Improvements to county council’s highways reporting system
As part of Cumbria County Council’s performance report presented at their Cabinet meeting today (Thursday 22 September), Members have been updated on the successful implementation of a new and improved highways information management system.
Following extensive engagement with the public, parish and town councils and Members, various improvements have been made to the way that people can get in touch to report issues and defects and then be kept up to date on the status of their report.
A recent customer survey showed that more than 85% of respondents were satisfied with the new online reporting form and rated the service as 3.9 out of 5 based on feedback by 7,021 customers. Comments such as: “you have much improved the reporting process” and “service is first class and you have not over complicated it” were received.
Cllr Keith Little, Cumbria County Council’s Cabinet Member for Highways and Transport said: “Having personally used both the old and new reporting system I can testify how much simpler and straight forward the new system is. It keeps customers up to date with the progress of their reported issue or defect and helps our teams to locate and track issues in their areas in a more coherent way.
“We’ve set ourselves high targets to close a highway customer enquiry (of around seven days) and whilst we’re not quite there yet, as it currently takes more like eight days, we’ve made significant improvements compared to this time last year. My thanks to all the staff who have been involved in shaping and implementing these improvements.”
To raise a highways problem or enquiry, with Cumbria Highways people can:
- Complete the new highways online reporting form available on the county council’s website OR
- Telephone the Highways Hotline on 0300 303 2992 (between the hours of 8.30am and 5pm, Monday to Friday excluding bank holidays).
The online form will take around three minutes to complete and will guide customers to provide the essential information that our team requires to effectively assess their report.
By using either method to report and providing an email address when prompted, customers will receive updates on their report from Cumbria Highways.
To report an issue, people will need the following:
- The location of the problem, people can either plot the location on a map, use the closest postcode or what3words
- Photographs or supporting documentation if they have any
More information can be found on the county council’s website.
