Skip to content

Help and support

Did you know that most issues can be resolved online? It’s the quickest and most convenient way to get help.

Search our site

Frequently asked questions

  • Reporting problems

    How do I know which council to contact - is it district or county?

    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.


    How do I make you aware of an emergency on the highway?

    An emergency should be reported by calling us on 0345 155 1004.

    An emergency on the highway is defined as something that is very likely to present an imminent threat to life or serious injury or serious damage to property.

    How do I advise you if a hedge is not my responsibility?

    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.

    How do I report a pothole?

    How do I find out why a pothole I reported has not been repaired?

    If you supplied your email address you will receive an email explaining what action has been taken with your report.

    If you did not supply your email address but have the reference number, please use our tracker service or use our live chat facility.

    If you did not leave your email address or do not have your reference number you can receive an update using our live chat facility or using our contact us form.

    How do I find out what the criteria are for fixing a pothole?

    How do I report a faulty streetlight?

    How do I find out who is responsible for the maintenance of a road?

    Please visit our open data page.

    How do I tell you about a problem on the highway?

    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 manhole 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.

  • Roadworks

    How do I tell you about incorrect or missing roadworks signs?

    Please contact us via our live chat facility or our contact page.

    How do I tell you about a concern with a diversion route?

    Please contact us via our live chat facility or online form.

    How do I access my property during roadworks?

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

    Why do we have to close the road?

    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.

    Why is there such a long diversion route?

    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.

    How is local traffic being handled?

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

    How do I find out about current or planned roadworks in Devon?

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

    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.

  • Licences and applications

    How do I apply to close a road?

    You will need to apply for a temporary traffic restriction.

    Do I need permission to work on the highway?

    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.

  • Parking

    How do I report a concern about pavement parking?

    Please use the online form on our pavement parking webpage.

    How do I appeal a parking ticket?

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

    How do I report cars that are parking outside my house without a residents' permit?

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

    How do I report that someone is parking in my disabled bay?

    Only formal bays (a bay where there is a restriction plate showing the blue disabled symbol mounted next to it) can be enforced by civil enforcement officers. Disabled bays are not for individual use and any blue badge holder can use them.  Please be aware that we do not offer a call-out service in response to any reports.

    No action can be taken if the disabled bay is advisory. More information is available here.

    How do I report illegal parking where I live?

    You can use our online form to report a parking problem.

    Please note that only problems with on-street parking restrictions should be reported using this form.

    Why is my address not offering my any permits?

    Whenever you’re thinking of moving into a house in a residents’ scheme area don’t assume that you will be able to have a parking permit, especially if the property is a flat, bed sit or studio in an older property that has been divided up or very recently built.

    Planning conditions may apply that exclude the property. Speak to the existing resident or check our list of eligible addresses list  on our On-street parking – Facts and Figures ( page.  If still in doubt email  before you commit to a purchase or tenancy agreement in residential permit controlled parking and want to use on street parking spaces.

    If you have just moved into a property or are about to and you are not being offered residents permits online, the most common reasons for this are:  the former occupants have not cancelled their permits,
    the address is not eligible or not in a zone, or if it is a house of multiple occupancy, other current tenants have taken up the permit allocation already.

    New applicants are requested to provide legible scanned or photographed copies of documents confirming purchase or tenancy via email to  Upon receipt this will be checked by us, and any permit held by a previous occupier cancelled.

    We will email you back to confirm the allocations have been updated/released and if permits are available to buy.


    What happens if I change my vehicle?

    IF you have a digital parking permit, you should use the manage digital permit option on your MiPermit account to cancel your current permit and buy a new one for the new car registration number. Unused months on the old permit will be refunded to you.

    We can only action requests for changes to paper permits from the named permit holder on our database, please email with details of the active permit number, permit holders name and address, current registration number and the new registration number.

    Please include a photo of the current permit, showing the permit cut into 4 quarters so we know it can no longer be used.  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 the permit and you will be required to pay the full charge for a new permit. A new permit will be 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 delivery of your next permit.

    What do I need to do with my permit, I am moving to a new address?

