Our organisation

Openreach, part of BT Group, looks after the local access network - the fibres, wires and cables that connect tens of millions of homes and businesses to phone, broadband, data and TV services. We have over 30,000 people installing, supporting and maintaining the network and working on behalf of the nation's communications service providers (the companies that supply phone and broadband to people at home or work) to keep the country connected.

We're currently building a multi-billion pound superfast fibre network that’s transforming Britain's broadband speeds, providing well over 26 million premises with access to superfast fibre. In fact, our deployment is one of the fastest anywhere in the world.

Openreach is made up of four main areas.

Customer Service
Our Customer Service team is the voice of the customer, there to improve our customers' experience. Our 1,000-strong multi-skilled team is based across the UK and offshore in India.

Customer Service is spilt into five distinct lines of business.  They're responsible for:

  • developing the strategic and forward-thinking plan that makes sure the network meets the needs of customers - not just now, but for the future
  • handling all Communications Provider contact into Openreach as well as contact from the general public who might want to report damage
  • the 24x7 service and network management of the Ethernet, NGA and LLU Power platforms.
  • the management of all CP complaints into Openreach.

Service Delivery
Our 19,000-strong Service Delivery team is responsible for the UK's local access network - sometimes referred to as the 'last mile' - from the telephone exchange through to homes and businesses.

Our engineers:

  • will complete 5.8m provision and repair jobs in 2015/16 at homes and businesses across the UK as well as carrying out 1.8m cabinet-only visits (Fibre To The Cabinet Self Install). That’s 7.6m unique field visits for the year (or 29,000 every day!)
  • make 86,000 provision visits on copper, fibre and TV and manage 72,000 repairs to our copper, fibre and broadband networks every week
  • provide 104,000 new connections and remove 4,000 cable connections ('jumpers') from our exchanges every week
  • deliver superfast connectivity that revolutionises people's lives and businesses.

Infrastructure Delivery
Our Infrastructure Delivery team is at the heart of Openreach, providing and maintaining the core network and infrastructure that supports our products and services.  Giving our customers what they need, when they need it. Our 6,500 strong engineering team day in, day out build Britain’s connected future.

The team: 

  • build the core and fibre network that connects the UK. We’re committed to helping the Government achieve 95% fibre coverage by the end of 2017
  • work with our partners to extend the Broadband Delivery UK fibre network into rural areas to reach even more customers
  • every week connect another 2,500 new site plots to our network and our ambition is for all new property developments to have a fibre broadband solution from us
  • are involved in network restructuring and major civil engineering projects every week
  • maintain our network and keep it safe. We test 8,000 poles and replace 920 every week
  • look after millions of network records, cherishing years and years of engineering history.

We have around 1,290 people in headquarters.  These include the Executive management team, who lead Openreach, and teams covering the central functions of:  Finance; Marketing & Internal Communications; Legal, Risk and Equivalence, Human Resources; Infrastructure Delivery; Communications & Public Affairs and Openreach Chief Information Officer.