How San Francisco Residents Can Report Street and Sidewalk Problems Through 311

Every neighborhood in San Francisco, from the fog-swept avenues of the Outer Sunset to the crowded commercial corridors of the Mission, generates a steady stream of public-right-of-way problems: cracked pavement heaved up by tree roots, streetlights that buzz and flicker through the night, mattresses dumped on a corner at 2 a.m. The city's answer to all of it is 311, the nonemergency Customer Service Center that connects residents and business owners directly to the agencies responsible for fixing what's broken.

What 311 handles on streets and sidewalks

311 can help with all your nonemergency needs. When it comes to the public right of way specifically, the range of issues it can accept is broad. You can report sidewalks, curbs, and public stairways that are cracked, raised by tree roots, or have other defects, including side sewer covers that need repair. You can also report streetlights that are in need of repair or request new streetlights and light shields.

Beyond physical infrastructure, 311 handles cleanup and safety concerns as well. You can request to remove an object that is blocking a walkway or sidewalk. Flooding, water leaks, sewer backup, and odor issues on a street are also 311-reportable. Sign problems, including speed limits, permit parking, street names, street cleaning signs, and stop signs in need of repair, can be submitted through the same system. For illegal dumping specifically, after you make a dumping report, you can also submit a street or sidewalk cleaning request to get the illegally dumped items cleaned up.

Three ways to file a report

311 helps San Francisco residents, visitors, and businesses access city services and information 24 hours a day, 7 days a week via phone, web, and mobile. That means no waiting until Monday morning to flag a pothole or a broken light.

• Phone: Dial 3-1-1 from anywhere within San Francisco. Call 415-701-2311 if calling from outside SF. For hearing or speaking impaired callers, dial TDD/TTY 711.

• Online: You can view all 311 online services and submit requests over the web 24 hours a day.

• Mobile app: With the SF311 mobile app, city services are just a few taps away. Download the app for Android or iPhone, now available in Chinese, Spanish, Filipino, and English. Since launching in August of 2013, over 2.5 million service requests have been created via the SF311 mobile app.

311 offers assistance in over 160 languages over the phone. That multilingual capacity matters enormously in a city where dozens of languages are spoken across its neighborhoods.

What happens after you submit

After you report, you will get a tracking number from 311. You can use this number, and your email address if provided, to track your case online or on the SF311 mobile app. This is especially useful for issues like potholes or sidewalk defects, where repair timelines vary by severity.

For street defects, the city publishes target response times. A shifted construction plate or an off manhole cover is addressed as soon as possible, while a pavement defect such as a pothole carries a three-calendar-day target. The city's goal is to repair any pothole that is its responsibility within 48 hours during weekdays; an action plan will be developed for projects that require more than 48 hours to address.

For illegal dumping reports, the process involves both cleanup and enforcement. Include a photo to assist with investigation. After filing, you may be contacted by Public Works for a witness statement within 3 business days.

For business-related sidewalk violations, such as a parklet or shared space that's blocking pedestrians, 311 will refer the complaint to the appropriate city agency. Complaints go to the Entertainment Commission's Community Education and Response Team (CERT), which focuses on educating and helping businesses comply. If a business still doesn't follow the permit rules, the complaint is sent to the Municipal Transportation Agency, Department of Public Works, or the Mayor's Office on Disability for resolution.

Important distinctions: when not to use 311

Not every sidewalk problem belongs in the 311 queue. If a person is blocking an entrance or providing less than 6 feet of clearance on a sidewalk, call the Non-Emergency Police line at 415-553-0123 and do not submit a 311 report. If the problem involves the outdoor seating of a restaurant or bar, use a different form for a faster response. And for anything that poses immediate danger to life, call 911.

Tips for a faster resolution

Getting your report acted on quickly comes down to the specificity of the information you provide.

• Include the exact street address and the nearest cross-street for any physical defect or dumping site.
• Include a description of the location to assist with investigation and response.
• Attach a photo whenever possible, particularly for illegal dumping and graffiti, where photographic evidence can support enforcement action.
• Before you call, determine the street address and the nearest cross-street where the problem is located.

311 is increasingly used by the city for determining where street and sidewalk improvements happen, which means every report filed, even for something that seems minor, contributes to how San Francisco prioritizes its public works budget. A cracked curb ramp in the Tenderloin, a repeatedly flooded stretch of Cesar Chavez, a streetlight out for weeks in Visitacion Valley: each report becomes a data point that shapes where crews go next.