Coronavirus (COVID-19) Customer Update – 20th April 2020

Coronavirus (COVID-19) Customer Update

Published on 20 Apr 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.

The availability of our workforce remains strong, with absences because of illness or caring responsibilities continuing to impact less than 5% of our overall capacity.

Operationally, our processes continue to be carried out without any significant impact or change.  We have also now completed our first full monthly invoicing cycle, whilst operating our workforce remotely.

We are continuing to monitor Unidentified Gas (UIG) trends closely. We are still seeing the general trend of negative UIG on weekdays and a return to positive levels at weekends.

Last week we supported the Joint Office’s UNC Distribution Workgroup meeting to discuss the impacts of COVID-19 on Gas Allocation, Unidentified Gas (UIG) and Annual Quantity (AQ).  Material to support the meeting can be found on their website.  It was a very well-attended and productive meeting.  To help support the industry in the short-term, three options have been identified:

  1. Where the Shipper knows that little or no gas is being used, allow Users to set the Supply Meter Point to Isolated in UK Link during the lockdown period.  This would mean no physical work is needed to disable the supply.
  2. Allow Users to submit User Estimated Meter Readings (where no actuals are available), this will reflect their best estimate of gas usage since the last reading (whether or not the usage is zero).
  3. Allow Users to submit AQ Corrections where required, to reflect their estimate of the current annualised usage under seasonal normal conditions.

Each of these options needs a UNC Modification to change the rules, allowing new uses of these existing functions.  We understand that Northern Gas Networks is actively considering raising the first option as an Urgent Modification, and we are in the process of identifying Industry sponsors for the other two options.

There is also a longer-term option to ‘roll-over’ the Formula Year (FY) AQs that come into effect on 1st April 2020 (FY 2020/21), to also be effective for FY 2021/22.  This will be investigated further, and the next step would be a non-urgent UNC Modification in advance of May’s meeting.

In light of the growing number of customer enquiries relating to UIG quantities and AQs, an information pack that highlights what data is available and how it can be accessed is on our website.

Throughout this week, we will be engaging with the DSC Contract Management and Credit Committees to discuss any requirements that may exist to adapt Invoice Payment timescales.  This will help provide the Industry a greater deal of flexibility in managing the current extreme financial pressures they’re under.  These discussions will take a balanced view of the broader challenges facing all customers, and will be subject to approval from the relevant Industry bodies.

Our Customer Advocates will continue to talk to you all over the coming weeks. 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

Company Website: