Best practice guide
- Address Management
19 September 2014
Issue 1.4
Document History
Revision
Author
Date
Notes to support updates
Issue 1.0
Ruby Vytelingum
7 August 2013
Updated following Draft publication to industry on 18 July
2013 and CP feedback
Issue 1.1
Ruby Vytelingum
6 January 2014
Updates following CP feedback through bi-laterals and
internal stakeholders
Issue 1.2
Ruby Vytelingum
4 March 2014
Guide uplifted to include GEA-FTTP, FVA
Draft 1.3
Ruby Vytelingum
1 April 2014
Guide uplifted to include Ethernet
Issue 1.3
Ruby Vytelingum
15 May 2014
Guide reviewed to include CP feedback on Ethernet and
GEA-FTTP
Issue 1.4
Ruby Vytelingum
19 September 2014
Guide uplifted to include the supporting processes for the
Multiple Line issue
Slide 2
Introduction
Purpose of this guide
This best practice guide provides key information on how to manage addresses when interacting with Openreach to ensure
your customer receives the service they have ordered and where required, will also help ensure a successful engineering
visit. The guide is aimed at the CP’s business analysts, IT designers, product and process specialists.
When followed, this guide will help to reduce the likelihood of customer “no access” or readiness issues and assist our
engineers to deliver the service that you have requested and will also reduce delays within the process. This guide will also
highlight the importance of end customer address information to ensure that the emergency services database is accurate for
all your WLR3 assets which Openreach has responsibility for onward passing the data provided by you (passing of data for
LLU and FVA remains the CP’s responsibility).
The guide covers address management throughout the provision journey and includes best practice across our product
portfolios - Wholesale Line Rental (WLR), Local Loop Unbundling (LLU-MPF), Generic Ethernet Access (GEA-FTTC),
Generic Ethernet Access (GEA-FTTP) , Fibre Voice Access (FVA), Ethernet Access Direct (EAD) and Ethernet Backhaul
Direct (EBD).
Step-by-step, the guide will take you through the key address related information that you should capture as a
Communications Provider (CP) at the point of sale to submit to Openreach including:
– Searching for and matching an address
– How to structure and create a new address into Openreach systems (excludes GEA-FTTC, GEA-FTTP
Greenfield/Brownfield and FVA)
– Updating existing addresses held against an asset
The quality of the address captured will also impact your use of dependent dialogue services that will detail both the available
services and line plant availability at an address that could impact the type of order you place and the lead time.
There is also a section for your development and IT teams to ensure information that is captured by your agents is
transmitted to us accurately within the relevant fields.
Slide 3
Introduction
Openreach Address Matching Dialogue Service
Address Matching is a pre-order Dialogue Service exposed to CPs which helps to streamline the ordering process by using
addresses recognised by Openreach systems, or by creating temporary addresses. This dialogue service queries the
Openreach NAD system and presents addresses known to Openreach and addresses in the Postal Address File (PAF) which
are unknown to Openreach in order to identify whether a service request is against an existing known/matched or new
address.




Search Address – Provides a list of addresses that match the criteria (up to a maximum of 200 records)
Match Address – A unique matching of address data (not recommended and excluded from this guide)
Get Address Details – Provides details of the address key (not recommended and excluded from this guide)
Add Address – Creates a temporary address key where a match cannot be found (excludes GEA-FTTC, GEA-FTTP
Greenfield/Brownfield and FVA)
When querying the address functionality we will return all addresses meeting your criteria and each address will be
associated with a unique reference known as an “Address key” which in turn allows the CP to place an order.
There are three possible address keys:
 A “Gold key” is returned when an address is known within the NAD, and indicates an address which is or has been
historically served by Openreach or has a pre-designed association to an Openreach network. A Gold key has an
associated technology flag to indicate the network associations at a specific address and is generated by Openreach.
 “Silver Qualifier” returned when an address is not recognised within the NAD but is identified by the PAF against which a
temporary “Silver key” will need to be created. A Silver key is automatically generated by Openreach when the CP
requests for a temporary key by selecting a silver qualifier. A Silver key will only be created for Copper and Ethernet
products not for fibre-only greenfield sites.
 When there is no Gold key or a Silver qualifier, a temporary “Bronze key” can be created for an unknown address (e.g. a
brownfield site that hasn’t been recognised within the NAD or PAF). A Bronze key is generated by Openreach against the
address created by the CP and can only be created for Copper and Ethernet products, not fibre-only greenfield sites. Slide 4
Introduction
Openreach Address Matching Dialogue Service
- Openreach Technology markers
A Technology marker defines whether the premises has an association with the given technology infrastructure(s). The
associations given can guide you in your choice of address for the desired product or service. Technology markers are only
available on a Gold key; there will be no technology markers for Silver and Bronze addresses.
Throughout this guide, any reference to Silver, Bronze or temporary keys will apply to Copper, Ethernet and GEA-FTTP on
Demand (FoD) products only and a Gold key applies to all products.
NOTE:
Copper based products are available at GEA-FTTP Brownfield sites but not at GEA-FTTP Greenfield areas.
GEA-FTTP on Demand (FoD) can be ordered with a Gold, Silver or Bronze key to a premises that is served by a GEA-FTTC
enabled cabinet in a FoD enabled exchange, and all orders are subject to survey
FVA can only be ordered where GEA-FTTP Brownfield or Greenfield is available (but GEA-FTTP service does not have to be
in situ) and with a GEA-FTTP Gold key.
