Introduction of New Openreach Escalation Process

After feedback from CP’s, Openreach has released a new escalation process for when dealing with faults and order issues for SMC’s. The new process came into effect on the 8^th February 2010.

Their aim is to have a clear and consistent process in place to manage escalations, with clear ownership and provide a level of service that they feel CPs can confidently rely upon safe in the knowledge that the Openreach Escalation Team will manage their escalations effectively.

General issues and enquiries should continue to be directed to the main Service Management Centres with issues meeting the criteria described below being directed to the Escalations Team.

When escalations are to be made via a phone call, a new specific 0800 number direct to the respective Escalations Teams will be available for each of Provision and Repair (existing email channels will continue to be available where currently utilised). Due to their different requirements there will be some differences between the Provision and Repair structures as outlined below.

Provision

Where Openreach has failed in its contractual obligations and the alternative is unsatisfactory, the Escalations Team can be contacted on 0800 030 4453 option 1.

The Escalation Team will validate the enquiry and provide a reference. They will arrange immediate investigation and will respond within 4 SMC working hours with details of what action is being taken to progress /resolve the problem. If the escalation does not fulfil the criteria the team will discuss alternatives with the CP.

Repair

The Escalation Team is built of product experts who have the sufficient skills to manage escalations. Within the new process the CP will have the confidence that if they call with an escalation that complies with the criteria below, ownership will be taken straightaway.

The Escalations Team can be contacted on 0800 030 4453 option 2.

Criteria to contact Openreach for an escalation:

Fault out of SLA – No update received or require urgent fault resolution

Where a fault is out of SLA, and there is no update on the Fault tracker, the CP can contact the Openreach SMC for an update. The CP also has the opportunity to call the Escalation Team and they will either provide an update or chase for an update from the dealing team about the progress and/or estimated resolution date.

Openreach missed a booked appointment with the end user and the next appointment is not acceptable

Where Openreach has missed an appointment, the CP will be required to book another appointment. If the earliest appointment is not by the end of the next working day (excluding public holidays), the CP can call the escalation team to have this escalated. The escalation team will try and ensure an engineer is assigned to visit the end user by the end of the next working day (excluding public holidays). This is only applicable where MBORC does not apply.

Protracted repair or multiple repeat fault scenarios

Where a fault has been reported a multiple of times or has been outstanding for a long period of time but remains unresolved, the CP can contact the Escalation Team who will then take personal ownership. The team will proactively engage with the CP and engineer ensuring that the fault is not closed until a satisfactory outcome is reached, i.e. after a co-op with the CP, if the CP confirms that the service is working.

Service Affecting/Hazard

If in the view of a CP an Openreach engineer has carried out work at the end users property and has left it in an unsatisfactory condition or in a state of hazard, if the fault report is still open the CP can contact the Escalation Team and the Escalation Team will take ownership by ensuring that an engineer visits the end user’s property to resolve the issue.

For WLR3, escalations meeting these criteria can be raised either via the B2B gateway or by calling the Team.

For WLR2, escalations must be raised via eCo Repair. Once accepted, the CP will be provided with an update about the progress of the fault. The CP can also then call the Escalation Team, if necessary, who will provide the CP with a reference number, and the Escalation Team will manage the escalation until the fault is satisfactorily closed.

For LLU, escalations can be raised either by calling the new Escalation Team or by sending an email to llua.level.1.escalation@openreach.co.uk