Joe Garner who joined Openreach as CEO in February 2014 will have served two years at the tiller when he moves on to a new job as CEO of Nationwide in Spring 2016. No names have been declared for the new Openreach CEO position but given the regulatory battle ahead we would expect someone who is used to dealing with fighting their own corner.
Recent changes in the way Openreach deals with end-users (remember Openreach customers are actually people like Sky, BT Wholesale and TalkTalk) with the introduction of the View My Engineer system to help end-users know where an engineer is have the ability to improve the perception of service levels but we are coming across people where retail providers have not told their customers about the option - suggesting that even as Openreach changes the additional latency in how the retailers deal with changes in terms of adoption is not always the best it can be.
For those who want to track the performance of Openreach, there is already a body doing that the Office of the Telecommunications Adjudicator tracks a number of metrics covering fault and provisioning times at Openreach.
Who ever takes over the reigns at Openreach the next couple of years are going to be tough, as there is all the work still ongoing with expanding the FTTC and FTTP footprint and the initial roll-out of G.fast, while the behaviour of the company with regards to what it is charging the various gap-funded projects is under eternal scrutiny and other large commercial operators are looking to shape Openreach into a cheap dark-fibre resource, though whether these other operators are looking at everything from the position of low cost FTTH in the most commercial two-thirds of the UK or 100% of the UK is a massive unknown and is where a strong regulator will be needed.