British Gas owner Centrica is removing around 1,300 jobs as part of a two-year technology-led restructuring. The total includes 500 call-centre positions announced in June 2026 and a further 800 offshore and back-office roles confirmed in July.
Some positions will disappear through natural staff turnover, while others will be removed through redundancies. Centrica says the changes reflect the growing number of customers who manage their energy accounts online.
How the 1,300 job cuts are divided
The first 500 reductions affect British Gas customer-service teams and represent about 14% of the affected workforce. The additional 800 positions cover offshore support and back-office functions across the wider group.
Some of the 800 roles have already gone, while the remaining reductions are expected during the restructuring period. Centrica has not provided a full breakdown separating permanent employees, contractors and outsourced workers.
Which British Gas offices are affected?
The customer-service reductions involve teams in Glasgow, Edinburgh, Cardiff, Leicester, Stockport and Leeds. The company has not announced the number of positions affected at each location.
No complete call-centre closure has been confirmed. Telephone assistance will continue, although fewer employees are expected to handle conventional customer calls.
Details about voluntary redundancy, severance payments, individual departure dates and redeployment opportunities have not been fully disclosed. Employees whose roles remain under review should receive further information through the consultation process.
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Why is Centrica reducing customer-service jobs?
Chief executive Chris O’Shea said changing customer behaviour, rather than AI alone, was the main reason. More than 90% of customers now reportedly use digital channels first, while calls have declined by approximately 20% over the past year.
Customers can submit meter readings, review bills and manage payments through the British Gas website or app. Centrica expects to expand jobs supporting its digital platforms while reducing the number of employees answering telephone enquiries.
The company is introducing targeted artificial-intelligence tools as part of the transformation. Trade unions have raised concerns that automation may replace human roles, although Centrica says these reductions primarily reflect lower demand for telephone support.
What could the changes mean for customers?
Online tools can resolve routine requests quickly, but billing disputes, payment difficulties, bereavements, meter faults and complex account errors often require direct assistance.
The impact will depend on whether British Gas retains enough trained advisers to manage these cases. Waiting times, complaint handling and access to telephone support will therefore be important measures after the restructuring.
Older people, vulnerable households and customers without reliable internet access could face greater difficulty if human assistance becomes less accessible.
British Gas retail profit increased
The announcement came as Centrica reported that first-half operating profit from its retail division increased to ÂŁ346 million, compared with ÂŁ338 million a year earlier. The division includes British Gas energy supply, boiler services and smart-energy products.
British Gas domestic customer numbers declined from 7.5 million at the end of 2025 to 7.45 million. Wider financial pressures and changes to the company’s investment strategy are detailed in this report on Centrica’s profit performance and investment reset.
The reductions reflect a broader restructuring trend among major UK employers, including the BBC’s plan to remove 2,000 roles through a £600 million savings programme.
Centrica’s financial statements can be checked through its official results and reports page.
Is Centrica still recruiting?
Centrica continues to recruit for engineering, technical and lower-carbon energy work despite reducing customer-service and support positions. It plans to hire 500 apprentices in 2026, after almost 2,000 apprentices joined the business from 2021.
Final office-level numbers and departure dates have not all been published. The restructuring should therefore be described as a combination of completed and planned job reductions rather than 1,300 immediate dismissals.
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