This week Openreach advised us that they would be restarting their engineer’s visits from the 18th May 2020. Whilst most of their work can be completed without entering a customer’s property there may be occasions when they need to enter a building to complete a job. In this event, they have created a video to help explain why they would need to do this and how they would go about it. Please take some time to watch the video prior to their attendance as it has some useful tips and explanations about the nature of their visit. We have also shared below the answers to common questions from their website which has all the latest information about this matter.

Please don’t hesitate to contact us if you have any concerns or queries about any of these measures and we will do our best to answer them.

1. When will an engineer need to conduct work in a home?

For the time being, it’s still our first priority to try and conduct all the work we need to do from outside of your home. But there are types of jobs which do need us to come in, including a certain type of new provisions and some critical repairs to make sure you don’t suffer from a total loss of connection.

2. Will your engineers wear PPE? How do I know they’re adopting the right health and safety measures whilst in my home?

To support engineers, and to keep customers as safe as possible, our engineers will:

  • Ask a set of screening questions before the visit to check if a customer is ‘high risk’.
  • Be provided with relevant PPE so that they have the option of wearing a pair of gloves and a mask when working inside homes. If this is the case, this is nothing to be alarmed about and is merely a precaution.
  • Undergo thorough training to ensure they abide by the latest health and safety guidelines set out by Public Health England.
  • Clean down any surfaces they come into contact with, once they’ve finished their work in the home.
  • Conduct a customer handover once the work is complete via Facetime, WhatsApp or phone, to minimise time spent in the home.

3. What screening questions will be asking before an engineer visit?

Before entering the premises, we’ll call you on the day to complete a customer advisory and screening call for appointed provision tasks. We will ask questions like:

  • Have you or anyone else living here been diagnosed with Coronavirus or have been asked to self-isolate?
  • Do you or anyone else here have a new continuous cough, high temperature, loss of/change in normal sense of taste or smell?
  • Have you or anyone else living here received an NHS letter confirming you’re classified as an extremely vulnerable person and should stay inside (known as shielding) for 12 weeks?
  • If you answer “yes” to any of these questions, then we will not enter the property.

If the customer answers “no” to all three questions, and we’re unable to complete the job externally, the engineer can proceed to carry out a managed installation within the home.

4. I have an appointment booked. How do I confirm that I’m comfortable with the way you’re working and happy for my appointment to continue?

The best way to let us know that you’re happy to go ahead is to text back the number in the video above. If you don’t, or can’t, text this number back for any reason don’t worry.  Our engineer will also try to call you just before your appointment. Your text will be charged at your standard operator rate.

5. What if I don’t want an engineer to enter my property?

If you do not want one of our engineers to enter your property then they won’t. A large amount of the work we do can be completed outside, meaning we can often upgrade people or fix problems without entering a customer’s property. However, should they need to enter the home, they will do everything they can to make sure you feel safe, and comfortable, including calling you before the appointment to talk through what precautions they will be taking.

6. Should an engineer need to enter my home, what steps can I take to make sure that the visit is safe for everybody?

There are some simple steps you can take in advance of an engineer visit:

  • Clear a path to the main telephone socket fibre connection point, if you have one.
  • Wipe down surfaces around the telephone socket and any other areas that our engineers may come into contact with with an antibacterial or disinfectant wipe
  • Open any windows or doors which the engineer will need to access to conduct work.
  • Whilst the engineer is in your home, it is also important to keep a two-metre distance and to abide by social distancing measures which Public Health England has set out for public.