    If you use an e-permit you should cancel that permit via your MiPermit account when you change address. Unused calendar months will be refunded to you.
    If you have a valid paper permit and move address you should email with your moving date with an attached photo of your permit cut into 4 pieces, or return your permit by post to Parking Services – Permits, Devon County Council, PO BOX 811, Exeter, EX1 9WA.

    Can I transfer my remaining permit time to my new address?

    No. Permits are specific to that property’s address and to the vehicle registered at that address with the DVLA. You can’t have more than one active permit at any time.

    Digital Permit holders can only have one active account for their address at a time.  If you move, you need to close one account and open another for your new address.

    What happens if I need a temporary permit while my vehicle is being repaired?

    If your vehicle is being repaired and that work is likely to take more than 2 days to complete, we can issue a ‘ virtual ‘ temporary permit for any vehicle you are using as a stop gap. Your own visitor permits should be used for short-term changes of less than 2 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.

    Temporary permits can be used for up to 7 days from the date of issue. Should repairs or an insurance claim be likely to take longer than 7 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 2.

    Please email 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 requesting an extension to a temporary permit, please attach your supporting evidence to your email request, and reconfirm the vehicle registration number on the temporary permit, or if a new registration number if the vehicle is changing.

    Finally, please note, 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.

    What happens when there are roadworks or closures in my road?

    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.

    Can I buy or renew my permits and pay by phone?

    We’re unable to accept card payments for paper parking permits with customers on a telephone call any more as a result of two centre security checks brought in by banks and credit cards companies during 2022 and data protection and security compliance regulations.  If we try and process payments on your behalf, the service providers may well not authorise the payment to us.  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.

    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?

    Can I transfer my permit to another person living in the property?

    No. If the permit holder no longer needs it, that permit should be returned or a photo emailed to parking services showing it into 4 pieces. It will be cancelled and then another resident in the house can buy a new permit

    How will paper POOL permit use be affected by the change to digital permits?

    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 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 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’ll need proof of address and supporting document explaining why your vehicle usage varies, such as a letter from employer if they provide the vehicles you use

    Can I have two different permit zones for my car?

    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.

    Can my address have more than 2 car parking permits?

    No. The only exception to the permit limit is when we introduce a new zone, and a household has more than two cars registered and in use e.g. 3 or 4 at their address. We will allow each car registered at the address to buy a permit provided that is done within the first 6 months of the zone starting.  This is known as a Grandfather right.

    You can have additional parking permits if you have a motorcycle or scooter which is parked in resident parking permit spaces, provided they are registered at your address.

    To maintain the grandfather right to more than 2 permits for cars, all must be renewed every year.  If any of the grandfather right extra permits is not renewed in any subsequent year, that permit right is lost reducing the property allowance by the number not renewed. If address is sold or new tenants take over the house the allocation drops back to the standard 2 permits.

    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 1st 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 is 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 e.g. Council Tax bill, tenancy, solicitor’s letter, and one for the vehicle registration number to go on the permit e.g. 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.

    Do Motorcycles need a permit to park in resident permit spaces?

    From 3rd January 2023, motorcycles/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.

    What happens if I lose or damage my permit?

    If the loss was due to circumstances beyond your control, e.g. 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, e.g. you forgot to take it out when selling car,  take it off when replacing the windscreen, or not stuck to windscreen and blown out of window, eaten by the dog etc, 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 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, e.g. 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.

  • Streetlighting

    How do I request that streetlight timings are adjusted?

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

    Why is it taking so long to fix a light in my street?

    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 use our live chat facility or submit an online form,

    How do I report a faulty streetlight?

  • Winter

    How do I find out about becoming a snow warden in my community?

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

    What roads do you grit?

    Please see our Winter FAQs

    How do I find out about bus services when it is snowing?

    Please contact the bus service provider directly.

  • Community support and self-help

    How do I find out about carrying out local minor highway works in my community?

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

    How do I find out about becoming a snow warden in my community?

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

    How do I become trained to fix potholes in my community?

    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.

  • Highways insurance claims

    Please see our Highways insurance claims page for information about how to make a claim.