How to Report Road Hazards and Maintenance Issues: A Step-by-Step Guide

Reporting a road hazard is one of the most direct ways any member of the public can contribute to safer streets. Whether you've spotted a pothole deep enough to damage a tyre, a fallen tree branch blocking a lane, or a traffic light that's been dark for days, the process of getting it logged with the right authority is simpler than most people expect. This guide walks you through every step.

What Counts as a Road Hazard or Maintenance Issue

A road hazard is any defect or obstruction on the public highway that poses a risk to drivers, cyclists, or pedestrians. Road maintenance issues are broader — they include deterioration that isn't immediately dangerous but will worsen without attention.

Common reportable problems include:

Potholes — depressions or holes in the road surface, particularly those deeper than 40mm
Damaged or missing road signs and markings
Blocked or broken drainage causing standing water
Fallen debris, tree branches, or loose materials on the carriageway
Faulty or dark traffic lights and street lighting
Damaged pavements, kerbs, or pedestrian crossings
Overgrown vegetation obscuring sightlines or signage

If you're unsure whether your issue qualifies, report it anyway. Authorities would rather receive a report that turns out to be low priority than miss a genuine hazard because someone hesitated.

When to Call Emergency Services Instead

Some situations cannot wait for an online form — they require an immediate call to emergency services. If a road hazard presents a live danger to people right now, dial 999 before doing anything else.

Examples that warrant an emergency call:

A collapsed or sinking road surface that vehicles could fall into
Serious flooding that is making a road impassable or sweeping vehicles
A large obstruction (such as a fallen tree or overturned lorry) blocking the carriageway
Exposed live electrical cables or a damaged utility cover creating an electrocution risk
An accident scene where people may be injured

Once emergency services are on their way and the immediate danger is being managed, you can then follow up with a formal report to the relevant highway authority. The two actions are not mutually exclusive — but the phone call always comes first.

How to Find the Right Authority to Contact

Responsibility for roads in the UK is divided between different bodies depending on the road type, so contacting the correct authority is the single most important step for getting a fast response.

Here's a straightforward way to identify who to contact:

Motorways and major A-roads (trunk roads) — these are managed by National Highways (formerly Highways England). Report via the National Highways website or call their 24-hour contact line.
Local A-roads, B-roads, and residential streets — these fall under the responsibility of your local council or unitary authority. Use the GOV.UK road reporting tool to identify the correct local authority by entering your postcode.
Roads in Scotland, Wales, and Northern Ireland — responsibility sits with Transport Scotland, Welsh Government transport teams, or the Department for Infrastructure respectively.

If you're not certain which category a road falls into, the GOV.UK postcode lookup will route your report automatically. Sending a report to the wrong body wastes time — the authority will need to redirect it, which can add days to the response.

Step-by-Step: Reporting Online Through the Official Portal

The online reporting portal is the fastest and most trackable way to submit a road defect report. Most highway authorities process online submissions directly into their inspection workflow, which means your report reaches the right team without manual handling.

Follow these steps:

Photograph the defect before you leave the scene if it is safe to do so. A clear photo showing the size and location of the hazard significantly helps inspectors prioritise and locate it.
Go to the relevant authority's website — either your local council's highways section or the National Highways portal.
Find the road fault or pothole reporting form. It is usually accessible from the homepage under "Roads" or "Report a problem."
Enter the precise location: street name, direction of travel, nearest landmark or junction, and postcode. Vague locations like "near the town centre" delay inspections considerably.
Describe the defect clearly — type of problem, approximate size, and how long it has been there if you know.
Attach your photograph if the form allows it.
Provide your contact details if you want to receive updates. Most portals also allow anonymous submission (more on this in the FAQ below).
Submit the form and save your reference number. This is your evidence that the report was received and your tool for any future follow-up.

Other Ways to Report (Phone, Email, In Person)

If you cannot use the online portal, several alternative reporting channels are available. Every local council and National Highways maintains a telephone contact line for road fault reports.

