Bridge Maintenance

Service
Standards

Customer
Service
Standards

Revised Service Standards for Bridge Maintenance 26.02.08.doc

Page 1 of 5
 A. What does the [Bridge Maintenance] service do?

The Council is responsible for the maintenance of 163 bridges together

with various other highway structures, which in the main carry the public
highway over or adjacent to a variety of obstacles. These obstacles range
from canals, railways and other roads, down to small streams with
negligible flows. There are also 45 bridges owned by Network Rail
(formerly Railtrack), 6 owned by British Rail Property Board (over disused
railway lines) and 16 owned by the British Waterways Board. A reciprocal
arrangement for reporting and dealing with issues relating to bridges
owned by these other parties is in place. All bridges are maintained to the
appropriate National and European standards, with weight and other
restrictions only used when there is no viable alternative.

B. What can I expect from the [Bridge Maintenance] service?

The Structures & Geotechnics Group undertake a routine programme of

inspections and maintenance of bridges and highway structures based on
a two year cycle. They also respond to reports of damage, other problems
and potential safety hazards relating to bridges and highway structures. If
the bridge or highway structure is not within the Councils ownership, this
information will be passed onto the appropriate owner. Separate records
of this latter category of reported incidents are kept by the Group.

A Local Best Value Performance Indicator is recorded which relates the

percentage of all highway bridges not capable of carrying 40 tonne
vehicles i.e those with a weight restriction placed upon them. This
indicator currently stands at 17%. Where it is considered appropriate, an
ongoing programme is being undertaken to strengthen these weight
restricted bridges.

Revised Service Standards for Bridge Maintenance 26.02.08.doc

Page 2 of 5
C. What do you expect from me?

It is anticipated that members of the General Public will from time to time
notice damage, problems and potential safety hazards which have either
not yet been discovered or reported by someone else. We expect as
much information as possible from you to enable us to deal with the
problem or hazard properly. This includes:
the location of the bridge by street name - local bridge names
whilst in common use can lead to confusion..
the feature it crosses i.e canal, railway etc.
a brief description of the nature of the problem.
your name, address and/or telephone number - optional but not
essential, however, can be helpful for follow up or feedback.

D. What are [Bridge Maintenance] customer care values?

Customer Care Values:-

We will:-

1. Manage your request promptly

2. Provide good quality of services
3. Be helpful, fair, honest, professional courteous and
consistent.
4. Provide the relevant information that you need
5. Take ownership of your query
6. Be realistic in what we say we can do, or cant
7. Treat your personal information as confidential and
keep it secure.
8. Listen to your comments ~ and learn from them
You can expect that information about yourself will be treated as
confidential. This means:
staff will only discuss your needs with people who need to know
if you do make a complaint only the staff directly involved will
know the details.

E. How can I comment, compliment or complain on the [Bridge Maintenance]

service I have received?

Have we done a good job? Then Tell Us! We have a form on which you
can make comments, suggest how we can improve services or make a
formal complaint. These Tell Us forms are available in all reception
areas. If you prefer, contact us directly and we will send you one. If you
have internet access, you can complete the form online at
http://www.walsall.gov.uk/tellus/

Revised Service Standards for Bridge Maintenance 26.02.08.doc

Page 3 of 5
 If we have failed to rectify any damage, problem or potential safety
hazard relating to a bridge or highway structure, which is the Councils
responsibility, or alternatively have not passed this matter onto the rightful
owner of the bridge, then in the first instance please contact the Head of
Engineering & Transportation Services, who will acknowledge your
complaint within 5 working days. If your complaint is not resolved by our
Service Area you can make a formal complaint using the Councils tell
us form.

F. How do I get in touch with [Bridge Maintenance]?

Our offices are located within the Civic Centre, Walsall. The entrance for
members of the public is via the First Stop Shop in Darwall Street and
persons wanting to make a personal visit should note that this facility is
available on a strictly by appointment basis only.

All letters should be marked for the attention of one of the officers listed
below and addressed to:-

Structures & Geotechnics Group,

Engineering & Transportation Services,
Walsall MBC,
Civic Centre
Darwall Street,
Walsall,
WS1 1DG

Contact with the offices can normally be made as follows:

8.30am to 5.00 pm Monday to Thursday, and
8.30am to 4.30pm Friday
(except for Bank Holidays and Public holidays when the offices are
closed )
For emergency out of hours contact see the telephone number that
follows.

The following staff deal with bridge maintenance issues:-

John Barnham - Principal Engineer, who should normally be the first

point of contact

Telephone No. 01922 652530

e-mail: barnhamj@walsall.gov.uk

Ian Townsend - Group Leader

Telephone No. 01922 652467

e-mail: townsendi@walsall.gov.uk

Fax No. for both of the above:- 01922 633268

Revised Service Standards for Bridge Maintenance 26.02.08.doc
Page 4 of 5
 web site: www.walsall.gov.uk

In the event of neither of these numbers being available/answering or for

out of hours emergencies ring 01922 650000 ( out of hours you will be
directed to the Community Alarm system who will forward your
information on to the person dealing with such issues)

Revised Service Standards for Bridge Maintenance 26.02.08.doc

Page 5 of 5