Contact Management Service (CMS)

Find out about this online business-to-business service for managing contacts, including how to access and use it.

Page contents

    What is the Contact Management Service (CMS)?

    The CMS is an online business-to-business tool used by Xoserve and our customers.

    CMS provides secure means to raise contacts using batch and online interfaces. Whichever way contacts are raised, they can be tracked from start to finish.


    Who can use the CMS?

    The CMS is only available to:

    • Daily Metered Service Providers
    • Meter Reading Agencies
    • Network Operators (gas Transporters and Independent Gas Transporters)
    • Shippers
    • Utility Infrastructure Providers


    How much does the service cost?

    The CMS is a general service provided under the Data Services Contract (DSC). It’s not chargeable separately.


    How to access the CMS

    You can only access the CMS if you’re an authorised user. Access is managed by your organisation’s Local Security Officer (LSO), who is responsible for:

    • creating and deleting accounts
    • changing account permissions
    • resetting passwords (when a user is unable to reset their own password)

    If you’re unsure who your LSO is, please contact us by raising a support request.

    Raise a support request


    Amending computer or device settings

    You may need to amend your computer or device settings if you’re a new user or using Internet Explorer 11 (IE11). You should consult your IT representative before following our guides, which you can access below.

    System configuration Guidance for File Download

    Guide to Settings for IE11 for File Upload


    User guide to access

    You can find out more about access in our user guide. This includes guidance on changing your password and modifying profile details.

    Access Control User Guide for CMS


    LSO guidance for managing access

    If you’re an LSO, you can control the activation and termination of access rights. Find out more in our user guide. We’ve also developed an LSO e-learning module to help with managing user access within the CMS.

    External Local Security Officer Guide

    View LSOs e-learning module


    How to use the CMS

    Your LSO should be able to help you with training on how to use the CMS.

    If your LSO is unable to train you, please contact your Customer Advocate, who will be able to help. Alternatively, you can email our team.



    CMS user guides

    Before using the CMS for the first time, please read the CMS Quick Reference Guide. This may help answer your initial queries. You can also find links below to user guides for each group of our customers.

    Accessing Contact Management Service (CMS) USRV files

    Please contact your Customer Advocate if you need access to User Suppressed Reconciliation Value (USRV) documents.


    Where to find file formats used in the CMS

    The file formats used in the Contact Management Service are held in the UK Link document secured area, which is a secure internal network.

    If you haven’t already done so, you can apply for access.

    Accessing secure documents


    Common queries

    To check on the progress of your Contact, call the Contact Management Service (CMS) Helpline on 0121 713 4903.

    You can also email us at

    The service in the CMS may have been revoked or the access suspended by your Local Security Officer (LSO).

    You’ll need to contact your LSO to see if the service can be re-instated.

    Access Control is a self-service ability within the Contact Management Service (CMS).

    As a user of the service, you can modify your password and some of your profile details.

    If you’re a Local Security Officer (LSO), you can control the activation and termination of access rights.

    You can find training for contact types in CMS.

    You can also contact your Customer Advocate for help.

    A CMS maintenance window exists from midnight - 7:00am every day. The service will be unavailable during these hours.

    Mandatory data items for each Contact Type can be found in CMS.

    The file formats used in the Contact Management Service are held in UK Link Documentation.*

    *Access to secure links are only available to gas shippers and transporters. To gain access find out about accessing secure documents.

    The Contact Management Service (CMS) is an online system for processing contacts to and from Xoserve.

    There is a 'forgot password' link on the CMS login page. You will receive a confirmation email with a link to reset your password.

    Once you are logged into the CMS, you can change your password by going to 'Access Controls'.

    No, once your User ID is set up it cannot be changed.

    All users will automatically have access to the Access Control service within the CMS as part of the account set-up process.

    However, the amount of options available for you to view in this service will be governed by your Local Security Officer (LSO).

    If you have a query regarding these options, you’ll need to contact your LSO.

    Log in to the CMS

    The CMS is available through the Xoserve Services Portal.

    Log in

    Contact us

    If you have any questions about CMS, please email our team.

    Email us


    CMS maintenance windows: 

    Every morning 12am-7am

    Maintenance windows and system outage information is on our System outages page. 

    View System outages