British Gas increases support for prepayment customers this winter

10 November 2023

Customer service

Media Relations

The company announces today that it is extending its scheme of direct customer support for prepayment customers to £20 million, offering up to £250 in free credit to customers struggling with energy costs.
British Gas recently doubled its voluntary support package to £100 million – the biggest ever voluntary support package provided to UK customers by an energy company.
Tens of thousands of prepayment customers that are eligible for the help will be identified proactively - customers do not need to contact British Gas to apply.

British Gas today announces that it is extending its scheme that offers direct support for vulnerable customers - with non-repayable credit of up to £250 for those on prepayment meters struggling with their energy costs. This scheme started in January 2023 and will be continuing throughout the coming winter with British Gas contacting those who are struggling who could benefit from support.

"Despite lower energy costs, we know that the cost of living is still a big problem for many households, and customers will still need support this winter. Companies have a duty to support loyal customers through difficult times and our £100 million support package, the biggest ever offered by any supplier, means that we can make sure help is available to those who need it most."

Chris O’Shea, CEO of Centrica, parent company of British Gas

British Gas has voluntarily committed £100 million to help households since the start of the energy crisis – the biggest voluntary support package ever provided to UK customers by an energy company. The £20 million in credit for prepayment customers comes from this £100 million support package which also provides grants up to £1,500 through the British Gas Energy Trust for all energy consumers, support for small businesses and funding for advice centres and charities.

The energy provider has also recently relaunched its British Gas Post Office Pop Ups which will run throughout the winter. Hosted in local Post Offices, advisors will be on-hand to provide an in-depth overview of the help available, signpost people to organisations for ongoing support, check for benefits entitlements, and provide free energy-saving tips and advice.

Chris O’Shea, CEO of Centrica, parent company of British Gas, said: “Despite lower energy costs, we know that the cost of living is still a big problem for many households, and customers will still need support this winter. Companies have a duty to support loyal customers through difficult times and our £100 million support package, the biggest ever offered by any supplier, means that we can make sure help is available to those who need it most. As well as funding grants and advice centres, our expert teams will be reaching out to our customers who could benefit from direct support in the form of free credit on their meters.”