Your friend can only liaise with BT because Openreach are not customer facing , but BT have no involvement in providing whatever the solution to the problem may be , that could involve installing another pole so that the necessary height for the overhead cabling can be achieved, basically all BT will do is pass on messages they get from OR .
Its odd that this issue wasn’t spotted at survey by Openreach , but this type of issue happens on copper provision reasonably often , as an example, say a bungalow has a chimney bracket to attach the overhead cable to the property , that was an acceptable practice in the past , it isn’t acceptable today , should that bungalow order FTTP , the chimney bracket is not usable anymore , so if no other point on the property can give the necessary height for the cable , a new pole is put in close the the bungalow ordering service so the height can be achieved , potentially the pole is put in the garden of the bungalow if no other suitable place exists , that’s pretty much business as usual for OR
