311 FAQs

311 is a centralized non-emergency hotline and website that provides residents with easy access to city services and information.

311 aims to streamline communication between the public and City departments, enhancing efficiency and responsiveness. Whether you are a resident, visitor, or local business, our goal is to make it easier for you to report non-emergency issues in a streamlined, user-friendly experience.

Call 311 or 216-664-2000 or visit online at clevelandohio.gov/311.

If you are experiencing an emergency, please contact 911.

TO PROMOTE a sense of civic responsibility by encouraging residents to report issues and contribute to community improvement.

TO IMPROVE neighborhood conditions, resolving issues more quickly by routing them directly to the relevant City department.

TO PROVIDE accurate information about city services.

TO ENHANCE the City's reputation as a responsive and well-managed municipality.

TO SERVE as the front door to the City of Cleveland.

311: For non-emergency municipal services and general city information. Call 311 or 216-664-2000 or connect online at clevelandohio.gov/311.

911: For emergencies requiring immediate attention from police, fire, or emergency medical services (EMS). Focuses on life-threatening and urgent situations.

211: For health and human services referrals, including assistance with shelter, food, basic needs and crisis support. Connects individuals with essential community resources.

988: For a crisis counselor that provides free, confidential support and resources for people in emotional distress or suicidal crisis. Available 24/7 via call, text message and online chat at 988 Lifeline Chat and Text.

An app is not currently available. The 311 self-service website is mobile-friendly and can be accessed through your mobile device's web browser.

It is easy to submit your own non-emergency service request online at clevelandohio.gov/311.

Yes. To speak to a trained Citizen Support specialist dial 311 while within the city limits OR dial 216-664-2000 from anywhere, including outside of city limits.

311 is available 24/7. To reach us call 311 or 216-664-2000 or visit online at clevelandohio.gov/311.

The 311 website and Service Request Portal can be translated using the Google Translate extension in the Chrome browser.

• In the Google Chrome web browser search “Google Translate Chrome Web Extension”
• Navigate to the Chrome Web Store
• Click “Install in Browser”
• Enable on your browser window or for specific sections of text

Residents calling the Citizen Support Center can receive multi-lingual support through a translation service.

The City of Cleveland is excited to partner with the Cleveland Public Library (CPL) to support residents with using the new 311 website.

Library staff will assist you with navigating the new 311 non-emergency services website. Whether you need help submitting a service request or have any other questions, they are ready to provide support.

Stop in to ANY CPL location for help!  Find a list of CPL locations here: https://cpl.org/locations/

For emergency issues regarding Cleveland Public Utilities, please contact the department directly, 24/7.

For WATER emergencies call 216-664-3060
For ELECTRIC (CPP) emergencies call 216-664-3156
For SEWER emergencies call 216-664-2513

Registration on the 311 website is not required for most service requests.

Some service requests do require a login to allow the city to better communicate with the resident requesting the service. Service requests requiring a login are clearly stated on the website.

If you submit anonymously, you will not be able to track the status of this request in your account or receive status notifications via email. If you submit your service request anonymously, please save your reference number so you can follow up later.

You can create an account by registering in just a few steps by going to: http://www.clevelandohio.gov/311

• Scroll to the “Login/Register” link to the the Service Request Portal
• Select “Register” on the login screen
• When prompted, enter the information requested
• You will receive a confirmation email from “noreply-311” to verify your email address
• Select “Link to email address verification”
• Note: This link will expire within 30 minutes. Return to the login page, enter your email address and password to your account

On occasion, the confirmation email you need to complete the registration will end up in a spam folder. Please check your spam folder for the registration email then follow the instructions on the email to complete your registration.

On occasion, the confirmation email you need to complete the registration will end up in a spam folder. In this case, check your spam folder for the registration email then follow the instructions on the email to complete your registration.

To reset your password in the self-service portal:

1. Navigate to the “Login/Register” tab on the Service Request Portal
2. Select “Forgot Password” on the login screen
3. When prompted, enter your username or email address
4. Open the e-mail from “noreply-311”
5. Select “Link to reset credentials”
6. Enter your new password and confirm the same password
7. Return to the log in page, enter your e-mail address and new password for entry back into your account

Please contact the 311 Citizen Support Center by dialing 311 or 216-664-2000 and a Citizen Support Specialist can assist you. Please have the reference number provided to you when you submitted the request on the website ready when you call.

Depending on the type of service request you submit, the time to resolve the issue will vary. You will receive an estimated time for completion after submitting your request online or with a call taker. Service may be impacted by a weather event, emergency or City holiday.

You can check the status of your service request in your account on the Service Request Portal or by contacting the 311 Citizen Support Center by dialing 311 or 216-664-2000.

No. Once a service request has been submitted online it cannot be edited or canceled.

If you submitted a service request by mistake or made an error, please contact the 311 Citizen Support Center by dialing 311 or 216-664-2000 and a Citizen Support Specialist can assist you.

On occasion, service requests are closed without apparent action taken from the city. This could be because it’s not a city-owned property, or the inspection was completed but the scheduled work has not started.

If you have questions about a specific service request, please contact the 311 Citizen Support Center by dialing 311 or 216-664-2000 and a Citizen Support Specialist can assist you.

Each department prioritizes service requests in the order they are received and based on the urgency of the request. Adding a new request does not change the priority of the earlier request. After investigation, the department will close the second request as a duplicate if it is found to be the same issue. The timeline for addressing the issue is based on the first request, not the last request.