Working together to promote best practice across the UK’s telecoms industry

by Liz Glover, Landlord Relationship & Property Lead

MBNL is delighted to be part of an initiative led by the Department of Culture, Media & Sport (DCMS).  The initiative commenced with a number of workshops bringing together site providers, their representatives and telecoms organisations to discuss the challenges faced by the industry in providing and maintaining connectivity across the UK.

The workshops have led to a consensus that a new Telecoms Communications Framework is required to promote best practice across the industry.  The Framework will work in conjunction with the OfCom Code of Practice and will provide guidelines on how Operators, site owners, and the wider telecoms community should communicate with each other.

Mobile technologies and services are evolving and are considered an essential resource in today’s digital world.  Fulfilling this public demand calls for close collaboration between the Operators, site providers, and the wider telecoms industry in hosting and maintaining mobile infrastructure.  Improved communications between all parties, whether in relation to the search for a new site location or maintaining existing sites, will ensure better connectivity can be rolled out across the country more quickly and efficiently, and in turn support the Government’s digital ambitions.  In particular, this Communications Framework seeks to set the right expectations and behaviours to make the agreement process as smooth as possible.  It is in everyone’s interest to follow this when engaging in site agreements to ultimately play a responsible part in enabling the public to gain better access to digital services.  The framework will be published in due course.

MBNL has also embarked on a wider site provider engagement initiative and at the heart of this is our Landlord Relationship Team.  As well as managing queries through our partners and suppliers, our new dedicated team is here to provide tailored support for responding to queries, comments and complaints from our site provider community (via and the general public (via  Possessing a wealth of experience from both the telecoms and customer service industries, my team will continue to facilitate better conversations with our site provider community.  We are committed to deliver on our positive engagement assurance and to drive continuous improvement in our ways of working.

Meet MBNL’s Landlord Relationship Team

You can now share your comments and feedback with us any time by taking the Site Provider Experience Survey on our website.  Alternatively, you can access the survey quickly with your mobile using this QR code:


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