How to File a 311 Request in Houston

By The Change Lab -- via manual_seed -- Apr 18, 2026

Overview

311 is Houston's non-emergency city service line. Potholes, missed trash pickup, broken streetlights, illegal dumping, water leaks, overgrown lots, dead animals in the road, noise complaints, code violations — if it is a city responsibility and it is not an emergency, 311 is the number.

You can call, go online, or use the app. It is free. You do not need an account. You do not need to be a homeowner or even a citizen. If you live here and something is broken, the city wants to hear about it.

Source: City of Houston 311, houston311.org

The Framework

Key Ideas

311 is not 911. 311 is for non-emergencies — things that need fixing but are not dangerous right now. If someone is in danger, a crime is in progress, or there is a fire, call 911.

The city tracks every request. When you file a 311 request, it gets a case number. It gets assigned to a department. It gets a deadline. You can check its status anytime. This is one of the most direct ways to hold city government accountable.

Common request types:

Potholes and street damage
Missed trash or recycling pickup
Broken or dark streetlights
Water main breaks or leaks
Illegal dumping
Overgrown lots or abandoned vehicles
Stray animals
Sewer backups or drainage issues
Code violations (construction without permits, commercial vehicles in residential areas)
Traffic signal malfunctions

Response times vary. Potholes: 3-7 business days. Streetlights: 5-10 business days. Illegal dumping: 5-15 business days. Water emergencies get same-day response.

Source: City of Houston Public Works Department

Put It Into Practice

Practice

Option 1: Call 311

Dial 311 from any phone in Houston. Available 24/7. Operators speak English, Spanish, and can connect interpreters for other languages. Have the address of the problem ready. Describe what you see. You will get a case number — write it down.

Option 2: Online

Go to houston311.org. Select the category that matches your issue. Fill in the address, description, and upload a photo if you have one. Photos dramatically speed up response times. Submit and save your case number.

Option 3: Houston 311 App

Download the Houston 311 app (free, iOS and Android). The app lets you use your GPS to pinpoint the location and attach photos directly. Best option for issues you spot while walking or driving.

Tips for faster response:

Include photos. A picture of a pothole gets fixed faster than a description of one.
Be specific about location. "Corner of Westheimer and Montrose, southeast corner, in front of the bus stop" beats "Montrose area."
Follow up. If nothing happens after the expected response window, call 311 again and reference your case number.
Get neighbors to file too. Multiple reports on the same issue signal urgency.

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