22/12/2011 For Information
This briefing on the launch of a Community Engineer Service is for WLR and LLU Communications Providers.Openreach launch of the Community Engineer Service on the 9 January 2012.
As part of our commitment to improve the services we provide to our customers, Openreach is to provide a new service from the 9 January 2012. This service will provide greater help and assistance to end customers with disabilities or long term health conditions.
Although Openreach engineers treat all its customers in an equally fair and professional way there are times when additional work and time is required due to the specific requirement of the end user in these circumstances.
Through some additional process steps within our provision and repair processes, Openreach will be able to make all reasonable efforts to send a specially trained Community Engineer who will be able to provide more support to your customers. The Community Engineer should then be able to provide an enhanced experience, through understanding and responding to the end users individual requirements
The Community Engineering Service will be available for more Provision and Repair scenarios on WLR and LLU MPF products at no additional cost.
A full description of this service and the additional process steps can be found on the Openreach website at Product - Service Products
This service operates on a opt in basis and does require you to provide further information after placing your provision or repair orders.
Issued by KJS
The contents of this briefing are accurate at the time of writing and are subject to change.
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