Help and support

The following issues can be reported on our report a problem page:

• potholes
• flooding, blocked drains and standing water
• street lights, lit signs and lit bollards
• overgrown vegetation
• hazardous or fallen trees
• trip hazards
• broken inspection covers
• requests for parking enforcement
• issues on public rights of way (PROW)
• damaged or fault traffic lights
• damaged or missing roadside barriers and fences
• empty or damaged grit bins
• debris or obstructions on the highway
• ice or snow on the road
• defective white, yellow or stop and give way road markings or defective warning signs.

Please check it meets our defect criteria before reporting. If the problem is not detailed above, please use our live chat facility or contact our customer service centre.

Please visit our open data page.

Information on the responsibilities of county and district councils is available here.

If you wish to raise a complaint regarding highway service issues please see more information on our complaints page.

Complaints in relation to parking tickets are managed by the appeals process which is available here.

Please contact us via our live chat facility or by submitting a contact form. If you have a reference number please have this to hand.

Please view our report a pothole page here.

As outlined in DCC’s Highway Safety Policy, we have a thorough inspection system in place. We inspect all the roads, footways, and cycle paths under our jurisdiction with frequencies ranging from monthly to every three years, based on their maintenance category. Additionally, we assess all pothole reports submitted by the public through our website or other channels. These reports are assessed on-site by a dedicated inspection team according to the criteria set in our Highway Safety Policy, within specified timeframes. 

DCC are currently in a Term Maintenance Contract with Milestone Infrastructure Ltd. You’re able to read more about the work Milestone carry out for us on our website. During periods of high demand, Milestone may call upon their supply chain sub-contractors to assist with pothole repairs.  

Inspectors and officers have various options for specifying the right repair of potholes, from small teams fixing individual potholes on rural roads to larger crews fixing larger areas, especially where there are clusters of potholes. Repairs on busy roads may require additional traffic management i.e. stop/go boards, for the safety of road users and operatives alike. All repair methods and materials meet established national standards and certification schemes like HAPAS (Highway Authorities Product Approval Scheme), which evaluates the performance and suitability of highway products and systems in the UK. 

Every operative has been provided with extensive training to ensure they are skilled and equipped to deliver effective repairs.

In addition, the operatives are formally briefed about DCC’s specification for pothole repairs.

Repair quality is maintained through regular audits, where officers will randomly inspect completed potholes throughout the year.

If repairs don’t meet agreed standards, they are re-done by our contractor at no extra cost.

We also carefully monitor trends and inform our contractors when further investigation is required.

Performance Improvement Teams (PITs) bring DCC and Milestone Infrastructure Ltd together to address any concerns formally.

Additionally, we follow up on reports of poor-quality repairs from the public, Councillors and other officers.

All pothole reports DCC receive are subject to a triage inspection on the ground.

Those that meet criteria set out in our Highway Safety Policy will be risk-assessed to determine a suitable response time and a repair arranged.

Where potholes do not meet safety criteria, are duplicates of existing reports, or are on land DCC are not responsible for, these will be closed as ‘no further action’, and you should receive a response advising of this.

We will proactively repair potholes that don’t meet safety criteria when resource allows as we recognise the efficiencies associated with this.

However, this may not always be possible for roads where a larger scheme is required, or during exceptionally busy periods, when efforts must be focussed on those potholes that are a safety concern.

During exceptionally busy periods DCC must prioritise potholes that represent greatest risk to users of the highway and that meet criteria set out in our Highway Safety Policy.

However, when resource permits our inspection teams will proactively identify and capture nearby non-safety or ‘serviceability’ pothole defects for repair as we fully recognise the efficiencies associated with repairing these whilst we have a gang on site.

Deliberately reporting the same pothole multiple times will not result in a faster repair but may ultimately draw our inspector resource away from those defects that represent the greatest level of risk to highway users.

A significant number of all the pothole reports we receive turn out to be duplicates. You’re able to assist by checking to see if a report already exists and adding your details to it for updates.

During particularly cold periods some roads become susceptible to the ‘freeze-thaw’ process.

This occurs when water finds its way into the road through cracks and gaps, it freezes and expands and causes the material to break away from the surrounding structure.

This process repeated, coupled with vehicles passing over the top eventually can lead to the formation of potholes.

In addition, the presence of water during particularly prolonged wet spells can also lead to additional potholes.

Devon County Council works extremely hard to address the increase in pothole numbers across our roads and to ensure the safety of those who rely on the network.

This may include re-prioritising other work to mobilise additional repair gangs.

Additionally, inspectors and repair gangs will often work extended hours, including at weekends.

We also carefully consider how to use any funding DCC has received to prioritise increased patching and improve maintenance and drainage programs.

More information on this can be found at funding and priorities.

