The head of British Gas admits that the company is facing a “crisis of trust”

Managing Director Phil Bentley admitted in an email that British Gas workers on the road and in call centres were facing increased levels of anger from customers. In his message Mr Bentley wrote: “We have seen a groundswell of anti-BG comments, with increasingly aggressive tones. All our call centres are under extreme pressure from more angry customers struggling to pay bills.”

Mr Bentley also admitted that employees have “a tough gig”, adding, “We are facing a crisis of trust.” In the email, which was meant to boost morale, Mr Bentley said he was “relieved” that he did not have a swimming pool at his £1.8 million Twickenham home after the chief executive of E.ON was criticised for installing one at his £2.5 million property.

“All our call centres are under extreme pressure from angry customers struggling to pay their bills, and the vicious spiral of call-waiting times that have shot up in services and energy, is causing even more customer anger.”

After attacking the media for “running a campaign against the energy companies”, Mr Bentley admitted that British Gas must take action over the deals the company offers. “We’ve got to start doing things differently so that customers, and our colleagues, can see a marked difference,” he added.

Mr Bentley finished, “We have a number of initiatives planned over the forthcoming months; better deals, simpler tariffs, bills that are easier to understand and more transparency, all of which are designed to rebuild that customer trust.”

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