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Hertfordshire County Council

Tell us about problems on roads, pavements or footpaths. Such as overgrown hedges, fallen trees, blocked drains or floods.

Why we need your information

The data on this form is being gathered for the purpose of managing highways fault reporting. Hertfordshire County Council will use this information to ensure all contacts (including calls, emails, online contacts and webchats) are managed effectively to assess (and where appropriate) resolve highways faults.

As a Local Authority Hertfordshire County Council has a responsibility to manage your data securely for the purposes of fault reporting under the Highways Act 1980.

The information you have provided will be used to allow us to fulfil these duties and  responsibilities.


What we will do with your information

The information you give us will be processed by Serco under contract to the Customer Service and Highways teams of Hertfordshire County Council (HCC) and will only be used to provide the service you are contacting us about. This will be shared with HCC’s highways contractors (Ringway and Opus/WSP) in order to deliver any services.

Where your contact is the responsibility of another organisation to answer (eg district and borough council) we will share your information with them so that they can respond.

We may also share information with third parties if we are legally obliged to do so, for example if it necessary to safeguard or protect a child.

We may also share information with the police or other agencies if it is necessary for the following purposes:

a)       the prevention or detection of crime

b)       the apprehension or prosecution of offenders

c)       the assessment or collection of any tax or duty or any imposition of a similar nature


How long we will keep your information

The contact information that you supply to us will be kept on file for twoyears.

What are your rights?

Hertfordshire County Council will be the Data Controller for this information.

You have a number of rights over the data we collect and hold about you.

  • You have the right to be informed about what information we hold about you and how we use it.
  • You have the right to request copies of any information the Council holds about you by making a subject access request.
  • If information we hold about you is factually inaccurate you have the right to have it corrected.
  • You have the right to object to the way we are using your data.
  • You have the right to request that your data is deleted. However we may be unable to delete your data if there is a need for us to keep it. In this case you will receive an explanation of why we need to keep the data.
  • You can also request that we stop using your data while we consider a request to have it corrected or deleted. There may be some circumstances in which we are unable to do this however we will provide an explanation if this is the case.
  • In certain circumstances you may also request data we hold about you in a format that allows it to be transferred to another organisation.
  • In the event that decisions are taken using automated processes you have the right to request that these decisions are reviewed by a member of staff and to challenge these decisions.

If you would like to request copies of your data, request that your data is deleted or have any other queries in relation to data which the Council holds about you please contact the Data Protection Team.

Data Protection Team

Hertfordshire County Council
County Hall
Pegs Lane
SG13 8DQ

Tel: 01992 588099


You can also contact our Data Protection Officer at or in writing to the address above.

If you are unhappy with the way that Hertfordshire County Council has used your data or with the way we have responded to a request you also have the right to contact the Information Commissioner’s Office .

If a fault has already been pinpointed on our map, you can check its progress, get the case reference number or 'subscribe' for email updates on the fault. There's no need to report it again.


How we prioritise repairs

We can't guarantee all the faults you report will get repaired. We prioritise repairs based on:

  • whether the fault is a safety hazard (as determined by our inspection manual)
  • the type of road
  • budget availability
  • any upcoming work we've got planned in the same area.

Timescales for road repairs


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