Listening to you

We have listened to your concerns and launched a set of resident guarantees focused on what matters most to you. 

7 rings

Call us on 020 8871 6000 and a member of staff will pick up in 7 rings.

Our phone line is open 9am to 5pm, Monday to Friday, except bank holidays. 

7 days

Graffiti removed in 7 days

We will remove graffiti within 7 days if it is on Council-owned property, private property, and commercial property and can be seen from the road. We will also investigate reports of graffiti in other places and remove it if we can. If graffiti is on a private property we will need to write to the owner for consent for removal.

Report graffiti using our online form.

Broken street signs replaced in 7 days

Tell us about a broken or damaged street name sign that is no longer readable or functional and we will install a new one in 7 days. 

Report broken street signs using our online form.

Dangerous potholes fixed in 7 days

We want to know if there is a dangerous pothole that needs urgent attention.

Make a note of the location and description of the problem and report the pothole using our online form.

Our team will examine potholes and other road defects to see if there is a difference of level or trip of over 40mm in depth on the road, this is judged as a danger to the public. If the pothole you report is not classified as dangerous its location will still be recorded and added to our ongoing roads maintenance programme.

Please report potholes on red routes to Transport for London.

Faulty streetlights repaired in 7 days 

Let us know about a fault with a streetlight on the public highway, and we will repair it in 7 days. Report the faulty streetlight using our online form. 

Some faults can be caused by the power supply, it is the responsibility of the UK Power Network and it may take longer to repair. You can check power supply problems on the UK Power Networks fault map.  

Please report faults on red route to Transport for London. 

Fly-posting removed in 7 days 

Fly-posting is the unauthorised display of flyers, posters, or stickers on property. 

We will remove fly-posting on public property within 7 days. We will also investigate reports of fly-posting in other places and remove it if we can. If fly-posting is on a private property we will need to contact to the owner for consent for removal. 

Report fly-posting using our online form. 

Hazardous broken pavements fixed in 7 days  

Let us know if there is a hazardous broken pavement that needs urgent attention.  

Make a note of the location and description of the problem and report the damaged pavement using our online form. 

Our team will examine the pavement to see if there is a requirement for intervention that is deemed as a trip hazard to the public. If the pavement you report is not classified as dangerous its location will still be recorded and reviewed as part of our ongoing pavement maintenance programme.  

Please report pavement hazards on red routes to Transport for London. 

Tracking our performance

At the end of December we have:

• Removed 100% of graffiti reported in 7 days
• Replaced 100% of broken street signs reported in 7 days
• Fixed 100% of dangerous potholes reported in 7 days
• Answered 84% of calls within 7 rings

Over 24,000 free bulky waste bookings have been made since launching the service earlier this year, with no one having to wait for a slot of their choice.

We publish weekly performance on all our guarantees so that you can see how we are performing and the action we are taking.

*Calls answered in 7 rings only applies to our dedicated contact number of 020 8871 6000. Performance data is therefore only applicable to this number.

Cleaner streets

Free bulky waste collections

Each household gets two free bulky waste collections a year. Each separate collection can be up to four items, such as a washing machine, fridge, mattress and wardrobe, or bulky waste sacks. 

Your free bulky waste allowance has renewed in January 2026. 

Check what can be collected and book your free collection.

Weekly waste collections

We guarantee to keep your weekly waste and recycling collections.

Mega Skips

We are expanding our much-loved monthly Mega Skips. Find your next Mega Skip Day.

Your questions

We are a listening council – it’s important that we hear your thoughts and use them to keep improving our services.

See our answers to your questions.