This page is about street lighting problems. If you want to report a problem with illuminated street furniture (for example bollards and signs) please see our illuminated signs and bollards 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 faults?
- How do I track the progress of a reported fault?
- Distribution Network Operator (DNO) and energy supplier faults
- Multiple fault reports
- Inspections and maintenance
- How to report a broken Vehicle Activated Sign (VAS)
How do I report a fault?
To report a faulty street light, please go to our reporting page using the link below.
If you are reporting an emergency, please call us.
What do the abbreviations on the street lighting on-line fault 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
- Number on street light column. This is normally on the approximately 2 meters from the ground facing the road. Old lights may not always have a number.
- Detail of fault type, such as lights out
- 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 6 working day fault, and 15 working days for high speed roads (50mph or more).
The streetlight will then be inspected and a further job may be raised depending on the type of work required to be undertaken.
|Type of repair||Duration (non high speed road)||Duration (high speed road)|
Repair defective lighting apparatus (lantern replacement, change a lamp/bulb, replace a bowl, repair a light that is on all day)
|6 working days||15 working days|
|Install a replacement column||10 working days||15 working days|
|Install/connect a new power supply to a column||30 working days||30 working days|
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.
Multiple fault reports
If there is more than one problem in a road, you can report these in one go by using the 'Report without using the map' option.
After searching for the road name, use the tick boxes to select all the necessary street lights before continuing.
Sometimes a problem with DNO underground cabling can cause all the lights to go out in a road. If all the lights are out in the road, you can log the fault under just one streetlight in the road and then select 'All lights in road out' under the fault type dropdown option.
Inspections and maintenance
Our contractor, Milestone, regularly carries out scouting at night to inspect all of the streetlights in Surrey and to identify any which are not working.
Every 3 months, they also carry out scouting in the day time to identify lights on in the day (day burners). They can also identify any damage that is not visible during the night time inspections.
There are a number of reasons why a streetlight may not be working. In most cases the problem can be repaired easily by replacing parts. Sometimes the problem is more serious and the whole column will need to be replaced.
We maintain the majority of street lights in Surrey, however some may be owned and maintained by the housing authorities or by district and borough councils. These tend to be lights in car parks, amenity or recreational areas.
If we maintain the lights, they will appear on the street lighting on-line fault reporting system.
How to report a broken Vehicle Activated Sign (VAS)
To report an issue with a Vehicle Activated Sign (VAS) (an LED 'slow down' sign that shows your speed to improve road safety), please use our online form.