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 08458 247 800, 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 2½ 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.
• Traffic 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 08458 247 800 or write to us at:

KCC Highways and Transportation
Invicta House
County Hall
Maidstone
Kent ME14 1XX

Please note the online reporting form can be used for reporting faults.

How will you respond to my letter?

We aim to reply to your letters as quickly as we can with the information you need. We will:

• 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 will you respond if I need to work on the road or pavement?

If you want to carry out work or place anything on the road or pavement that could cause obstruction or danger, you will need a permit or licence. 

How do you listen to the public?

It is important that we listen to what you think about the service we provide. We will:

• 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 highway service.

How are you responding to the national targets to reduce casualties on Kent's roads?

We are working hard to reduce casualties on Kent's roads. We::

• regularly review crash records and where we can make improvements to roads, we will prioritise them to improve safety
• use road safety training programmes, road safety education in schools, publicity campaigns and safety cameras as ways to help reduce casualties on Kent's road.