Changing your name with British Gas

How do I change my name with British Gas?#

Start a Live Chat. British Gas's help page on bills that show the wrong name lists three situations, a changed surname, a misspelt name and a bereavement, and says that in all of them you should "chat to us" so it can update your account. Its online account guide says the same for updating "the named account holder(s)" on an existing account.

You can reach Live Chat from British Gas's contact page or from inside your online account. British Gas's pages give no timescale and mention no fee.

Your online account shows your name, along with your account number, address, email and phone numbers, under Account or Personal details. You can change your phone number there yourself; for your name or your email address, British Gas sends you to Live Chat.

What does British Gas ask to see?#

Its help pages do not list a document for a change of name, by deed poll, marriage or anything else. Energy, water, phone and broadband compares what other suppliers publish.

GOV.UK does warn that some energy providers may accept only an enrolled deed poll, and tells you to check with the organisation. British Gas publishes no such rule. Have your deed poll, or your marriage or civil partnership certificate, to hand when you start the chat, and if a copy is wanted, send a copy and keep the original. Will organisations accept a photocopy or a PDF? covers who wants what.

A new account holder when you move in#

If you have moved into a home and the bills arrive in a previous owner's name, or addressed to "The Occupier", British Gas treats it as a move rather than a change of name. Set up an account in your name through your online account: choose Account, then Moving home, and the option that applies to you. British Gas asks for a current meter reading so that you do not pay for the previous occupant's energy.

The account of someone who has died#

British Gas's probate page is the route for a bereavement, and its online account guide sends a name change "due to a bereavement" there too. British Gas says you do not need everything ready to start. It asks for:

• the name and address of the person who has died;
• their account number, if you have it;
• a meter reading, which you can give later;
• in some cases, a copy of the death certificate.

British Gas then updates its records, checks the account, and closes it or helps transfer it if needed, and confirms once the changes are made. A few points from the same page:

• HomeCare. To change the name on, or cancel, a HomeCare agreement, British Gas asks you to use its online form, and says it will update the details for all services at the property.
• Solar panels and other renewables. Feed-in Tariff or Smart Export Guarantee payments need a copy of the death certificate and proof of ownership of the installation.
• Bills for an empty home. Standing charges are still payable until the account is closed.
• Credit on the account. British Gas refunds a credit balance automatically once the account is closed to an accurate meter reading, and in some cases asks for a copy of the death certificate to complete the refund.

Your Direct Debit#

If your bank account changes as well as your name, you can amend your banking details yourself: British Gas's Direct Debit help says to use Manage Direct Debit in your online account. Changing your name with your bank comes first, so that the account paying the bill is in your new name.

If something goes wrong#

Complain to British Gas first. Ofgem says an energy supplier must try to resolve a complaint within 8 weeks, and that you can take it to the Energy Ombudsman after that, or sooner if the supplier sends a deadlock letter. What to do if an organisation refuses your deed poll has the steps that usually settle it before then.