When you report a problem on the web reporting tool, it goes to our contractor who will do one of the following:
- raise a fault if no live fault exists;
- add the report to an existing live fault;
- withdraw the fault if it is an issue which does not relate to a repair of a streetlight.
This means you may not see the fault you have reported on our reporting tool, but please be assured that it has gone to the contractor for assessment as described above.
If we find the cause of a faulty light is a problem with the electricity supply we will refer it to the electricity supplier. It will then become their responsibility to resolve the problem.
Sometimes we can't fix problems as quickly as we would like because of circumstances outside our control - examples include:
- Lights mounted on wooden poles that are within 1 metre of the live overhead supply cables where it is unsafe for us to work (known as G39 faults). To enable us to undertake repairs, we rely on UK Power Networks approved contractor to shroud the cables and then safely carry out the repairs.
- Units located on remote footpaths with no vehicular access. We need to use a specialist access platform to safely reach the lights and as we only have a limited number of these, we batch repair work of this type to achieve maximum efficiency.
- Lights out on high-speed roads and/or where specialist traffic management is required
- An underground electrical supply fault, which is the responsibility of UK Power Networks. Faults of this nature can be found on their website. Their aim to repair single unit failures within 25 days and multiple units within 20 days from the date when they became aware of the fault. For underground supply faults to county council owned cables, we aim to repair within 1 month.
- G39 faults - 6 months
- Footpath faults - 2 months
- High-speed roads /Traffic Management - 3 months