To claim compensation for personal injury or property damage due to a highway defect, follow these steps:
Report the defect
First, report the defect subject to your claim using the online tool.
Responsibility for roads
Oxford City Council and ODS (Oxford Direct Services) are responsible for unclassified roads within the Oxford city boundaries. For incidents on these roads, direct your claims to us.
For roads outside the city but within Oxfordshire county, contact Oxfordshire County Council. For incidents on the A34 or M40, contact Highways England.
Before you claim
Read our guidance before submitting a claim. Remember, the presence of a defect doesn't automatically mean the council is liable.
Our duty to maintain
Under the Highways Act 1980, we are required to take 'reasonable steps' to make the highway safe.
Statutory defence
The Highways Act provides defences against claims if the council has acted reasonably and complied with its duty.
Reasons for compensation denial
If we have fulfilled our duty reasonably, your claim might not be successful.
Reasonable action
'Reasonable action' includes regular inspections and timely repairs once a defect is known.
Data sharing
Your claim information may be shared with contractors or law enforcement agencies if necessary. Read Oxford City Council’s Data Protection Policy.
Make a claim
Contact our Customer Contact Centre at 01865 249811. Provide specific time, date, and location of the incident. Seek independent legal advice if needed.
What happens next
We might pass your claim to our insurers, Zurich Municipal. We'll review your claim and investigate, then inform you of our decision.
Claim duration
We aim to decide on claims within three months, though complex cases may take longer.
Extended decision time
Due to a high volume of claims, there may be delays. We are processing claims in date order.
Referred claims
If a contractor or utility company caused the problem, we will refer your claim to them and inform you accordingly.