Slide 5
Point of Sale
Introduction
The most important thing is for the address to be correct at the point of sale in order to ensure that the service is delivered
correctly to the right premises, on the day required. The user (CP agent) should ask themselves if they are satisfied that they
could easily find the premises with the address data they have provided.
Before going into detail, it is important to recognise that, whilst the use of a Gold key against the main address may appear to
speed up order entry and lead times, the absence of any relevant flat number or sub-premises detail, may result in the
engineer being unable to locate the customer or the service being provided to the wrong premises.
When requesting a service into a complex address, such as a multi-occupancy building e.g. flat, unit or a house that has been
recently divided, it is important that all the relevant low level address details are captured accurately. In the house divided
example, please do not select ‘1 The Close’ just to select a Gold key, if the actual address is now ‘1a or 1b The Close’.
Openreach maintains a version of the Postal Address File, maintained monthly with daily updates exposed to our customers
as Silver addresses, and should only be used when a relevant Gold key is not returned. Only when you cannot find a Gold or
Silver key, will you need to create a Bronze key.
Our process of address management also covers the area of “New Sites” where the premises has been built or re-developed
on a greenfield or brownfield site; orders placed at these premises may be subject to longer lead times or in the case of fibreonly new sites subject to restrictions and this guide will provide guidelines on how you select the appropriate address.
Openreach has a range of character limitations with particular attributes within an address, and this guide will explain how you
can get the best out of our address matching solutions and how you can structure new addresses when creating temporary
address keys that in turn would minimise order delays and ensure that the emergency services database is accurate for all
your assets, including WLR3.
Slide 6
Point of Sale
Search Address
Subject
Best Practice
Searching for a
simple address
(typically
residential
addresses)
When searching for an address for a new customer, we recommend in the first instance that you search
with only a postcode in order to obtain the maximum number of results. The Search Address functionality
allows you to search for an address and select the right address key to progress the order.
You can also use the ‘ThoroughfareName’ when searching for an address to narrow down the results.
Please note that in some instances we may have shortened the ‘Street’ field from Street, Road, Close
and Avenue to ‘St’, ‘Rd’, ‘Cl’ and ‘Ave’. Therefore you should also search using these abbreviations.
In the case of a multi-occupancy unit, the ‘SubPremises’ field can return either “Flat 3” or “Appt 3” or
“Apartment 3” or “Unit 3” or “3”. When you are certain about the sub-premises field, you should allow for
flexibility in your systems or processes to select any of these to retrieve the appropriate Gold key rather
than create a Silver or Bronze key. In cases where you are uncertain about the end customer location,
you must select the correct sub-premises by selecting a Silver qualifier or creating a Bronze key.
If the expected Gold key is not present in the list of addresses, please use a Silver Qualifier and create
an address using the correct format and structure. If we have been able to map this to a PAF address,
we will associate a Silver key. GEA-FTTP service is always recorded against an existing Gold key so
temporary addresses should not be created for that purpose. It will not be possible to raise a GEA-FTTP
or FVA order against a Silver or Bronze key.
If there are no Gold keys or Silver qualifier that are relevant for the specific location, please create an
address using the correct format and structure. This will be assigned a temporary Bronze key and can
be used to submit your order. Temporary addresses should not be created for the purposes of enabling
Copper orders for fibre-only served new sites.
Slide 7
Point of Sale
Search Address
Subject
Best Practice
Searching for a
simple address
(typically
residential
addresses)
GEA-FTTP service availability is always recorded against an existing Gold key and the appropriate
technology marker set to “Y” at designated served premises, and there is no concept of Silver or Bronze
Keys in the order journey. FVA can only be ordered where GEA-FTTP is present. at both Brownfield and
Greenfield sites.
The technology markers provided under Search Address will give you an indication on what products
you can order as illustrated below.
Searched Address Results
Products you can order
Copper
Point to Point
Fibre
GEA-FTTP
Brownfield
GEA-FTTP
Greenfield
Gold, A00008409121, 1, Brasted Court,
Southsea, Hampshire,...PO4 8SE
Copper
Y
N
N
N
Gold, A14359893089, Hthree 1,
Telephone Exchange, Strand,
Swans...SA1 2AB
Copper or GEA-FTTP
Y
N
Y
N
Gold, A13160444000, 1, Binnacle
House, 10, Cobblestone Sq,
Lond...E1W 3AR
GEA-FTTP
N
N
N
Y
Slide 8
Point of Sale
Search Address
Subject
Best Practice
Searching for a
simple address
(typically
residential
addresses)
In certain scenarios we will return both a Gold key and a Silver qualifier for the same address due to
limitations on our systems where certain attributes are moved from one field to another, or missing. This
is particularly evident in the Scottish tenements (defined in the Appendix) due to the structure of the
Scottish addresses.
In these cases, we strongly recommend that you select the Gold key rather than creating a Silver key as
illustrated in the examples below.
