GMB Union

Centrica plans 1,300 job cuts in AI overhaul

British Gas owner Centrica announced plans to cut about 1,300 jobs over two years—roughly 14% of its customer operations—as it shifts to digital self-service and AI tools, with 800 additional cuts on top of 500 previously announced. The company says the changes reflect evolving customer behaviour and ongoing efficiency investments, while unions and critics argue the move amounts to replacing human call-center roles with automation, despite assurances that essential support for vulnerable customers will remain.