A Service Request is your request for the City to provide you with assistance, perform an inspection, or address a problem. NYC311 can accept Service Requests for a wide range of issues, including over 500 complaint types. Service Requests can help you get a pothole fixed in your neighborhood, the heat turned on in your apartment, or a refund for an overpaid parking ticket.

For a complete list of the types of Service Requests we accept, visit our Report Problems page.

With the exception of CFC and freon removal appointments, bulk item pickup appointments, and e-waste pickup appointments, you cannot cancel or remove a Service Request or complaint once you have submitted it through 311.

Service Request Updates

When submitting a Service Request, if you provide your email address or phone number you will receive status updates by email or text message. If you provide both, you will receive updates by both email and text.

If you choose not to get updates and later change your mind, you can subscribe to follow a Service Request. Visit Service Request Lookup and search for the Service Request you want to follow. Click the "Subscribe" or "Follow Service Request" buttons to begin getting updates. You can also subscribe to follow Service Requests submitted by others.

No personal information is included in these updates.

If you provide an email address with your Service Request, you will receive status updates by email. First, you will receive a confirmation email with your Service Request number. Then, each time the assigned Agency takes action on your Service Request, you will receive a new email with a status update.

The emails will come from SRNotice@customercare.nyc.gov.

These notification emails are not generated for some Department of Sanitation requests. They are also not generated for requests from the Department of Transportation for street potholes, streetlights, or traffic signals.

The City doesn't accept complaints for email notifications, but you can provide NYC311 Feedback.

NYC311 accepts photos, videos, and other file attachments with most Service Request types.

Photo or video evidence is not necessary for City Agencies to take action.

Learn more about submitting files with NYC311 Service Requests.

NYC311 collects and discloses personal information from customers in order to address their needs, conduct and improve City business and services, help provide emergency assistance when necessary, and as otherwise required by law.

NYC311's responsibility for keeping this information confidential is outlined in the NYC311 Privacy Policy.

Read the NYC311 Privacy Policy.

After you submit a Service Request through NYC311, you will get a confirmation message with the Service Level Agreement (SLA) and information about how the agency will respond. An SLA is the time it takes an agency to respond to that type of Service Request.

Agencies set SLAs for every Service Request and must regularly report their success in meeting them. You can learn more by using the Citywide Performance Reporting (CPR) tool.