To report a gas escape, call the gas emergency service on 0800 111 999. To report a power cut, call 105 from your mobile or landline to get straight through to your local network operator's emergency number.
Frequently asked questions
UK Government support for businesses
What support does the UK Government offer businesses?
The UK Government have announced the below schemes to support businesses with the cost of energy. The Government has defined the eligibility criteria which can change at any time. Read more about the Government support schemes and which businesses qualify.
Energy Bills Discount Scheme
Alternate Fuel Payment
Energy Bill Relief Scheme
Qualifying Financially Disadvantaged Customer Discount
British Gas business support fund
What is the British Gas business support fund?
We’ve set up a new support fund targeted at small business customers who are struggling with energy costs. Our £15 million fund will provide energy support to small businesses such as pubs, cafes, restaurants and hairdressers and other small businesses in retail, education, manufacturing, and charities with existing energy debt.
Created especially for small businesses, Lite is a fixed price energy service from British Gas. Lite costs less because we supply smart meters and we're entirely online. This means we can pass on savings to your business. With Lite, you can manage your energy use online – anytime, anywhere.
Who can use Lite?
Any business working from a single site with single gas and electricity meters.
How do I sign up for Lite?
After you’ve told your broker or energy consultant you want to go ahead with a Lite energy contract, they’ll let us know. If you are not already dealing with a broker, get a quote easily and quickly online. It'll be helpful if you have a current bill to hand, because we'll ask you how much energy your businesses uses, or how much you spend, to give you an accurate quote.
We’ll email you to ask that you create your online account and look over your contract details to make sure they’re right. If you don’t have an electricity smart meter, we’ll fit one for you.
We’ll ask you for your first gas and electricity meter readings just before we connect you to Lite (and before your electricity smart meter starts sending readings to us).
How do fixed price energy plans work?
Before you sign up for a Fixed Price Energy Plan, we’ll explain the key terms and conditions and make it clear that the contract is binding.
We’ll contact you within 10 days of agreeing the offer, and send you the link to an order confirmation pack that includes all your terms and conditions. Read all this information thoroughly.
Around 60 days before your Fixed Price Energy Plan is due to expire, we’ll contact you with a renewal quote.
If you’d like to switch suppliers, you can do so at the end of your energy contract.
If you don’t renew with us by the last day of your contract, we’ll put you onto our Variable Price Plan. You can go back onto a Fixed Price Energy Plan at any time.
Read our guide explaining what happens when your fixed price energy plan ends and how to renew.
What happens during my energy switch?
Here is a handy guide of what happens when you switch your business energy to British Gas Lite or a new supplier.
What are my deemed prices?
If you move into a site supplied by Lite you'll be placed on deemed rates. View our deemed prices for gas and electricity on our terms page.
Managing your energy account
How do I manage my Lite account?
Lite is an online-only product so you’ll need to log in to see your gas and electricity bills or account details and to contact us. We’ll send you an email when your bill is ready.
For you to register for your online account, we’ll send you an email with a unique link. You’ll need to choose your password and follow the on-screen instructions to set up your account.
When you’ve registered, you’ll be able to manage your business energy by logging in to your online account with your email address and password.
What should I do if I have a problem logging in to manage my account?
If you can’t get into your account, try resetting your password from the log in page. Alternatively, contact us on webchat.
Can I change my payment method?
All Lite contracts are set up for monthly variable Direct Debit – this means you’ll pay monthly for the energy you use, direct from your account. We can’t accept other payment methods for our Lite products. If you need to change your Direct Debit instruction, log in to update this in your online account. If your direct debit requires multiple signatures please contact us on webchat.
How do I make a complaint?
If you have a query about your account you can log in and contact us via webchat.
If you want to make a complaint, we want to sort things out for you quickly. Take a look at our complaints handling process about the steps we’ll take to resolve your complaint.
I’ve just moved into a site supplied by you. What do I do now?
If you’ve just moved to a new site supplied by us, please tell us about your business move.
What should I do if I'm having issues downloading a bill or document?
If you are experiencing issues trying to download a bill or document, it may be that you need to update the browser version you are using - some older browsers aren't supported. If this doesn't resolve the issue please try accessing your account from another browser or device.
What are the Lite VPP prices?
At the end of a fixed term contract with Lite, if you haven't renewed or moved to another supplier, you'll move on to Variable Price Plan (VPP) rates. You can view these rates on our terms page. To find out about upgrade offers contact us on webchat.
