Contact Management Service (CMS)
Find out about this online business-to-business service for managing contacts, including how to access and use it.
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)
- 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.
CMS rebuild rollout
We’re currently rebuilding the system that supports the CMS.
For more information on this project, visit the CMS rebuild webpage.
The new version of CMS is being delivered using agile methodology, meaning functionality will be delivered incrementally.
While we deliver this new functionality the old and new version of CMS will both be live.
During this time:
- The old version of CMS should be used for Contact types that have not moved over to the new version
- The new version of CMS should be used for Contact types that have moved over to the new system
To find out which Contact types have moved, view our Contact types and functionality table on the CMS rebuild webpage.
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.
Amending computer or device settings
If you're using the older version of CMS, 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.
If you're using the new version of CMS, please ensure your internet browser is up to date.
User guide to access
If you're using the old version of CMS, you can find out more about access in our user guide. This includes guidance on changing your password and modifying profile details.
If you're using the new version of CMS, you can find out about changing account settings in our training course.
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.
For the old version of CMS: External Local Security Officer Guide
For the new version of CMS:
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 reference material below.
Old CMS material
Our CMS Quick Reference Guide may help answer your initial queries. You can also find links below to user guides for each group of our customers.
Contact Management Service (CMS) Quick Reference Guide
PDF, Last Updated 22/05/2020 , 546.6 KB
Contact Management Service (CMS) User Guide for Daily Meter Service Providers (DMSPs)
PDF, Last Updated 2/01/2019 , 2.0 MB
Contact Management Service (CMS) User Guide for Networks (GTs)
PDF, Last Updated 2/01/2019 , 5.2 MB
Contact Management Service (CMS) Must Read User Guide (MRA/IGTs)
PDF, Last Updated 19/12/2019 , 2.0 MB
Contact Management Service (CMS) User Guide for Utility Infrastructure Providers (UIPs)
PDF, Last Updated 2/01/2019 , 2.8 MB
New CMS material
For the new version of CMS, please view our dedicated documents training material on our CMS rebuild webpage.
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
For the old version of CMS, you can find the file formats used in the CMS 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.
The functionality to upload files hasn't been rolled out in the new version yet. To find out the latest news on the rollout, please visit the CMS rebuild page.
In the old version of CMS, 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 firstname.lastname@example.org.
In the new version of the
*You'll only be able to see the Contacts raised in the new version of CMS. Contacts raised in the old version of CMS will remain in that system until they are resolved.
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.
The CMS is available from 7am to 12am. This is the same for the old version and the new version that is currently being rolled out.
In both the old and new versions of the CMS, there is a "forgot password" link on the login homepage. From there, you'll receive a confirmation email with a link to reset your password.
No, once your User ID is set up it cannot be changed.
In the old version of the CMS, 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 old CMS
The CMS is available through the Xoserve Services Portal.
Log in to the new CMS
We're currently rebuilding the CMS, which is available alongside the old version.
If you have any questions about CMS, please email our team.
CMS maintenance windows:
Every morning 12am-7am
Maintenance windows and system outage information is on our System outages page.