Coronavirus (COVID-19) Consumer and Customer Update

An update from Sian Jones, CEO

Published on 09 Apr 2020

Dear customers and consumers,

The UK Gas Industry has collectively stepped up to meet the disruption caused by COVID-19 over recent weeks. I am determined to ensure that Xoserve continues to provide all the support you need in preserving the continued supply of energy, particularly to those who need it most.

This new normal, this new way of working, has focused the nation’s attention on supporting those industries critical to our fight to tackle the spread of COVID-19. Many of us are now looking further ahead and considering what this seismic shift in our way of life will mean for the industry. As such, we’re focused on finding practical and pragmatic solutions to support all customers through the commercial and operational pressures that I know you’re all facing into.

To demonstrate how we’re working to this end, we’re assessing the potential scenarios and monitoring data to examine the likely impacts on Annual Quantity (AQ) calculations and Unidentified Gas (UIG), because of the significant change in profile to gas consumption throughout the UK. Our findings and recommendations are being shared for industry review at the DSC Distribution Workgroup, which will be meeting again on 14th April.  

We’re engaging with Distribution Networks and expediting system changes which will help to mitigate the financial impacts of AQ corrections applied to sites with significant changes in gas consumption. We’re also working with all Customer Segments and Industry Bodies to explore the options that might be available to bring flexibility to payment terms for some invoices, whilst being mindful of any knock-on impacts across the industry. Any such options will subject to DSC Credit Committee approval.  

We’ll be continually updating our website to focus on keeping our customers informed and to provide materials which advise on the support we can offer, throughout the evolving impacts of the COVID 19 pandemic. This consolidation of our insight and support will, I hope, make it easier for all our customers – and consumers – to get the information and support they need, and to help base the right decisions on the best data. Our customer advocates will be engaging with you all very closely over the uncertainty of the weeks and months ahead.

We’re here to support every one of you, in whatever way we can. Please do not hesitate to contact myself or my team, should you wish to share your own suggestions as to how best we can support you during this difficult period. 

Visit to find the insight and support you need.

Sian Jones

CEO, Xoserve