What happens when my fixed plan ends?
You'll receive a contract renewal email around 60 days' before your contract end date. If your fixed price product ends and you don’t choose a new product, you’ll automatically move onto our Variable Price Plan
Read our guide explaining what happens when your fixed price energy plan ends and how to renew.
Smart meters
What is a SMART meter and how does it work?
A smart meter is a gas or electricity meter that works by sending meter readings using technology similar to a mobile phone. The new generation of smart meters are called SMETS2.
SMETS2 meters are different to other smart meters as they continue to work even if you change energy supplier.
Data is transmitted through a communications hub to a company called DCC (Data and Communications Company). DCC manages the communications infrastructure that connects smart meters with the business systems of energy suppliers and network operators via a secure wireless network.
Once you're connected we'll regularly receive your smart meter readings. You'll no longer need to send us manual meter readings and you'll get more accurate bills as you'll only be charged for the energy you've used.
Not everyone is eligible to have a smart meter installed due to metering set up requirements and/or poor signal issues.
You need a smart meter to sign up for gas and electricity from Lite. If you don’t already have one, we’ll fit one free of charge. We’ve signed up to the Consolidated Metering Code of Practise (CoMCop) to ensure your installation is clear and easy.
Smart meters are designed to make life easier for businesses. Once connected:
We'll automatically receive regular smart meter readings
You won't need to send us manual meter readings
You'll get more accurate bills and only be charged for the energy you've used
Can I upgrade my gas meter to smart?
Yes, British Gas are now providing smart gas meter’s to British Gas Lite customers. If we can install a gas meter in your premises, we'll be in touch when one of our trusted partners are in your area. If you would like to see if we can book a job in sooner, please contact our webchat team.
How long will it take to install my smart meter?
Normally, installation of a smart meter takes about an hour.
You’ll need to be there when we install your gas or electricity meter. When we are installing your smart gas or electricity meter, we will need to turn your electricity off for about 40 minutes. The reason we do this for gas smart meter installations is because we sometimes have to set up the communication between your gas and electricity meter.
If your meter is in a hard-to-reach place, or your set up is complicated, your installation may take longer.
Who will install my smart meters?
A fully trained engineer from one of our trusted partners:
If more than one engineer is required you'll be notified of this. For advice on checking the identity of your British Gas Lite representative see our guide.
Once the new meter is installed they can also show you how your new smart meter works.
Please note: our installation partners may sometimes use sub contactors, these include: Energise, PJ Woods, MANE Metering, STR Metering
What do I need to do to prepare for my smart meter installation?
Please let our metering partner know if:
any vulnerable adults, children or mains powered medical equipment could be affected when the electricity supply is turned off
there are any other special requirements we need to know about before work starts
there are any parking restrictions and where the technician can park on the day of the install
Please also:
make sure that you know the location of your meter
somebody will be on site for the installation
clear the area around your current meter so it's as easy to access as possible (can the technician easily get to the meter and surrounding cable; can you see all parts of the meter?)
if your meter is in a cupboard, make sure this is unlocked. If there is a code, please make sure it is available for the technician or somebody can let them in on the day
turn off any electrical items like alarms, security systems or computers, so that they're not affected when the electricity is turned off
Do I need a good mobile signal?
Yes, smart meters can use a variety of mobile networks and our engineer will choose the best.
Where will my smart meter be fitted?
In most cases, your new meter (or meters) will be put in the same place as your old one(s).
What do you mean when you say a smart meter upgrade is subject to survey?
It’s possible that we may not be able to install a business smart meter due to factors that are out of our control. One example would be a poor mobile phone signal at your business premises. For this reason, a survey of your premises is needed. If the survey reveals that we’re unable to install a smart meter, we’ll explain the reasons and tell you the options that are open to you.
Will I still get estimated bills?
We may ask you for a reading or send an estimated bill while your smart meter is being linked with our billing system, which can take up to 90 days. As soon as we start to receive your automated readings, you’ll get a smart meter bill. It’s possible that you could receive an estimated bill (based on your electricity usage history) if we’re unable to take an automated reading due to a poor signal.
Will I need to provide meter readings online?
Through your smart meters, we’ll receive your reads remotely each month. Occasionally, there might be a problem communicating with your meter. If this happens, we’ll ask you to send us your meter reading online while we investigate the issue.
