Customer Service Plan

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Customer Service Plan

Ultrafast and Superfast Fibre Access - version 8.40

Services

Last updated: 05 September, 2025

For all System/IT issues and information regarding the services offered by the Openreach Applications Support Desk, all customers should refer to the generic “Customer Service Management Catalogue” held on the Customer IT Zone on the Openreach Portal.

https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides

Network addressing

Order placement for GEA-FTTP and FOD (FTTP on Demand) does not support the use of a Silver or Bronze address key, and the ORDI process below should not be used for GEA-FTTP and FOD enquiries. If you cannot find the Gold key that you require, or have difficulty placing an order for GEA-FTTP or FOD, please follow the fibre availability enquiries process outlined in section 2.2 of this document, and select the appropriate option from the Formwize

(https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d040e0b0808).

Non-FTTP:

If you cannot find the Gold Key that you require, please place your order using a Silver Key if it is available, or use a bronze key for an address that does not show up in the Address matching dialogue service. If you have difficulty placing an order against a Gold, Silver or Bronze key then please use the ORDI robot to have the problem corrected in the first instance. Information about ORDI is held on the Customer IT Zone on the Openreach portal, including ORDI contacts (held in the Customer Service Management Catalogue).

https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides

When sending escalations to the Network Addressing Team, please ensure you’re adhering to the following

Please allow 48 hours for the progression of any orders you send in via email. This will allow time for orders to be actioned.
Please only email only once if the original request is over 48 hours old.
All emails are dealt with in the order they arrive.
Please do not duplicate emails within the 48-hour window. If you have already sent in the request, it will be actioned.
Please only escalate to Named contacts if your request falls outside of the above.

Level of contact	Named person	Points of contact	Meaningful update	When to Escalate
Data cleanse update		network.addressing@openreach.co.uk	48 Working Hours of receipt	When the ORDI process has failed
Data cleanse update 1st escalation (48hrs)	Taighler Clark, Jade Davies	taighler.clark@openreach.co.uk jade.davies@openreach.co.uk	48 Working Hours of receipt	When Level 1 action did not resolve the issue at hand or has not met the SLA the response time
Data Cleanse Update queries 2nd Escalation (24hrs)	Ricky Beresford	ricky.beresford@openreach.co.uk	24 Working Hours of receipt	When Level 2 action did not resolve the issue at hand or has not met the SLA the response time
Data Cleanse Update queries 3rd Escalation (24hrs)	Paul Fowle	paul.fowle@openreach.co.uk	24 Working Hours of receipt	When all contact points have not resolved the issue in hand and all SLA times have surpassed

Application Support Desk

For all system/IT issues and information regarding the services offered by the Openreach Applications Support Desk, all customers should refer to the generic "Customer Service Management Catalogue" held on the Customer IT Zone on the Openreach Portal.

https://www.openreach.co.uk/cpportal/cpzone-ciz/information-and-user-guides

The ASD will monitor report and escalate incidents to resolution. However, for those incidents not resolved at first point of contact, the responsibility for resolution lies with Openreach second line support teams.

Please note that if an incident is not cleared within the advised target time, CPs can request an escalation of the case. Please see table below for details of this escalation process.

Level	Name	Telephone	Email-address
First Contact	Application Service Desk	0800 085 1287 Option 3 CP should request an escalation on their Incident and quote the Incident reference number. The ASD will escalate the case following our internal escalation processes. PLEASE NOTE: P3 incidents have an SLA of 85% within 48 Elapsed hours. The ASD will NOT escalate a case if within this SLA unless there are mitigating circumstances where escalation is appropriate (e.g. impact on service has increased significantly since first reported	For escalations, please telephone the ASD – Alternatively please use the Amend Notes feature via the Incident Management Tool We aim to respond to this request within 24 hours
1^st Escalation	ASD Manager		https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d0408090f0b0a We aim to respond to this request within 24 hours
2nd Level Escalation			Please escalate using the link below if failed commitment at First level escalation. A manager will review and respond