Potholes, flooding and broken lights: Ealing’s new response targets

How quickly should Ealing Council respond after a resident reports a pothole, broken street light or flooded road? A new highways service standards page, published on 1 October, gives specific targets for inspection, making a location safe or providing a response.

For an immediate danger, the targets are short. A missing lamp-column door, exposed wires, a knocked-down lighting column or a damaged bollard is classed as a dangerous street-lighting fault and should receive a response within one hour. A missing, damaged or displaced manhole cover should be made safe within two hours.

After heavy rain, the council sets a target of two hours from the end of the rainfall for highway flooding. A blocked gully has a three-day target. One unusually specific standard covers keys or a mobile phone dropped into a gully: the stated target is two hours.

For everyday defects, residents should note the difference between an inspection and a repair. Potholes on roads and footways, broken paving or kerbstones, damaged barriers, bollards and signs, and faded road markings are due to be inspected within one week. That does not automatically mean the full repair will be finished within the same period. The council first assesses the risk and the work required.

Street-lighting targets vary by fault. A flickering lamp or one that stays on during the day has a target of five working days. Replacing a column or complete lighting unit can take up to 15 working days. A light that is completely out has a 25-working-day target, and electrical disconnection and reconnection may add up to another 10 working days.

How should a problem be reported? Potholes, pavement damage, gullies, flooding, signs and obstructions can be submitted through the “Report a road or pavement problem” form. Residents need the location and a description and can attach a photograph taken on a phone. Updates should appear in My Account. Ordinary lighting faults use a separate street-light form.

Dangerous lighting defects should not be left only in the online form. The council instructs residents to telephone when there are exposed wires, knocked-down or heavily leaning columns, hanging components, or three or more lights out. Red routes, including the A40 and A406, are maintained by Transport for London, so faults there must be reported to TfL.

The published times are response targets, not guarantees that every repair will be completed by that point. When filing a report, it is useful to keep the reference number, add a clear photograph and identify the exact position using the nearest house number or landmark. If the status has not changed after the stated period, the reference number will make it easier to follow up with the council.

The standards also cover administrative applications. The council allows eight weeks to process a temporary traffic order or decide on a new directional sign, four weeks for a new vehicle-crossover decision and four weeks for a scaffolding or hoarding licence. An approved crossover has an eight-week installation target after payment.