Welcome to Xoserve - At the heart of the GB Gas Industry
At the heart of the UK Gas Industry

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GENERAL QUERIES
Want to know who does what in the gas industry so that you can direct your query correctly?
For more information see Who’s Who In the Gas Industry.

 

SHIPPERS
Are you a Gas Shipper with a query about accessing Xoserve’s services?
The following guide will help you decide where to direct your query: Accessing Our Services

Further information for Gas Shippers can be found on the Customer Engagement team pages: Customer Engagement

 

CONSUMERS

Although Xoserve is primarily focused on providing services to companies within the gas industry – rather than consumers direct – we hope these Frequently Asked Questions below are useful in answering any queries you might have.

 

Gas Supplier

  •  Click here for our new online service, Find My Supplier or call the Xoserve Domestic Consumer M Number Helpline on 0870 608 1524. (Please note: This call will cost 7p per minute plus your telephone company´s access charge). If you provide your address they will search their records and locate your Meter Point Reference Number (MPRN) and confirm who your current Gas Supplier is.

    Please note that only the occupier of the property or a person calling on the occupier’s behalf is entitled to use this service, therefore you may need to ask your landlord to call if you live in a rented property. This also applies to the online version.

  • There is useful guidance on choosing/changing your Gas Supplier available on Ofgem’s website:

    https://www.ofgem.gov.uk/information-consumers/domestic-consumers/switching-your-energy-supplier

 

Gas Supply & Billing

  • If you have a gas supply but do not have a gas supply contract (whether or not you know or have a Meter Point Reference Number (MPRN)), then you need to contact a Gas Supplier of your choice immediately to arrange a contract. Immediate action is required as there may be health and safety implications if you do not register your supply.

  • If you don’t have a supply of gas to your property but would like to arrange this, contact a Gas Supplier.

    There is useful guidance on choosing/changing your Gas Supplier available on Ofgem’s website:

    https://www.ofgem.gov.uk/information-consumers/domestic-consumers/switching-your-energy-supplier

  • Please contact both Gas Suppliers and advise who you want to supply your property going forward. They will then be able to liaise with each other to resolve the issue. If the matter cannot be satisfactorily resolved between the two suppliers, there is guidance available on the Ofgem website:

    https://www.ofgem.gov.uk/information-consumers/domestic-consumers/making-enquiry-or-complaint

 

Meter Information

  • Unfortunately, Xoserve is unable to update your address details directly. Xoserve holds the gas supply point register (national database) on behalf of the Gas Transporters which is updated by gas suppliers using electronic data files. If a supplier identifies that a customer address/meter is incorrect then they should submit a request to Xoserve in order for details to be corrected.

    Please find below a link provided by the regulator Ofgem for advice on making an enquiry with your gas supplier.

    https://www.ofgem.gov.uk/information-consumers/domestic-consumers/making-enquiry-or-complaint

  • Please contact your Gas Supplier or if you do not have a Gas Supplier, please contact one of your choice and arrange for a meter to be fitted.

 

MPRN

  • Sometimes called an MPRN or M Number, a Meter Point Reference Number is the unique reference given to the gas supply to a property.

    On many new gas supplies, the MPRN is recorded on a ‘tag’ or sticker located near the gas meter or Emergency Control Valve.

  • Unfortunately, Xoserve is not able to supply you with the data you have requested as industry governance does not grant us permission to release the information to you.

    The user of gas at a property (or their nominated agent) can find out the name of the current Gas Supplier and Meter Point Reference Number (MPRN) for their property by accessing our new online service, Find My Supplier or by calling the M Number Helpline, 0870 608 1524. (Please note: This call will cost 7p per minute plus your telephone company´s access charge) This line is limited to one MPRN per call as it is intended for use by the domestic user of gas.

  • If you have a contract with a supplier, you should have an MPRN. This should be displayed on your gas bill, it can be obtained by telephoning your Gas Supplier, by accessing our new online service, Find My Supplier or by calling the M Number Helpline on 0870 608 1524. (Please note: This call will cost 7p per minute plus your telephone company´s access charge). If you do not have an MPRN then your Gas Supplier will need to create one on your behalf.

  • Please contact your Gas Supplier and ask them to request an update to the records for your property or if you do not have a Gas Supplier, please contact one of your choice, arrange a contract and ask them to update your details.

    Xoserve is unable to update address details at a Consumer’s request. This must be requested by a Gas Supplier/Shipper in accordance with their obligations.

 

Other

  • This is a reference used in electricity supply. Xoserve only deals with gas records.

  • Xoserve is unable to comment on the data we hold on behalf of the Gas Industry and any updates have to be driven by the current supplier. Therefore you will need to approach your Gas Supplier in the first instance and if you need any further assistance, the Citizens Advice Consumer Helpline is there to offer support either by phone on 03454 04 05 06 or via their website, www.citizensadvice.org.uk.

    If the complaint is not resolved to your satisfaction, you can contact the Ombudsman Services on 0330 440 1624 or visit their website, http://www.ombudsman-services.org/energy.html.

  • Xoserve advertises all employment opportunities on the Xoserve Careers page, https://www.xoserve.com/index.php/about-us/careers/.

    We would encourage you to register and apply for positions within the company for which you feel your skills, knowledge and abilities would be suited to.

    Thank you for your interest in our company.

  • General Contact Form

    Please submit your general enquiry below. Include as much information as you can as it will help us to direct your query. Alternatively, you can send us an email here. Please ensure you enter the required fields marked with an asterisk (*).

    Your Name: *

    Subject:

    Your Email Address: *

    What would you like to say?


 


COMPLAINTS PROCEDURE

Note: Gas Consumers should contact their Gas Supplier if they have a complaint.

Xoserve strives to provide customers with the best possible service, however, if you are unhappy with the service that you have received then please do let us know. It is only by learning from our mistakes that we can further improve the service we provide.

We take every complaint we receive seriously and work with our customers to deal with them quickly and in and in a satisfactory way. Please take the following steps to ensure your complaint can be resolved in the appropriate way:

Please contact us by either:

1. Completing our online General Contact Form below, outlining that your enquiry is a complaint

2. Emailing us at Externalrequests.spa@xoserve.com (for Shipper complaints only)

3. Writing to Customer Office, Xoserve Limited, 65 Lansdowne Gate, Solihull, West Midlands, B91 3DL. In all cases, please tell us your allocated three letter shortcode in addition to your address, postcode and contact telephone number. We aim to resolve all concerns immediately, however as some complaints may be more complex than others, we may not be able to resolve your concerns straight away.

If your concerns do require further investigation you can also expect the following from us:

Step 1
• A verbal or written response within five working days, either answering your concerns or by advising you that your concerns are being investigated.
• The name and contact details of the person who is managing your complaint.
• If there is any delay in obtaining the information we will keep in touch with you by providing frequent progress updates.
• Your Customer Advocate will do all they can to fully resolve your complaint.

Step 2
If you are not happy with the way your complaint has been managed you can request to escalate your complaint to our Customer Leads – Alison Jennings or Dave Turpin who will investigate further over the next five working days and will work with you to resolve your issues.

Step 3
If after discussing your complaint with Alison or Dave you are still not fully satisfied, you can ask for your complaint to be reviewed by Ranjit Patel – Chief Customer Officer (CCO). Following this, you will be contacted and sent a letter within two weeks confirming our final position. Our response to you might include an apology, an explanation of what went wrong or details of any remedial action we may be taking.

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