CSP Common Sections - version 01

Download Full Document

Opening hours 08:00-17:00 Monday to Friday, requests are actioned by the Escalation Team.  

HIPoS is a ‘best endeavours’ service to improve installation appointment dates for orders that have a current appointment of 20+ working days. Aim is to respond to all emails within 24 hours (if received Friday, response sent Monday).  

5.01. HIPoS Criteria

The criteria for this service are that the order must be:

• For a Business Line
• For single lines on WLR3 PSTN, ISDN 2, MPF, GEA-FTTC,  or SOTAP
• Not suitable for any other form of escalation i.e. DSO / HLC
• Fluid
• Have a  committed date/KCI2
• Be the first appointment on the order
• Be appointed for 20+ working days in the future
• Request submitted by an authorised DSO referral officer
• Must be on the correct Proforma with all the details completed 

5.02. HIPoS Process

Emails using the below proforma are sent to ordso@openreach.co.uk, inserting ONLY ‘HIPoS’ and the order ref into the subject line.  The emails are actioned by the team and replies are sent back to the CP by email.  Flow and Siebel are updated if the appointment is amended, enabling CP to view updates on the Order Tracker/View My Job.  Rejections are also sent to the CP by email. 

Emails are actioned in ‘received order’. If in exceptional circumstances where the occasion to chase a response does arise, please insert ‘CHASE’ at the beginning of the subject field before sending back into the inbox.  This helps us identify how many new and how many chase emails we currently have.  E.g. CHASE HIPoS + order ref 

As this is a ‘best endeavours’ service there is no right to appeal; however in certain circumstances where there has been an Openreach error or where there is extreme justification for us to look again a secondary email can be sent, inserting ‘Manager’ into the subject line as well as HIPoS. These will be reviewed and actioned by the manager. 

5.03. HIPoS Contacts & escalations