Behaviour
Gold key
Silver key
The ‘Thoroughfare Number’ containing
special characters such as ‘/’, will
often be present in the
‘PremisesName’ field of the Gold key
Thoroughfare Number:
Premises Name:
18/1
Thoroughfare:
Murrayburn Place
Thoroughfare Number:
Premises Name:
Thoroughfare:
Place
The ‘ThoroughfareName’ &
‘DependentThoroughfareName’ for the
same address are separately identified
in the Silver key, but merged within the
‘ThoroughfareName’ field in the Gold
key
Dependent Thoroughfare Name:
Thoroughfare Name: Tibbenham Road,
Fordmill Road
Dependent Thoroughfare Name: Tibbenham
Road
Thoroughfare Name:
Fordmill Road
The Silver key stores both the
‘Locality’ and
‘DoubleDependentLocality’ whereas
the Gold key only stores the Double
Dependent Locality within Locality field
Locality:
Miry Lane
Double Dependent Locality:
Locality:
Double Dependent Locality:
18/1
Murrayburn
Huddersfield
Miry Lane
Slide 9
Point of Sale
Search Address
Subject
Best Practice
Searching for a
New Site
address
New site addresses are initially recorded as developer addresses until the postal addresses are
available from PAF and subsequently updated in our systems. In these cases, we strongly recommend
that you check for developer Gold keys and do not create temporary addresses. Developer addresses
can refer to plot numbers rather than house numbers and may use either full or partial post codes.
Slide 10
Point of Sale
Search Address
Subject
Best Practice
Searching for a
complex address
(typically
business
addresses)
When searching for an address for a new customer, we recommend in the first instance that you search
with only a postcode in order to obtain the maximum number of results. The Search Address functionality
allows you to search for an address and select the right address key to progress the order.
An example of a complex address is a business address. To increase your chances of finding an
address where the postcode may have changed or you are unaware of the postcode you should attempt
to match an address using a more advanced search supported by Building Name or Number, Street and
Post Town. Please note that in some instances we may have shortened the ‘Street’ field from Street,
Road, Close and Avenue to ‘St’, ‘Rd’, ‘Cl’ and ‘Ave’. Therefore you should also search using these
abbreviations.
In the scenario when a premises spans across numbers such as 125-130, we would return 125-30 within
the ‘ThoroughfareNumber’ due to systems character limitations restricted to six. In these instances, you
should select the Gold key rather than create a temporary key in order to progress the order.
Organisation names are only required where they are needed to uniquely identify a Premises/SubPremises. In these cases, we strongly recommend that you select the Gold key rather than create Silver
or Bronze key as illustrated in Slide 12. If you are uncertain about the Gold key that’s presented for the
full address details, we recommend that you create a temporary Silver or Bronze key.
GEA-FTTP service availability is always recorded against an existing Gold key and the appropriate
technology marker set to “Y” at designated served premises, and there is no concept of Silver or Bronze
Keys in the order journey, as illustrated in Slide 8. FVA can only be ordered where GEA-FTTP is present.
at both Brownfield and Greenfield sites
Slide 11
Point of Sale
Behaviour
Search Address
Gold key
Silver key
If there is only one organisation
within the premises, then the
organisation name will not be
displayed in Gold key
Organisation Name:
Premises Name:
East Building
Sub Premises:
Unit 71/72
Thoroughfare Name: Gunwharf Quays
Post town:
Portsmouth
Postcode:
PO1 3TX
Organisation Name: ADIDAS
Premises Name:
East Building
Sub Premises:
71-72
Thoroughfare Name: Gunwharf Quays
Post town:
Portsmouth
Postcode:
PO1 3TX
If there are more than one
organisation in a premises, then the
organisation name will be returned
within the ‘SubPremises’ field of the
Gold key
Organisation Name:
Premises Name:
London Bridge Station
Sub Premises:
Burger King
Thoroughfare Name: Railway Approach
Post town:
London
Postcode:
SE1 9SP
Organisation Name: BURGER KING (UK) LTD
Premises Name:
London Bridge Station
Sub Premises:
Unit 10
Thoroughfare Name: Railway Approach
Post town:
London
Postcode:
SE1 9SP
If a premises with no name has only
one organisation in it, then the
organisation name will be returned
within the ‘PremisesName’ field of
the Gold key
Organisation Name:
Premises Name:
Mcdonalds Drive Thru
Sub Premises:
Thoroughfare Name: Portsmouth Road
Post town:
Portsmouth
Postcode:
PO6 2SW
Organisation Name: MCDONALDS RESTAURANTS
LTD
Premises Name:
Sub Premises:
Thoroughfare Name: Portsmouth Road
Post town:
Portsmouth
Postcode:
PO6 2SW
If a premises with no name has more
than one organisations in it, then the
organisation name will be returned
within the ‘SubPremises ‘ field of the
Gold key
Organisation Name:
Premises Name:
Sub Premises:
Barclays Bank
Thoroughfare Name: Canada Square
Building Number:
1
Post town:
London
Postcode:
E14 5AB
Organisation Name: CANARY WHARF LTD
Premises Name:
Sub Premises:
Thoroughfare Name: Canada Square
Building Number:
1
Post town:
London
Postcode:
E14 5AB
Slide 12
Point of Sale
Search Address
Subject
Best Practice
Searching for an
address
(typically
business
addresses)
Point to Point (P2P) Fibre technology is indicated by the relevant technology marker against an address.
If there is an exact match between how the addresses are structured for different technologies, all the
relevant technology markers will be indicated against the Gold key. If there is no exact match due to
additional items such as room, floor and location you will need to create a temporary address via a
Bronze key.