When you join us, we may ask you to submit energy reads online for a while until your smart meter starts sending through reads automatically.
How do I read my smart meter?
View our main guide on reading your smart meter. To see how to take a meter reading from an AMR, SMETs 1 or SMETs 2 meter take a look at our guides here.
How do you keep my smart meter reading secure?
Our smart meters have built-in ways to protect your privacy. These include access controls, tamper-proofing and encryption.
Independent organisations regularly look at our systems to make sure that they’re secure and we have strong data protection measures in place.
What should I do if I think my smart meter is faulty?
Meter faults are uncommon. However, if you think that you’re paying more than usual for your electricity or gas, or you get a bill you weren’t expecting, there could be a problem with your meter or the signal from your meter.
To see if your meter is faulty:
•Switch off all appliances in your business, including any with pilot lights
•See if the numbers displayed on the smart meter are still moving
If the meter is still moving, it’s probably faulty. If the meter stops, turn on one appliance at a time. If the meter begins to move quickly, the appliance might be faulty.
If you believe that your meter is faulty or that it isn’t transmitting your meter readings, please log in and contact our web chat team.
If your meter hasn’t been connected properly or isn’t working correctly, we’ll fix it for you – free of charge. The Electricity and Gas (Standards of Performance) Regulations will apply to your installation visit to ensure you receive the highest standards of service.
Can I choose a time that suitable to me and my business for my smart install?
Yes, our trusted 3rd parties will discuss their availability with you and agree a time and date that works. They normally operate between 8am -5pm Monday to Friday and offer 4-hour time slots. Don’t worry if the initial time and date doesn’t suit you, further options can be arranged.
Can I switch provider with a smart meter?
Having a business smart meter doesn't affect your right to switch energy suppliers. However, your smart meter may not continue to work depending on the type you have installed. If you have the latest generation SMETS2 meter, it will continue to work.
Check with your new supplier, but you may have to go back to submitting your own meter readings until you get the next generation of smart meter installed.
Remember that you can quickly and easily get a renewal quote with us.
What happens if you can't install a smart meter at my property?
We will attempt to install a smart meter at your business. There may be occasions where we are unable to install the meter or unable to install on the first visit. Some of the most common reasons include:
Signal – if you have no network signal or a weak signal at your premise, the SMETS2 smart meter will not be able to send readings to Data and Communications Company (DCC), who manage the communications infrastructure that connects smart meters with the business systems of energy suppliers and network operators. DCC are constantly working on solutions to minimise this issue where needed.
Space – some existing meter installations don't provide enough space for the SMETS2 smart meter and communications hub to be installed.
Whatever the reason, the engineer on site will explain the reason for not being able to install a smart meter for you at that time.
If we’re unable to install a smart meter, we will contact you and inform you of the next steps, which may include you providing monthly readings to us through your online account. We’ll email you each month that a reading is due.
I have a smart meter, how do I request the smart meter data?
If you’re an existing business customer with a smart meter you can request up to 12 months of smart meter energy use, through contacting us by logging into your account British Gas Lite | Login.
We have 10 working days to fulfil the request, and there will be no charge for the data request.
Once we have the data we will email it to you.
Who can request my half hourly data?
If you are the account holder or a 3rd party that is nominated on your account.
Brokers can request but an LOA will be needed.
Why couldn’t my smart meters be installed by the engineer on the agreed day?
Sometimes our engineers face issues during the installation and smart meters can’t be installed on the day. This could be because there isn’t enough room to get near the existing meters, cupboards or objects may have been built around the meters or there isn’t enough space to fit the new smart meters.
Our engineer should have discussed this with you so you can decide if you want to make changes to fit your new smart meters. We’ll always work to finish your smart meter installation as quickly as possible, so once you’ve made the changes either let our Installer know or contact us on webchat.
I had a business smart meter installation booked but no-one turned up. What do I do?
If we've missed your appointment, please call the installation partner to see if it can be re-scheduled
Ofgem’s Standards of Performance offer micro businesses certain guarantees if we miss or cancel an appointment with less than one working day’s notice. To find out more about the Electricity and Gas please see our guide: Standards of Performance.
Why can’t I get a business smart meter?
Not every business is eligible to get a smart meter straight away. This may be due to meter installation requirements and/or poor network signal.
