Help switching your Gas Supplier

Switching Gas Supplier

Information for gas consumers


Contents

 Xoserve's role in the Supplier switching process
The role of Suppliers, Shippers and Network Operators
– Looking to switch gas supply?
– Problems with switching Gas Supplier?
– Common issues experienced during the switching process and how to fix them
– Still need to get in touch?


Overview

On this page you will find:

  • information about Xoserve's role in the gas switching process
  • who to contact if you are looking to switch your supply
  • help with any issues you may be experiencing during the switching process 


Xoserve's role in the domestic gas supply switching process

As the Central Data Service Provider (CDSP), we record when domestic customers switch their Gas Supplier.

This information is recorded in a Central Register which holds information on behalf of Gas Suppliers, Shippers and Transporters.

We are the custodians of the data, but we do not amend the data directly ourselves. To keep the information as up-to-date as possible, we rely on accurate information being provided to us by Gas Shippers and Suppliers.

If the information on the Central Register is incorrect, it is the responsibility of the Shipper to update the register and maintain the data held against each of their MPRNs (Meter Point Reference Numbers).

Xoserve has no involvement with the contractual relationship between gas consumers and suppliers. We do not impose any restrictions for a gas consumer to switch suppliers whenever they are contractually able.


The role of Suppliers, Shippers and Network Operators


The Gas Network

Our Network Overview details the gas industry’s distribution network, a nationwide network of high-pressure pipes that provide a channel for gas to be moved across the country directly to our homes and properties.

Gas Suppliers, Shippers, and Network Operators

Gas Suppliers
As a gas consumer you will have a contract with your Gas Supplier who is responsible for billing you for the right amount of gas used. Your Supplier tells the Gas Shipper how much gas you need and when you need it. In many cases your Supplier may also be your Gas Shipper.

Gas Shippers
The Shipper buys the right amount of Gas (ordered by your Supplier). They keep Xoserve up-to-date with any changes to your gas supply data.

Network Operators
Network Operators own the distribution network of gas pipes that delivers the gas to you.

 


Looking to switch gas supply?

If you are a consumer looking to switch Gas Supplier, you can get advice on how to switch from Ofgem, the energy regulator.

You can find out who your Gas Supplier is by:


Problems switching your gas supplier?

You may have been asked to contact Xoserve about data needed to switch your home gas supply.

Important note

Xoserve is unable to update any details on the request of consumers or Suppliers.
All instructions to update data about your gas supply must come directly from the Gas Shipper on behalf of your Gas Supplier.

We want the switching process to be as smooth and quick as possible for all parties involved.

To help speed things up, we have put together the following information about:

  • common scenarios experienced during the switching process
  • who to contact
  • the correct course of action to resolve the issue

Common issues experienced during the switching process

Examples of common reasons for a supplier switch not happening as expected include:

  • Xoserve may not have actually received the switch request
  • the request may contain insufficient or incorrect data and is therefore rejected
  • there may be a mismatch with data about your address or your meter
  • your current Supplier may have objected to the switch (if you are contracted to stay with them, or have an outstanding bill)
  • the Supplier you want to switch to may have cancelled the switch request
  • Xoserve can only process one switch at a time per MPRN, if you have already made a switch and then changed your mind our system may still be processing the first switch request and any further switches will therefore be rejected
I have been informed that Xoserve holds incorrect address details for my property
I have been informed by my new chosen Supplier that they are unable to take ownership of my gas supply because Xoserve holds incorrect address details.
 
Solution
Xoserve is unable to update any details on the request of consumers or Suppliers. All instructions to update data about your gas supply must come directly from the Gas Shipper on behalf of your Gas Supplier.
 
You will need to contact your current Supplier and ask them to liaise with the contracted Gas Shipper - asking the Shipper to submit an address amendment request to Xoserve.

The Shipper will need to submit the request via Xoserve's Contact Management Service (CMS).

When the details are processed and updated in our central register, the new supplier will be able to process your switch.

I don't know who my current supplier is
The new Supplier has suggested I contact my current Supplier by I don't know who my current Supplier is.

