You own the relationship with your customers. So when one of our engineers visits your customers' homes and businesses, they are representing you as well as Openreach.
To make sure that our engineers say and do the right thing, we've given them some straightforward Do's and Don'ts that we reinforce through regular training, booklets and emails:
The main thing we ask engineers to keep in mind is the need to remain neutral when asked anything about a CP and not to enter into any discussions about pricing with the end user. We've sent a Key Messages Booklet containing this guidance to all engineers and in addition you can see an extract of what we tell our NGA engineers here.
If you have any questions about engineers visiting your customers, even just to check your understanding, contact the Business Integrity team.