Almost 95% of British Gas workers think company is ‘mis-selling’ to customers

09 Feb 2021
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Sales culture regime must change to prevent the mis-selling to customers overwhelming majority of engineers think results from current scheme

Almost 95% of British Gas workers think the company is ‘miss-selling to customers’, a GMB poll shows.

The survey, of more than 1,000 British Gas workers, showed 94% said they agreed with the statement ‘Do you believe there has been miss-selling to customers?’ The same number (94.6%) agreed 'current company culture incentivises miss-selling' while 94.3% said they had ‘felt pressure to sell products or services to customers’.

Carbon monoxide detectors, boiler upgrades, heating system upgrades and Hive Heating are among the products British Gas workers report being pressured to sell by managers.

Miss-selling – the deliberate or negligent sale of products or services unsuitable for the customer's needs - is one of the items on the agenda in the current ‘fire and rehire’ dispute over pay and conditions.

Field engineers rejected the ‘fire and rehire’ cuts and have already taken part in 16 days of strikes over the cuts, leading to more than 210, 000 homes in a backlog for repairs and 250, 000 planned annual service visits axed.

A further 12 days of industrial action - in three lots of four-day strikes – begin at 00.01 hours on February 12, 19 and 26, ending at 23.59 on March 1.

GMB’s Central Executive Council (CEC) has said the strikes could carry on until at least mid-April.

Justin Bowden, GMB National Secretary, said:

"British Gas engineers are being pressured by some unscrupulous British Gas managers in order to generate sales leads and income.

“This is absolutely not the way a trusted institution like British Gas should be behaving.

“British Gas’ sales culture must change to prevent potentially misleading customers – the same customers they have massively let down by provoking strikes that have led to a backlog of 210,000 homes waiting for service.

“British Gas should recognise that the only way to end the disruption they provoked is to take fire and rehire pay cuts off the table.”

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