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Highways Customer Charter

I am delighted to bring you the 2017 Customer Charter outlining the standards of service youJason Russell can expect from all of the teams that form Surrey Highways.

Surrey is a county that is on the move, with high levels of car ownership among the 1.1 million residents and an extensive public transport network. The county has some of the busiest roads in the country and there are significant challenges maintaining the network while keeping it moving.

We know that there is more work to do to improve customer satisfaction with the services we deliver and we are dedicated to making these constant improvements. This has been recognised through the external accreditation award which we achieved in 2014. We listen to all the people who live, work, travel and visit Surrey to inform our policies, to improve our service, contribute to our vibrant economy and to enhance the environment. I very much welcome your comments and feedback.

Jason Russell (Assistant Director, Highways and Transport)

The services Surrey Highways provide

Surrey Highways is responsible for maintaining and improving the roads, pavements and bridges in Surrey with the exception of the biggest main roads and private roads. The Highways Agency is responsible for the A3, M3, M23 and M25. We manage and provide over 200 services or types of enquiry.

Our pledge to you

Regardless of race, religion, age, gender, sexuality or disability, we feel that you should always expect the highest standard of customer service from Surrey Highways at all times.  We fully comply with the council's customer promise in all our dealings with you. 

If you contact us by letter, email, fax or online form, we will:

  • provide a full response to you within five working days,
  • or send you an acknowledgement with details of who is dealing with the matter, arrange for a site inspection (if necessary) and provide a full response to you by your preferred method within 28 days.

If you contact us by telephone, we will:

  • answer your call within 20 seconds, and try to resolve your enquiry over the telephone,
  • or pass your enquiry to our specialist Highway team who will arrange for a site inspection (if necessary) and provide a full response to you by your preferred method within 28 days.

In rare cases we may need to meet with you at the location, if we do, we will:

  • agree a time with you in advance,
  • show you our identity card
  • tell you as soon as possible if we are delayed or have to postpone or cancel a meeting

If we are undertaking roadworks which may affect your access to the road, we will inform you in line with our Customer Stakeholder Engagement Plan (PDF).

There are various pieces of legislation that mean the standards are sometimes slightly different for some requests or applications:

  • if you are making an insurance claim against Surrey Highways we will acknowledge your claim within 14 days, and then fully investigate the claim and tell you the outcome within 90 days from the date we send you the acknowledgement letter.
  • if you are a company that provides skips we will advise you within two working days if we are not able to accept your application
  • if you are a scaffolding company, hoarding company, crane operator, or mobile access machinery company we will process your application for placing or working on the highway within five working days

Timescales for repairs

We will always prioritise problems that affect safety first. If we identify a problem on the highway that poses a safety risk, we will repair or make it safe within 28 days.

Sometimes we may inspect an issue that has been reported and find that further works are required, even though there is no immediate safety risk. If this is the case, we will contact you and where possible, give you an idea of how long it may take to programme and carry out the works.

For more information on timescales please go to the highways information reporting page, or contact us using the details found below.

Maintaining our roads and pavements

We plan our road and pavement maintenance programmes in advance, and you can be involved in how we plan these programmes by telling us your views through the Highways Customer Panel.

Further information about our road and pavement programmes, including how the Department for Transport contributes to our funding, is available on our 'Maintaining our roads and pavements' page.

How has Surrey Highways performed

Surrey Highways is a high volume service. We receive by far the highest number of enquiries and reports looking at the total received across the County Council. You can find out about our most recent performance by looking at our performance data for 2016 (PDF).

Surrey Highways takes complaints very seriously and we endeavour to use these to identify areas in which we can improve our service to you, the customer. We publish information about the complaints we receive and use this information to identify and align improvement areas.

Highways Contract Performance

To find out how our Highways suppliers have performed, please see our how we're performing page.

How to contact Surrey Highways