Our Highways Reporting Tool allows you to report a new defect and monitor the status of existing reports.
Do not report a pothole online if:
- it poses an immediate danger to public safety - call 0345 606 6171
- it’s on a trunk road in Suffolk - call the Highways England Information Line on 0300 123 5000
- it's on a private road
Before reporting
Before reporting a pothole please read through the information below on pothole criteria. Once you have read through the information and you believe the pothole you would like to report meets the intervention level, please check that this defect has not already been reported.
Check for existing reports
You can check if a problem has already been reported by clicking on the Show Key button on the map.
The coloured icons show the progress of each report.
If you have checked for existing reports and the defect meets the criteria below, please continue to report the defect via the below green start button.
Reporting a problem takes about 2 minutes.
By using the Highways Reporting Tool, you're agreeing to our terms of use.
You can begin by clicking the Start button, or read the instructions below for further guidance.
StartPothole criteria
The way we determine potholes and other defects are based upon the Highways Maintenance Operational Plan (HMOP) which is a risk assessment based upon location, road category and severity of the possible defect. It has matrices that indicate the appropriate minimum response for each type of defect.
Potholes that do not meet intervention level
A pothole less than 40mm (approximately 1.5inches) deep would not meet our intervention criteria for urgent repairs. We would however record this for potential future works and inform our Surface Treatments team. Download an example of a pothole less than 40mm deep (JPG).
A pothole less than 20cm (8 inches, approximately) wide would not meet our intervention criteria for urgent repairs, we would record this for future works and inform our Surface Treatments team. We will continue to monitor the defects during routine inspections. Download an example of a pothole less than 20cm wide (JPG).
To meet intervention level the defect needs to be at least 20cm (approximately 8inches) in length and width and 40mm (approximately 1.5 inches) deep.
We will continue to monitor the defects during routine inspections in case they worsen and take appropriate action as required.
Potholes that do meet intervention level
A pothole 20cm (approximately 8 inches) wide by 40mm (approximately 1.5inches) deep would make it an intervention level defect. The type of road will determine the response time. For example, on a high-priority road like the A12 or A1120, we would repair it within 10 working days, on a very minor rural road or urban cul-de-sac we would repair it within 8 weeks. Medium priority roads would have a 20 working day response time. Download an example of a pothole 40mm deep (JPG).
A pothole 40cm wide by 13cm deep, which would mean a response time of 2 working days on high priority roads (this may have a make safe or temporary repair which we will follow up with a permanent repair within 14 weeks) and 20 working days on low priority roads. On medium-priority roads, the time would be 5 working days. Download an example of a pothole 40cm wide by 13cm deep (JPG).
Once we have identified a defect as requiring repair and where it is safe to do so, we will mark it with a temporary road marking paint. This highlights the defect for our repair teams and other Highway users. These marks will normally fade within a few weeks.
When we have marked a defect the repair is being organised and so these do not need to be reported to us again.
How to use the reporting tool
1. Read the information on the entry screen then click the Continue button
2. Find your location by typing the road name, parish or postcode of the problem in the search box. (You can also use the "Find my location" button in the bottom right-hand corner of the screen.)
3. Click on the map to plot the location of the problem (you can drag and drop to pinpoint the exact location)
4. Complete the Report a Problem form
5. Click the Submit Report button
After reporting
We'll investigate your report, and make a decision on any action that may need to be taken and by when.
The response to a report is based on:
- the type of problem
- what road category the report is on
- risk to public safety
If you provided an email address, you'll receive a reference number for your report and updates on what will happen next.
If you did not provide an email address you can still check for updates - use the search box or zoom in to your report location and click on the coloured pin for information.
You can read more about how we manage and prioritise pothole repairs.
Other ways to report
Reporting a non-emergency problem online is quicker and easier. It also saves money, which can be used to improve services.
However, you can report a problem by email or phone using the following contact details:
- Email: customer.services@suffolk.gov.uk
- Phone: 0345 606 6171