Corporate and statutory annual complaints report 2024 to 2025

This year saw 346 contacts received from the public expressing dissatisfaction with the services delivered by highways.

Overall, this area saw a 61% decrease in comparison to the number of contacts received in the previous year. However, this can be explained due to highways now being reported on as a separate entity. During 2023 to 2024, highways and transport services were reported on collectively. The total complaints raised for highways this year accounts for 31% of all contacts received.

During 2024 to 2025, highways saw the highest number of complaints during quarter 1. This can be explained due to the time of year that results in many highways works being conducted, such as verge maintenance and scheduled maintenance.

Context

Highways received a total of 67,121 contacts over 2024 to 2025. These are broken down below to show what method was used for the contacts across: 

• the FixMyStreet platform
• customer service centre calls 
• customer service centre emails

The information provided shows that customers mainly use the FixMyStreet platform to report concerns relating to highways. As 346 complaints were raised for highways over the year, this equates to 0.51% of the total contacts received during this period.

Analysis was undertaken on those complaints partially or fully upheld. This determine if there were any trends or common factors.

The following shows where fault was found in complaints that were upheld and the aspects of those complaints partially upheld.

• not upheld – 65%
• partially upheld – 23%
• upheld – 12%

121 (35%) of all cases were either upheld or partially upheld. The following shows a breakdown for those complaints in which the service was not to the quality or standard expected.

Reason for complaint where fault was identified

• insufficient or lack of communication – 36%
• failure to deliver service or take action – 27%
• inadequate services provided by third party – 5%
• poor quality of completed works or repairs – 9%
• staff conduct – 5%
• unhappy with decision – 4%
• conduct of contracted providers – 3%
• delay in service – 10%
• procedures not followed – 1%

Similarly to other services areas, we agreed in 36% of cases that our communication was lacking. Within highways, this surrounds communication provided via the: 

• FixMyStreet platform
• customer service centre 
• prior notice to residents regarding maintenance works being conducted in their local area

Furthermore, in 27% of cases, we agreed that we have failed to deliver the service expected. For example, completing highways repairs.