Councillors in Middlesbrough have raised fresh concerns about the online councillor gateway used to log problems across the town, saying the system is producing unreliable updates and leaving a backlog of unresolved reports stretching back years.
Errors, mixed messages and missing fixes
At an audit committee meeting on 23 July, Labour councillor Jill Ewan — a frequent user of the system — described significant failings, saying she had submitted around 700 reports in total, including more than 400 in the last year. She told colleagues that some entries recorded as completed related to work still outstanding, with a small number allegedly remaining unresolved from 2025 and possibly 2024.
Fellow Labour councillor David Branson highlighted the reputational risk to members when the gateway shows a job as done when it has not been, leaving councillors appearing ill-informed when they follow up with residents.
"The biggest problem is that sometimes we get information that something’s been done, and it hasn’t," Cllr David Branson said.
Practical consequences for residents
Reports lodged via the gateway cover everyday public realm matters such as potholes, broken signage and fly‑tipping. Cllr Ewan outlined how a single alley report can be split between teams, meaning one contractor may remove mattresses while other waste remains because different crews are assigned to specific items. In those cases, the system can register partial completion even though the original issue has not been fully resolved.
- Types of issues reported via the gateway include potholes, broken signs and fly‑tipping.
- Users say some reports are marked completed despite parts of the problem remaining.
- Cllr concerns include delays dating back to 2024 and potential electoral fallout before 2027.
Council response and next steps
Chief executive Erik Scollay acknowledged members’ frustration and the practical obstacles they face, while noting the council has provided additional resources to support the gateway’s operation. Speakers at the meeting called for "faster progress" to restore confidence in the system.
The issues raised are significant for routine service delivery: when records do not reflect reality, constituents cannot reliably track progress and councillors are disadvantaged in holding the authority to account. That risk extends beyond inconvenience — Cllr Ewan warned the problem could influence voter sentiment ahead of the 2027 local elections.
Snapshot of reported activity
| Metric | Figure |
|---|---|
| Reports submitted (total, approx.) | 700 |
| Reports in last year (approx.) | 400+ |
| Reports outstanding from | 2025 (and possibly 2024) |
For residents experiencing outstanding problems, councillors advise continuing to report issues via official channels and keeping a record of reference numbers. The audit committee discussion underlined the expectation that the authority will bring forward a plan to clear the backlog and improve communications between contract teams so that closures in the system reflect fully completed works.
As Middlesbrough prepares for the next round of local elections, the performance of the councillor gateway will be watched closely by elected members and the public alike. The council says it has taken steps to bolster the service; the task now is to demonstrate measurable improvement and rebuild trust in a system meant to connect residents, their representatives and frontline services.
