Customer News

Customer Change

Xoserve — Thu, 24 Sep 2026 09:58:57 GMT

Change Management (ChMC) – Q2 2026

ChMC continues to provide governance and oversight for industry change, including prioritisation, approvals and delivery.

Key Decisions and Approvals

February approvals (into development):

XRN 6039 – Provision of IGT Supply Meter Point data to DNOs and IGTs
XRN 6041 – CDSP obligations supporting UNC Modification 0922
XRN 6045 – June Major Release
XRN 6050 – DDP Release 6

March approvals:

XRN 6056 – Introduction of new Supply Meter Point status ‘IS’ and removal of ‘CL’
XRN 5805 – Approved into delivery (alternative solution for VBA macro-related DN templates)
XRN 6045 BER approved, including scope and delivery costs

Delivery and Programme Updates

February 2026 Major Release delivered to plan (amber status managed through testing)
Minor Release Drop 15 successfully completed and closed
DDP Release 5 delivered; Release 6 progressed into design
Ongoing oversight of Gemini and wider strategic programmes

Overall Position

ChMC continues to support effective, collaborative governance, ensuring delivery remains aligned with industry priorities, budgets and regulatory requirements.

To keep up to date with all CDSP changes, please see our Change Register, or for meeting minutes, please visit the Joint Office website.

Industry Change

Xoserve — Thu, 24 Sep 2026 09:58:39 GMT

Contract Management Committee (CoMC)

CoMC provides monthly oversight of contract performance, governance and approvals.

Performance Overview

Performance remained strong, with the majority of KPMs and PIs achieved and high-volume processing consistently meeting targets. Eleven incidents and two customer issues were reported, all of which were resolved, with impact monitored and communicated.

Key Approvals

Four Data Release Requests were approved to support:

DESNZ Smart Metering Programme
Gas Shipper Obligation Administrator
MAP access to data via Data Discover Platform
Energy Systems Catapult Smart Energy Data Service

Key Project Updates

Equitability Review
Customer engagement will continue to refine the methodology and allocations, with any proposed changes subject to industry consultation ahead of BP27 implementation.

Service Enhancements Programme

Service Enhancements Working Group (SEWG) established, with customer input shaping priorities
DDP2 rollout
Agreement reached with PAC to track audit remediation through CoMC

Request for Adjustment (RFA) Reporting
Enhanced reporting was introduced, including a dedicated Joint Office webpage Request For Adjustment Updates | Joint Office of Gas Transporters - Gas Governance. As of April 2026, of the 13,000 RFAs submitted above the 20% threshold, 5,200 remained unprocessed, affecting a limited number of customers. Auto-closure functionality has now been implemented.

KPM / PI Review

A full review of KPMs and PIs has been undertaken to ensure measures are relevant, clear and transparent. Customer feedback has supported the proposed direction, with further engagement ongoing.

Process Improvements Delivered

MPID VAD governance modification raised
CoMC decision log introduced and published
Enhanced Major Incident communication approach implemented

Emergency Contact details exercise

We have been facilitating an exercise to assess and improve the quality of emergency contact information held by relevant shipper organisations. For sites with an Annual Quantity that exceeds 732,000 KWh, contact details are required for Gas Transporters to use in case of an emergency. Given the criticality of this data, we have been working with CoMC to support relevant Shippers by issuing portfolio data and requesting information in response, including their view of the most up to date information and a description of the processes they deploy in order to keep this information up to date.

Thanks to all Shippers who have responded so far. Following a discussion in CoMC in July 2026, we wrote to all Contract Managers on 23 July 2026 for relevant shippers to respond to our request for information. We are requesting responses by Friday 25 September 2026.

We have made improvements to our online training materials to help support this process. A new EMR training module is now available - Emergency Contacts | Rise 360.

If you have any questions relating to the data you are provided or the operational processes to update it, please reach out to customerexperience@xoserve.co.uk.

For the latest meeting minutes and updates, please visit the Joint Office website. If you would like to be added to the distribution lists for either ChMC or CoMC meeting briefs, please contact enquiries@gasgovernance.co.uk.

Regulatory Change – Q2 2026

The Xoserve Regulation team has continued to actively participate in regulatory forums within UNC, IGT UNC and REC to support the development of change, ensuring code requirements are translated into practical, high-quality solutions.

Key activities include:

Continued promotion of the accurate population of emergency contact data through active engagement with Shippers to encourage a review of emergency contact details and enhanced reporting to support maintenance of details. This includes progression of UNC Modification 0926 and IGT UNC 183
Supporting DESNZ in their work to introduce the Gas Shipper Obligation (GSO), ensuring a solution is available to meet requirements
Participating in the Ofgem led Gas Network Code (GNC), Code Consolidation workshops
Establishing data sharing framework agreements and processes with key stakeholders - Ofgem, NESO and DESNZ, to support their data requirements

To keep up to date with the latest modification updates, please visit the Joint Office website.

Service Enhancements Progress

Xoserve — Thu, 24 Sep 2026 09:58:15 GMT

CDSP Service Enhancements Programme

The CDSP Service Enhancements Programme delivers quick, tangible enhancements to the Customer experience by resolving recurring pain points that cause frustration or inefficiency. Focused on making processes simpler, clearer, and more responsive, these changes aim to improve usability and communication while laying the groundwork for longer-term transformation through Project Trident.

Customer feedback has identified several priority areas:

Timeliness and quality of responses to queries and tickets
Communication effectiveness, in particular in the areas of Incidents and General Change
Greater customer input and alignment with process/system changes

These themes align closely with the scope of the CDSP Service Enhancements Programme, developed using insights gathered over the past 12 months.

Following initial funding approval at the March CoMC, the initial design phases for the Near-Term Improvements workstream are in flight and solutions are being sequentially delivered. You can keep up to date with how the programme progresses by clicking on our dedicated webpage.

To receive updates on the SEP and invitations to the Service Enhancements Working Group (SEWG) update your subscription preferences here.

Service Enhancements Working Group (SEWG)

As part of the CDSP Service Enhancements Programme, a monthly Service Enhancement Working Group has been established to ensure customers are directly involved in prioritising and shaping solutions.

Progress to date includes:

Agreement of prioritisation criteria
Defined scope for the initial design phases, focused on query management and enhancing communications
Commencement of customer journey mapping to identify process inefficiencies and target improvements

We encourage participation from all DSC Customer organisations to help shape the best possible enhancements to existing CDSP services.

Business Planning 2027-30

Xoserve — Thu, 24 Sep 2026 09:57:57 GMT

Thank you to those that attended our annual Stakeholder Engagement Day on 3 June 2026. We welcomed Customers, industry partners and stakeholders to its to join us for a day centred around the theme Transforming Together, the event provided an opportunity to reflect on progress, discuss future priorities and formally launch engagement on the next Business Plan (BP27). Through presentations, panel discussions and interactive workshops, attendees shared valuable insights that will help shape Xoserve's future direction, reinforcing its commitment to collaboration, transparency and delivering better outcomes for the energy industry. You can find all resources from the day here.

Now the 2027 business planning process is well underway, with the publication of Xoserve’s draft, and final Statement of Planning Principles in June and July respectively, and most recently the publication of the Annual Report and Financial Statements, delivered on 27 August. Internal stakeholders are now working hard to produce Draft 1 of the Business Plan which will be published on 25 September, with our first BP27 engagement webinar taking place on Monday 5 October. We are welcoming all Contract Managers, DSC Customers and stakeholders to attend the webinar. If you would like to attend, please complete this short registration form.

To keep up to date on the latest BP27 information please visit our newly designed Business Plan Portal.