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This in line with a request to all suppliers made by Consumer Focus. The energy provider will now work with its customers and consumer bodies to develop the way it provides access to advice and information about its products and services, including the role of appointment based face-to-face advice.
British Gas has been reducing the use of doorstep selling for many years. The number of British Gas field sales agents is now less than a quarter of the 1,300 employed in 2006.
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Customer feedback has shown that, while face-to-face advice is valued, it needs to be delivered in a different way. This move will be an important step towards rebuilding trust in the energy sector. British Gas has started to do this already, seeking the views of customers and the independent British Gas Customer Board.
The energy provider will also consult with Consumer Focus, which recently called for a 90-day moratorium on this type of cold calling, and suggested energy suppliers should instead offer appointments, which would be agreed before a sales visit.
Ian Peters, Managing Director, Energy at British Gas, said: "Doorstep selling, in its current form, is no longer a sustainable way to engage or build a relationship with customers. We want the energy advice we give our customers to be trusted and delivered at a time and place that is convenient to them."
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