Highways customer service and complaints performance

We take complaints very seriously. We publish information on this page about the complaints we receive and we use this information to identify your concerns and improve our service to you.

Alongside our complaints process we also seek customer feedback through our Surrey Highways Customer Panel . The Customer Panel is open to all and you can sign up to take part online.

Complaints received in 2019/2020

The table below shows a summary of the complaints received between April 2019 and March 2020. We aim to respond to complaints within 10 working days.

ServiceNumber of Stage 1 complaints received% of complaints resolved on target
Highways (includes Parking, Highway Information, Street Lighting, Customer Care, Business Process, Local Area teams and external contractors)18186.19%(156)
Streetworks1888.89%(16)
Traffic Signals250.00%(1)
Works Communication Team1492.90%(13)
Transport Development Planning1100.00%(1)
Transport2259.10%(13)
Total23884.00% (200)