Solution

You'll need to check if Xoserve holds details of your current Gas Supplier.

You can do this by:
If we have a record of your current supplier we should also be able to give you details about your Meter Point Reference Number (MPRN) which may also help with the switching process.
 
What if Xoserve does not have a record of my current supplier?

If we do not have a record of you current Supplier, then you will need to contact the Supplier you are looking to switch to, and ask them to take the Supply Point into their ownership with the address as it stands. 

Once they have ownership of the Supply they should then immediately arrange through their Shipper to request an address amendment via the Contact Management Service (CMS).

My switch has not been processed because Xoserve does not have any record of my gas supply

I have been informed by my new chosen Supplier that they are unable to take ownership of my gas supply because Xoserve does not have any record of the supply point.

Solution

Xoserve is unable to update any details on the request of consumers or Suppliers. All instructions to update data about your gas supply must come directly from the Gas Shipper on behalf of your Gas Supplier.
 

You will need to contact your current Supplier and ask them to liaise with the contracted Gas Shipper - asking the Shipper to raise an MNumber* Creation (MNC) with Xoserve.

When the details are processed and updated in our central register, the new supplier will be able to process your switch.

*Meter point number

I would like an update on my MNumber creation request

My Supplier has arranged for the Gas Shipper to process an MNumber Creation request but they have been informed that there is a delay with Xoserve’s processes. 

I would like an update on my request or would like to escalate this as urgent.
             
The MNumber creation process:

  • On receipt of the Meter Number Creation Request, Xoserve will carry out some validations on the request. If validations are passed, the request will be referred to the Network Operator to investigate
  • Xoserve will generally refer the requests to the Network Operator within a day of receipt, and respond to the Shipper within a day of receiving the referral response from the Network Operator
  • The length of time the referral is with the Network can vary from a few days to a few weeks. This is usually dependent on whether a visit to the property is necessary
  • The Network Operator will investigate using either their records or visit the property to determine if there is a legal connection 
  • If a legal connection is found, the Network Operator will advise Xoserve to create an MPRN
  • Xoserve will inform the Shipper that the MPRN has been created
  • The Shipper will take the MPRN into their ownership
  • Your Supplier will then be able to process the switch

What if my MNumber creation request is rejected?

If the Network Operator does not find a legal gas supply or any gas supply for the one being requested, you will need to contact your Network Operator to ask for a Gas Supply to be installed.

Some Gas Suppliers may do this on your behalf but others may not.

To find out who your network operator is you can:

Urgent requests

Request for progress updates should come directly from the raising Shipper. The Shipper should let us know the reasons for any urgency to the request and we will pass this information to the investigating Network Operator to consider prioritisation.

*Meter point number

I have been informed that Xoserve holds incorrect meter information about my gas supply

My current (or my new chosen) gas supplier has informed me that Xoserve holds incorrect meter information about my gas supply and I would like this to be corrected.

Solution

Xoserve is unable to update any details on the request of consumers or Suppliers. All instructions to correct information must come directly from the Gas Shipper.

You will need to contact your current Supplier and ask them to liaise with the contracted Gas Shipper - asking the Shipper to update Xoserve’s records.

 

I think Xoserve holds two records for my gas supply - which one is correct?

A Supplier has informed me (or the Find My Supplier service indicates) that Xoserve holds two records for my gas supply point.
 
Solution

Xoserve is unable to update any details on the request of consumers (end-users) or Suppliers. All instructions to update data about your gas supply must come directly from the Gas Shipper on behalf of your Gas Supplier.

You will need to contact your current Supplier and ask them to liaise with the contracted Gas Shipper - asking the Shipper to update Xoserve’s records by submitting a 'Duplicate Contact' request via Xoserve's Contact Management Service (CMS).


If you still require assistance and need to contact Xoserve

If you have spoken to your Supplier and believe that you still need to contact Xoserve, please complete our Request Support form. It is important that you provide the name and contact details of the person that you have spoken to through your Supplier as we may need to contact them on your behalf.

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