Signal – if you have no network signal or a week signal at your premise the SMETS2 smart meter will not be able to send readings to the Data and Communications Company (DCC), who manage the communications infrastructure that connects smart meters with the business systems of energy suppliers and network operators. DCC are constantly working on solutions to minimise this issue where needed.
Meter type – we’re rolling out SMETS2 , replacing existing meters by type starting with single phase single rate meters and then moving on to polyphase and switched load functionality meters.
Space – some existing meter installations don’t provide enough space for the SMETS2 smart meter communications hub to be installed.
What happens to my other meters that aren't supplied British Gas?
If you have other meters on site not supplied by us, your other supplier will be in touch in the future if a meter exchange is required.
If you have more than one meter with us that requires an upgrade to a smart meter, please bring it up in conversation when you are booking your install with one of our trusted 3rd parties.
Why is my new business smart meter set to zero?
All new meters are set to zero. Our engineer will make a note of the final reading from your old meter and the zero reading on your new meter. The details will be logged on the ‘Smart installation’ leaflet and left with you for your records. Meter readings can take up to 30 days to update on our system.
When will I receive my first bill after my smart meter is installed?
The date you get your updated bill will depend on when in the month you have your installation.
I’ve got a business smart meter installed but received an estimated bill. Why is this?
Sometimes we may not be able to get your smart meter readings due to things like poor signal strength. In these cases, we may have to send you an estimated bill, or ask you to take a meter reading.
Webchat
Who should I contact if I have no gas or electricity?
If you have an energy emergency, you don’t need to contact us on webchat. You should contact your network operator – find out more about energy emergencies.
What are the opening hours of webchat?
Our webchat team is open Monday to Friday 9am-5pm (excluding bank holidays).
During exceptional circumstances we may have to close our lines for training or in order to resolve remaining queries efficiently. If you can, please start your webchat as early as possible.
Who can I contact outside of opening hours?
If you have an energy emergency, please contact your network operator – find out more about gas and electrical emergencies. For other queries, please contact us on webchat during our opening hours so we can help you. You can also contact your broker during their opening hours about your account.
What should I do if I’m experiencing issues with webchat?
If you are experiencing issues loading webchat try the following steps to correct the issue:
Check you have javascript enabled by clicking this link www.whatismybrowser.com or www.enable-javascript.com - the webpage will tell you whether javascript is enabled or not. Also check that you don't have any tools or settings blocking cookies on sites you visit. You must have cookies and javascript enabled to use our website.
Check you don’t have any extensions on your browser which may block content e.g. Adblock Plus, Disconnect, NoScript, Privacy Badger or uBlock Origin
On your desktop or laptop try completing a hard refresh by loading our webpage then click Ctrl + F5 simultaneously; the page will refresh, this may resolve any caching issues.
Try accessing webchat from another device or browser i.e. another laptop, tablet or mobile.
If you are using Firefox check to see if it is applying tracking protection.
Radio Teleswitch Service shut down
What is the Radio Teleswitch Service?
The Radio Teleswitch Service (RTS) is an industry-run service. Some older and more complex meter types such as peak and off-peak rates use radio signals from the RTS to perform certain functions.
Many newer meter types rely on internal clocks and don’t use the RTS.
When will the Radio Teleswitch Service be shut down?
The RTS will be shut down on the 31st of March 2024.
From April 2024, meters that rely on the RTS could lose the ability to perform key functions. For example, depending on your meter type, the use of off-peak timings might not work which could lead to the loss of heating and hot water.
The loss of key functions will affect all non-domestic customers with an RTS meter regardless of the energy supplier.
Does my meter rely on the Radio Teleswitch Service?
We’ll be in contact if you have a meter that relies on the RTS so you don’t need to do anything.
In the meantime, if you want to check your meter, you can look to see if there’s a separate switch by your meter labelled ‘Radio Teleswitch Service’.
Most meters don't rely on the RTS and won’t be affected by the shutdown. If you have a single-rate meter or newer versions of the multi-rate meters, this won’t impact your meter functionality.
I have a Radio Teleswitch Service meter, what does this mean for me?
If you have an RTS meter this will be exchanged for a smart meter to ensure your energy supply isn't interrupted when the RTS is shut down. We’ll contact you to discuss next steps.
You can upgrade to a smart meter at any time by contacting us on webchat, you don’t need to wait for us to contact you. To find out more about upgrading your meter and the benefits of doing so, please read our smart meter FAQs.
