Coronavirus (COVID-19) Customer Update - 26th May 2020

Coronavirus (COVID-19) Customer Update

Published on 26 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.

Our invoicing teams have now completed two full invoicing cycles while working from home under lockdown, and I’m pleased to say that our processes all operated normally, and all invoices were issued on time.

We continue to monitor transaction volumes following Ofgem’s approval of three Urgent Modifications, and volumes are well within normal levels. If you are planning to submit an unusually large volume of any transactions over the coming weeks, please let your Customer Advocate know in advance.

Details for each Modification can be found below:

  • 0722 (Urgent) - Allow Users to submit Estimated Meter Reading during COVID-19 
  • 0723 (Urgent) - Use of the Isolation Flag to identify sites with abnormal load reduction during COVID-19 period 
  • 0724 (Urgent) - Amendment to Ratchet charges during COVID-19 period 

The industry is still awaiting Ofgem’s decision on 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 help our Shipper customers to understand gas allocation levels better, we have now increased the frequency of the Unidentified Gas (UIG) Additional National Data report. We will now publish weekly updates throughout the month, of all closed out days. The picture will build throughout the month, and the full month’s report will still be published after all the days have closed out. The report can be viewed and downloaded from our UK Link webpage, under the UK Link Secured Documentation header. You will then need to find Folder Location 18 - NDM Profiling and Capacity Estimation Algorithms/UIG. If you don’t have access to the folder, please ask your Local Security Officer to complete and submit a Secure Site Access Request Form.

We are also publishing weekly updates to our interim UIG reporting, which includes a graph of daily UIG Levels. This can be found on our UIG webpage, under Useful Links. UIG continues to be volatile, and almost consistently negative, indicating a net drop in Non-Daily Metered gas usage.

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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