How Medway Council Improved Online Reporting Services for Nuisance Vehicles
13 April 2026
When residents need to report a nuisance vehicle, they shouldn’t have to understand parking regulations, abandoned vehicle criteria or complex council processes.
Yet, for many local authorities, that’s actually what’s needed. It causes confusion and duplicate reports, which puts unnecessary pressure on customer service teams.
Medway Council set out to change this. Taking a service design-led approach, the council worked closely with residents and internal stakeholders to understand the challenges people faced when reporting vehicle-related issues. The aim was to create a seamless experience making it easy for residents to report a problem, while ensuring cases reach the right team and action is taken quickly.
Using the Jadu Digital Platform, Medway redesigned its online reporting services for nuisance vehicles around resident needs to make the journey simpler.
Removing complexity with vehicle reporting
Residents using the new Report a Nuisance Vehicle app can now:
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Quickly pinpoint a vehicle’s location using a simple map pin-drop feature
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Automatically retrieve vehicle details via a DVLA API integration using the registration number entered, eliminating manual data entry and reducing errors
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Relevant notifications are automatically sent directly to the DVLA, with no further action needed from the resident
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See all submitted reports displayed on an interactive map – this improves transparency as residents can view existing reports and subscribe for updates. This reduces duplicate submissions about the same vehicle and also keeps the community informed about progress.
Behind the scenes:
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Dynamic form logic: If the vehicle is taxed, the form guides residents through a series of structured questions to establish whether it’s illegally parked or abandoned – all reports are automatically sent to the correct team, reducing delays and manual triage.
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Automated checks & notification: If a vehicle has been untaxed for more than two months, it is automatically identified and the relevant notification is sent directly to the DVLA, with no further action required from the resident.
Delivering measurable efficiencies for resident reporting
With the Report a Nuisance Vehicle app, Medway have combined user-centred design, automation and intelligent workflow management. This has reduced manual processing for their team by more than 75% and the accuracy of internal reporting is now greatly improved. The interactive reporting model has reduced duplication and unnecessary contact centre enquiries, which has also freed up resources.
At the same time, the overall resident experience has improved as residents have an easy-to-use app for online reporting services for nuisance vehicles and also better visibility of the council’s actions and progress.
Service design that delivers better outcomes
“This is what can be achieved when service design and digital technology work together. By focusing on the resident experience first, Medway has simplified a traditionally complex process, increased operational efficiency and created a more transparent service for its community.”
Alison Hook
Central Product Manager, Netcall
It’s a powerful example of how councils can use digital transformation not just to digitise existing processes, but to rethink them entirely, delivering better outcomes for residents and staff alike.
About the author
Alison Hook
Product Manager (Central)
Alison joined Jadu in 2025, after being a user of Jadu Central at Coventry City Council since 2010. At Coventry, she managed the development of the Council’s website, intranet and sub-sites and trained hundreds of people to create accessible, user-centred content. As product manager of Central, she’s focused on understanding users’ needs and driving product improvements that deliver meaningful impact.