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.

Subscribe to Follow Service Request Updates

When submitting a Service Request, you can choose whether you want to get status updates. Updates are sent by email or text message.

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 may receive status updates by email. First, you would receive a confirmation email with your Service Request number. Then, each time the assigned Agency takes action on your Service Request, you would 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 files with select Service Request types. We're working on adding this feature soon to more Service Request types.

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

When you call 911, you may send supporting files from a cell phone or computer to the NYPD's Real Time Crime Center.

Tell the 911 operator that you have files related to your emergency. The operator will alert the Real Time Crime Center. A detective from the Crime Center will call you back and tell you where to email the files.

Depending on the case, the Police department may share your images with the public, police officers on patrol, individual detectives, or other law enforcement agencies. Police may use the images to identify and locate suspects as quickly as possible. They may also use the images to help evaluate and respond to emergencies.

911 File Upload Questions or Problems

311 does not provide follow up for complaints about files submitted to 911.

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.