Reporting a Highways Issue

We received this from Kent County Council Highways Department when we reported a problem. We thought it might be worth distributing the following information more widely:

We aim to fix:

• Danger faults within 2 hours.
• Safety Hazards within 7 days.
• Routine faults such as potholes, streetlights and soft landscape issues within 28 days (unless we believe it to be more serious in which case it may be done sooner).
• Traffic Signals within 4 hours if they are urgent or within 7 days if less urgent.
• Routine drainage cleansing within 28 days, but up to 90 days for complex issues.
• All other faults will be scheduled to our planned maintenance.

If you telephoned us to report this issue, please consider using our online fault reporting tool next time. It’s been designed with the following in mind:

• It’s the quickest and easiest way to tell Highways about issues.
• See existing faults (raised by customers and highways staff) and highways assets such as streetlights & trees.
• You are able to give us specifics about how bad a fault is and exactly where it is without having to get someone on the other end of a phone to understand it first.
• You can upload photos to help us to prioritise repairs.
• It saves the council £5 on every enquiry logged online as that’s what it costs KCC to manage a phone call and faults go directly to the relevant Highways team rather than having to be triaged first.
• The reporting tool can be easily accessed from all kinds of devices (its optimized for smartphones and tablets) and can use local KCC libraries or gateways if you don’t have internet access at home.
• It frees up our Contact Point staff to handle emergency and complex enquiries.

Watch our new video which guides customers through the reporting tool. Find it at www.kent.gov.uk/highways