Searched Address Results
Products you can order
Copper
Point to Point
Fibre
GEA-FTTP
Brownfield
GEA-FTTP
Greenfield
Gold, Annnnnnnnnn, Gnd Floor
Comms, Annandale House, 1,
Hanworth Road…TW16 5DJ
Point to Point Fibre
N
Y
N
N
Gold, Annnnnnnnnn, Room Flr,Floor
Gnd,Server Room, Doherty House, 2,
Heathfield Terrace…W4 4JE
Point to Point Fibre
N
Y
N
N
Gold, Annnnnnnnnn, Floor Gnd,Wall
Stockroom, 29, High Street..CV37 6AU
Point to Point Fibre
N
Y
N
N
Slide 13
Point of Sale
Search Address
Subject
Best Practice
Searching for an
exchange
address
(Typically to
place an
Ethernet order)
When searching for an exchange address, we recommend in the first instance that you look for
parameters such as an Exchange 1141, MDF ID, Site ID or LLUC number in order to progress an EAD
or EBD order.
If you are not aware of the above parameters for the exchange you are looking to provide the service at,
we recommend that you search for an address and select the appropriate Gold key.
Please repeat the same process for the other exchange and proceed with the order.
Slide 14
Point of Sale
Add Address
Subject
Best Practice
Adding an
address
(typically
residential
addresses)
In scenarios where an address is not recognised within the NAD system or PAF and you have checked
that it is not a GEA-FTTP fibre served new site address, you will need to create a temporary key. The
Add Address functionality allows you to create a temporary key for a new address.
It is essential when creating an address that you structure the address correctly; this will also provide
alignment to PAF standards. This information will also be stored within the NAD to allow validation during
subsequent orchestration/provision requests received and also be stored in the Emergency Services
Database for WLR3. It is vital that you capture the complete address for the end customer and transfer
the details to Openreach in the appropriate fields of the ‘AddAddress’ Dialogue Service whilst creating a
temporary key. In the case of multi-occupancy buildings, it is essential that you specify the Flat number
within the ‘SubPremises’ field and not within ‘ThoroughfareNumber’.
When creating a temporary key for a complex address such as a multi-occupancy building e.g. flat, unit
or a house that has been recently divided, you will need to ensure that all the relevant low level address
details are captured accurately. If the actual address is now ‘1a or 1b The Close’, you should avoid using
special characters (e.g. 1-a, 1_a, 1:a, 1;a, 1/a) unless they are in PAF for known addresses such as
Scottish tenements or the Great Britain exceptions listed in the Appendix section. You should also spell
out “Flat” or” Floor” in the “SubPremises’ in the case of multi-occupancy units and avoid using
ambiguous abbreviations such as “Fl” to ensure the engineer knows the exact location of the installation.
Slide 15
Point of Sale
Add Address
Subject
Best Practice
Adding an
address
(typically
residential
addresses)
When adding an address and if you find that the Premises Name, Sub Premises Name and
Organisation Name are mis-aligned in the Silver Qualifier, you should still create a Silver key rather than
create a Bronze key, and our systems will automatically correct the address fields. However, in the case
where you are creating a Bronze key, it is essential that you capture the address details in the relevant
fields as illustrated in Slide 15. Please use the Organisation Name field only if it uniquely identifies the
address where the service is being provided.
In cases where we return an address with no “ThoroughfareName” that is in line with PAF, we
recommend that you select the Silver qualifier rather than create a Bronze key and add “NOST” (“No
Street”) in the “ThoroughfareName” field.
In the cases where the CP is aware that a premises has undergone a change from e.g. ‘1 The Close’ to
‘1a The Close’, but we and PAF still record the old address, we recommend that you create a Bronze
key
Slide 16
Point of Sale
Add Address
Subject
Best Practice
Adding an
address
(typically
business
addresses)
In scenarios where a business address is not recognised within the NAD system or PAF (e.g. a
greenfield site), you will need to create a temporary key. The Add Address functionality allows you to
create a temporary key for a new address.
It is essential when creating an address that you structure the address correctly; this will also provide
alignment to PAF standards. This information will also be stored within the NAD to allow validation during
subsequent orchestration/provision requests received and also be stored in our Emergency Services
Database.
It is vital that you capture the complete address for the end customer and transfer the details in the
appropriate fields of the ‘AddAddress’ Dialogue Service whilst creating a temporary key. In the case of
multi-occupancy buildings, it is essential that you specify the business name within the
‘OrganisationName’ field and not within the ‘PremisesName’ field. Similarly, the unit number should be
specified within the ‘SubPremises’ field, and not within ‘ThoroughfareNumber’.
In the case of non-served premises such as street furniture e.g. traffic lights, street cabinets, lifts, ATM
pods adjacent to or outside a premise, petrol station next to a supermarket, car park kiosks or gas
governors which are contained within the ‘PremisesName’, we recommend that you also provide the
exact postcode for urban areas and the nearest serving postcode for rural areas. Any additional
information on the siting of the street furniture e.g. nearby landmark or to specifically highlight that the
installation is required for a petrol station and not the supermarket should be included in the
‘EngineeringNotes’ section of the WLR3 order or ‘SpecialArrangements’ section for LLU and GEA-FTTC.
Slide 17
Point of Sale
Add Address
Subject
Best Practice
Adding an
address
(typically
business
addresses)
For complex addresses such as a multi-occupancy building that has been recently divided into multiple
businesses, you will need to ensure that all the relevant low level address details are captured
accurately. If the actual address is now ‘1a or 1b The Close’, you should avoid using special characters
(e.g. 1-a, 1_a, 1:a, 1;a, 1/a) unless they are in PAF for known addresses such as Scottish tenements or
the Great Britain exceptions listed at the back of this pack. You should also spell out “Floor” in the case
of multi-occupancy units split between different floors and avoid using ambiguous abbreviations such as
“Fl” to ensure the engineer knows the exact location of the installation.
