Coronavirus (COVID-19) Customer Update

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

Published on 10 May 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.

Observed daily national Unidentified Gas (UIG) levels spiked over the Bank Holiday weekend in many Local Distribution Zones (LDZs), particularly on Monday 3rd May. As the balancing figure each day in each LDZ, UIG is susceptible to any data anomalies and fluctuations. However, the cool, rainy weather in many areas on Monday 3rd May is likely to be a contributing factor, as many consumers may have stayed at home and used more space heating than usual. Early indications are that UIG continued to be higher than usual over the following weekdays. The Non-Daily Metered models include holiday reductions for some regions and groups of sites, based on historic observed trends and it appears that we have not seen such large reductions in the data this year. We publish an update to the UIG tracking graphs around the middle of each week under UIG Useful Links.

We began issuing weekly updates in March 2020, to brief you on our Business Continuity Plans in the event of an office closure or major staff shortages. We have also used these updates to keep customers informed about UNC Modification proposals and other COVID-related developments. We reduced the frequency to fortnightly in June last year, as the first phase of lockdown relaxed. Now with each of the Home Nations easing its Coronavirus restrictions again, we are proposing to reduce the frequency of these updates to four-weekly, with our next bulletin on Monday 7th June. We will also issue an update on Monday 5th July, which we intend to be our final update. If you have any concerns about this change, 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