Best practice guide - Placing an order to a n ew property

1. Best practice guide-Placing an order to a new property 31 July 2014 Version 1.0

2. Document History Slide 2

3. Introduction This best practice guide provides the key information that a Communications Provider (CP) should use to manage their customer expectations when ordering a new service to a new property When followed, this guide will CPs manage their customers’ expectations. It will provide you with an understanding of the complexity involved in Openreach delivering the required service to new premises and selecting the appropriate date that is mutually convenient with their customer at the point of sale. The guide will also show the interactions that occur between Openreach and the Developer prior to order placement to explain the planning and build stages. This guide also provides the information to keep your customer updated throughout the existing order journey including any unforeseen delays that could occur during the network infrastructure build phase of the process The guide covers the provision of services across our product portfolios - Wholesale Line Rental (WLR), Local Loop Unbundling (LLU-MPF), Generic Ethernet Access provided over Fibre To The Cabinet (GEA-FTTC), Generic Ethernet Access provided over Fibre To The Premises (GEA-FTTP)and the Simultaneous provision of these products Step-by-step, the guide will take you from the existing end to end build process to the address matching phase and through to how you react to the build complete phase of the process; • Searching for and matching an address (For full details please refer to the Address Management Guide) • Using Managed Line Plant Availability • Selecting and managing an appointment • Placing an order for a New Property (For full details please refer to the Booking an Engineer Visit Guide) • Reacting to and managing delays notified by Openreach

4. Developer Submit the Newsite Application Complete data and return to Openreach Request stores from NSR Request Plot call off New Sites End to End Planning Process Log site onto New Sites System Add data to New Sites System ** Issue estimate to connect DP’s – update records Review and agree proposal send back to New Site Reception Stores received and acknowledged Newsite Reception/ Co-ord Acknowledgement letter sent to developer Check proposal and Update New Sites System Identify stores requirement Order stores for developer 1st Visit Complete Plot call off sheet Quality check Newsite Rep (NSR) Initial site visit with developer (possibly agree way-leave) Amend New Sites systems if changes Carry out survey to establish link to existing network Design Proposal 4 weeks before Site start date Plan Offsite civils Close down estimate on New Sites system and record asset once all engineering work complete Issues estimate at least 60 days before FOD. Newsite Design Issues estimate to at least X days before FOD. Send to NSR and developer Plan Off/onsite cable Change status of job to planning complete Note: More Information on the roles and responsibilities and options for a Developer that has entered into an agreement with Openreach can be found within the Openreach Developers Guide via the Openreach portal. See Related Documents at the end of this guide

5. Reception & Request for Infrastructure Status A – Land Enquiry Status C – Enquiry >4 Plots Status D – Enquiry 1-4 Plots Proposal & Initial survey Developer formally requests plans to be developed Status G –Waiting Acceptance Status J – Pre-survey Status K – Design Proposals Status M –Site Survey Off Site Planning M-side or Complex D-Side Off site infrastructure Status R – Off Site Civils Status S – Offsite Cable New Sites Infrastructure E2E Planning & Delivery Process Contractual agreement between OR and Developer On-site Ducting Off Site Infrastructure Plot Call-Off and Industry notification Confirmed Plot Call off Council Addressing Status U= Planning Complete V= Waiting NSR Closure W= Site Complete Infrastructure Build Estimates for all work passes for completion NSR works to arrange delivery of on site stores and oversee in life work External 3rd Parties Engagement Traffic Management (Councils) Private Way leave Onsite and Off Site Design Completion of Onsite cable work. Builders are responsible for onsite duct Status T – Onsite cabling On-site cabling Network complete Estimates issued for build Organisation Planning Status G = Waiting Acceptance J = Pre-survey R = Offsite Civils U= Planning Complete K = Proposals S = Offsite Cable V= Waiting NSR Closure M= Site survey T = Onsite cable W= Site Complete Reception and Coordination Teams Newsites Design and Planning Offices Network Delivery

