Agenda item

Cllr Andrew Gant, Cabinet Member for Transport Management, Paul Fermer, Director of Environment and Highways, and Sean Rooney, Head of Highway Maintenance and Road Safety, have been invited to present a report on FixMyStreet.

The Committee is asked to consider the report and raise any questions, and to AGREE any recommendations it wishes to make to Cabinet arising therefrom.

Cllr Andrew Gant, Cabinet Member for Transport Management, Paul Fermer, Director of Environment and Highways, Sean Rooney, Head of Highway Maintenance and Road Safety, Paul Wilson, Operations manager (Operations), and Matthew Timms, Team Leader (Engagement) – Highway Maintenance, were invited to present a report on FixMyStreet.

The Head of Highway Maintenance and Road Safety introduced the FixMyStreet item, explaining that the platform enabled the public to report highway defects and issues, and had seen around 41,000 reports since January. While acknowledging the system’s imperfections, he emphasised its role within a wider transformation programme aimed at improving customer experience, with several workstreams underway to address known issues. Ongoing collaboration with colleagues was highlighted, alongside recognition that not all users were satisfied with the service.

Reports from residents about submissions disappearing, allegedly due to a system “cleanse,” were discussed. The Head of Highway Maintenance and Road Safety confirmed that a cleansing exercise had taken place, typically closing older reports that had been inspected multiple times or were no longer relevant. He clarified that closures could also occur if issues were moved to planned works or deemed not immediate safety concerns but acknowledged confusion over language and process.

The committee discussed the report’s reference to “disproportionate reporting by high active users.” Officers clarified that active reporting by residents was encouraged and valued, and that the phrase referred to data analysis for benchmarking and understanding usage patterns, not to discourage participation. The aim was to ensure satisfaction and usage statistics were interpreted in context, recognising that some individuals or areas might report more frequently.

The process and uptake of becoming a FixMyStreet super user were examined. Members noted that some individuals completed training but did not become active super users and requested figures on this. Officers indicated that the exact numbers would be checked and reported back, but noted a significant increase in super users, with around 220 across the authority. The need for clarity and improvement in the process and follow-up for trained super users was acknowledged.

Suggestions were made to authorise other authorities in the county to act as “super users” under Section 42 agreements, as Oxford’s Street cleansing teams currently do. Officers explained that Oxford City Council’s ODS operated under a legacy Section 42 agreement for maintaining unclassified roads, and that similar arrangements with other districts would require those authorities to approach the county. ODS used a slightly different version of the FixMyStreet platform, and any expansion of delegated reporting or inspection roles would depend on legal agreements and district willingness.

Cllr Mallon left the meeting at this stage.

The use of aerial mapping and the WhatThreeWords system to improve defect reporting accuracy was discussed. Officers confirmed that WhatThreeWords had been used for some time and was valuable for pinpointing locations. Ongoing work with the platform provider aimed to integrate new technologies, including mapping and geotagged photos, as part of broader efforts to enhance reporting accuracy and efficiency.

Concerns were raised about potholes being repaired multiple times, with specific examples cited. Officers acknowledged the issue, explaining that repeated repairs were sometimes necessary due to location, network usage, or the need for interim fixes before permanent solutions. Inspection rates had been increased, and different repair techniques were used depending on the situation to improve long-term outcomes.

The committee explored whether officers routinely assessed surrounding areas for additional safety-related defects when repairing known problems. Officers explained that a "find and fix" approach was used where appropriate, but repairs were prioritised based on risk and contractual criteria. Expanding the scope of repairs could impact efficiency and resources, and contractors were instructed to fix only those defects meeting intervention criteria.

A case was described where a resident’s defect report was closed on FixMyStreet but resolved within 24 hours after calling the emergency line, highlighting a communications gap. Officers acknowledged the need for improved communication and stated that efforts were underway to enhance updates and explanations for residents, including better use of FixMyStreet notifications and clearer messaging about report closures.

Cllr Thomas left the meeting at this stage.

The prioritisation process for FixMyStreet reports and reasons for delays before works were carried out were explained. Defects were triaged according to risk, with urgent hazards assigned a two-hour or 24-hour response, while most repairs fell under a 28-day contractual timeframe. Reports were inspected within ten days, and if marked for repair, the total turnaround could be up to 38 days. Not all reported defects qualified for immediate action, as repairs depended on intervention criteria and available resources.

The possibility of giving highways crews more latitude to fix additional defects noticed while on site was discussed. Officers responded that some flexibility existed for urgent or dangerous defects, but generally, crews were not given free rein due to resource constraints and risk-based policies. New methods and technologies were being explored to improve efficiency, and the contract allowed for some expansion in the size of repairs undertaken in a single visit.

Improvements to the process for submitting FixMyStreet tickets were considered, including requiring photos for certain categories. Officers explained that while photo submissions were encouraged, they could not be made mandatory for all categories due to safety concerns. Conditional requirements for photos could be explored for safer categories, and ongoing improvements were being considered, including digitalising inspection routes and enhancing communication with residents.

Cllr Baines left the meeting at this stage.

Concerns were raised about the frequency and quality of inspections, particularly in the city, and difficulties in training as a super user. Officers responded that Oxford Direct Services (ODS), under a Section 42 agreement, were responsible for inspections and maintenance in the city, working to county policies and specifications. Concerns were acknowledged and would be taken up with city colleagues, though performance monitoring of ODS was beyond the immediate remit of the meeting.

Communication with local councillors regarding major issues, such as flooding caused by a fractured county pipe, was discussed. Officers explained that ODS operated under county policies and inspection regimes, with performance managed through a legal agreement with the city. Officers agreed to follow up with city colleagues about monitoring ODS’s performance and encouraged councillors to contact the head of service directly for major concerns. Specific issues would be taken away for further review and response.

The Committee AGREED to recommendations under the following headings:

• Explore greater "find and fix" powers, including considering a trial similar to Devon County Council’s approach.

• Increase the percentage of works that are quality assured, reviewing the current 20% level.

• Set a target to increase the use of FixMyStreet as a reporting tool, as the current 25% usage was considered too low.

• Improve communication with the public about the criteria for pavement repairs, as residents often do not understand why some pavements are not fixed.

• Use FixMyStreet to update residents, especially regarding temporary repairs, and keep notifications active until permanent repairs are completed.

• Provide clarity on the process for becoming a trained super user and what happens after training.

• Consider requiring photos for certain categories of reports where it is safe and practical, to improve the quality of initial submissions.

• Consider marking additional defects with spray paint to show residents that issues have been noted, even if not immediately fixed.