16/12/2022 

For information

This briefing is for all Communications Providers (CPs).

This briefing is to inform CPs about a delay in processing Service Level Guarantees.

Due to a backlog of work that has built up over recent months as a result of an increase in volumes to process, Openreach will not be in the position to apply all SLG credits for November 2022 completed work (standard and automatic compensation) to the January 2023 invoices.

In the January 2023 invoice, Openreach will provide SLG credits on all SLA calculations completed on time. However, late provision and late repair for FTTP and SOGEA will not appear as a credit line on the January 2023 invoices.

Openreach will continue to complete work on these outstanding items and provide you with:

1. CP itemised statements as they become available over the next two weeks – this will provide you with sight of the SLG credits owed.
2. The SLG credits owed will then be placed on the corresponding accounts as a credit note during the first week to 10 days of January 2023.

If you have any questions regarding this communication, please send to proactive.slg.enquiry@openreach.co.uk

More information

If you've any questions about this briefing, please get in touch with your business development manager or customer experience manager.