Our definition of a pothole
A pothole is a bowl-shaped depression in the surface of a road or pavement caused by traffic and weathering. It forms when water gets into cracks in the surface and weakens the layer beneath. As vehicles pass over the affected area, the surface breaks down, creating a hole.
We use a risk-based approach to managing highway defects. Defects are assessed according to the level of risk they pose to road users and the wider network.
Defects that present an immediate danger or cause serious disruption are treated as emergencies and require urgent action.
Defects that could affect the safe use of the highway or cause significant inconvenience are prioritised for repair. Depending on the level of risk, repairs are carried out within 5 or 20 working days.
Some defects do not yet meet the threshold for repair. These are recorded and monitored through routine inspections to ensure they do not deteriorate and require further action.
What we are doing to tackle potholes
As well as repairing potholes, we work to prevent them from forming. Our annual surface dressing programme and targeted drainage improvements help protect road surfaces by preventing water from getting into the carriageway. These treatments extend the life of roads and reduce the likelihood of potholes developing.
This preventative approach helps us:
- keep roads in better condition for longer
- reduce the need for future repairs
- make the best use of available funding
- improve safety for road users
- reduce disruption from roadworks
By combining planned maintenance with reactive repairs, we can improve the resilience of the highway network and provide better long-term value for residents and businesses.
Evidence of this approach can be seen in the reduction in potholes identified across the network in recent years. We recognise that prevention provides a more sustainable and cost-effective solution than relying solely on reactive repairs, while reducing roadworks, minimising congestion and improving public confidence in the condition of our highways network.
Reporting potholes and highway defects
Members of the public can report potholes and other highway defects through Cumberland Council's website or by contacting the Highways Hotline during office hours, Monday to Friday, 8:30am to 5pm, excluding bank holidays.
When reporting a defect online, residents can provide details of the issue, mark its location on a map, including using what3words, and upload photographs or other supporting information.
All reports are reviewed by the Highways Teams and prioritised using our risk-based approach. This helps ensures defects that pose the greatest risk are addressed first.
Residents receive updates on the progress of their report, helping them stay informed throughout the process.
What happens after a pothole is reported
When a pothole or highway defect is reported, we first review the information provided. If photographs are included and the defect requires action, a repair request is raised and passed to the appropriate highways team.
If the defect does not meet the council's repair criteria, the report is closed and the resident is informed.
Where photographs are not provided, an inspector may visit the location to assess the defect. If repair work is needed, the defect is prioritised using our risk-based approach and assigned the appropriate response time.
This process helps ensure that defects posing the greatest risk to road users are addressed first.