In cases where we return an address with no “ThoroughfareName” that is in line with PAF, we
recommend that you select the Silver qualifier rather than create a Bronze key and add “NOST” (“No
Street”) in the “ThoroughfareName” field.
In the cases where the CP is aware that an organisation has undergone a change from e.g. ‘Fish Club’
to ‘Bridges Newsagent’, but we still record the old organisation and PAF do not recognise the new
organisation, we recommend that you create a Bronze key.
When creating a Bronze address for Ethernet EAD or EBD you need to include Room, Floor and Rack Id
in the order, and not in the sub-premises field.
Slide 18
Point of Sale
Structuring a Bronze key to PAF standards
What good looks like
Example illustrated via the Portal – same principles apply to B2B
What bad looks like
Example illustrated via the Portal – same principles apply to B2B
Use of special characters
Data within incorrect fields
Postcode without separator
Slide 19
Point of Sale
Missing Address
Subject
Best Practice
Missing keys or
addresses
You may also find instances (e.g. as part of a Working Line Takeover or Migration) where the end
customer already has an existing service and we are not returning a Gold key; in this instance you must
use the ORDI facility to identify the correct address key. This service can be used even in instances
where you are not providing any service at the premises as part of a working line takeover or migration.
Similarly when you are providing a secondary service to an existing end customer, we strongly
recommend that you follow the same process rather than create a Bronze key.
To generate a missing Gold key, please send an email to the Openreach Data Integrity (ORDI) robot with
end customer address details in the subject line. Remember the postcode must be a full postcode,
contain a single space and exist in the Post Office database. For example:
To:
Subject:
ordirobot@openreach.co.uk
99 Any Street, Any Town, PO1 2BZ
Slide 20
Point of Sale
Do Multiple Lines exist at the premises?
Subject
Best Practice
Targeting the
correct line
when placing a
Working Line
Takeover
There may be instances where the end customer or you (the CP) may not know with certainty the live
service to target when placing a Working Line Takeover or Migration from MPF order at the premises. In
some instances this may be caused by multiple lines existing at the premises. There are three distinct
multiple line scenarios as outlined below and illustrated in Slide 23:
1.
2.
3.
Multiple lines exist against a Gold key which correctly represents a single rateable property. E.g.
multiple tenants sharing a single premises or a single tenant with both a “personal line” and a
“business line”.
Multiple lines exist against a Gold key which represents a single rateable property. E.g. Gold key =
“10 High Street” but 10 High Street is actually subdivided into 3 flats 10A, 10B, 10C. Silver
addresses for the individual properties exist on NAD.
Multiple lines exist against a Gold key which represents a single rateable property. E.g. Gold key =
“10 High Street” but 10 High Street is actually subdivided into 3 flats 10A, 10B, 10C. Silver
addresses for the individual properties do not exist on NAD.
If you do not know the appropriate line to target, you can work through a process of elimination, as
outlined in Slide 24 and 25, in order to identify the correct location and address prior to placing a
Working Line Takeover order. We do not recommend that you submit a Working Line Takeover if you
have any doubt regarding the appropriate line to target, as this could lead to erroneous line transfers.
When none of the options work, you will need to place an appointed new provide order.
Slide 21
Point of Sale
Do Multiple Lines exist at the premises?
Subject
Best Practice
Targeting the
correct line
when placing a
Working Line
Takeover
There are two additional options that are available to you that we recommend, that would enable you to
identify the targeted line, as outlined in Slide 24 and 25 for MPF and WLR respectively, namely:
1. In the case when the target line is MPF, some of you extend a facility (MPF Access Line ID Helpline)
whereby an MPF Access Line ID will be provided based on a valid CLI and Postcode being provided by
the Gaining CP to the helpline. This can be used by the gaining CP to validate the correct line to place a
Working Line Takeover order against.
2. Some of you provide the capability to return the CLI to the end customer by dialling 17070 for both
MPF and WLR (if the customer is present at the premises).
Slide 22
Illustration of Multiple Lines
Point of Sale
Scenario 1
Scenario 2, 3
1 Gold key for
10 Acacia
Avenue
1 Gold key for
10 High Street
10 High
Street
10 Acacia
Avenue
MPF Access
Line ID 123
MPF Access
Line ID 456
Line 2
Personal/CP1
WLR Access
Line ID 789
Line
Business/CP2
Managed Line Plant
Availability (MLPA)
Dialogue Service
MPF Access
Line ID 111
Line 1
Personal/CP1
Address Matching
Dialogue Service
Flat 1
Flat 1 – Silver
address or no
key
MPF Access
Line ID 222
Flat 2
Flat 2 – Silver
address or no
key
WLR Access
Line ID 333
Flat 3
Flat 3 - Silver
address no key
Managed Line Plant
Availability (MLPA)
Dialogue Service
Address Matching
Dialogue Service
Slide 23
Slide 24
Slide 25
Post Installation
Managing Addresses against your assets
Subject
Best Practice
Verification of
address in KCI3
When a CP transfers a line to WLR or MPF, the gaining CP is informed of the installation address at the
completion of the transfer as part of KCI3 notification (as illustrated in the Appendix). It is strongly
recommended that the gaining CP should check the address attributes returned by Openreach with their
address details which they have captured from their end customer. If there are any discrepancies with
the key address attributes (postcode, building name/number, sub-premises) returned from Openreach,
then CPs should send an address correction request to ORDI robot and the robot will make the following
checks:
1. Asset DUNS ID is associated with requestor (requestor can be connected to multiple DUNS IDs)
2. Neighbouring addresses are served by the same DP
3. A manual check is carried out if the address seems inappropriate
Failure to verify and rectify your records can result in erroneous line transfers, disconnections or
dispatching the engineer to the wrong address.
