Transport for London (25 006 848)
Category : Transport and highways > Highway repair and maintenance
Decision : Closed after initial enquiries
Decision date : 20 Aug 2025
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint that his car was damaged by a pothole. This is because it is reasonable for Mr X to pursue his compensation claim by taking Transport for London (TFL) to court.
The complaint
- Mr X complains Transport for London (TFL) failed to properly maintain a road which resulted in his vehicle being damaged by a pothole. He wants TFL to reimburse him for repair costs and pay compensation.
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- The Act says we cannot normally investigate a complaint when someone could take the matter to court. However, we may decide to investigate if we consider it would be unreasonable to expect the person to go to court. (Local Government Act 1974, section 26(6)(c), as amended)
How I considered this complaint
- I considered information provided by Mr X and TFL.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Section 41 of the Highways Act 1980 places a duty on highway authorities to maintain public highways. Highway authorities are expected to routinely monitor the state of highways for which they are responsible and to carry out repairs where necessary.
- Mr X complains his car was damaged by a pothole because TFL failed to maintain the road. He complained to TFL, which told him its inspection found no defect. Mr X alleges that work order records show TFL later carried out repairs in the same area.
- TFL has considered Mr X’s claim for compensation but did not accept that it is liable for the damage to the car.
- We cannot decide whether TFL has complied with its duty under Section 41 of the Highways Act and have no powers to enforce an award of damages. Any dispute about TFL’s liability for the damage is for the courts. Mr X may pursue his claim by taking TFL to court and I have seen nothing to show it would be unreasonable to expect him to do so. For these reasons, we will not investigate this complaint.
Final decision
- We will not investigate Mr X’s complaint because it is reasonable for him to pursue his compensation claim by taking TFL to court.
Investigator's decision on behalf of the Ombudsman