How can I comment on the service I have received? How do I report a hazard on the road such as a tree County Council aims to give a high standard of service to everyone. Your views are important. We want to know when branch or oil spillage? we are doing things right or if we have made a mistake, so that we can improve. Detailed information on how to comment on our service can be found on our website: www.somerset.gov.uk/feedback

Or you can telephone on 0845 345 9166 or write to us by post or drop into a Council Information Point.

We promise... - to pass on a compliment or a comment. Compliments and comments help us plan our services and improve our performance. We'll make sure all comments are used to benefit services.

- to take all complaints seriously. We're sorry if you're not happy with us, and we want to put things right if we possibly can. We know that complaints give us valuable feedback and help us to improve our services - we want to listen and learn.

Working Together for Equalities

Highways Group 42 Upper High Street

TAUNTON Somerset TA1 3PY Oct 2011 Telephone: 0845 345 9155 CSS073 Email: [email protected]

How do I report a hazard on the road, e.g. a tree branch What does the service do? or an oil spillage? We respond to requests for assistance from the Police and the Telephone the Somerset Direct Roads and Transport number on public during normal working hours, and the Police outside of 0845 345 9155 (24hrs) and speak to a customer advisor. normal working hours, to remove hazards from the highway to ensure the safety of road users. This may include removing overhanging vegetation, attending the What do you expect from me? scene of a road traffic accident, attending to minor non-hazardous • Your name and telephone number, in case we need to spillages on the highway and dealing with minor flooding problems contact you. during the normal working day. • The location of the hazard including the road name. • Is it in the footway or carriageway? What else do I need to know? • Is it outside a specific property? You can write to or email your local highway office, or visit in person. We are open as follows: What can I expect from this service? Mon – Thurs 8.30am – 5pm The Highways group has the following service standards … Fri 8.30am – 4.30pm When You We Will Standard Report a Inspect within 24 Removal timescale is • Mead Avenue, Houndstone Business Park, Yeovil BA22 8RT hazard on hrs or sooner if it is decided in accordance with [email protected] the highway/ an emergency the Highways Safety • Wells Road, Glastonbury BA6 9AS footway situation Inspection manual [email protected] • Burton Place, Taunton TA1 4HE In addition Somerset County Council will … [email protected] • Deliver services as promised and deal with any problems • Mart Road Industrial Estate, Minehead TA24 5BJ that may arise. [email protected] • Respond quickly to service requests without passing you on • Dunball Industrial Estate, TA6 4TP to multiple members of staff. countyroads-@somerset.gov. • Give you accurate and comprehensive information and keep you informed of progress. • Treat you professionally, fairly and without prejudice. • Ensure our staff are friendly and polite and sympathetic to your needs.