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Best Practices for Philly 311

Best Practices for Philly 311


When to Use 311

  • Use 311 for non-emergency issues such as pothole reports, grafitti removal, illegal dumping, missed trash pickup, abandoned vehicles, and general service inquiries.
  • Never use 311 for emergencies or urgent police/fire/medical needs; dial 911 instead.


Tips fo Submitting Effective Service Requests

  • Identify the Issue and Address: Note the specific problem and write down the closest street adress (number and street name). If the exact address isn’t clear, use nearby landmarks and cross streets.
  • Take Clear Photos: Capture one or more photos that clearly show the issue, its scale, and its location. If possible, include easily identifiable buildings or signs in the frame to help city staff locate the problem.
  • Use the Philly311 App or Web Portal: For best results, log into the official Philly311 app (iOS/Android) or phila.gov/311. Select “Submit New Request” from the main menu. (Alternatively, you cna call 311 or e-mail philly311@phila.gov).
  • Select the Correct Issue Category: Choose the category that best matches your issue (e.g., “Grafitti Removal,” “Pothole Repair,” etc.). Using the right category helps route your request faster.
  • Enter the Location: Type in the address or use the map feature to drop a pin at the problem location. Double-check that it is accurate. If using the app’s geolocation, ensure you are standing at the site.
  • Fill out the Details: Explain the issue with a detailed description (size, extent, hazard, timing, etc.). More context helps city staff understand and prioritize your request.
  • Upload Photos: Attach your clear photos to the request form before submitting. Photos make your reports stronger and more actionable.
  • Submit: After a careful review, submit the request. Note or screenshot the tracking case number.


Tracking and Following Up

  • Monitor Your Request Status Using the App or Web Portal: If the issue is not resolved within the Service Level Agreement time (SLA) or is marked resolved but not fixed, call 311 to follow-up using your case number.
  • Use Social Media and Community Groups: Share the issue on social media platforms and neighbordhood associations to raise awareness and gather support.
  • Contact Your Local Elected Officials: Reahc out to your City Council outreach representative (Conlan Crosley conlan.crosley@phila.gov in Jeffrey Young’s office-District 5). Provide your tracking number for further assistance.