Openreach’s strategy

A strategy that’s based on customers

All good strategies start with the needs of the people that make a business work – the customers. So ours is about improving the service we give to communications providers, consumers and businesses alike. It’s made up of four parts:

Better service

Better service

What’s the aim?

To deliver a reliable, working service on time, first time. And to fix faults as soon as possible after they happen.

How will we do it?

We’ll meet and exceed our copper and Ethernet minimum service levels (the official commitments we’ve made to improve our service). We’ll also miss fewer appointments and generally improve the service we give our customers. And we’ll put a team in place whose only job will be to sort things out if they go wrong. Finally, we’ll deliver working Ethernet circuits quicker, and complete 85 per cent of orders by the date we say we will in the contract.


Broader coverage

Broader Coverage

What’s the aim?

To make sure that everyone, everywhere in Britain can be connected.

How will we do it?

By building the best possible network to serve our customers.  We’ll also partner across industry – with CPs and the Regulator and  continue working with the government to extend superfast broadband coverage to 95 per cent of the UK population by the end of 2017. Then we’ll close the gap for the remaining 5 per cent of households over the next few years.


Faster speeds

Faster Speeds

What’s the aim?

We want to take the UK from superfast to ultrafast broadband.

How will we do it?

Today 26.8 million homes and businesses have access to superfast broadband. We’re aiming to give 12 million more access to ultrafast speeds of 100Mbps by 2020. We’ll also make sure that 99 per cent of plots on new housing developments with more than 30 homes are built with FTTP.


Skilled teams

Engaged, empowered and multi-skilled teams

What’s the aim?

We’ll help our teams understand and deliver these improvements to our customers.

How will we do it?

We’ll make sure we have the right people in the right place, at the right time. So we’ll keep recruiting more engineers and training more of our teams. We’ll also make local teams more responsible for their own decisions.


Our governance

How we’re governed, and information about our board

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Our board

Who’s who on the Openreach board

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Our executive team

Meet our leadership team

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