Coronavirus (COVID-19) Customer Update

The latest update as we continue to support our customers through the ongoing coronavirus pandemic.

Published on 07 Jun 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.

As each of the Home Nations continues to relax its Coronavirus restrictions, there are fewer businesses that must remain closed. We would like to remind Shippers and Suppliers that the temporary facilities introduced by Urgent Modifications 0722 and 0723 are only available to sites that are mandated to be closed by the latest regulations from the appropriate regional Government. 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. Any site which could be open but has chosen not to (or is unable to open for other reasons) should not be using these facilities.

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 2020. At the request of the Network Operators we are asking Shippers once again 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.

Observed daily national Unidentified Gas (UIG) levels remained high on most days in May. We previously reported that the cool weather over the first May Bank Holiday combined with the holiday factors in the Non-Daily Metered models had probably contributed to an increase in UIG. The weather continue to be cool throughout May: many LDZs saw average CWV (Composite Weather Variable) values at least a degree below the Seasonal Normal value for the month. This may have caused unexpectedly high NDM demand, especially at Domestic sites. It is also likely that as more businesses re-open as Coronavirus restrictions ease, the Annual Quantities (AQs) of those sites are too low, which will also cause UIG. This is only conjecture at present, due to the inherent uncertainty around daily UIG levels. Actual meter readings are essential to correct inaccurate allocations and to update AQs. We encourage Shippers and Suppliers to make obtaining meter readings a priority, especially for sites which are overdue for a reading or those that may have had unusual usage patterns due to the pandemic.

We publish an update to the UIG tracking graphs around the middle of each week under UIG Useful Links.

As I mentioned in my previous update, we will issue a further update on Monday 5th July, which we intend to be our final COVID-19 update. If you have any concerns about this approach, please let me know via the address below.

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


Kind regards,

Andrew Szabo | Chief Customer Officer