To make such address corrections, the CP needs to add the Directory Number or Service ID and end
customer address details within the subject line or the body of the email, and send the email to ORDI
robot. Remember the postcode must be a full postcode, contain a single space and exist in the Post
Office database. For example:
To:
Subject:
To:
Subject:
ordirobot@openreach.co.uk
01234567890: Address=99 Any Street, Any Town, PO1 2BZ
or
ordirobot@openreach.co.uk
LLES1234567: Address=99 Any Street, Any Town, PO1 2BZ
Slide 26
Post Installation
Managing Addresses against your assets
Subject
Best Practice
Maintaining
accuracy of
historic address
issues
If you discover that the address details (e.g. ‘PremisesName’, ‘ThoroughfareName’) we hold against your
customer is incorrect or incomplete, we recommended that you contact the ORDI team to get the
address corrected. The CP User will require additional priviledges to use the ORDI process as outlined
in the Appendix.
This service exists to accurately enable users and to cover the scenarios where CPs have been notified
of an address correction. For instance, Openreach may provide the service to an address recorded as
“Plot 52, Tim Homes Development” but later on a postal address it may get registered as “12 Acacia
Drive”. It is critical for CPs to correct the address within Openreach system which would also ensure the
Emergency Services Database for your WLR3 assets is up to date.
In the case of Copper New Sites, CPs should go through the existing processes for creating a temporary
key and update the address details at KCI3.
To make such address corrections, the CP User needs to add the Directory Number, Service ID, ONT
Reference and end customer address details within the subject line or the body of the email, and send
the email* to ORDI robot. Remember the postcode must be a full postcode, contain a single space and
exist in the Post Office database, e.g.
To:
Subject:
To:
Subject:
ordirobot@openreach.co.uk
01234567890: Address=99 Any Street, Any Town, PO1 2BZ
or
ordirobot@openreach.co.uk
LLES1234567: Address=99 Any Street, Any Town, PO1 2BZ
Slide 27
IT Design
Emergency Services Database (ESDB)
The address information you provide will be used by the Police, Fire and Ambulance and by BT to provide the 999
service which allows the caller to contact emergency services for urgent assistance. It is not an overstatement to say
that accurate address information can and does save lives. Ofcom recognises this and is working with industry to
monitor this address quality. General Condition 4 refers to the provision of address data to the Emergency Services:
“The Communications Provider shall, to the extent technically feasible, make accurate and reliable Caller Location
Information available for all calls to the emergency call numbers “112” and “999”, at no charge to the Emergency
Organisations handling those calls, at the time the call is answered by those organisations.”
When you provide Openreach with a customer’s name and address we pass it to BT’s 999 Call Handling Service. They
in turn use that information to route 999 calls when they are made and to pass the location on to the emergency
authority (EA). From the 999 service’s point of view and in rough descending order of importance the information they
need is:
1) Post code – this routes the call to the EA serving that geography and is used by the EA to locate the caller
2) Premises – coupled with the postcode can usually uniquely locate the caller
3) Name for:
• Consumer - the person most likely to make the call (not always the bill payer). If the ‘premises’ are wrong,
neighbours can help locate by name.
• Business - the ‘name above the shop door’ as it’s easier to locate ‘PC World’ on a retail park than ‘Unit 3’.
Please note that it is the CP’s responsibility to maintain the accuracy of the address information. For WLR3,
Openreach takes responsibility only for passing the address information to the Emergency Services Database and for
MPF it the CP’s responsibility to pass the address information to the Emergency Services Database. As Openreach
does not have visibility of the Caller Line Identification (CLI) details for FVA service, similar to the way MPF is operated,
it is the CP’s responsibility to ensure the correct address information is always lodged with the Emergency Services
Database for FVA.
Slide 28
IT Design
Best Practice for the Design Community
As our CP customer IT design community, you have the ability to ensure the solutions work effectively and efficiently
end to end. You share responsibility for increasing the success of these solutions from the first customer contact, to the
service being provided and billed.
The slides that follow highlight key information that your agents can capture in the correct fields to pass them onto
Openreach. It is very important to note that each of these fields have character length limitations and any extra
characters you may provide will get truncated and important information may not reach our engineers. Hence it is key
that you highlight to your agents, where possible, that they have exceeded the character length limit for a specific field.
If you are a B2B CP, you need to refer to the XML definition document which Openreach publishes as part of release
documentation. If you are a portal CP, most of these character length validations will be carried out by the portal during
your order journey.
