You posted this comment "The main BT socket which leads into our house was disconnected by a previous tenant." that is why it would be chargeable disconection of Openreach wiring is classed as damage
Thats a new one on me John. The customer says BT disconnected the main socket on the advice of the tenant? If the tenant was worried about someone else using his line. Why not put a temporary stop on it or incoming only till new subscriber calls to verify they want service. Dont know any BT engineers that have been called out in the past to do that. If a fault condition occurs in the house the line could be taken out of service from the exchange. Imagine the engineer call outs to remove the incoming line pair to the master socket if everybody wanted that. ??? I have handled temp stop advice notes none needed to enter the house. Is this a change of BT policy?