Sadly, I have to use it all too often as well.
Were you one of the unfortunate thousands caught up in the debacle on the 25th February - J7 was closed off and J8 was left open... we all piled in to the stretch of the M11 with no exits, only to sit there for nearly 8 hours.
Lost four theatre tickets and my daughter's birthday that day.
Needless to say I have written to the Highways Agency, who told me 14 working days ago that they would reply within 10 working days.
I am disgusted with the way there is no accountability for any of these people - it's OK to make a map that looks good, but actually doesn't include all the relevant info, and yet they take no blame whatsoever when they don't do the job we pay taxes for them to do.
Shoddy way to treat people, IMO.