6. New Sites Planning Capacity Forecasting Business – Openreach will assess proposed sites and forecast the required capacity by the total area of the units at the proposed site. (This also applies to larger industrial scale developments such as new retail parks) This is completed before planning and the team will aim to exactly match the known requirement at that time to minimise over provision of pairs to the proposed site. Some developers do not involve Openreach until late or sometimes not at all and in such cases, the first Openreach know of these properties is when orders are placed at these addresses. Residential - Capacity on a residential New site is decided on the basis of allocating 1 pair per plot on a copper site between the cabinet and customers location (D side) and a calculation is used between the cabinet back to the exchange (E side). The number spare pairs at the Distribution Point (DP) will be decided at the time of planning. Greenfield / Brownfield Definition Greenfield Site It is a new build or housing development (a New Site) where no BT Network has previously been deployed. Planned network infrastructure can be Fibre-only, Copper-only or both Fibre and Copper. Brownfield Site It is a existing commercial or residential location where there is existing Openreach Copper Network infrastructure.

7. Openreach Address Matching Dialogue Service Address Matching is a pre-order Dialogue Service (DS) exposed to CPs which helps to streamline the ordering process by using addresses recognised by Openreach systems, or by creating temporary addresses. This DS queries the Openreach National Address Database (NAD) system and presents addresses known to Openreach and addresses in the Postal Address File (PAF) which are unknown to Openreach in order to identify whether a service request is against an existing known/matched or new address • Search Address – Provides a list of addresses that match the criteria (up to a maximum of 200 records) • Add Address – Creates a temporary address key where a match cannot be found (excludes GEA-FTTC, GEA-FTTP Greenfield/Brownfield and FVA) When querying the address functionality we will return all addresses meeting your criteria and each address will be associated with a unique reference known as an “Address key” which in turn allows the CP to place an order There are three possible address keys: • A “Gold key” is returned when an address is known within the NAD, and indicates an address which is or has been historically served by Openreach or has a pre-designed association to an Openreach network. A Gold key has an associated technology flag to indicate the network associations at a specific address and is generated by Openreach. • “Silver Qualifier” returned when an address is not recognised within the NAD but is identified by the PAF against which a temporary “Silver key” will need to be created. A Silver key is automatically generated by Openreach when the CP requests for a temporary key by selecting a silver qualifier. A Silver key will only be created for Copper and Ethernet products not for fibre-only greenfield sites. • When there is no Gold key or a Silver qualifier, a temporary “Bronze key” can be created for an unknown address (e.g. a brownfield site that hasn’t been recognisedwithin the NAD or PAF). A Bronze key is generated by Openreach against the address created by the CP and can only be created for Copper and Ethernet products, not fibre-only greenfield sites.

8. Openreach Address Matching Dialogue Service To confirm, the end user’s postal address is the address for service provision, the details of which is held in the NAD database within the Equivalence Management Platform (EMP) The NAD uses the Royal Mail Postcode and Address File (PAF) data for UK locations which is regularly updated and is Openreach’s primary source of information. Interfaces between NAD and the Copper inventory (CSS), the FTTP Inventories (PIPeR and Phoenix) and the Point to Point FibreInventory (INS) exist, enabling changes to be updated. When handling addressing fallouts requiring changes to address details, the Network Addressing Team (NAT) update CSS (which in turns feeds into NAD) as required and as part of the order journey. Search Address Openreach are reliant on the provision of accurate address details from the Developer against which the CP is able to search and we therefore recommend in the first instance that you search with only a postcode in order to obtain the maximum number of results. The Search Address functionality allows you to search for an address and select the right address key to progress the order. You can also use the ‘ThoroughfareName’ when searching for an address to narrow down the results. Additionally a CP could use the developer name and plot number obtained from their customer, if known, as additional search criteria. The CP can search by “Development Address” and by using the format Plot No and Developer name. This would return a gold key address if matched. If the expected Gold key is not present in the list of addresses, please use a Silver Qualifier and create an address using the correct format and structure. If we have been able to map this to a PAF address, we will associate a Silver key. GEA-FTTP service is always recorded against an existing Gold key so temporary addresses should not be created for that purpose. It will not be possible to raise a GEA-FTTP or FVA order against a Silver or Bronze key. Full details on how to search an address can be found in the Best Practice Guide – Address Management. A link for this can be found in the Related Documents section towards the end of this guide

