Staffordshire Highways: Reporting Issues Made Easy

Navigating Staffordshire's Highways: Your Guide to Reporting Issues

Staffordshire County Council is revolutionising how residents report problems on the county's roads. With a significant investment of £500,000, the Highways department has developed a cutting-edge customer Highways portal, set to replace the existing ‘Report It’ system. This comprehensive overhaul, developed over the past year, aims to streamline the process of reporting highway issues, making it more accessible and efficient for everyone in Staffordshire. The new system is scheduled to go live on Tuesday, 14 January 2025, with a contingency date of Tuesday, 21 January 2025.

The New Highways Portal: A £500,000 Investment in Efficiency

The development of this new portal represents a substantial commitment to improving public services. This technological advancement is designed to empower residents by providing a user-friendly platform to flag any concerns they may have regarding Staffordshire’s highways. From minor defects to more significant issues, the goal is to ensure that reports are received, processed, and addressed with greater speed and clarity.

How to Report a Problem or Contact the Highways Team

The most efficient and preferred method for making an enquiry or reporting non-urgent highway problems is through the new online portal, accessible via the 'Report It' tool. Complementing this is the 'MyStaffs' app, available for both Android and Apple devices, which also integrates with the new reporting system. These digital tools are designed to provide a seamless experience, allowing users to pinpoint issues, provide details, and submit their reports with ease.

Bridging the Digital Divide: Reporting Without Internet Access

Understanding that not everyone has consistent access to the internet, Staffordshire County Council encourages those without digital access to seek assistance from family or friends to use the online reporting tools. Furthermore, local libraries across Staffordshire offer invaluable free help and advice, providing access to computers and support to get residents connected to these essential online services. A visit to your local library could be the key to getting your highway concerns reported.

On-Site Meetings and Personalised Contact: What to Expect

Due to the high volume of reports received by the Highways team, it is not always feasible to arrange on-site meetings for every individual enquiry. Updates regarding your report will typically be provided electronically. However, if a site visit is deemed necessary for inspection or assessment, or if access to private land is required, the team will endeavour to contact you directly to arrange a meeting. Similarly, if a discussion with an inspector or a member of the highways team would significantly aid in resolving your issue, they will attempt to reach out to you.

Reporting Out-of-Hours Emergencies

For highway emergencies outside of standard office hours, the primary recommendation is to continue using the online reporting tools. Any emergency reports submitted, even when the office is closed, will be automatically directed to the out-of-hours team and actioned by on-call officers. You will continue to receive updates electronically for these emergency reports. If you lack internet access during out-of-hours periods, you can call the team on 0300 111 8000 and select the option to report a Highways Emergency. This will connect you to a pager service that relays details to the on-call officer. It is crucial to note that this pager service should not be used for non-emergencies; these should be logged online via the 'Report It' tool or the MyStaffs app.

Understanding District Area Codes for Emergencies

When reporting an out-of-hours highways emergency, providing the correct area code ensures swift dispatch and appropriate resource allocation. The designated codes are as follows:

What Happens After You Report an Issue?

Upon logging your report, you will typically receive a confirmation email from the Highways team, provided the report type allows for it. This confirmation email will contain a unique report reference number. Having this reference number and email confirmation means you generally won't need to follow up. You can track the status of your reports by logging into your customer account.

Email Updates: Staying Informed About Your Report

Staffordshire Highways offers limited progress updates via email, depending on the nature of the reported problem. Email updates are typically sent for reports concerning:

• Highway defects (e.g., potholes, blocked gullies, broken signs).
• Speed limit concerns or other road safety issues.
• Road works and third-party activities on the highway.
• Certain issues requiring an application (e.g., access protection marking, disabled persons parking bay).

Conversely, some report types do not currently generate automated email updates. Where possible, you can expect automated email notifications at key stages:

• A confirmation email upon making your report online.
• An email following an officer's assessment, detailing any planned works or closing notes.
• A final completion email once works have been finished.

Addressing Report Delays and Duplicate Reporting

Staffordshire Highways receives approximately 4,000 reports each month, and while efforts are made to respond within 10 working days, resource limitations can sometimes lead to longer wait times. During periods of extreme weather, such as storms or heavy snow, response times for issues like potholes may be extended. Once your report is assessed, you will receive an email with the outcome. It's important to avoid submitting duplicate reports, as this can actually increase processing times rather than expedite a response.

Managing Your Customer Account

Creating a customer account is straightforward: simply register using your name and email address. To log in, you'll need your registered email address and password. You can check the status of your highway reports via the 'Report It' pages on the website, using your 7-digit reference number starting with '4'. If you don't have a reference number, locate the defect on the mapping system to find it. Your customer account dashboard provides a consolidated view of all your submitted reports.

Troubleshooting Your Customer Account and Reports

If a reported issue isn't appearing in your customer account, ensure you were logged in when submitting the report. It may take a few minutes for new reports to sync. Verify that the issue is visible on the mapping system; if not, try reporting it again. If the problem persists, you can contact the Highways team. Old reports can be linked to your account by viewing them via the mapping system while logged in; they should then appear on your dashboard. For confirmation emails and updates, always provide a valid email address when making a report.

What to Do If Works Aren't Completed or Defects Are Misplaced

If you receive notification that works are completed but the issue remains, or if your report was closed because the defect couldn't be found, it is recommended to submit a new report. In these instances, providing more detailed information, including accurate location data (perhaps using What3words for precision), will assist the inspector in their assessment. It's vital to plot the location as accurately as possible and use text fields for additional descriptive information.

Providing Feedback on the Highways System

Staffordshire County Council welcomes feedback on the highways reporting system and any technical issues encountered. You can share your thoughts and suggestions through the feedback channels provided. Additionally, general feedback about the highways service can be offered via a survey link included in automated emails.

Mapping System Limitations and Staffordshire Boundaries

The mapping system is designed to allow reporting only on roads maintained by Staffordshire Highways. To confirm if your location falls within the council's remit, you can consult the road status map or boundary map. Issues reported outside Staffordshire's boundaries, including those within Stoke-on-Trent, or on private or unadopted roads, fall under different authorities and cannot be investigated by Staffordshire Highways. If you experience technical difficulties with the mapping system itself, please report these issues.

Adding Yourself to Existing Reports

To "follow" or add yourself to an existing report (e.g., a pothole or gully defect), you need to click on an existing map icon for open enquiries. It is not possible to follow closed reports. The map key on each report page clarifies the meaning of different icons.

Key Takeaways for Staffordshire Residents:

• New Portal Launch: Be aware of the new Highways portal launching in January 2025.
• Digital First: Utilise the 'Report It' tool and MyStaffs app for non-urgent issues.
• Accessibility: Libraries offer support for those without internet access.
• Updates: Expect electronic updates for most reports.
• Emergencies: Report emergencies online or via the out-of-hours phone line (0300 111 8000).
• Accuracy is Key: Provide precise location details when reporting.
• No Duplicates: Avoid reporting the same issue multiple times.

By embracing these new systems and guidelines, Staffordshire residents can play an active role in maintaining and improving the county's road network, ensuring a safer and more efficient travel experience for all.

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