What happens when you report a problem
When you report a problem with a road or pavement, we log it in our system and an inspector will visit the location to assess it within five working days (excluding public holidays).
The problem will be assessed and categorised based on how hazardous it is and the level of risk it poses.
Potholes
When a pothole is reported online, we aim to inspect it within five working days. However, this can take longer depending on staffing, time of the year and resources.
An inspector will assess the pothole and depending on its level of risk, will then arrange for a repair. Most pothole repairs will be made with a temporary or semi-permanent material to make them safe as quickly as possible.
- Category 1 – critical risk, repaired within 24 hours.
- Category 2 – high risk, repaired within five working days.
- Category 3 – medium risk. It can take up to 60 working days during busy periods, but the average time is much shorter.
- Category 4 – low risk, no specific timescale for repair. If you think the condition of the pothole is deteriorating over time, please let us know by reporting it again.
- Category 5 – no risk, no action needed, although these will be monitored.
If you have reported the problem online and requested an update, we will email you to let you know the next steps.
Occasionally, meeting target response times may not be possible, particularly at certain times of the year, due to pressure on resources. This could be due to the high number of repairs that are needed after periods of bad weather, such as prolonged spells of heavy rain or snow, or freeze / thaw conditions.
