Trust and Confidence Report

Roadway Access Profile

Providing access to Hamilton’s roads is an essential public service that enables road users to travel to destinations to carry out their daily activities. Some aspects of this service are required by Provincial legislation. 

Maintaining Hamilton’s roads includes the following activities:  winter activities, summer activities and minor capital works.

Winter activities include snow plowing, anti-icing, salt and sand application, snow clearing and snow removal from city roads and bike lanes within the road right of way.  Additional attention is also focused on removal of snow from bus pads, sightline/corner clearances and sidewalks abutting specific schools, some public facilities and all sidewalks in Ancaster. Business Improvement Area’s along the road corridor receive an enhanced level of service through snow removal programs that address their unique aesthetic attributes.

Summer activities include preventive and ongoing maintenance such as pothole repairs, street sweeping, catch basin cleaning/repair, hot spot flooding inspections/maintenance, weed and litter control, identification and repair of sidewalk deficiencies, shoulder maintenance, drainage maintenance (e.g. ditching and culvert replacements, minor road repairs and storm water retention/detention pond maintenance).

Capital works within the right of way corridor include catch basin resets, major road repairs, rural resurfacing program, curb repair/replacement, major sidewalk repair/replacement, retaining wall and minor bridge works. 

Year round activities include accident/spill response, compliance patrolling, call handling and request response. 

Service Details

Related Subservices

  • Right of Way Infrastructure Repairs and Maintenance
  • Right of Way Infrastructure Maintenance Support Services

Type of Service

  • Public facing


  • A combination of legislated requirements (Minimum Maintenance Standards or MMS), Council approved levels of service and a core municipal service. 
  • Existing levels of service are predominately established by Council resolution and/or compliance with the Provincial MMS.
  • Section 44(1) of the Municipal Act, 2001, as amended requires municipalities to keep their highways and bridges “in a state of repair that is reasonable in the circumstances, including the character and location of highway or bridge”. 
  • Ontario Regulation 239/02, Minimum Maintenance Standards for Municipal Highways, is a regulation that establishes roads maintenance standards for road authorities. These standards include patrol frequency, weather monitoring, snow accumulation, ice formation on roadways, pothole, shoulder drop-offs, cracks, bridge deck spalls, surface discontinuities, and sidewalk trip ledges.

Primary Funding Sources

  • Area Rating Reserves
  • Capital Budget
  • Grants/Subsidies
  • Net Levy
  • Rate Budget
  • Sponsorship/Third Party Contributions
  • User Fees
  • Cost recoveries from accident response and repairs

Service Level

  • At standard

At standard is generally achieved. It is possible to experience above and below standards of service due to weather conditions. An example would include a severe winter storm. City staff may experience difficulties meeting required level of service timeframes for snow clearing due to snow accumulation, time of storm and/or weather patterns preceding storm. Alternatively, they may exceed level of service timelines due to availability of staff during standard working hours, warmer weather patterns and/or storm end cycle timelines.

Service Level Source

  • Legislated
  • Council approved policy or service standard
  • Past practice


Performance Measures


How much did you do? (volume)

  • The Roads Section patrolled 215,486 km of roadway to identify shoulder drop-off and potholes deficiencies.  This resulted in identifying:
    • Shoulder drop-offs - 14 locations identified for repair
    • Potholes - Identified 636 minimum maintenance standard deficiencies and 1,720 non-minimum maintenance standard deficiencies
  • Sidewalks - Inspected 2,400 km of sidewalk inventory for deficiencies, resulting in 8,861 minimum maintenance standard deficiencies and 61,656 non-minimum maintenance standard deficiencies

How well did you do it? (quality)

  • Shoulder drop offs - 100% identified locations were repaired
  • Potholes - 99% of the overall deficiencies identified were repaired
  • Sidewalks – 100% of the minimum maintenance standard deficiencies identified were repaired

Is anyone better off? (impact)

  • Being proactive in patrolling roads to identify and repair shoulder drop-offs, potholes and sidewalks, will assist in responding to the 18% of customer complaints received in 2017.

Stretigic Plan Priority - Economic Prosperity & Growth Healthy & Safe Communities and Built Environment & Infrastructure