What are we doing to help?

To help our customers who are experiencing delays, we are liaising with BT Openreach at the highest level, and pressing them for timely connection of service to those specific sites that are affected and we are also in discussions with them at a national level too.

If you have been affected, in the first instance you should contact your telephone/broadband service provider and then BT Openreach on 0800 023 2023.  If you wish to get in touch with us, please contact the customer service team. We will log your concerns, but please be aware though that we are reliant on BT Openreach to confirm timescales for connection.



Why do some sites not have access to telephone/broadband services?

BT Openreach are the infrastructure provider and in some cases, we have been made aware that they have been unable to connect sites in a timely way.  Accordingly, customers on some sites may face a delay in the provision of telephone/broadband services. This is not an isolated problem and is affecting some sites across the whole New Build industry.


Are these issues always due to an issue with BT Openreach connection?

This is not always the case. The connection for telephone/broadband is provided by BT Openreach however customers choose their own broadband/telephone service provider (BT, Sky, Plusnet etc.) Connection issues can sometimes be due to the service provider and not BT Openreach. In the first instance customers should always approach their telephone/broadband provider and then BT Openreach.


What are Barratt doing to help?

Unfortunately, we are unable to connect our sites to the telephone network ourselves and are wholly reliant on BT Openreach to undertake this work.  To assist our customers we are pressing BT Openreach for timely connection of services to individual sites.  We are also continuing to take the issue up at a national level.


Who can I escalate to if I’m without telephone/broadband after I move in?

In the first instance, please contact your broadband/telephone service provider and then BT Openreach directly on 0800 023 2023. 

You can also register your concerns with your local Barratt Homes/Barratt London/David Wilson Homes/Ward Homes Customer Services Department.  Whilst we are unable to expedite the connection process directly, we will log your details and provide an update once BT Openreach have confirmed a connection date.


When will I find out when my telephone/broadband will be connected?

Prior to legal completion, your Sales Advisor will be able to confirm the latest position. 

After legal completion, you should contact BT Openreach directly on 0800 023 2023 or you can visit their website here