British Gas admits service levels must improve

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<div class="rxbodyfield" xmlns:o="urn:www.microsoft.com/office" xmlns:st1="urn:www.microsoft.com/smarttags" xmlns:st2="urn:www.microsoft.com/smarttags2" xmlns:w="urn:www.microsoft.com/word" xmlns:x="urn:www.microsoft.com/excel"><p>Centrica, owner of energy supplier British Gas, has today announced an annual profit of &#163;1.6 billion, but admitted that more needs to be done to improve its customer services.</p><p>British Gas announced recently that it was to cut its tariffs by 17% for gas and 11% for electricity, but that may not be enough to win back the million customers it lost last year.</p><p>Sam Laidlaw, Chief Executive of Centrica, admitted to the Telegraph: &quot;There is further work to be done to improve British Gas service levels.&quot;</p><p>He also told the Guardian that British Gas had delivered &quot;less than satisfactory customer service&quot; and promised to &quot;sharpen up&quot; the supplier in addition to reducing the size of its costs.</p><p>Ann Robinson, Consumer Policy Director at uSwitch.com, commented: &quot;Customer frustration has reached boiling point and could cause British Gas serious damage if it doesn&#39;t start tackling these issues decisively.&quot;</p><p>British Gas&#39;s customer numbers fell from 17 million to 16 million last year, resulting in a market share slip from 54% to 49% in gas and from 23% to 22% in electricity last year as customers switched to cheaper suppliers.</p><p>Is your energy supplier giving you the best price and service? uSwitch.com not only compares the cost of energy plans but also gives you the supplier&#39;s customer satisfaction score. See how well your gas &amp; electricity suppliers perform, with the <a href="http://www.uswitch.com/Energy/Index.aspx?">uSwitch.com energy calculator - you may be surprised at the results!</p><p><a href="http://www.adfero.co.uk" target="_blank"><img alt="track" src="http://feeds.directnews.co.uk/feedtrack/dn.gif?feedid=362&amp;itemid=18068833" style="border:0 0 0" />&#169; Adfero Ltd</a></a></p></div>