9. Openreach Address Matching Dialogue Service Add Address If an address is not recognised within the NAD system or PAF and you have checked that it is not a GEA-FTTP fibre served new site address, you will need to create a temporary key. The Add Address functionality allows you to create a temporary key for a new address If there are no Gold keys or Silver qualifier that are relevant for the specific location, please create an address using the correct format and structure. This will be assigned a temporary Bronze key and can be used to submit your order. Temporary addresses should not be created for the purposes of enabling Copper orders for fibre-only served new sites Full details on how to create a temporary key can be found in the Best Practice Guide – Address Management. A link for this can be found in the Related Documents section towards the end of this guide It is important to ensure that, when requesting a service into a complex address, such as a multi-occupancy building e.g. flat, unit or a house that has been recently divided, you will need to ensure that all the relevant low level address details are captured accurately, otherwise Openreach will instruct you to cancel the order and submit in the correct format. E.g. In the house divided example, please do not select ‘1 The Close’ just to select a ‘Gold Key’, if the address is now ‘1a or 1b The Close’

10. Openreach Address Matching Silver / Bronze Gold Address Customer contacts CP to raise order for service Order process • Proactive infrastructure build completed prior to order receipt (CPs to place order at this point). • Address is known within the NAD, and indicates an address which is or has been historically served by Openreach or has a pre-designed association to an Openreach network. • Gold address provided and Distribution Point appointed allowing auto routing to Openreach Service Delivery. • After analysis of line connectivity the order would proceed to New Sites if no connectivity exists to enable accurate line availability dates to be given or if connectivity is confirmed order would proceed to execution in agreed timescale. • Home movers programme looking to revise and streamline order process to enhance Customer and CP experience. • Key work streams include: • Order Process • Addressing • KCI Reporting • Auto Routing Communications Provider CP order Address identified as Gold Key Appointment given Address identified as Silver or Bronze key Advisor to set New Sites flag to order Openreach Order analysed by MLPA DS to ascertain whether line exists to the property Order dealt with by New Sites Y/N N Plot called off by NSR / Co-Ordinator Y Order Proceeds to execution

11. New Sites Definition Note: If a CP does not currently populate the NS flag the order will follow the existing path to the New Sites team, namely for Bronze and Silver keys (Silver known to PAF) it will go to NAT and then on to New Sites (maybe via survey) And for a Gold key this will go direct to the New site team as the address is linked through the DP with info on it that Rose can auto route. At times the customer may only have a plot number and there is a high likelihood the property is not ready for occupancy. Check with your customer and if the occupancy date is not available suggest that the order is placed when this is confirmed. It should also be noted that a large number of properties are built each year where developers do not advise the New Sites team in advance. In such cases, the first Openreach know of these properties is when orders are placed at these addresses. Developers that enter into an agreement for Openreach to provide network to new sites are expected to inform the New Sites team when the property / premises have been council addressed. The developers are in turn dependent on the PO and the Local Authority completing their part of the process before they can inform us. Information on the roles and responsibilities of a Developer that has entered into an agreement with Openreach can be found in the Developers Guide via the Openreach portal. Site Offices/Temporary Buildings A Site Office is a temporary building or structure that is generally not intended to remain in position permanently. Site Offices may include structures such as, Portacabin, portable storage container and similar temporary structures intended to be used as offices for business purposes and as such Site Offices will only be provided on Site Office line products. This is essential as only the Site Office process has the necessary arrangements in place to recover line plant safely when the line is finally ceased. Within the Developers Guide, Developers are asked to contact their CP to order a Site Line and states this is a specific product. Complex Orders Any address that cannot be matched to a gold key and further questioning indicates that a bronze key is required. This would decide the route the order takes and it would likely require a survey and may therefore need additional planning work completed before service can be provided. These orders are more likely to incur an Excess Construction Charge (ECC) and may require a longer lead time, though this is not always the case. Examples of complex orders would be a farm building refurbishment, provision of service to a caravan and a re-build on a brownfield site where no increase in tenancies occurred.