Devon County Council (DCC) has a legal obligation under Section 41 of the Highways Act 1980 to maintain our extensive highway network.

Details on how we fulfil this duty are outlined in our Highway Safety Policy. This policy includes procedures for formal safety inspections, which vary in frequency depending on the maintenance category of the highway, and the criteria for investigating defects that could pose safety risks.

These criteria align with those used by many other authorities nationwide and are part of our risk-based approach.

The service prioritises innovation and cost-effectiveness. This sees engagement and ongoing collaboration with various groups and national research bodies to explore new materials, technologies, and methods for efficiency. This includes through a dedicated internal ‘Technical Appraisal Panel’ that evaluates emerging concepts in highway maintenance.

Our focus is on sustainability and value for money. For instance, we are currently trialling a repair system called ‘Elastomac’, a mastic asphalt product made from 70%-80% recycled materials, which can be applied without excavation, reducing waste.

Our term maintenance contract with Milestone Infrastructure Ltd includes provisions to promote innovation, with joint ambitions around innovation and value for money.

See our information on how to make an insurance claim.

Roadworks in Devon that are happening now as well as those happening in the future can be found on the one.network website.

We also publish more detailed information on our roadworks page about certain roadworks that have the potential to cause significant disruption.

You can check for planned highway maintenance work on our interactive map. Please be aware that these plans can be subject to change due to unforeseen circumstances.

Please call our customer service centre.

Please call our customer service centre.

Access will be maintained for residents, however delays may be experienced due to health and safety considerations of both residents and the workforce.

We must ensure the safety of our workforce and the public. In order to comply with our safety guidelines we are unable to carry out the work under two-way traffic signals.

We have a duty to direct traffic along a similar standard of road to that being closed so that all vehicles, (including large articulated vehicles) can safely use the diversion route.

Both the official diversion route and the alternative route for light vehicles will be treated with salt during periods of cold weather.

Access to frontages (for example, businesses and properties within the closure) will be maintained, although a small delay may exist to allow movement of machinery and debris to facilitate safe passage. Emergency access will be maintained.

Information about the appeal process and how to challenge your ticket can be found on our parking tickets page.

If you have no means to submit a written challenge either by post or online due to disability or learning difficulties, we may under those circumstances be able to accept a dictated appeal.

Call 0345 155 1004, ignore option 1, stay on the line to speak with a customer service advisor and tell them what you want to tell us about why we should cancel your fine.

That will be submitted to an appeals team case officer and the decision will be sent to you by letter.

Please use the online form on our pavement parking webpage.

Please use the online form on our Report a parking problem page.

No. You can’t have more than one active permit at any time and you cannot have more than one active MiPermit Devon account. The vehicle should be registered with DVLA at the permit account’s address.

If you have already bought the 1st permit for your address, or another person in the property has bought the 1st permit for the address on a separate account, an error message in red will appear under the field where you enter your registration number advising the ‘maximum allocation being met or restrictions in place on the property’.

If you see this message go to the top of the page where it says permit type and use the drop-down to change from 1st Permit to second etc. If the error disappears your application can be submitted. IF it does not, email parkingpermits@devon.gov.uk with a screenshot of your application and the error to investigate and get back to you.

No. If the permit holder no longer needs it, paper issued permits should be returned, or a photo emailed to parking services showing it into four pieces. It will be cancelled and then another resident in the house can buy a new permit.

Digital permits should be cancelled by the holder via their MiPermit account for a pro rata refund and to release the allocation for use by another resident.

Since 3 January 2023, motorcycles or motor scooters that are parked in a resident permit bay will need to have a permit.

Additional permits are available to residents who may have a mix of cars and motorcycles used by residents of their address.

As permits can now be issued digitally, all vehicles that take up space in a resident parking bay or road need to have a permit to park.

Those who visit you and arrive by motorcycle also need to have a visitor permit assigned to their motorcycle for the duration of their visit. Either from the allocation of digital visitor hours or by means of a scratchcard. The latter may be difficult to securely fasten.

Motorcycles left in spaces under protective covers, may we remind you that you are legally obligated to ensure that the registration plate is not obscured from view.

If you have a digital permit already , you  can update your permit account with the temporary car’s details.

Login online to your MiPermit account and use the Manage Digital Permits option to edit your permit registration number to show the new details. Remember to change back when your own vehicle is returned.

If your permit has been issued on paper and your vehicle is being repaired we can issue a ‘virtual’ temporary permit for any vehicle you are using as a stopgap. Your own visitor permits should be used for short-term changes of less than two days or the vehicle parked in non-permit only parking spaces. A virtual permit means that the replacement car’s details can be found on the enforcement officer’s devices showing that the car has a valid permit and the expiry date without the need for you to display a physical permit.

We can only action requests for a temporary permit from the person named as the permit holder on our database, and holding a valid permit at time of request.

