FOI request detail

Pot holes

Request ID: FOI-2043-2021
Date published: 02 February 2021

You asked

I was wondering if you could please help with me a Freedom of Information request relating to potholes in your local area? I am looking for help with the below, if that’s at all possible: 1. How many potholes were fixed in your area in 2020? 2. How many complaints did you receive relating to potholes in your area in 2020? 3. How many claims for compensation did you receive relating to potholes in your area in 2020? 4. How much compensation was given to those whose vehicles were damaged by potholes in your area in 2020? Additionally, if it’s at all possible, I’d also be interested in the below data: 5. Were there any particular areas / roads that received the most pothole repairs? 6. Were there any particular areas / roads that receive the most pothole complaints?

We answered

TfL Ref: FOI-2043-2021

Thank you for your request received by Transport for London (TfL) on 12th January 2021 asking for information about pot holes on TfL-managed roads. We are responsible for the Transport for London Road Network (the TLRN or London's 'red routes'). Responsibility for managing the rest of London's road network belongs to the 32 London boroughs, plus the City of London, and Highways England.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. 

I can confirm that we hold some of the information you require. Your questions are answered in turn below:

Question 1: How many potholes were fixed in your area in 2020?

Data from our Asset Management system shows that 7,181 potholes were repaired in 2020

Question 2: How many complaints did you receive relating to potholes in your area in 2020?

In 2020 we received 1,002 reports of pot holes via our Streetcare reporting tool (www.streetcare.tfl.gov.uk). The Streetcare tool was launched in 2019, making it much simpler for people across London to report problems on the road network and at bus stops and shelters, making travelling around London easier and safer.

Our Customer Services team also received 809 contacts described as “pot hole” under the ‘explanation code’ used to categorise the data. Of these, 224 were also categorised as ‘complaints’. Note that there may be some duplication between reports made via the Streetcare tool and reporting to Customer Services.

Question 3: How many claims for compensation did you receive relating to potholes in your area in 2020?

Claims handlers on behalf of TfL set up 317 claims during 2020 where “pothole” was listed as a factor in the claim. Note that this figure relates to the date the claim was made, rather than the date of the incident.

Question 4: How much compensation was given to those whose vehicles were damaged by potholes in your area in 2020?

Claims handlers on behalf of TfL paid £2,663.08 during 2020 in compensation for claims relating to damage to vehicles that were coded as “pothole”. Note that these are not directly equated to the 317 cases referred to in the answer to Q3. Note also that where TfL’s highway contractors are deemed to have been responsible for the damage to a vehicle, that claim would be referred to the contractor. We are unable to provide details of those claims as we do not hold that information.

Question 5: Were there any particular areas / roads that received the most pothole repairs?

From our Asset Management system we can provide a breakdown of the number of reports per contract area in 2020 as follows:

Contract Area

Count of Pothole Reports

Central

2474

North East

1373

North West

1731

South

1603

Question 6: Were there any particular areas / roads that receive the most pothole complaints?

It is not possible to review every report / complaint received within the year to determine which particular areas or roads had the most complaints without exceeding the £450 limit for responding to FOI cases, as set out in section 12 of the Freedom of Information Act. In particular, we would need to review all 809 Customer Service contacts individually as there is no automated way of obtaining the data. However, we can provide data that shows the number of reports made via the Streetcare reporting tool by borough as follows:

Borough

Count of Pothole Reports

Barking and Dagenham

1

Barnet

17

Bexley

34

Brent

3

Bromley Council

98

Camden

16

City of London Corporation

6

Croydon

75

Ealing

26

Enfield

83

Greenwich

57

Hackney

21

Hammersmith and Fulham

8

Haringey

30

Havering

16

Hillingdon

22

Hounslow

54

Islington

29

Kensington and Chelsea

19

Kingston upon Thames

21

Lambeth

55

Lewisham

97

Merton

15

Newham

2

Redbridge

6

Richmond upon Thames

25

Southwark

28

Sutton

48

Tower Hamlets

14

Waltham Forest

3

Wandsworth

61

Westminster

12

Grand Total

1002

If this is not the information you are looking for please do not hesitate to contact me.

If you are considering submitting a further FOI request please think carefully about whether the request is essential at this current time, as answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. Where requests are made, please note that our response time may be impacted by the current situation.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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