British Gas Residential Energy Case Study 2015 - A comprehensive review of working patterns


How team culture was transformed, as the result of work by the Residential Energy planning team, raising schedule efficiency 30% and making major improvements for both colleague and customer.

  • Understand how to rationalise working patterns in a large established operation, whilst driving engagement and efficiency 
  • Hear how to drive engagement in a major change initiative 
  • Learn about the new streamlined shift patterns and see new initiatives such as guaranteed holidays and team alignment
  • Discover how the planning team brought HR and operational teams on the journey with them.

This strategic shift review at British Gas, the first in seven years, supported a fundamental cultural change in the business based on three key principles – do what’s right, love simplicity and be extraordinary together. The transformation, led by the Head of Planning & Head of HR, engaged operational teams on major changes to their working practices. 1,500 patterns across 3,000 agents were reduced to just 15 full-time and 20 part-time working patterns. A holiday guarantee was introduced, 92% of people received one of their top pattern choices and teams now have more time together. Alignment of people to their teams for their core hours has risen from 30% to 87%. Overall schedule alignment is up from 11% to 63%, supporting a 60% improvement in time to answer for general enquiries and a £250,000 cost avoidance.

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