Coronavirus (COVID-19) Customer Update – 9th November 2020

Coronavirus (COVID-19) Customer Update

Published on 09 Nov 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 coronavirus (COVID-19) pandemic.

As we enter a second lockdown phase in England (and increased restrictions in some areas of Scotland) I would like to assure all our customers that Xoserve continues to have good levels of staff availability, and that all our processes are running well, despite enforced remote working.  Our Incident Management Team continues to meet twice a week, to review the latest regulations and guidance, and to monitor our response to the pandemic.  We provide an update and a summary of the latest rules to all our colleagues after each meeting.

As we enter a second lockdown we may see Unidentified Gas (UIG) levels dip, as we did in March and April of this year. However, more businesses appear to be staying open, at least on a reduced scale: most schools, nurseries and colleges remain open, many food outlets are remaining open for takeaway trade only. This is likely to mean that Non-Daily Metered Demand (NDM) will not drop as sharply as it did in March. Coupled with the fact that NDM Annual Quantities (AQ) have started to react to lockdown (the average Domestic AQ has increased slightly and the average Industrial/Commercial AQ has dropped) it is unlikely that UIG levels will fall as far this time.

As NDM usage levels are only one cause of UIG, we could still unusual values over the coming weeks. We continue to report more frequently on UIG levels at a high level via our public pages, and in more detail on our secure pages for our Shipper and Transporter customers. You can find more information on those reports in my update from 26th May.  Our Customer Information (by Customer Segment) is still available on our main COVID-19 page.

Our next update will be on Monday 23rd November. If you have any queries in the meantime, about our continuity planning or about the impacts of the second lockdown, please email We’ll respond to every email we receive within 24 hours.

Kind regards,

Andrew Szabo | Chief Customer Officer