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The Address matching tool allows CPs to search for an address and obtain a matched address reference, known as an Address key. The details are held in the Network Address Database, so the address key is also sometimes shortened to the NAD key.
This Address matching tool allows a CP to check an address or part of an address against existing Openreach records. Where a match is made against the Openreach records then a Gold key will be returned. Where the CP-provided address match is made to the Post Office Address or Ordnance Survey address then a Silver address key will be returned. Using a Silver address key where a Gold address key is available can impact order delivery timescales and increase the cost of provision to CPs.
The Address matching tool can be accessed as a standalone dialogue service both from the portal and as a separate web service call (for CPs who wish to integrate the functionality into their own ordering system) but if you are placing your order through the Openreach portal, then the address look-up is integrated as part of the Siebel order journey.
In this step of the Place an Order process, a user receives an address from the end customer and searches for it in the Openreach Network Address Database (NAD). Agents can search with various parameters to match the end customer address with a record in the Openreach database, but the most common is property number and postcode.
Other search parameters, like UPRN, Eastings and Northings, Latitude and Longitude may also be used if known.
Only an exact address match, known as a Gold Address key, may be used to progress an FTTP order. What’s more, if there are multiple gold address keys listed for a property, it is important that you use the one that has FTTP as the recorded technology for the FTTP order to proceed. In the example below, the fact that the property is a surgery has been noted in the address record and THAT is the address key used for recording FTTP. If this end customer comes in as an existing copper customer to attempt an FTTP order, they’ll only be successful if their service provider does an address look-up and finds and uses the associated FTTP address record.
If you are unable to make an exact match to the Openreach database, then you will need to discuss the issue with the Fibre Availability Enquiries team via their Formwize that you can find in the Ultrafast & Superfast Customer Service Plan. Navigate to www.openreach.co.uk by selecting Help and Support > Customer Service Plans > Ultrafast and Superfast Fibre Access > Services > Orders > then scroll down to Fibre Availability.
If you choose the wrong address during order placement, you may not be able to progress an FTTP order, or you will have to cancel and replace the order when the error is identified. There may be abortive visit and cancellation charges if this happens so it’s really important to get the address correct right from the start.
You can find more information and detail about addresses, in the best practice guide for address management. Navigate to www.openreach.co.uk and then select: Help and Support > Guides > then scroll down to Orders and Faults > Best practice guide - Address management.