FOI release

Emergency Roadside Telephones

Case reference FOI2024/00645

Received 5 September 2024

Published 10 October 2024

Last amended 10 October 2024

Request

  • How many Emergency Roadside Telephones do/did you have in operation on the 30th June 2024

  • How many breakdowns, on your network, were you notified of through other channels (not ERTs) in each of the following years: 2003, 2013, 2023, 2024 up to 30th June

  • If available, please provide a breakdown of the number of notifications you receive from other channels (not ERTs) in 2023. For example: Police/ Emergency services Breakdown providers SOS buttons Drivers calling from their mobile phone

  • How frequently are the phones maintained?

  • What is the average response time to connect a phone call from an ERT to an operator?

Response

The previous response was interpreted in relation to ‘planned’ (what we often call ‘cyclic’) maintenance. If a phone isn’t working, it triggers our ‘reactive maintenance’ processes.

 

An ERT cannot be faulty for two years. When an ERT has a fault we become aware centrally via a Centralised Maintenance Depot Terminal Equipment database. This is a central server which each of England’s ERTs (whether Motorway, Trunk road or Tunnel) dial into every 24hrs at a given time, to upload its fault status, or advise its condition and ‘shake hands’ with the CMDTE. Any faults are picked up and we then take action by tasking the regional maintenance contractor for the fix.

 

Our reactive maintenance requirements are as follows in Asset Delivery Asset Maintenance Requirements (ADAMR): https://www.standardsforhighways.co.uk/tses/attachments/e0a134c8-f5e2-4f30-9cda-9e43d047f46e?inline=true

  

The timeframes associated are defined as:

 

Table E/B.1 Roadside technology defect categories and corresponding restore time

Technology defect category Restore service time

TDC 1a - Urgent resolution defect Restore service within 2 hours

TDC 1b - Urgent resolution defect Restore service within 4 hours

TDC 2a - Service affecting defect Restore service within 12 hours

TDC 2b - Service affecting defect Restore service within 24 hours

TDC 2c - Service affecting defect Restore service within 48 hours

TDC 3a - Other defect Restore service within 7 days

TDC 3b - Other defect Restore service within 56 days

 

Therefore a faulty ERT which doesn’t allow calling should be addressed within 48 hours.

Documents

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