We can issue temporary permits for you which can be used for up to 14 days from the date of issue. Should repairs or an insurance claim be likely to take longer than 14 days, we may extend that initial permit for you, but would need to see some supporting documentation from the garage or your insurers confirming the extenuating circumstances and need for the permit to be extended.

You cannot have a temporary permit for a courtesy car if your own car is still parked on the road in your zone, pending removal, repair or settlement of an insurance claim. We are unable to exceed the allocated number of permits per address. In most cases, but not all the allocation of permits allowed is two.

Please email parkingpermits@devon.gov.uk with details of your permit number, name and address, current registration number, the temporary registration number and the reason why it is needed, for example, breakdown or accident. If possible, please attach a photo of any agreement or hire confirmation showing your details and temporary car details as supporting evidence to your email request.

When it is necessary to close residential streets or temporarily suspend parking, it is the responsibility of the residents to find alternative parking.

While not as convenient, permit holders can use any other road in their permit zone to park until work is completed.

Use our Devon Traffweb parking map to:

• view traffic restrictions
• find resident permit bays or pay and display parking

We are not responsible for any additional costs arising from a permit holder choosing to use a space or car park where parking charges apply.

If you already have been given permission to use POOL permits issued on paper to your address, you will still be able to have a digital POOL permit that you can use in differing vehicles.

If you’ve not heard from us before, when you receive  a reminder notice that your permit is coming up to its expiration date, please contact the parkingpermits@devon.gov.uk mailbox and we will advise you of how we can set up your permit account for you to manage changes of registration numbers via your account.

We’re unable to accept card payments for paper parking permits with customers on a telephone call any more as a result of enhanced security checks brought in by banks and credit cards companies during 2022 and data protection and security compliance regulations. I

Whilst we appreciate this is inconvenient for our customers, we’re required to work to the regulations which are designed to protect your personal information and your financial security.

We can accept applications and payments by cheque or postal order sent to us by post. See How do I buy or renew my permit if I don’t have internet access, so cannot pay online or prefer to pay by cheque?

Please bear in mind that paying by post will delay the issuing of permits for your use. To avoid delays, consider asking a family member, trusted friend or neighbour or a care provider if you have one, if they may be willing to do it for you online.

There is free internet access available to all in local libraries and a staff member may be willing to assist you.

We still accept cheques and postal orders, but please check how much your permits will cost.

The first permit for the address is £35, but additional permits will cost more based on emissions. Send your payment for the right amount made payable to Devon County Council, to Permit Services, Devon County Council, PO Box 811, Exeter, EX1 9WA.

If your payment does not cover the full cost of your permit request, we will have to return your application documents and payment to you, delaying your order further. Overpaid requests will also be returned.

If you are a new applicant, please enclose a short note with your name, address, postcode, phone number and the vehicle registration number of the vehicle the permit is for.

If you need more than one permit or also wish to buy visitor permit books, please tell us what you need and ensure your cheque amount is enough to meet the cost of your order.

You will need to provide a copy of one document in your name as proof of address, for example, Council Tax bill, tenancy, solicitor’s letter, and one for the vehicle registration number to go on the permit, for example, V5C or vehicle insurance document.

If you wish to renew a current resident or business permit, please ensure that you contact us before your current permit expires.

Return to us, your reminder letter, your proofs and your payment, and we will renew the permit for you. If any of the details on your reminder letter have changed in the previous period make sure you tell us what you would want to be altered.

If renewing an essential visitor permit and you are a blue badge holder, please provide a copy of your badge or if unable to do so, tell us the badge number and its expiry date.

Please tell us your email address if you have one and a contact number, in case we need to contact you with a query relating to your permit order.

Remember, you must have a valid permit to park in any resident only space and failing to do so, may result in a parking fine.

If the loss was due to circumstances beyond your control, for example, theft, car accident, the council may waive the cost of a replacement permit for the remaining period of time left on the original permit. We may ask you to provide supporting evidence to show it was not your fault.

If the loss could have reasonably been prevented, for example, you forgot to take it out when selling car, or when replacing the windscreen, or it had not ben stuck to windscreen and blown out of window, then you do need to pay for a new permit which will be valid for a full year from the date of issue.

Please email parkingpermits@devon.gov.uk with your name, address and permit number and tell us why you need a replacement permit or report it lost so we can allow you to buy a new one.

In the case of a replacement being needed due theft or accident please provide supporting evidence of this, for example, crime log number or insurance letter.

You are required to clearly display a valid parking permit when using a permit only space during its times of operation. You may receive a Penalty Charge Notice if you do not.

You will need to find alternative parking or use any visitor permits you may have whilst waiting for delivery of your next permit.

If you have a digital permit account with MiPermit, you can cancel your resident permit via the manage digital permit options in your account. Select the permit details and use the cancel permit red button to cancel that permit.

