British Gas arrears and payment difficulty
What British Gas says to do if you are struggling to pay an energy bill, including payment support and what may happen if arrears continue.
British Gas says customers struggling to pay should contact it as soon as possible so it can discuss ways to make payments more affordable. If arrears continue, its guidance explains that further recovery steps can follow, but disconnection is considered only after other options have been explored.
Contact British Gas early
Use British Gas’s current bills-and-payments or struggling-to-pay support route and explain your circumstances before the balance grows. Base any repayment offer on what remains affordable after essential household costs.
If payments continue to be missed
British Gas publishes guidance on failed Direct Debits, bills and recovery activity. Keep copies of payment-plan discussions and ask for clarification if you do not understand a balance or recovery step.