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.

 

KPI 1a

94%

first available appointments offered within 10-working days

KPI 2a

94%

new lines installed on time

KPI 4

8 days

average working days to the first available installation slot

KPI 7

12 days

average working days it took us to install a new line when we sent an engineer

KPI 8

10 days

average working days to install a new line, when an engineer wasn't sent

KPI 19

1.84%

percentage of street cabinet installation visits we missed

KPI 18

2.91%

percentage of home or business installation visits we missed

KPI 20

203

new lines installed more than 120 days after the target date

KPI 22

872

new lines not installed more than 120 days after the target date

KPI 3b

85%

Faults fixed within one working day of being reported

KPI 3a

84%

Faults fixed within two working days of being reported

KPI 12b

21.43 hours

average working hours to fix faults within one working day of being reported

KPI 12a

32.09 hours

average working hours to fix faults within two working days of being reported

KPI 17

2.53%

percentage of home or business repair visits we missed

KPI 21

1122

faults fixed more than 30 days after the target date

KPI 23

497

faults not fixed more than 30 days after the target date

KPI 1

34.58

average number of working days it took us to install a circuit

KPI 4

62.90%

percentage of circuits that took the shortest time to install

KPI 7

3.22%

percentage of circuits that were the most complex to deliver

KPI 3

86.71%

percentage of circuits installed by the original agreed date

KPI 2

96.07%

percentage of faults we fixed within the agreed time