Other information
Am I a micro business?
According to Ofgem, you’re a micro business if you meet any one of the following conditions:
Use less than 100,000 kWh of electricity a year
Use less than 293,000 kWh of gas a year
Have fewer than 10 employees and your yearly turnover is not more than €2 million
What should I do if I have received an email that looks like a scam?
If you think you’ve been sent a scam email it could be a phishing scam. Phishing scams are used by criminals to steal personal information. To do this, they send emails claiming to be from a genuine company. Sometimes, they even ‘spoof’ email addresses so that the message seems to be from our systems.
If you think you’ve been sent a scam email from British Gas Lite, please send it to us at phishing@centrica.com so we can investigate.
Common scam emails contain attachments you’re not expecting, links you’re asked to click on, or offer you something of value like a refund. They often don’t refer to you by name.
What can I do to protect myself against scam emails?
Don't click on attachments and links you're not expecting
Disable the use of ‘macros’ in Microsoft Office documents
Always make sure your software is up-to-date
Always run an up-to-date virus checker
How do I spot genuine emails from British Gas Lite?
They will only provide links to the British Gas Lite website.
They will address you by name, not ‘Dear customer’.
If you’re not sure the email is genuine, then go directly to www.britishgaslite.co.uk in your browser to log in to your account instead of clicking on the link.
What should I do if I receive a suspicious phone call claiming to be from British Gas Lite?
British Gas Lite and our partners will not ask you for information like your annual consumption or your full meter details. Be alert if you receive a call asking for these, or for your financial details.
Search the phone number you’ve been called from online to see if it’s been recorded as suspicious.
Ask the caller for their name and phone number to call them back.
Report nuisance callers to your phone provider who can arrange to block them.
You will automatically be charged the standard rate 20% VAT unless you complete a declaration form for the reduced rate of 5% VAT. If you have more than one account with us you will need to fill out a separate form for each account.
Certain businesses can apply for reduced rate VAT of 5%. You may be eligible for this if:
- your business is a charitable or non-profit organisation.
- at least 60% of your usage is for domestic purposes.
- your usage falls below a certain amount. The threshold is less than 33kWh of electricity or 145kWh of gas per day. This should automatically be applied to your bill.
If you are having difficulty paying your bills please visit our financial support page.
Where do I find my meter details?
You can find all your meter details on your energy bill using the information below.
Electricity1 – Meter Point Administration Number
A meter point administration number or MPAN is used to identify individual electric supply points.
You can find this reference on your energy bill under ‘Electricity charges’ where you’ll also be able to find your meter serial number.
The MPAN is usually a 21-digit number starting with the letter ‘S’.
Gas – Meter Point Reference Number
A meter point reference number or MPRN is used to identify individual gas supply points.
You can find this reference on your energy bill under ‘Details of charges’ where you’ll also be able to find your meter serial number.
The MPRN is usually made up of numbers rather than letters.
Meter serial number
A meter serial number, also known as a meter ID or MSN, helps us identify your meter so we can charge you correctly for your energy use.
You can find this reference on your energy bills under the MPRN or MPAN reference, see the above information on how to find the MPRN and MPAN. You can also check on your meter near the barcode. The meter serial number will be a mix of letters and numbers.
If the meter serial number on your meter doesn’t match what is on your bill please contact us and we’ll amend this for you.
If you still can’t find your meter details, you can speak to your property manager or landlord as well as your electricity or gas distributors. You can find your energy distributor by visiting energynetworks.org/customers/find-my-network-operator
Emergencies
What should I do if I have an electrical emergency?
If you have an electrical emergency, please call 105 from your landline or mobile phone, free of charge. This gives you up to date information about power cuts and electrical faults in your local area.
If there is a high risk you should call the emergency services immediately.
You can also call 105 if you notice damage to electricity powerlines and substations that could put you, or someone else, in danger.
105 is a free service available to businesses in England, Scotland and Wales. For more information, go to Power Cut 105.
Once the Distribution Network Operator (DNO) has made it safe or advised you to contact your supplier, please contact us via webchat. During the week use our webchat service to speak to one of our friendly advisers between 9am to 5pm. On evenings, weekends and bank holidays please call 01253 501 478.
What should I do if I have a gas emergency?
If you've got a gas emergency you'll need to contact the National Gas Emergency Service immediately by calling 0800 111 999. Find out more on our emergencies page.
