Step 1: Report a problem

You can report an issue to Philly311:

Submit a service request with 311

Step 2: Request is logged and assigned

Your request is entered into the system. 311 assigns your request to the City department that can best handle the issue.

You will receive an 8-digit case number (e.g., 14383116). Save this number to track your request.

Step 3: Department starts work

The assigned City department starts investigating and addressing your request. They will update the case as progress is made.

Track a service request with 311

Each issue has a defined Service Level Agreement (SLA). This is the amount of time we expect to need to address the issue. If your request isn’t addressed within the SLA timeframe, you can call 311 to escalate it.

Step 4: Case is closed

Once the department has done what they can to address the issue, they close the case.

You’ll receive an email confirming that your request has been completed (“Case is closed.”). Philly311 encourages everyone to leave a comment about the outcome or resolution, which can be found at the bottom of the email.

If you aren’t satisfied with the solution or if the issue still exists, call 311 and provide your original case number.