12. New Sites Definition This scope aligns to the existing New Sites Plan and Build definition. Brand new home/business premises where the customer is the first occupant  (1 property upwards) = new site PLEASE NOTE ….This does not include, caravans, mobile homes, log cabins, sheds, temporary buildings, granny flats/ annexes, extensions, farm buildings, site lines, refurbishments where no increase in tenancies. All New homes/business premises must be flagged with a Y to identify the order as a standard new house A suggested question to the customer would be….. Is it a brand new residential or business property where you will be the first occupant? (clearly there are some nuances – see examples below) * ECC only payable if cost of provision is over £3500

13. Point of Sale Firstly, it is important to recognise that, whilst the use of a ‘Gold Key’ against the main address may appear to speed up order entry and lead times, the absence of any relevant flat number or sub-premises detail, may result in Openreach not being able to locate the true address and subsequently the service being provided to the wrong premises. The next step, once you have identified an address and are able to select a Gold key you can then use the MLPA Dialogue Service to view the PSTN working lines and stopped lines serving at the selected address. MLPA will show you where working lines or stopped lines exist, details will be given of up to 20 of each. For stopped lines these details will include the line number. This service will also identify the distribution point that serves the address and how many spare pairs (if any) are available. You must have a matched address or an existing line number in order to use this service and you will receive back either a successful response or an error message, which are explained over the following pages: MLPA The Manage Line Plant Availability (MLPA) Dialogue Service gives you an indication of the Line Plant Availability at an address. It will list Copper line information at that address and you can then use this information to place an order on an existing stopped line or to run an availability check on a specific line. In summary MLPA will; • Detail the working or stopped lines at an address • Help to identify MPF lines at an address • Identify if there is an internal Distribution Point (DP) that will enable you to discuss access arrangements with your customer eMLC The Enhanced Manage Line Characteristics (eMLC) Dialogue Service enables you to identify line characteristics, technologies and information contributing to an MPF, SMPF, BET, GEA FTTC, GEA FTTP, FTTP on Demand or FVA provision order validation. You can submit line characteristics requests using a directory number, service ID, access line ID, and distribution point (where there is no existing line) or postcode (where there is no existing line). For the most accurate results it is recommended that you use directory number or service ID as the input.

14. Point of Sale The table below provides a quick look up facility for the response codes that you may receive back from MLPA – Please see Appendix 1 for additional response codes • After receiving either response code, It should be emphasised to the customer that this is a provisional appointment and advise that in 3 working days (CP to set their own parameter) you will either confirm the appointment or advise progress of the order. • The CRD should reflect when the customer would like service subject to minimum lead times but no commitment should be made until KCI2 is received. • You will need to look for the Delayed in planning message and if no KCI 2 is received by the customer within 24 hours (48 hours for LLU/NGA orders) of this message, this should be case managed. • If, after questioning the customer it is not a new property order, follow the advice above except the standard new house flag should not be set.

