What happens to reports made online?

What happens when you report an environmental problem online.

The time taken to investigate and fix a report varies depending on the type of problem.

If you made an anonymous report, we will NOT be able to send you progress updates on your report or contact you if we need further information to process your report.

See below for more information and estimated response times:

Damaged street furniture

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Dead animals

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long should it take?

As quickly as possible but removal aimed to be within 2 hours during working hours: 6.30am to 9.30pm, 7 days a week.

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, you will be sent an email when the problem has been resolved. 

Dog fouling

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long should it take?

Within 24 hours of the reports being received

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, you will be sent an email when the problem has been resolved. 

Dumped rubbish

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long should it take?

Within 24 hours of the reports being received

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, you will be sent an email when the problem has been resolved. 

Flyposting

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long should it take?

We aim to remove obscene and/or racist flyposting within 24 working hours of it being reported and all other reported flyposting within 3 working days.

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, you will be sent an email when the problem has been resolved (except for out-of-hours flyposting reports).

Graffiti

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long should it take?

We aim to remove obscene and/or racist graffiti within 24 working hours of it being reported.

We aim to remove all other reported graffiti within 3 working days.

Please note, we reserve the right to decide when to remove any reported graffiti that isn't obscene or racist, but which we consider an important issue to our residents.

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, you will be sent an email when the problem has been resolved (except for out-of-hours graffiti reports).

Gullies (drains)

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Lighting, lit signs and lit bollards

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Manhole cover

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Overgrown hedges and shrubs

What happens once I have submitted the report?

We will aim to assess the problem within 72 hours to assess whether the overgrown foliage is obstructing the road or pavement.

How long should it take?

We will inspect the problem within 10 working days and decide how urgent it is.

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Paths and pavements

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Potholes

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Recycling banks

What happens once I have submitted the report?

Your report will be sent to our waste contractor Veolia.

How long should it take?

Recycling banks are emptied weekly. If they are full, we will arrange for them to be emptied within 24 hours unless they are due to be emptied anyway the following working day.

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, you will be sent an email when the problem has been resolved. 

Road defects

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Road marking – white

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Road marking – yellow

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Signs

What happens once I have submitted the report?

We will aim to assess the problem within 2 working days and decide how urgently it needs to be fixed.

How long should it take?

  • Defects that are hazardous or serious will be prioritised
  • Hazardous defects will be repaired within 24 hours
  • Serious defects will be repaired within 7 days
  • We aim to repair non-serious and non-hazardous defects within 28 working days but, due to resources, this may take longer and we prioritise more serious defects

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

Trees

What happens once I have submitted the report?

We will aim to assess the problem within 10 working days.

How long should it take?

Once we have inspected the problem, we will let you know what action we will take. If work is needed on the tree, we will instruct our contractor. It could take up to 8 weeks to complete depending on the nature and urgency of the work needed.

How will I be kept up to date?

If you are registered with My Account or the Love Clean Streets app, we will contact you by email to let you know the result of the assessment and again when the repair has been completed.

 

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