How many claims did TfL receive for compensation for pothole damage in the last three years that figures are available? How many of these claims did you pay? What was the cost to you for claims in the last three years that figures are available? What is the average pay out for a claim? What was the cost to TfL administratively for managing these claims in the last three years that figures are available? What was the budget for fixing potholes in the last three years that figures are available? What is the budget for fixing potholes this current year? How much did you spend on fixing potholes in the last three years that figures are available? How many potholes were fixed in the last three years that figures are available? How many repairs were prompted by complaints? How many repairs were because of the council's own survey work? Did TfL develop its own process for managing pothole claims, e.g. the development of a form to report claims, standards in terms of timely responses etc.

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Our Ref:         FOI-3357-1920

Thank you for your request received on 31 January 2020 asking for information about potholes.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we hold some of the information you require. You asked:

1.    How many claims did TfL receive for compensation for pothole damage in the last three years that figures are available?

Our claims handler, Gallagher Bassett, processed 654 pothole related claims between 1 January 2017 and 31 December 2019.

2.    How many of these claims did you pay?

Of these claims, compensation was paid in 34 of them. Highway maintenance on the TLRN is carried out under the London Highways Alliance Contracts (LoHAC), if there is an alleged or possible failure that would lead to a compensation claim, that claim would be passed to the highway contractor to handle. We do not hold information on which of those are paid or how much is paid out.
3.    What was the cost to you for claims in the last three years that figures are available?

The total costs for the claims processed by our claims handler for this period was £88,061.33 in relation to potholes. This includes all legal and investigation costs as well as compensation. This does not include any claims passed to the highway contractor who may settle a claim.

4.    What is the average pay out for a claim?

The average sum paid in compensation including claimant legal costs is £1,195.73.

5.    What was the cost to TfL administratively for managing these claims in the last three years that figures are available?

We do not hold this information as we do not record how much time is spent on specifically processing pothole claims. These tasks form part of a typical working day.

6.    What was the budget for fixing potholes in the last three years that figures are available?
7.    What is the budget for fixing potholes this current year?
8.    How much did you spend on fixing potholes in the last three years that figures are available?

We do not hold this specific information as we do not separate our budget or spend specifically for potholes as this is covered by the lump sum payments made to our contractors as part of LoHAC.

However, we can provide you with our total cost of all highway defect routine repairs and emergency call out repairs for the last three completed financial years,

2016/17 - £11,900,080
2017/18 - £ 9,386,578
2018/19 - £ 8,809,188

9.    How many potholes were fixed in the last three years that figures are available?
10. How many repairs were prompted by complaints?
11. How many repairs were because of the council's own survey work?

Data from our Asset Management Systems shows that 16,829 potholes were fixed between 1 January 2017 and 31 December 2019.

We do not receive specific details from our contractors on how many pothole repairs were specifically initiated as a result of a customer complaints or whether it was the result of an inspection.

12. Did TfL develop its own process for managing pothole claims, e.g. the development of a form to report claims, standards in terms of timely responses etc.

Our approach to potholes is in line with UK and some international risk management processes, and is soon to be in line with the updated well managed highways guidance provided by the Department for Transport. In addition, we have our own standard process for managing all claims made to TfL including potholes.

We launched Street Care in December 2019, a new service that makes 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: https://streetcare.tfl.gov.uk/.

If this is not the information you are looking for please feel free to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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