15. Point of Sale EMP Response Code 2451: When MLPA returns Response Code 2451, this indicates that the address exists in CSS and has a design exchange and DP but no stopped or working lines are recorded against it. The CP should question the customer to determine if the order is for a new property. If it is, you should raise an order with the standard new house flag and reserve an appointment as normal. EMP Response Code 2452: When MLPA returns Response Code 2452, this indicates that the address exists in CSS and has a design exchange but no DP or stopped or working lines are recorded against it. It will also be returned if there is no design exchange. Volumes of this code will be low as such addresses should not be gold addresses. The CP should question the customer to determine if the order is for a new property. If it is, you should raise an order with the standard new house flag and reserve an appointment as normal. EMP Response Code 2453: When MLPA returns Response Code 2453, this indicates that the address exists in CSS and has a design exchange and DP information but no stopped or working lines are recorded against it. It is most likely to be a new property. The CP should raise an order with the standard new house flag and appoint with the minimum leadtime. (Please note that CPs need to be aware that although the guidance for response code 2453 is correct, currently the system is not returning such error codes. This is currently under investigation and will be corrected to work as per design. CPs will be advised by EIP comms when the solution has been agreed and the delivery date is known.)

16. Point of Sale - WLR New Site The table below outlines the recommended order handling for WLR orders at a new property For new sites, CPs should check via address search dialogue service that the site is not GEA FTTP only before placing a copper order. If it is please follow the GEA FTTP guidance. Copper orders placed in these scenarios can lead to late cancellations.

17. Point of Sales - MPF New Site The table below outlines the recommended order handling for MPF orders at a new property For new sites, CPs should check via address search dialogue service that the site is not GEA FTTP only before placing a copper order. If it is please follow the GEA FTTP guidance. Copper orders placed in these scenarios can lead to late cancellations.

18. GEA FTTC New Site • GEA FTTC can only be ordered once the network has been commissioned and the address has a gold key. • eMLC will detail if GEA FTTC is available. • Address search dialogue service will show if a site is due to be/is a GEA FTTC site. New site addresses will initially be listed using developer addresses – these may include plot number and full or partial post codes. When council addressing is released (these show house numbers, street names and full post codes) the addresses are updated. See the address matching best practice guide for further guidance. • If a site is due to be a GEA FTTC site but service is not currently available, the CP should make a note that the customer is interested in FTTC service and advise that they will contact the customer when GEA FTTC service becomes available. This will require periodically checking whether GEA FTTC service is available. Updates are also available via www.openreach.co.uk.

19. GEA FTTP New Site • GEA FTTP can only be ordered once the network has been commissioned and the address has a gold key. • eMLC will detail if GEA FTTP is available. • Address search dialogue service will show if a site is due to be/is a GEA FTTP only site. New site addresses will initially be listed using developer addresses – these may include plot number and full or partial post codes. When council addressing is released (these show house numbers, street names and full post codes) the addresses are updated. See the address matching best practice guide for further guidance. • If a site is due to be a GEA FTTP site but service is not currently available, the CP should make a note that the customer is interested in GEA FTTP service and advise that they will contact the customer when GEA FTTP service becomes available. This will require periodically checking whether GEA FTTP service is available. Updates are also available via www.openreach.co.uk. • Please note that sites that are GEA FTTP only cannot be supplied via copper. If copper services (WLR or MPF) are ordered in such cases, the order would be turned back for copper products. In release 2700 (November 2014) a CP will no longer be able to use a post code on an GEA FTTP site for a copper product.

20. Related Documents

21. Glossary

22. Appendix 1 EMP Response Code 2450: Error Message: Address not found: Address key and District Code combination entered by the CP was not found in Openreach records. -When MLPA returns Response Code 2450 it indicates that the address and district code entered are wrong. It will ask you to correct this and resubmit the request EMP Response Code 2454: Error Message: Address reference key not provided or invalid format: Please check your input data and re-submit - When MLPA returns Response Code 2454 it is indicating that the address reference is a mandatory input and is not present in your request and will ask you to add this and resubmit the request EMP Response Code 2461: Error Message: NAD Key and CSS District or DN is necessary for input. Please check your input data and resubmit.- When MLPA returns Response Code 2461 it is indicating that both the NAD Key + CSS District or DN are not provided and will ask you to add this and resubmit the request