British Gas Apologizes for Early Morning Survey Calls Disrupting Customers’ Sleep

British Gas has issued apologies after numerous customers reported receiving automated survey calls in the early hours of the morning, causing disruption and distress.

The calls, made between 2.30am and 4.30am, prompted complaints from individuals who were awakened by the unexpected phone calls.

One customer, Rebecca Ringshall, expressed concern that the call could have been regarding her elderly mother’s well-being, leading to a moment of panic.

This incident comes amidst a significant pay increase for Centrica chief executive Chris O’Shea, who saw his earnings nearly double in 2023 to £8.2 million, driven by the high energy prices the company experienced.

Customers like Derek Smith, Phil Shieber, and Deborah Page took to social media to voice their frustration at being woken up by these calls, with some suggesting the timing was particularly insensitive.

Individuals such as Charles Cracknell, Simon Harrison, Sheila Fell, Caroline Grimble, and Alex Wright also shared their experiences of being disturbed by the surveys, questioning the appropriateness of the timing.

British Gas later attributed the disruptive calls to a ‘technical issue’ and assured customers that steps were being taken to address the problem promptly.

The incident adds to recent criticisms of British Gas and other energy providers for their customer service, with calls for improved responsiveness and empathy towards customer concerns.

The company has stated its commitment to investing in customer service, including hiring more staff and extending call center hours to enhance the customer experience.