Customer Service Plan

CSP Common Sections - version 01

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14.01. Hazard to public health and safety (third-party damage report)

A third-party damage report covers damage to Openreach network that poses a threat to public health and safety, caused by a third party (or act of nature) not working on behalf of a CP or the end customer. For example:

• Wires/cables down or hanging low across a public footpath or public highway (outside the customer boundary).
• Damage to poles, pole down or leaning.
• Manhole/box covers damaged, missing or raised framework.
• Underground cables cut or exposed (outside the customers boundary).
• Street cabinet doors hanging off, missing, or open (exposing wiring and electrical equipment).
• Street cabinet has been hit by a vehicle or vandalised. 

The Openreach damage report number is 0800 023 2023. This team only deal with 3rd party damage reports and will not be able to progress any other request. You must follow normal processes for all other fault report or enquiries.

14.02. Damage to end customer’s property

We do all we can to avoid damage when we work but if it does happen, either you or advise your customer to email their details (name, address, contact number, email address) and a description of what’s happened (date, time, description of damage, photographs) to BTPLClaims@dwf.law. The public liability teams will then send out a claims pack within 48 hours and deal directly with the end customer to fix things.

14.03. Damage to end customers’ line plant

If your customer is reporting an issue with their overhead or underground cable within the boundary of their property that is service impacting, you should report this as a damage case through your usual process., you should report this as a damage fault through your usual process. Openreach will not attend unless you book it for us in these situations.

For anything outside your customer’s boundary, is non-service impacting, or if the issue relates to a pole or cabinet, your customer should use our EiVA chat option here or call 0800 023 2023 options 1 then 1, 24/7. We need to know about something that's unsafe ASAP so please report it straight away.