Coronavirus (COVID-19) Customer Update – 18th January 2021

Coronavirus (COVID-19) Customer Update

Published on 20 Jan 2021

Dear Customers,

I’d like to share our latest update as we continue to support you through the ongoing challenges and impacts of the coronavirus (COVID-19) pandemic.

The one remaining COVID-related UNC Modification (0730V - COVID-19 Capacity Retention Process) has now completed its consultation phase, and will be voted on at UNC Modification Panel on 21st January. After that it will need to go to Ofgem for their final decision, as it is not following the self-governance process.

We continue to track daily Unidentified Gas (UIG) levels as soon as they are calculated and we flag up possible issues so that they can be addressed before Exit Close-Out, five days after the end of the Gas Day (D+5 as it is usually known). For instance, we have seen some very large input measurement errors in Wales North LDZ (Local Distribution Zone) causing very unusual UIG for 11th and 12th January. At present we don’t believe that these UIG levels are COVID-related and we are working closely with the Distribution Network to get them corrected before D+5. We publish updates on allocation issues like those on our home page under the Customer Notifications banner, so that customers can stay informed about progress.

As all the home nations remain under national coronavirus lockdown restrictions this week,  the temporary facilities introduced last year by Urgent Modifications 0722 and 0723 are still available, although they can only be used by sites that are mandated to be closed by the latest regulations from the appropriate regional Government (or Local Authority). This means that submission of Estimated Meter Readings as actuals and use of the Isolation Flag for low/non-consumption can only be used for sites which are not permitted to open. National UIG levels do not appear to have dropped significantly, but COVID-19 is only one contributing factor to UIG. We publish an update to the tracking graphs around the middle of each week under UIG Useful Links .

The level of service that we provide to our customers and your own experience of Xoserve is at the very heart of everything that we do as an organisation. Every year we look to benchmark ourselves against other similar organisations using the ICS Customer Satisfaction Index, as well as hearing first hand from our customers about their experience of us. Our current ICS survey is open until Friday 22nd January for our customers and we’re hoping to receive as many responses as possible. Please can I encourage you to find some time over the next week to participate in this survey if you haven’t done so already. If you haven’t had the link to our survey, and would like to participate, please feel free to contact your Customer Advocate.

Our next update will be on Monday 8th February. If you have any queries in the meantime, about our continuity planning, please email We’ll respond to every email we receive within 24 hours.


Kind regards,

Andrew Szabo | Chief Customer Officer