This page is about illuminated signs and bollard faults . If you want to report a problem about street lighting, please see the street lighting faults and repairs page.
- How do I report a fault?
- What do the abbreviations on the on-line reporting system mean?
- What information will I need to provide?
- How long does it take to repair a fault?
- How do I track the progress of a reported fault?
- Distribution Network Operator (DNO) and energy supplier faults
How do I report a fault?
To report a fault with illuminated signs and bollards, please go to our reporting page using the link below.
If you are reporting an emergency, please call us. To find out more about the types of damage we deal with as an emergency, please see our reporting an emergency with a street light, illuminated sign or bollard page.
What do the abbreviations on the on-line reporting system mean?
|N||New PFI Column|
|NIL||No exact location known|
|Plain faced bollard||Bollard with no directional arrows|
|7.5T||7.5 tonne weight restriction|
What information will I need to provide?
Please provide the following information when reporting a fault.
- Location: The road name is required to search on the map
- Detail of fault type an illuminated sign or bollard
- Details of any building or landmarks close by, such as house names
- Your name, telephone number and email address. This is so that we can contact you to clarify the location if we cannot find it.
How long does it take to repair faults?
For non high-speed roads all jobs will be raised as a 10 working day fault (maximum time). For high-speed roads (50 mph or above) all faults will be raised as a 15 working day fault (maximum time).
The illuminated sign or bollard will then be inspected. If possible, a repair will be undertaken at the initial attendance (lamp replacement etc). If it is not possible to repair the fault at the initial attendance, a further job will be raised depending on the type of work required.
Further works may be raised according to the equipment type, the problem with the equipment and the classification of the road in question.
How do I track the progress of a reported fault?
You can track the progress of a report on the online reporting page. Next to the interactive map, click on the green button which says 'Track a fault'. You will be given the option of tracking a fault using a reference number or the road name.
Tracking using the reference
Enter the reference you were given after reporting the fault initially and you will be taken directly to a screen that will show you the progress of the fault and the repair target date.
If the repair date has passed but there is still a fault with the streetlight then a new job may have been raised. To find out if this is the case you will need to track the fault by road name.
Tracking using the road name
Enter the road name and select the streetlight with the fault. You will be taken to a screen that will show you the progress of the fault and the repair target date.
If the repair date has passed but there is still a fault with the streetlight then the fault has reoccurred. Please re-report the fault again if this happens.
Distribution Network Operator (DNO) and energy supplier faults
Electricity cables owned and maintained by the Distribution Network Operator (DNO) supply the streetlights with electricity. The DNO cables supply electricity to your home as well as to street lights. In Surrey there are two DNO suppliers. These are:
When a fault with the DNO equipment/cabling is affecting a streetlight this is known as a dead service.
When a dead service is identified our contractor, Milestone (formerly Skanska), will report the fault directly to the DNO requesting they undertake the works required to repair the cable feeding the streetlight. This may also be known as a 5th core fault (see more information below).
These types of faults will show as an energy supplier fault on the online fault reporting system.
Milestone aim to liaise with the DNO to resolve this type of fault within 30 working days. Unfortunately, this may not always be possible as the repairs are not within our control . Works to resolve faults with energy supply to homes and businesses usually take priority.