Our quality of service standards

Data is such an essential part of consumers’ lives they have high expectations when it comes to service. To make sure Openreach can meet them, we have quality of service standards – values we measure ourselves against to track how we’re performing.

We also publish performance results every three months to let you know how we’re doing.

Please note: new regulation impacting home and smaller businesses as well as larger business markets was implemented by Ofcom on 1 April 2021, so Q1 2021/22 data for home and smaller businesses cannot be directly compared with previous quarters.

Larger business markets - Changes implemented on 1 July 2019 mean that Q2 19/20 data cannot be directly compared with previous quarters. From 18 March 2021 a new KPI was introduced looking at the average orders open on the last day of the month and this data cannot be compared with previous KPIs.

 

 

Download our quality of service standards

 

Historic Regulatory KPI data

Home and smaller businesses KPI performance data for previous years:

1 April 2020 - 31 March 2021

 1 April 2019 - 31 March 2020

 April 2014 - 31 March 2019

Larger businesses KPI performance data for previous years:

1 April 2018 - 31 March 2021 

Performance FAQs

Check out our performance FAQs and know more on how we measure our targets and what happens if we miss them.