Coronavirus (COVID-19) Customer Update - 18th May 2020

Coronavirus (COVID-19) Customer Update

Published on 18 May 2020

Dear Customers,

I’d like to share my latest update as we continue to support you through the ongoing challenges and impacts of the COVID-19 outbreak.

Ofgem has now approved three of the four Urgent UNC Modifications:

  • 0722 (Urgent) - Allows Users to submit Estimated Meter Readings (as actuals for Non-Daily Metered sites) during COVID-19.
  • 0723 (Urgent) - Use of the Isolation Flag to identify sites with abnormal load reduction during COVID-19 period (for Non-Daily Metered sites, without the need to do physical work at site).
  • 0724 (Urgent) - Amendment to Ratchet charges during COVID-19 period (for Daily Metered sites, where the increase in usage is due to meeting the temporary needs of the pandemic).

The three Modifications became effective on Tuesday 12th May, at 5am. We are monitoring transaction volumes closely, to make sure that there are no impacts on our processes. So far volumes are very low, and there are no processing delays.

In the decision letter Ofgem stated that they are still considering Urgent Modification 0721 - Shipper submitted AQ Corrections during COVID-19.  This means that the proposed change to the Annual Quantity (AQ) Corrections process is not yet available to Shippers.  

To support the Modifications, we have created a set of training materials and How To Guides that provide details on how the proposed functionality will be utilised. If you need any more support after you have reviewed our training materials or have any questions, please contact your Customer Advocate.  

National Unidentified Gas (UIG) continues to be very volatile and mostly negative, partly due to unexpected demand patterns during lockdown. It will take some time to see whether the relaxation of lockdown restrictions or the usage of Modification 0723 processes causes any improvement to UIG at allocation, and whether usage of Modification 0722 increases the level or rate of reconciliation to correct the allocated position.

If you have any queries about our continuity planning, please email We’ll respond to every email we receive within 24 hours.

If you have any concerns about the support you’re receiving from Xoserve, please do not hesitate to contact me directly.

Kind regards,

Andrew Szabo | Chief Customer Officer | 07484 614 712 | Skype 4 Business: +44 121 2292 044

PA:  | 0121 229 2378

 Address: Xoserve Limited, Lansdowne Gate, 65 New Road, Solihull, B91 3DL

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