Issues and complaints

Telecommunications pole deployment

Reliable, high-quality digital connectivity is essential for residents, businesses, education, healthcare, public services and the wider economy. Across the country, broadband networks are being upgraded from older copper-based services to faster, more reliable full-fibre connections.

As part of this work, residents may see new telecommunications infrastructure being installed in their area, including poles, cabinets and underground equipment. We recognise that people may have questions or concerns when new infrastructure is introduced into their areas, particularly around visual impact, location and why certain installation methods are used.

Telecommunications operators are responsible for designing, installing and maintaining their own networks. In many places, providers use existing infrastructure wherever possible. This can include installing fibre through existing underground ducts, or using existing poles to carry fibre overhead.

However, local network conditions vary. In some areas, particularly some housing estates built between the 1960s and 1980s, older telephone lines were installed directly in the ground rather than through ducts. Where there are no usable ducts, fibre cannot easily be installed underground without new civil engineering works to create them.

In those circumstances, operators may decide that using overhead infrastructure, including new poles, is the most practical and deliverable way to provide full-fibre broadband. Installing new underground ducts can involve significant excavation, disruption, cost and complexity, and is not always considered viable by network operators.

Telecommunications operators classified as electronic communications code operators can usually install certain communications infrastructure under permitted development rights, subject to relevant limits and conditions. This means full planning permission is not always required, although local planning authorities may be notified under the relevant rules. The national legislation also sets out permitted development rights for electronic communications code operators and includes conditions around factors such as height, siting, appearance, visual impact and maintaining access along footways.

We encourage network operators to communicate clearly with residents and communities about planned works, including why particular deployment methods have been chosen. Residents with specific concerns about the siting of infrastructure should contact the relevant network operator directly so that individual circumstances can be considered.

We support the delivery of improved digital connectivity across our communities, while recognising the importance of minimising disruption, explaining decisions clearly and ensuring residents have access to accurate information.

How should residents be informed about a proposed new telecoms pole?

Industry guidance recommends that telecommunications operators notify nearby residents when a new pole is proposed. This may include placing a notice near the proposed location, displaying a temporary site sign, or using other methods such as a mailshot. The notice should explain the intention to install a pole, identify the proposed location, and provide the operator’s contact details so residents can raise questions or concerns directly. (See section 5.3 of the Code of Practice relating to Electronic Communications Code and the Electronic Communications Code (Conditions and Restrictions) Regulations 2003 and Part 16 of Schedule 2 to the Town and Country (General Permitted Development) (England) Order 2015 (GPDO).

Why are Openreach or other telecoms operators not required to gain planning permission for installing new poles?

Openreach, as an electronic communications code operator, can usually install new telegraph poles without applying for full planning permission because this work is treated as permitted development under Part 16, Class A of Schedule 2 to the Town and Country Planning (General Permitted Development) (England) Order 2015. This allows the installation, alteration or replacement of electronic communications apparatus for an operator’s network, subject to limits and conditions — for example, ground-based apparatus such as poles must generally not exceed 15 metres in height. Separate Electronic Communications Code rules also support operators’ rights to install and maintain apparatus on, under or over land, while the Electronic Communications Code (Conditions and Restrictions) Regulations 2003 require operators to give the local planning authority 28 days’ notice before installing poles. In practice, this means the local planning authority is notified but does not normally determine a planning application or have a general power to refuse the pole simply because residents object.