What is the Highways reporting tool?
Our highway reporting tool is an online resource that allows you to log an issue affecting the highway network in Cambridgeshire. It is sometimes referred to as Report It. Our highways team use this system to track all work, planned and reported.
The tool is not for reporting an emergency that poses an immediate danger to the public, please read and follow guidance on reporting a highways emergency
How do I log an issue?
- Go to Highways reporting tool (Report It Cambridgeshire County Council)
- Zoom into the map or use the search bar on the top right to find a road or location.
- Click on the map location where the problem is. A circle marker will appear on map and the ‘Report a problem’ panel will show.
- Complete the 'Report a problem' panel fields and provide as much detail as possible. Photographs in formats; JPG, JPEG, and PNG can be uploaded. Please note, you will only receive email message updates about your reported issue if you provide a valid email address.
- Click submit report. You will see an onscreen confirmation message.
Example system image below of the circle marker that shows when you are choosing the location of the issue to report.
Issue case types
To ensure the correct team are informed, issues are categorised by type. When you log an issue you choose a main and sub case type.
The County Council is not responsible for dealing with all case types listed. When you log an issue, if the service is delivered by other suppliers, you will be given the contact details needed to reach the right organisation. For example, streetlight issues are covered by Balfour Beatty. These cases are not logged in the highways reporting tool system.
To see the full list of case types and who is responsible please view or download the document below.
How will I be kept up to date?
As we continue to improve the customer experience for you, it is key that we communicate openly and transparently. The details below outline the messages you can expect to receive when an issue is logged using the highways reporting tool.
No email address provided
If you do not add an email address when reporting the problem, you will not receive a confirmation email or updates from the Highways Maintenance Officer (HMO) managing your report. For updates you will need to check the marker status on the highways reporting tool map.
If you leave a telephone number, the HMO may call you for more details when they are inspecting the site.
Email address provided
If you give your email address you will receive a confirmation email and follow up messages, as outlined below.
| Process stage | Type of contact | Sender email address and subject | Information summary |
| Resident submits report online | Automated email from system | Email sender is donotreply@highways.cambridgeshire.gov.uk and subject is Cambridgeshire County Council Highways Report [Reference Number] | Confirmation email to acknowledge submission of report. Includes reference number and timeline of expected updates. |
| Work order raised | Manual email from CCC HMO sent from within the system. | Email sender is donotreply@highways.cambridgeshire.gov.uk and subject is Cambridgeshire County Council Highways Report [Reference Number] | Confirmation that a works order has been raised to fix the issue within our SLAs for type of defect. |
| Work complete | Automated email from system | Email sender is donotreply@highways.cambridgeshire.gov.uk and subject is Cambridgeshire County Council Highways Report [Reference Number] | Confirmation that work has been completed for your reported issue. |
| Resident chases issue reported | Manual email from CCC HMO sent from within the system. | Email sender is donotreply@highways.cambridgeshire.gov.uk and subject is Cambridgeshire County Council Highways Report [Reference Number] | Provide status update including outcome of first inspection and the next steps to be taken. |
Issues reported using the online tool are assessed within 10 working days. Not all issues logged will meet our intervention levels or be resolved without more information from other council departments or external organisations.
In these situations, our highways officers will send manual email messages with your reference number in the subject line. The messages will explain the status and the next steps to be taken. This is relevant for:
- Defect/issue does not meet our required intervention level
- Defect/issue is logged against a privately owned asset
- Defect/issue has not been addressed by a private landowner and enforcement procedures are in place
- Defect/issue is logged against an asset that is the responsibility of another organisation e.g. a utility company
How do I check the status of my reported issue?
If you gave an email address when you reported the issue, please check your email account including your junk/spam folder to see if you have any recent updates.
Follow these steps to check status online:
- Go to Highways reporting tool (Report It Cambridgeshire County Council)
- Zoom into the map or use the search bar on the top right to find the location of your reported issue.
- Click the headset icon marker on the map. The issue summary panel will show. The status will update through the process; Report Logged, Investigating, Works Ordered and Closed.
- Closed issue markers will show on the map for two weeks before being removed.
Example system image below of headset icon marker showing location of a closed reported issue.
What other information can I see on the map?
As you zoom into areas on the highways reporting tool map, you will see certain locations within the map have been highlighted and labelled e.g. Resurfacing.
This is where we have a planned maintenance project due for delivery, you can find out more about the different projects and when it will be delivered, visit capital maintenance programme.
Example system image below of resurfacing maintenance project highlighted and labelled.
Contact and support
If you have any problems using the online highways reporting tool, ask a family member or friend to assist you. Alternatively, please get in touch with our contact centre on 0345 045 5212.
Please check your junk/spam email folder before contacting us.