Slide 29
IT Design
Fields used in creating an Address key
Field name (Portal)
Field Name (B2B)
Description
Organisation name
OrganisationName
The name of the organisation in the PAF field. E.g. Marks & Spencer plc
PO box
POBox
Sub building
SubPremises
Building name
PremisesName
Number
ThoroughfareNumber
Dependent
thoroughfare
DependentThoroughfareName
Street
ThoroughfareName
Double dependent
locality
DoubleDependentLocality
Locality
Locality
Post town
PostTown
The post town is always present in a PAF address. Examples: Badminton, Banbury, London
County
County
The address county. Examples: Oxfordshire, Surrey. This is particular important to help our engineers
narrow down a location e.g. Whitchurch Street or Road in Buckinghamshire, Cardiff, Devon, Hampshire
Postcode
PostCode
Field not available
Country
Easting
x
The end customer’s post box number. Example: 200. Not recommended or required for the purpose of
address management
A building or property or site that has been sub divided. When this information has been specified, an
associated building name or number should also be specified. E.g. Caretaker’s Flat, 10B, Flat 1
Indicates the building or property name or site. E.g. Industrial estate, Hillcrest Court, Jackson Tower,
Victoria House
This is essentially the building or street number E.g. 40, 40B, 100
This is necessary when a thoroughfare name exists more than once within a town, and the additional
information will uniquely identify each one
E.g. 1 Gorse View as illustrated in slide 22
This is the street name. E.g. High Street, Station Road, Lime Tree Avenue
It exists when a thoroughfare exists twice within the same dependent locality which is an area or region
of a town. In this case, the thoroughfare needs to be identified by a further locality i.e. the double
dependent locality.
E.g. Netherthong and Thongsbridge in Huddersfield as illustrated in slide 22
A town or village within the boundaries of a main town. Addresses do not always have this field, so
may be empty but must align with PAF address data. Examples: Ealing, Kensington
The postcode for the address, comprising the out code (the characters preceding the space) and the in
code (the characters following the space). Examples: SM2 5DY, SE16 7AD
The country to which the address belongs (i.e. Great Britain) . Not recommended or required for the
purpose of address management
Geographic coordinates for a point. Easting refers to the eastward-measured distance (or the xcoordinate) on the British National Grid, to the nearest metre
Examples of Address fields
Dependent Thoroughfare Name
A dependent thoroughfare name is necessary when a
thoroughfare (street) name exists more than once within a
town, and the additional information will uniquely identify
each one.
1 Gorse View
Westleton
Saxmundham
Suffolk
IP17 3BW
1 Gorse View
School Road
Knodishall
Saxmundham
Suffolk
IP17 1TS
Double Dependent Locality
Exists when a thoroughfare exists twice within the same dependent
locality. In this case, the thoroughfare needs to be identified by a
further locality i.e. the double dependent locality.
2 Miry Lane
Netherthong
Holmfirth
Huddersfield
HD9 3UQ
2 Miry Lane
Thongsbridge
Holmfirth
Huddersfield
HD9 7RY
Slide 31
Examples of Address fields
Dependent Thoroughfare / Double Dependent Locality / Coordinates
Organisation Name
Number
Dependent Thoroughfare
Street
Double Dependent Locality
Locality
399980N
348754E
Acme Services Ltd
8
Diamond Business Park
Sandwash Close
Rainford Industrial Estate
Rainford
Post Town
St Helens
Postcode
WA11 8LU
Easting (X)
348754
Northing (Y)
399980
Sub building Flat 1
Sub Building
A building or property or site that has been sub divided. When this
information has been specified, an associated building name or
number should also be specified. E.g. Caretaker’s Flat, 10B, Flat 1
Building Name Chandlers Court
Street Briton Street
Post town Southampton
County Hampshire
Postcode SO14 3EY
Slide 32
Structure and mapping of an address across systems
IT Design
CP System
Openreach System
Dialogue Service Character Length
CSS Character Length
Premises Name
30
Sub Premises
200
Premises
Emergency Services Database
ESDB (999) Character Length
45
OrganisationName is added into SubPremises or Premises
field if needed to uniquely identify the address. If it exceeds
the character length, it will be truncated to fit within the
allowed limit
Sub Premises
28
10
Thoroughfare Number
6
Thoroughfare Name
100
If ThoroughfareName + DependentThoroughfare exceed
55 char, ThoroughfareName will be truncated
Dependent Thoroughfare
100
Locality
50
Double Dependent Locality
50
Post Town
50
Post Town
28
County
50
County
28
8
Post Code
8
Organisation Name
30
Thoroughfare Number
Post Code
Easting
12
Northing
12
N
A
D
Thoroughfare Name
Premises
60
If ThoroughfareNumber + ThoroughfareName
exceed 55 char, then data is truncated from end of
Thoroughfare Name
Thoroughfare
55
56
If DoubleDependentLocality + Locality exist, we will
retain DoubleDependentLocality within the Locality field
Locality
If SubPremises + Premises exceed 60 char, then
the data is truncated from the end of Premises
28
If Locality + Post Town exceed 30 char, Post
Town will be omitted. If Locality exceeds 30 char,
then it will be truncated to 30
Locality
30
Post Code
9
This slide illustrates the character length limits in various field s within Openreach systems and the Emergency Services Database, due to which, Openreach needs to make certain
adjustments to the address data received from PAF or CPs.
Slide 33
Appendix








Glossary of terms
ALID – Access Line ID
CLI – Caller Line Identification
INS – Integrated Network System
FVA – Fibre Voice Access
FoD – GEA-FTTP on Demand
NLPG - National Land & Property Gazetteer
ORDI – Openreach Data Integrity
PAF – Postal Address File
Slide 34
Appendix
Glossary and Definitions
Greenfield Site
It is a new build or housing development (a New Site) where no BT Network has previously been deployed. Planned
network infrastructure can be Fibre-only, Copper-only or both Fibre and Copper.
Brownfield Site
It is a existing commercial or residential location where there is existing Openreach Copper Network infrastructure.
Scottish Tenement
There is no official description of Tenement, but it is very similar in its characteristics to a block of flats. They would
have a shared stair well and would be split into separate flats. A tenement would have an address record for each flat
within the property. The term would also only be used in a residential capacity as well.
