CUMBRIA County Council charged a premium rate on its Highways Hotline because it did not deem it cost effective to change the expensive service to a free number.
It emerged that the hotline, used by people to report issues on the roads, can charge mobile-phone users up to 51p a minute, outraging people who unwittingly racked-up massive bills in the wake of the floods.

According to UK Calling, a website dedicated to outlining the rules regarding charged calls, Cumbria County Council should 'ensure that the service charge is displayed in a prominent position, and in close proximity to the telephone number'.

However, there is no service charged displayed on the Highways Hotline webpage


Cllr Ben Berry, of Windermere, noticed his “huge” phone bill and checked his statement, only to discover that he had been charged around £20 to report damage to the roads following Storm Desmond.

People in South Lakeland are being hit harder than those in any other district because the region is the last option on the automated phone service, meaning they have to wait on the line longer and pay more money.


Cllr Berry submitted a Freedom of Information request to discover how much money the county council makes from charging a premium rate, but a council spokesman claimed it receives no income.


“I think it is really wrong,” said Cllr Berry.

“They do not have to use such an expensive phone line, and they are not even making money out of it.

"There is absolutely no warning about how much it will cost you. You should not have to pay to report a pothole.”


The Gazette asked why the council continued to use the 0845 number.


A spokesman said: “The Highways Hotline was introduced to help people report highway faults, at a time when calls to 0845 numbers were charged at local rates. 


“When this changed following the introduction of 030 numbers, the council initially decided to retain the original number because it was well established and rebranding council printed materials and livery on vehicles was not considered cost effective.”


Cllr Berry responded: “The council did not change the number because it would be cheaper for them, even though they knew it would be more expensive for the people of our area. That is not right.”

Newly elected County Councillor Peter Thornton said: "I was very concerned when I heard about this but I'm pleased to say that the Council are in the process of changing this to a line which will be charged at the standard rate."

Following the revelation, a council spokesman said the authority is planning to move the Highways Hotline to a free 030 number this year.


It has also added a note on its website to inform people how much their calls to the hotline are likely to cost them.