If you have bought some digital visitor permits and wanted to have visitor scratch card permits instead, we cannot transfer that payment and send a book of permits instead.

Please email parkingpermits@devon.gov.uk to cancel those permits and trigger a refund to you of the amount paid. Customers can then buy a new book of permits via their account.

Any unused digital visitor hours left on your account can also be cancelled and refunded upon request should you change address or no longer require these permits.

If you are a paper permit holder we can cancel permits when we receive sight of the permit cut into quarters, attached to an email requesting cancellation. The request must come from the named permit holder for us action it.

Permits cannot be transferred to new named holders, any paper permit cancelled is non-refundable if part used as is stated in our terms and conditions at time of purchase.

Customers can call 0345 155 1004. Use the stay on the line option for other enquiries to speak with a customer advisor.

They will be able to find the PCN reference number from the vehicle registration number, but they will not be able to provide advice or any other information.

Alternatively, email parkingservices@devon.gov.uk  with the registration number and date or place where you believe a fine was issued. We’ll email you any linked PCN number and links to our online forms to pay or appeal.

The Council can serve a PCN by post when a CEO has processed the PCN but was prevented from attaching it to vehicle by someone or the vehicle was driven away. Or, for a contravention captured by an approved CCTV device being used to enforce moving traffic restrictions.

These PCNs will be prefixed YD2 or YD4 and sent to the address of the registered keeper on file with the DVLA on the date of the contravention. They are liable for the fine even if not the driver at time of contravention.

The PCN will contain details on why it has been issued and how to pay or dispute it.

A PCN served post cannot be informally challenged,  you should submit a formal representation if you believe the PCN has been unfairly issued.

You do still have an opportunity to pay at a discounted price. You have 14 days for YD2 PCNs or 21 days for YD4 PCN’s.

If you submit an appeal within the 14/21 days, you will protect the discounted price should your representation be rejected. If rejected, you can either pay or appeal further to the Traffic Penalty Tribunal. The letter of rejection will contain the details of how to do so.

If contacted by agents for Ross & Roberts or Bristow & Sutor about an unpaid fine, that you don’t recall, the most common reason for this is out of date keeper details at the DVLA. Updating your drivers licence after moving does not update the keeper details for the vehicle.

If you moved address after the date the PCN was issued this may mean that the three letters issued by the Council in the months before passing the case to bailiffs were delivered to an old address.

Please contact parkingservices@devon.gov.uk by email with your case reference number and contact details and we’ll contact you with advice on what you can do next.

Letters relating to parking fines are solely the responsibility of the named addressee. Neither you or your address will be adversely affected by any actions taken to recover any owed monies.

If the agent is satisfied the named person is no longer residing at the address, they will conduct new searches for that person’s new address and update their records.

The Council can only use the address provided to it by the DVLA for the registered keeper responsible for the fine to issue its notices and letters. Please return any letters received (unopened) to the Council.

We cannot update or remove addressees from our database to stop sending out letters without proof of new ownership or tenancy being provided to us.

If you have a paper permit, please email us a photo of the current permit, showing the permit cut into four quarters so we know it can no longer be used:  parkingpermits@devon.gov.uk

A replacement permit will be provided for the remaining time on your permit at no charge.

However, if you are unable to provide proof that the current permit cannot be used any more, we will have to cancel that permit and you will be required to pay the full charge for a new permit valid for 12 months from the date of purchase.

Requests received by email are usually actioned and posted out within 24 hours of receipt. Requests received outside office hours will be actioned on the next working day.

You are required to clearly display a valid parking permit or have a valid digital permit when using a permit only space during its times of operation. You may receive a Penalty Charge Notice if you do not.

You will need to find alternative parking or use any visitor permits you may have whilst waiting for the delivery of your next permit.

All addresses on the eligible address list are detailed in the Traffic Regulation Order and it is not possible for Officers to add an address without undertaking a wider consultation with all the residents of the zone.

Any address created after a scheme has already been started will be excluded from the eligibility list.

You can report a faulty street light here.

Any requests to adjust timings can be made via our online contact form.

Most faults are repaired within 10 working days. Electrical faults can take up to 12 weeks to repair, especially if the light is on a main road as traffic management will need to be arranged.

If this still does not answer your question, please call our customer service centre

Yes, you do. You may need to apply for a licence depending on what work you want to carry out. Please see our make a request page for more details.

You will need to apply for a temporary traffic restriction.

There are lots of opportunities to get involved with highways self-help schemes. Find out more by visiting our self-help and community support page.

Find out more about the opportunities available by visiting our self-help and community support page.

Visit our communities website and find out how to get involved.

Please contact the bus service provider directly.

Visit our communities website and find out how to get involved.

Please see our Winter FAQs