Frequently Asked Questions
What is 311?
Houston 311 is the city’s non-emergency service and information line. We provide a one-stop service experience for constituents, residents, and visitors searching for Houston government services, phone numbers, and information.
What are the hours of operation?
The Houston 311 call center is open 24 hours a day, 365 days a year.
When should I contact 311?
You should call Houston 311 (or use the Houston 311 app/website) when you need non-emergency city services or information. It’s meant for issues that require city attention but are not immediate threats to life or property.
Common reasons to call:
- Potholes
- Missed Trash Pickup
- Water/ Sewer leaks
- Illegal Dumping
How can I submit a service request?
Dial 311 from within the Houston city limits or 713-837-0311 if outside Houston city limits.
- Use the Houston 311 app (iOS/ Android). Houston 311 - 311 Smartphone FAQs
- Visit the Houston 311 portal. Home - Customer Self-Service
- Email: houston311@houstontx.gov
Do I need to provide my contact information?
You can choose to remain anonymous for most requests, but providing contact information helps the city follow up if more details are needed. For some services, contact info may be required.
Who handles the request once it’s submitted?
311 does not close service requests. 311 routes the request to the appropriate city department or agency, such as Public Works, Solid Waste, or Parks & Recreation. Only the department responsible can close the request.
How do I check the status of the service request that I submit?
After submitting a service request (using any channel) you will receive a service request number via email (if you submitted an email address).
You can check the status by:
- Dial 311 from within the Houston city limits or 713-837-0311 if outside Houston city limits.
- Visit the Case status portal at CASE STATUS - Customer Self-Service.
- If you submitted your service request through the 311 app, you can easily check for updates in the app.
Why was my service request closed?
311 does not close service requests. The Houston 311 system was created to make it easier and more efficient for the public to interact with city government. Residents can submit service requests that are directed to the appropriate city agencies for response.
Only the department responsible can close a service request, and requests may be closed for a variety of reasons, depending on the situation and the type of service needed.
311 Smart Phone App Available for Download
Contact 311
Houston 3112805 McKinney Street
Houston, TX 77003
Phone: 713.837.0311
Email: 311@houstontx.gov
