How we will respond to you
How do I report a fault or problem on the highway?
Please report faults or problems by using our online reporting form or
by calling 0300 333 5539, 24 hours a day, 365 days a year.
When I have reported a problem, what will you do?
Once you have reported a problem, we will quickly assess your
call and place it in one of the following categories.
- Danger - where we judge the defect is a threat to life and
limb, we aim to attend the site and make it safe within 3
hours of the report being received.
- Hazards - where we judge the defect to be a hazard to public
safety, we aim to attend the site and fix the fault within 7
calendar days of the report being received.
- Street lights -
we will aim to repair streetlights within 28 calendar days of
the report being received. However, if there is a major problem or
fault with the mains power supply we will have to call in the local
electricity supply company (for example, UK Power
Networks) and these repairs may take longer.
signals - we aim to fix permanent traffic light faults within 4
hours where we judge the repair to be urgent. Any other faults, we
aim to repair within 7 working days.
- All other problems - we will put all defects or problems into
our routine works programme and try to fix a number of faults in a
single visit to site.
Making an enquiry
If you have a general enquiry that cannot be made using the
online reporting form you can call us on 0300 333 5539
or write to us at:
KCC Highways and Transportation
Kent ME14 1XX
You can use the online reporting
form for reporting faults.
How we respond to letters
We aim to acknowledge all letters within 5 working days and
provide a full response within 20 working days or an explanation as
to why a reply may take longer.
How we listen to the public
- carry out a satisfaction survey across Kent every
year to find out what the public think about our highway
service and what we can do to improve it
- regularly carry out a survey of residents who have lived near
to recent roadworks to find out whether we could improve the way we
do roadworks in the future
- regularly contact residents who have reported a fault or
problem to gain their views of our highway service and find out
what we can do to improve it
- take all comments into account in order to help us improve our
National targets to reduce casualties on Kent's roads?
We are working hard to reduce casualties on Kent's roads.
- regularly review crash records and where we can make
improvements to roads, we will prioritise them to improve
- use road safety
training programmes, road safety education in schools, publicity
campaigns and safety cameras as ways to help reduce casualties on