Disclosure Log
Pothole Repair Statistics (FOI/5240)
Message from Nottinghamshire County Council - 24 January 2025
Dear ***** *****
Provision of requested information – Ref: FOI/00005240
Thank you for your request for information about Pothole Repair Statistics, which we received on 13th January 2025. Your request has been considered under the Environmental Information Regulations 2004 (EIR). The response to your request is provided below.
In your request you asked:
1. Between 1st January 2023 and 31st December 2023, how many enquiries received were related to potholes
We received 21,811 enquiries relating to carriageway and footway potholes.
2. Between 1st January 2023 and 31st December 2023, of the enquiries received relating to potholes, how many required a written response back to the customer
Automatic email updates are provided to customers who provide an email address at the time of reporting. The number of personal responses is not recorded.
3. Between 1st January 2023 and 31st December 2023, of the enquiries received relating to potholes, how many required inspections by your highways managing agent contractor, or your direct workforce if you do not sub-contract out highways maintenance
All enquiries received relating to road defects are inspected by our Highways Inspectors.
4. Between 1st January 2023 and 31st December 2023, of the enquiries received relating to potholes, how many were considered not to be potholes i.e the defect reported did not meet the council’s pothole specification relating to depth and width.
There are 3,148 customer enquiries relating to carriageway and footway potholes received where no further action was taken.
5. Between 1st January 2023 and 31st December 2023, how many customer enquiries did you receive in total
There were 69,535 total received.
6. What communications channels can your customers use to contact you about potholes
By telephone, email and through the Nottinghamshire County Council website/app.
7. Do you have a dedicated customer service team and if so, how many employees does this include
Yes- 119 FTE employees.
8. When receiving notification of a pothole and/or safety critical defect, how quick do you inspect and repair this
When a report is made via the NCC website/app or over the phone, an inspection is created on the Highway Asset Management System (HAMS) and allocated to the relevant highway inspection team. This inspection has a time limit of 10 working days to be completed as per the NCC Highway Inspection & Risk Manual (HIRM) which can be found at this link - Highway Inspection and Risk Manual.
However, if a reporter calls the NCC Customer Service Centre and reports the issue as being an emergency or safety critical defect, an inspector will attend as soon as possible to assess the defect. Alternatively, an Emergency Response team may be sent instead of an inspector to make carry out an emergency repair or to make the area safe. If an Emergency Response team attends, a highway inspector will then carry out a follow up inspection to check the defect and assess if any further repairs are required.
Your privacy: we use your personal information such as name and address so that we can comply with our legal obligations to respond to EIR requests. For further details about the use of information about you, please see the information handling privacy notice on our website at https://www.nottinghamshire.gov.uk/media/4323566/informationgovernanceandinformationrightsprivacynotice.pdf.
If you are unhappy with the way the authority has handled your request you may ask for an internal review. Please contact: Complaints and Information – Team Manager, Nottinghamshire County Council, County Hall, Loughborough Road, West Bridgford, NOTTINGHAM, NG2 7QP or [email protected], who will arrange an internal review of your case.
If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, WILMSLOW, SK9 5AF or https://ico.org.uk/make-a-complaint/foi-and-eir-complaints/.
If you have any queries about this response please contact us.
Yours sincerely
The Complaints and Information Team
Nottinghamshire County Council