What happens to reports made online?

The time taken to investigate and fix a report varies depending on the type of problem. For more information and estimated response times, please see below:

Damaged street furniture

What happens once I have submitted the report?

We will inspect the problem within 2 working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Dead animals

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long it should take?

As quickly as possible but removal aimed to be within 2 hours during working hours: 6.30am – 9.30pm, 7 days a week.

How will I be kept up to date?

You will be sent an email when the problem has been resolved.

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Dog fouling

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long it should take?

Within 24 hours of the reports being received

How will I be kept up to date?

You will be sent an email when the problem has been resolved.

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Dumped rubbish

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long it should take?

Within 24 hours of the reports being received

How will I be kept up to date?

You will be sent an email when the problem has been resolved.

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Flyposting

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long it should take?

We aim to remove obscene and/or racist fly posting within 24 working hours of it being reported and all other reported fly posting within 3 working days.

How will I be kept up to date?

You will be sent an email when the problem has been resolved.

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Graffiti

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long it should take?

We aim to remove obscene and/or racist graffiti within 24 working hours of it being reported.

We aim to remove all other reported graffiti within 3 working days. 

Please note, we reserve the right to decide when to remove any reported graffiti that isn't obscene or racist, but which we consider an important issue to our residents. 

How will I be kept up to date?

You will be sent an email when the problem has been resolved.

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Gullies (drains)

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Lighting, lit signs & lit bollards

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Manhole cover

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Overgrown hedges and shrubs

What happens once I have submitted the report?

We will inspect the problem with within 72 hours to assess whether the overgrown foliage is obstructing the road or pavement.

How long it should take?

We will inspect the problem within 10 working days and decide how urgent it is.

How will I be kept up to date?

If work is needed on the tree, we will instruct our contractor. It could take up to 8 weeks to complete the work depending on the nature and urgency of the work needed.

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Paths and pavements

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Potholes

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Recycling banks

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long it should take?

Recycling banks are emptied weekly. If they are full, we will arrange for them to be emptied within 24 hours unless they are due to be emptied anyway the following working day.

How will I be kept up to date?

You will be sent an email when the problem has been resolved.

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Road defects

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Road marking – white

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Road marking – yellow

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Signs

What happens once I have submitted the report?

We will inspect the problem within two working days and decide how urgently it needs to be fixed.

How long it should take?

  • Defects that are hazardous or serious will be prioritised.
  • Hazardous defects will be repaired within 24 hours.
  • Serious defects will be repaired within 7 days.
  • We aim to repair non-serious and non-hazardous defects with 28 working days but, due to resources, this may take longer and we prioritise more serious defects.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Trees

What happens once I have submitted the report?

We will inspect the problem within 10 working days.

How long it should take?

Once we have inspected the problem, we will let you know what action we will take. If work is needed on the tree, we will instruct our contractor. It could take up to 8 weeks to complete depending on the nature and urgency of the work needed.

How will I be kept up to date?

We will contact you by email to let you know the result of the inspection and again when the repair has been completed.

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Page last updated:

September 10, 2021