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Making a claim for compensation

Making a claim for compensation

If you notice a hazard or defect, you should report it to us as soon as possible so we can inspect the area and, if necessary, make it safe.

Claims relating to the highway

If you wish to make a claim for damage caused by a pothole or an injury caused by a defective pavement, these need to be considered by Hertfordshire County Council who has responsibility for inspection and maintenance of the highway. Access their online claim form here.

How to make a claim

Hertfordshire County Council handle Insurance Claims on behalf of North Hertfordshire District Council. If you believe that an accident or loss that you have suffered occurred as a direct result of our actions or negligence and wish to make a claim, you should write to the Insurance Section, County Hall, Pegs Lane, Hertford SG13 8DE Postal Point: CHO328, or email:

A letter of claim should contain as much information as possible, but at the very least:

  • Your name
  • Your address
  • A detailed description of the incident location.
  • Photos and / or a plan can assist
  • The incident date
  • The circumstances
  • The reason(s) why you hold us responsible
  • Details of the loss / damage / injury

You can expect an acknowledgement within five days, and a decision on liability normally within a further 30 days following an investigation.

There is no automatic right to compensation, so it will be necessary for you to demonstrate that North Hertfordshire District Council is liable, i.e. has acted negligently, and that you have suffered an injury or loss. Accidents do happen, and we cannot always be held responsible. Payment will only be made where the Council is legally obliged to do so.

Although we will be fair and honest and will treat claimants and solicitors in the same manner, pursuing a liability claim can be complicated and occasionally protracted. You may wish to seek legal advice and consult a solicitor (check fees and conditions beforehand) or the Citizens Advice Bureau.

We and our insurers take fraud very seriously. We reserve the right to share information with other local authorities, insurance companies and certain other bodies, and will prosecute when fraud is detected. Personal data provided to us will be recorded and passed to insurance companies, solicitors or loss adjusters as appropriate.

Periodic reviews take place and data is not retained unnecessarily. Your data will not be used for any purpose other than handling of your claim, the prevention and detection of fraud, and checks for repeat claimants.

Portal claims

Solicitors wishing to register a claim via the claims portal should initially send a brief summary of the claim, including date and location, to The relevant portal ID will then be emailed to you.