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Customer and Stakeholder Engagement Plan

Update 14 May 2019

Surrey Highways surface dressing programme begins this week. Our Works Communication Team are working hard to provide timely and accurate information, but these works are highly weather dependent so dates can change at short notice.

The road surface has to be completely dry to lay the surface dressing so even a small amount of rain, or rain overnight, could stop the works taking place. Because of this we may be unable at times to meet the timescales set out below. Please accept our apologies for this.

Please check the roadworks map for the latest information.

Levels of engagement

We use the Customer and Stakeholder Engagement Plan (CSEP) to decide when and how to communicate with anyone affected by our roadworks.

In order to decide the level of engagement and communication required, we grade the works based on the disruption caused.

The table below sets out the different levels of engagement and their timescales.


Major Projects

Level 2

Level 1

Level 0



  • Sustainable Transport Packages
  • Major Infrastructure Improvements e.g. LEP works


  • Residential/busy urban areas/large rural areas
  • Road closures or disruptive
  • Traffic Management- Traffic sensitive A-roads/town centre


  • Rural roads- Small rural residential areas-
  • Minor works on cul-de-sacs etc.


  • Areas with little or no affect to stakeholders
Contact Councillor Yes Yes Yes Optional
Signs Yes Yes Yes Optional
Letter drop Yes Yes Optional Optional
Business visit Yes Yes Optional No
Facebook / Twitter Yes Optional Optional No
Newsletter Yes Optional No No
Press release & radio Yes Optional Optional No
Webpage Yes Optional No No
Public meetings Optional Optional No No
Customer notice Timescales outlined in communication plan 14 days 7 days 3 days

For more information about any of our works, please see our roadworks page.