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BT Group has an obligation to provide a 24/7 channel to enable members of the general public to report damage to our network. There is also an additional Health and Safety obligation to provide 4 hour response time when a risk to H&S has been clearly identified or is suspected.
Definition of a third party damage report:
A third-party damage report covers damage to Openreach network that poses a threat to public health and safety, caused by a third party (or act of nature) not working on behalf of a CP or the end customer. For example:
• Wires/cables down or hanging low across a public footpath or public highway (outside the customer boundary).
• Damage to poles, pole down or leaning.
• Manhole/box covers damaged, missing or raised frame work.
• Underground cables cut or exposed (outside the customers boundary).
• Street cabinet doors hanging off, missing, or open (exposing wiring and electrical equipment).
• Street cabinet has been hit by a vehicle or vandalised.
The Openreach damage report number is 0800 023 2023. This team only deal with 3rd party damage reports and will not be able to progress any other request. You must follow normal processes for all other fault report or enquiries.
The imbedded document provides you with a look up table with common call scenarios to provide you with a quick reference guide on the appropriate action to take.
| Third party damage look up table | Damage lookup table |
Note: The primary concern of Openreach for third party damage report is public health and safety not the restoration of service. Openreach will arrange for the nearest engineer to visit and make the area safe. The engineer who attends may or may not have the required skills to restore service therefore a separate fault report must be submitted via the normal process to ensure restoration of service within the service maintenance level attributed to the circuit.
To report damage caused to your property by Openreach please contact: 0800 023 2023 Option 1