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Complaints process For general complaints, not related to a query under the Freedom of Information Act (FOI) or Environmental Information Regulations (EIR), please see our complaints procedure. If you have a complaint about the response to your FOI request, there is an internal process to address your concerns. To start the process, write to the contact named in the response to your request, explaining your complaint and they will contact our FOI team. We always aim to deal with complaints wit…

This privacy notice sits beneath our top level privacy notice and provides information about how personal data is used in relation to our Noise Insulation Scheme. What personal data do we collect and handle? Information we may collect includes: email address postal address (including postcode) Please note that the information we process on you will always be proportionate and only used in support for the purpose specified. What do we use the data for? To answer queries on eligibility for …

This privacy notice sits beneath our top level privacy notice and provides information about how personal data is used in relation to the Digital Visitor Briefing. This notice covers the following National Highways buildings: Woodlands, Bedford Maidstone The Cube, Birmingham Brunel House, Bristol South East ROC (Godstone) Calder View House, Wakefield Bridge House, Guildford What personal data do we collect and handle? Information we may collect includes: Name of visitor - mandatory E…

This privacy notice sits beneath our top level privacy notice and provides information about how personal data is used with regards to Operation PING. Who are the data subjects? The project involves the collection of information about fleet drivers employed by participating fleet operators. What personal data is collected, and how? Specially designed pieces of detection equipment are mounted on vans and trailers along certain sections of our motorways. The equipment or “camera” has a special…

This privacy notice sits beneath our top level privacy notice and provides information about how personal data is used with regards to the data and footage captured as part of an internal post collision fatal investigation on the motorways and major roads of England (commonly known as the strategic road network). Please see the main privacy statement for details on your rights and who to contact about use of personal data. What personal data do we collect and handle? When a fatal road traffic…

The safety feature that gets you help quicker and faster. Since April 2018, most cars and vans have been fitted with an emergency call system, known as eCall. This built-in safety feature is automatically activated in the event of an incident when the airbags are deployed. This can also be manually activated by the driver or passenger by pressing a button – this button is known as eCall SOS. What is eCall and how does this safety feature save lives? We are working with the Society of Motor M…

Our priorities are to help decarbonise HGVs and support the uptake of electric cars and vans. We will also improve the efficiency of our network and integrate it with other transport modes. Update on zero carbon HGV trials - December 2022 In our Net zero highways plan published in July 2021 we said we would explore our approach to zero carbon HGV trials on the strategic road network by the end of 2022 and explore options for further freight demonstrators by the end of road period 2. Finding a…

This page outlines our policy for identifying and dealing with unreasonable customer contacts. We define unreasonable contact as: Contact from customers which because of the frequency or nature of the contact may hinder our consideration of the complaint or enquiry, or the service to others. We do not expect our people to tolerate behaviour that is intimidating, abusive or offensive, or undermines their safety or wellbeing and that of others. We’ll let you know if we believe your contact is …

We rely on information to make decisions. We want our information to be trusted. In this section By assessing how well National Highways and its suppliers manage information (in line with its policy, requirements and specifications), National Highways assures its stakeholders that it is using their information appropriately This also helps National Highways understand any risks and improvements that need to be made. Requirement This requirement covers tier 1 and tier 2 levels of assurance, …

A beautiful restoration and a big win for local heritage In this section The major restoration project of the 15th-century Upminster Tithe Barn in Havering major restoration project is now complete and the building has officially been removed from Historic England’s Heritage at Risk Register, making it fit for the future. The restoration was made possible thanks to funding from the our Lower Thames Crossing,  and shows how we’re supporting local communities and protecting the places that matt…