Right First Time: 
Expanding Our Openreach Scope
90%+
CSAT Rating
50
Two-Person Gangs
5 Day
Resolution Window
100
Specialised Engineers
A National Rollout
Solving the ‘Out of the Norm’
In the world of FTTP (Fibre to the Premises), a 
“standard” installation can quickly be delayed by a 
missing garden duct, flat roof, or overgrown tree. 
Historically, these jobs often failed on the day, leaving 
customers waiting up to 30 days for a specialist revisit. 
Under the Openreach FTTP Transformation project, 
Kelly Group has moved from a traditional “install and 
refer” model to a full-service delivery partner. Through 
an additional engineering scope, ownership of complex, 
non-standard requirements that previously sat outside an 
engineer’s remit is now taken on by Kelly Group. Instead 
of failed jobs returning to the Openreach resource pool, 
our specialised teams now resolve issues on the day, or 
within five days. 
Led by Senior Operations Director Jason Chandler and 
Regional Manager Shaun Galloway, the project uses two-
person specialist teams equipped to handle: 
Minor Civils: Immediate resolution of missing or blocked 
garden ducting.
Specialised Access: Hoist activities, scaffold towers, 
and flat-roof working. 
Arborist Services: Targeted tree cutting to clear 
obstructed fibre pathways
“This isn’t just about having extra time; it’s about having the 
specific resource and dual-operative safety profile required 
for complex environments,” explains Shaun Galloway.
Trials in the East Midlands and London delivered a 6% 
improvement in overall performance within five days, 
proving the value of retaining ownership of complex jobs 
and resolving them quickly. 
“We aim to have the customer in service within a maximum 
of five days. This reduces delays by keeping the task with us, 
rather than returning it to Openreach for reassignment,” 
says Shaun Galloway. 
By reducing waits from up to 30 days to a five-day 
maximum, the project can cut installation delays by up to 
25 days for customers needing specialist support. 
“We provide the heavy-duty equipment and the specialised 
skillsets that a standard engineer simply cannot deploy alone 
on the day. We are essentially giving the engineer the power 
to say ‘yes’ to a difficult job rather than walking away.”
Following trial success, the project is now moving to a 
full national rollout. This includes major investment in 
equipment, a dedicated fleet, and around 100 specialised 
engineers. 
By resolving complex issues faster, Kelly Group is 
transforming the customer journey, consistently 
achieving CSAT scores in the 90% range. The focus 
remains clear: complete more jobs first time, reduce 
delays, and strengthen our partnership with Openreach 
through better customer outcomes. 
Proven Results
12. 
CONTRACT NEWS - OPENREACH

View this content as a flipbook by clicking here.