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 is based upon the HMOP which essentially is a risk assessment based upon location, road category and severity of the possible defect.
Examples of potholes that do not meet intervention level
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The first photo of a pothole is on a 4A road and between 25mm and 9mm which would make it a Cat 7 not at intervention level - Potential for future works.
The second photo of a pothole is on a 3B road and between 300mm and 300mm which would make it a Cat 7 not at intervention level - Potential for future works.
To meet intervention level the depth and diameter of the pothole is put again the category of road and also risk assessed to the location e.g schools, hospitals etc. We understand that the above does not look ethically pleasing however, they are not a danger to members of the public.
Examples of potholes that meet intervention level
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The first photo of a pothole is on 3B Urban road and is 600mm by 50mm which would make it a Cat 4 = 10 working days to repair.
The second photo of a pothole is on 3A road and is 400mm diameter by 45mm deep which would make it a Cat 6 = 14 calendar weeks.
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.service@suffolk.gov.uk
- Phone: 0345 606 6171