The UK’s pothole crisis: can £1.6 billion and smarter technology fix our roads?

Potholes have long been a bane for UK motorists, but the situation has worsened significantly. One key factor is the strain on local councils, many of which are grappling with reduced budgets that limit their ability to maintain road infrastructure. Recent data suggest the issue has reached a critical point, with nearly 630,000 potholes reported across England, Scotland, and Wales in 2023 - a five-year high.

The issue isn’t just about bumpy rides - potholes damage vehicles, cause accidents, and reflect a deeper underinvestment in local infrastructure. The estimated cost of fully repairing the pothole-filled local roads in England and Wales has soared to almost £17 billion, up £1.5 billion from the previous year despite increased government funding to fix road issues, and will take an estimated 12 years, without further issues arising. These figures emphasise the scale of the problem and the challenge ahead.

Government action: funding and accountability

Prime Minister Keir Starmer announced a £1.6 billion fund to help councils across the UK repair potholes in a significant push to address the crisis. However, this funding comes with conditions. For the first time, every council in England must publish data on pothole repairs and their progress by 30th June 2025, or risk losing a quarter of their funding allocation, meaning transparency and accountability are non-negotiable.

This is part of a broader £4.8 billion fund for England’s roads, but what matters most is how councils collect, manage, and act on pothole data.

Why councils need smarter tools

To meet these new government expectations and better serve the public, councils must digitise and streamline how they handle pothole reports.

How can Jadu Connect (case management) help?

• End-to-end pothole reporting: Jadu Connect enables residents to quickly and easily report potholes via web or mobile. Photos, locations, and detailed descriptions are captured in real-time, improving data quality and speeding up manual triage.
• Automated workflows and integration: Pothole reports can be automatically routed to the correct highways teams or third-party contractors. Jadu Connect integrates with GIS systems, asset management software such as Brightly Confirm and Symology, and scheduling tools, ensuring faster responses and fewer missed tickets.

• Resident engagement and feedback: Jadu Connect allows two-way communication, meaning residents can receive updates on their reported issues and submit feedback, reducing call volumes.
• Data-driven decision making: With reporting, both in Jadu Connect and via integrations with reporting tools such as Power BI, councils can identify pothole hotspots, track seasonal patterns, and justify funding requests with clear evidence, shifting pothole repair from reactive to proactive.

Regional innovation in action

Some regions are proactively addressing the issue. As part of the drive to improve road conditions, the West Midlands Combined Authority is set to receive an additional £12 million, enough to repair around 132,000 potholes. The funding was reallocated from the City Region Sustainable Transport Settlement (CRSTS) by West Midlands Mayor Richard Parker and will also fund trials of pioneering low-carbon surface treatments, aiming to extend the life of roads while reducing carbon emissions.

Meanwhile, Staffordshire County Council is setting a benchmark for how councils can leverage digital platforms to increase citizen engagement and operational efficiency. By adopting Community Central, powered by Brightly Software and Jadu, the council has streamlined service requests, integrated multiple systems, and improved communication with residents. This initiative has significantly boosted public satisfaction and enabled Staffordshire to better manage infrastructure services, including road maintenance, with a more responsive and data-driven approach.

The Jadu Digital Platform can amplify the impact of such initiatives by improving efficiency, data accuracy, and public visibility.

Conclusion: potholes are a technology and a governance problem

Technology comes at a cost, but it's essential for turning funding into measurable outcomes. Councils are expected to do more than just fill potholes; they must show they’re doing it efficiently, transparently, and fairly, which requires ongoing investment in digital tools and data-driven systems.

Jadu Connect supports Local Authorities with this challenge by improving service delivery, reducing administrative burden, and keeping residents informed of the pothole reported, removing frustration. If the UK is serious about fixing its roads, intelligent CRM systems must be part of the solution.

Interested in how Jadu Connect can help your council meet pothole repair targets and government compliance? Learn more about Jadu Connect or request a demo.