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All product-related enquiries should be referred to your Openreach Sales and Relationship Manager (SRM). If you have a compliance enquiry relating to the Undertakings or Equivalence, then please contact the Openreach Business Integrity team for further advice who can be contacted at equivalence@openreach.co.uk
OPENREACH Group has an obligation to provide a 24/7 channel to enable members of the general public to report damage to our network. There is also an additional Health and Safety (H&S) obligation to provide 4 hour response time when a risk to H&S has been clearly identified or is suspected. Any damage can be reported to us on this basis.
3rd 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 User. 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 frame work.
• 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.
The embedded document provides you with a look up table with common call scenarios to provide you with a quick reference guide on the appropriate action to take.
3rd Party Damage Look Up Table |
Note: The primary concern of Openreach for 3rd Party Damage report is public H&S not the restoration of service. Openreach will arrange for the nearest engineer to visit and make the area safe. The engineer who attends may or may not have the required skills to restore service therefore a separate fault report must be submitted via the normal process to ensure restoration of service within the care level attributed to the circuit.