Our pages are monitored Monday-Friday, 9 a.m. – 5 p.m., excluding holidays. You can contact us on Twitter by tweeting @philly311 or by sending a direct message. On Facebook, get in touch with us by sending a direct message to our inbox. You can also comment on a post, but if you want to talk to a representative we advise you to send a direct message. We respond within 48 hours to posts requesting our services.
However, the fastest and easiest way for you to submit a service request is by using our self-service mobile app or online portal. If you are not able to reach us by any other contact method, we’ll do our best to assist you with a service request over social media. In order for a request to be processed, we need:
- A full description of the issue
- An exact address (street name and number)
- A photo showing the issue
- Your email address (if you’d like to track your request)
Here are more ways to connect with Philly311 using social media:
Follow up on service requests
You can follow up on a previously submitted service request with our social media representatives. Please provide the 8-digit service request number, an exact address, or your email address and we will find your case in our system. We can provide updates on the case or give clarification on case details. If there is no existing service request, please report the issue using our mobile app or web portal. Here’s an example of a recent follow-up inquiry we received on Twitter:
Hi there, thanks for following up on this. We’re sorry to hear the lots haven’t been cleared yet. We’ve requested both cases be escalated to a supervisor for follow-up action.
— Philly311 (@philly311) May 6, 2021
Ask a question
We are happy to answer questions about City services for you over social media. For instance, “How can I get help with rental assistance during the COVID-19 pandemic?” Here’s an example of a recent question we received on Twitter:
Hi Cara Jo, thanks for the question. Wire trash baskets can be obtained from the Philadelphia More Beautiful Committee by your block’s Block Captain. Here is more info: https://t.co/EiVNrdj8Nd
— Philly311 (@philly311) May 18, 2021
Give us feedback
If you’ve had a good interaction over the phone with one of our call agents or want to give a shout-out to a City worker/service, feel free to share your experience on social media! We love to pass on residents’ kudos to our customer service reps. Alternatively, do you want to voice a concern or issue about city services? We want to hear what’s on your mind. Making your voice heard can also encourage constructive conversations and information sharing in the community.
— Kellan R White (@KellanWhite) May 11, 2021
@philly311 Thank you for repairing the street light on my block within 48 hours of me reporting the outage. I did not expect such a quick response so again Thank You! To my neighbors, see – Good things DO happen in PHL!
— AJ Dopwell (@AJDopwell) May 27, 2021