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 larger business markets was implemented by Ofcom on 1 July 2019, so Q2 19/20 data cannot be directly compared with previous quarters.
Detailed information for home and smaller businesses
Please note that due to system issues the information shown in the drop downs for home and smaller businesses can be found here.
first available appointments offered within 10-working days
new lines installed on time
average working days to the first available installation slot
average working days it took us to install a new line when we sent an engineer
average working days to install a new line, when an engineer wasn't sent
percentage of street cabinet installation visits we missed
percentage of home or business installation visits we missed
new lines installed more than 120 days after the target date
new lines not installed more than 120 days after the target date
Faults fixed within one working day of being reported
Faults fixed within two working days of being reported
average working hours to fix faults within one working day of being reported
average working hours to fix faults within two working days of being reported
percentage of home or business repair visits we missed
faults fixed more than 30 days after the target date
faults not fixed more than 30 days after the target date
average number of working days it took us to install a circuit
percentage of circuits that took the shortest time to install
percentage of circuits that were the most complex to deliver
percentage of circuits installed by the original agreed date
percentage of faults we fixed within the agreed time