By phone: Call your local council's highways department directly. The number is listed on the council's website. For trunk roads and motorways, National Highways operates a 24-hour customer contact centre. Phone reporting is particularly useful for older residents or those without reliable internet access, and it allows you to describe complex situations more clearly.

By email: Some councils accept defect reports by email to a dedicated highways address. Response times via email tend to be slower than online portal submissions, and you may not receive an automatic reference number, so ask for written confirmation.

In person: You can visit your local council offices and speak to a member of the highways team. This is rarely necessary for routine defects but can be useful if you have photographs or documents to hand over, or if a previous report has not been acted on.

Whichever channel you use, the quality of the location information you provide matters more than the channel itself. A well-described report submitted by phone will be actioned faster than a vague online submission.

What Happens After You Submit a Report

After submission, your report enters the authority's inspection and prioritisation workflow. Understanding this process helps set realistic expectations and reduces unnecessary follow-up calls.

The typical sequence looks like this:

Acknowledgement: You receive a confirmation (by email or on-screen) with a unique reference number. Keep this.
Inspection: A highways inspector visits the location to assess the defect. Inspection timescales vary — urgent hazards may be inspected within 24 hours; routine maintenance issues typically within 28 days.
Priority classification: The inspector categorises the defect by severity. A pothole meeting the authority's intervention criteria (commonly 40mm depth or more on a busy road) will be scheduled for repair. Defects below the threshold are logged and monitored.
Repair scheduling: Urgent defects are made safe quickly, sometimes with a temporary fill within 24–48 hours. Permanent repairs are scheduled based on available resources and road programme planning.

It's worth being aware that not every reported defect will result in an immediate repair. Authorities work to published inspection standards and allocate resources across thousands of reports. A defect that doesn't meet the intervention threshold will be monitored and addressed when it does — or as part of planned maintenance works in the area.

How to Track or Follow Up on Your Report

Your reference number is the key to tracking progress. Most online portals allow you to enter your reference number and view the current status of your report without needing to call anyone.

If the portal doesn't offer live tracking, contact the highways team by phone or email and quote your reference number. They can tell you whether the inspection has taken place and what decision was made.

When to escalate: If more than 28 days have passed since you submitted a routine report and you've had no update, it's reasonable to follow up. If the hazard has worsened or you believe it poses an immediate risk that wasn't captured in the original report, call the authority directly rather than waiting for the online process.

For persistent issues that remain unresolved after multiple reports, you can contact your local elected councillor or, for trunk roads, raise the matter with your MP. These routes exist for genuine cases where the system hasn't worked as it should — they're not shortcuts around the standard process.

Frequently Asked Questions

Can I report a road hazard anonymously?

Yes, most online reporting portals allow anonymous submissions. You won't receive a reference number or status updates, but the report will still be logged and inspected. Providing contact details is optional but recommended if you want to track the outcome.

How long does it take for a pothole or defect to be repaired?

Timescales depend on the severity of the defect and the authority's resources. Urgent hazards are typically made safe within 24–48 hours. Routine road maintenance repairs can take anywhere from a few weeks to several months, depending on the repair programme and available funding. Authorities publish their response time targets, which you can usually find on their highways or roads pages.

What information do I need to provide when making a report?

The most important details are: the precise location (street name, nearest junction or landmark, postcode), the type of defect, an approximate size or description, and a photograph if possible. The more specific your location data, the faster an inspector can find and assess the problem.

Can I report a hazard on behalf of someone else?

Yes. There is no requirement to be the person who witnessed the hazard. If a neighbour, colleague, or family member has spotted a road defect and cannot report it themselves, you can submit the report on their behalf using the same online portal or phone line.

What if the road hazard is on private land?

Highway authorities are only responsible for defects on the public highway. If the hazard is on private land — such as a car park, private road, or estate road not yet adopted by the council — you will need to contact the landowner or property manager directly. If you're unsure whether a road has been adopted, your local council's highways team can confirm its status.