Coronavirus (COVID-19) Customer Update – 23rd November 2020

Coronavirus (COVID-19) Customer Update

Published on 23 Nov 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 coronavirus (COVID-19) pandemic.

We are now just over halfway through a second lockdown in England (whilst Wales has now relaxed some restrictions slightly, and Scotland has just introduced more restrictions in some of the main centres of population).

We continue to monitor Unidentified Gas (UIG) levels closely, and we have seen them dip into negative levels for a few days, shortly after the start of England’s second lockdown. I mentioned in my previous update on 9th November that we could expect to see a drop in UIG levels. However so far the levels are not as sharply negative as they were in March and April of this year. This may be partly due to the fact that more businesses are able to stay open, at least on a reduced scale, and that most schools, nurseries and colleges remain open this time. In addition, NDM Annual Quantities (AQ) have started to react to lockdown (the average Domestic AQ has increased slightly and the average Industrial/Commercial AQ has dropped). It is important to remember that COVID-19 restrictions are only one of many likely causes and influences on UIG, which all have their own drivers and patterns.

Xoserve recently wrote to all Gas Shippers who have submitted any Meter Point Isolation requests since the implementation of Urgent UNC Modification 0723 (use of the Isolation Flag to identify sites with abnormal load reduction during COVID-19 period) in May. At the request of the Network Operators we are asking Shippers to review each of those sites and remove the Isolation flag if necessary, or tell us the nature of the business, to confirm that it is still subject to mandatory closure. We realise that the second lockdown or devolved governments’ restrictions may be causing Gas Shippers and their customers additional operational difficulties or have pushed more sites back to mandatory closure. We still have a number of responses outstanding and we will be engaging with those Shippers over the coming weeks to offer support and discuss timescales.

Our next update will be on Monday 7th December. If you have any queries in the meantime, about our continuity planning or about the impacts of the second lockdown, please email We’ll respond to every email we receive within 24 hours.

Kind regards,

Andrew Szabo | Chief Customer Officer