is eligible and will write to your constituent if they are. We then make the payment by 31 March 2026. If we supply your energy in Scotland, some customers may need to apply, but others don’t.

To find out more visit: www.britishgas.co.uk/warmhomes

If they can’t top up until tomorrow

We don’t want anyone to stop using energy because they can’t afford it. All our Pay As You Go meters have the option to provide £10 of Emergency Credit. Constituents can find out more at: www.britishgas.co.uk/help-and-support/meters/using-emergency-credit

British Gas Energy Trust

British Gas Energy Trust is an independent charity offering free and impartial money and energy advice alongside fuel vouchers, white goods, and grants of up to £2,000 to those struggling with energy debt.

Support for British Gas and non-British Gas customers:

Holistic support from Trust funded money and energy projects.
Home energy efficiency assessments.
Emergency small grants (Financial Assistance Payments).
Energy debt write-off grants of up to £2000. They must live in England, Scotland, or Wales and have electric and/or gas debt between £50 – £2,000 on a credit or pre-payment meter account.

Find out more about the British Gas Energy Trust

Grants

If your constituents are struggling to pay their bills or are concerned about domestic gas and electricity debts it can be difficult to know where to turn. Your constituents may be able to apply for a grant to support them through the British Gas Energy Trust.

Grants Available

Money and Energy Advice

The Trust funds advice-giving organisations, including local advice centres, across England, Wales and Scotland which offer free support to help people avoid the burden of energy debt, make informed choices, and improve their money management skills.

Fuel and Money Advice

British Gas Pop-Ups

Since a successful pilot in May 2022, the British Gas Energy Trust funded British Gas Post Office Pop-Ups have offered in-person money and energy advice to people at more than 120 events across Great Britain. At the pop-ups, Trust funded money and energy advisers offer one-to-one advice and signpost further support options.

Pop-Up Locations

Energy Saving Tips for your Constituents

These energy saving tips for your constituents don’t cost a thing and can make constituents homes more energy efficient. Simple changes like adjusting heating settings, improving radiator efficiency and using appliances wisely can cut bills and reduce energy waste.

Further Support from other organisations

IncomeMax

Experts at helping people get back on track, Income Max help find millions of pounds of unclaimed benefits, grants and other financial help for customers every year.

To find our more visit: www.incomemax.org.uk or call 0300 777 7772.