COVID-19 Information

Coronavirus (COVID-19) Information

As organisations across the world move to respond to the COVID-19 outbreak, we remain committed to ensuring our ongoing ability to support customers.

Current situation

  • We remain confident in our ability to maintain operations even in the event of a prolonged period of workforce disruption.

  • Whilst no material risks have been identified in relation to our core operating capability, it’s worth noting that in extreme scenarios we are committed to prioritising the operation of core industry support processes and the ongoing availability of UK Link and Gemini.

  • Our IMT is meeting twice a week to ensure close and ongoing monitoring of the situation. Customer updates will be provided on a fortnightly basis at a minimum, as the situation continues to evolve.


Latest Customer Updates

We remain committed to providing regular updates over the coming weeks, which will highlight the actions we’re taking to ensure our ongoing ability to support our customers.

LATEST CUSTOMER UPDATE: Monday 23rd November

NEXT UPDATE: Monday 7th December

Training Materials and How To Guides

To support the urgent UNC Modifications which have been raised to help mitigate the impacts of COVID-19 on gas settlement accuracy, we have created a set of training materials and How To Guides.  Details for each Modification can be found below:

  • 0721 (Urgent) - Shipper submitted AQ Corrections during COVID-19 (rejected by Ofgem)
  • 0722 (Urgent) - Allow Users to submit Estimated Meter Reading during COVID-19 (approved by Ofgem)
  • 0723 (Urgent) - Use of the Isolation Flag to identify sites with abnormal load reduction during COVID-19 period (approved by Ofgem)
  • 0724 (Urgent) - Amendment to Ratchet charges during COVID-19 period (approved by Ofgem)

Who to contact

For any queries directly relating to our continuity planning in connection with the COVID-19 outbreak please email covid19Enquiries@xoserve.com


Standard operational queries

All standard operational queries should continue to follow normal practice.

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