The phrase ‘multiple occupancy’ might be used in the way that a halls of residence functions, i.e. multiple student flats
in one block but have a shared delivery point and therefore might be one record within a gazetteer.
There is no specified ‘standard’ for numbering.
Welsh addresses
Addresses in Wales can be recorded in English only, Welsh only or a combination of both if a bilingual gazetteer is
available. They should conform to BS7666 / National Land & Property Gazetteer (NLPG) standards for England/Wales.
Whilst Openreach stores Welsh addresses in their original format, we can only guarantee their accuracy and spelling in
English. We recommend that English addresses are used instead of Welsh addresses.
Slide 35
Appendix
Sub Premises – exception as of 27 June 2013
Below is a list of exceptional postcodes in Great Britain which contain “/” and the number of
instances they occur as highlighted under “Count”. You need to be aware of this when
structuring temporary address keys, although we do not recommend hard coding “/” in your
systems as the list of exceptions could change.
Postcode
Style
Count
NE1 6BG
N/NN
144
M7 4PE
Flat N/NN
30
ST13 8AT
Flat N/N A/N
24
LS11 5QG
Unit NN/NN
7
WA4 6QQ
Unit NN/N
5
B62 8EB
Unit AN/N N/N
4
EX1 1UF
Flat 13/1
1
SW7 4BG
Flat A-H & G/I
1
UB6 7TZ
Unit NN/N
1
Slide 36
Appendix
Special characters that can be used in structuring
an address
Below is a list of special characters which are valid to be used while creating an address. If you use any
other special characters, it is very likely that your order will be delayed or cancelled.
Character
Description
!
Exclamation point
&
Ampersand
(
Left parenthesis
)
Right parenthesis
-
Hyphen
'
Apostrophe
.
Full stop
/
Forward slash
Slide 37
Appendix
Address returned in KCI3 notification
The example below illustrates how the address details are returned to CPs in the KCI3 notification
<utcc:Address>
<utcc:BritishAddress>
<utcc:OrganisationName>OrganisationName</utcc:OrganisationName>
<utcc:POBox>POBox</utcc:POBox>
<utcc:SubPremises>SubPremises</utcc:SubPremises>
<utcc:PremisesName>PremisesName</utcc:PremisesName>
<utcc:ThoroughfareNumber>123</utcc:ThoroughfareNumber>
<utcc:DependentThoroughfareName>DependentThoroughfareName</utcc:DependentThoroughfareName>
<utcc:ThoroughfareName>ThoroughfareName</utcc:ThoroughfareName>
<utcc:DoubleDependentLocality>DoubleDependentLocality</utcc:DoubleDependentLocality>
<utcc:Locality>Locality</utcc:Locality>
<utcc:PostTown>PostTown</utcc:PostTown>
<utcc:County>County</utcc:County>
<utcc:PostCode>IP1 2RE</utcc:PostCode>
<utcc:Country>Country</utcc:Country>
</utcc:BritishAddress>
</utcc:Address>
Slide 38
Appendix
Service exclusion areas and general exceptions
Address exception list
Openreach maintains a list of known addresses where it does not provide a copper network, due to geographical
limitations or commercial reasons e.g. for GEA-FTTP sites only, Hull or “locked out” sites. This list is published at
www.openreach.co.uk/addressexceptions. We strongly recommend that you do not place orders against these addresses,
and any orders that are placed will be manually rejected by Openreach.
Managing addresses against your assets
The CP User requires additional priviledges to request address corrections to the ORDI robot referred to in Slide 17, 18.
There is an existing process for registering first time users who wish to use the ORDI facility – this can be found under the
Customer IT Zone - “Fixing Suspect Data Integrity Issue.pdf”.
Northern Ireland addresses
Certain rural parts of Northern Ireland use a ‘Townland’ address naming convention, which represents a small geographical
division of land. This convention necessitated that some addresses required the end customer names to be included in the
address to ensure it was unique. Openreach only use end customer names in these addresses where it exists in PAF.
Exchange parameters
1141 – Exchange Identifier from INS (Integrated Network System)
MDF ID – code given to Main Distribution Frame in an exchange
Site ID – code given to every BT exchange
LLUC (LLU Code – Openreach generated code) – CP’s unique location identifiers (e.g. one rack or multiple racks)
Slide 39
Appendix
Background to the NAD system
 The end customer’s postal address is the address for service
provision, the details of which is held in the NAD database within
the Equivalence Management Platform (EMP)
 The NAD uses the Royal Mail Postcode and Address File (PAF)
data for UK locations which is regularly updated and is
Openreach’s primary source of information. The Ordinance Survey
Address Level 2 file is used as a secondary source to obtain
related co-ordinate data. The NAD database contains addresses
and indicates when known associations to bearer technologies
exist
 Interfaces between NAD and the Copper inventory (CSS), the
GEA-FTTP Inventories (PIPeR and Phoenix) and the Point to
Point Fibre Inventory (INS) exist, enabling changes to be updated
 When handling addressing fallouts requiring changes to address
details, the Network Addressing Team (NAT) updates the CSS
(which in turns feeds into NAD) as required and as part of the
order journey
 On the right is a diagrammatical representation of how the NAD
gets its data
Network
Addressing
Team
EMP
CSS
Openreach
NAD
Postal
Address
File
PIPeR
Ordinance
Survey AL2
File
Phoenix
INS
Slide 40