Atlanta 311: How to Get Help and Report Issues in the City of Atlanta

If you live in, work in, or are visiting Atlanta, Georgia, the 311 service is one of the most useful tools you can use to get non-emergency help from the City of Atlanta. It’s designed to be a single, easy-to-remember number you can contact for many city services, questions, and complaints.

This guide explains how Atlanta 311 works, what you can report, how to contact them, and what to expect once you file a request.

What Is Atlanta 311?

Atlanta 311 is the City of Atlanta’s non-emergency customer service and information line. It connects you to various city departments so you don’t have to track down individual office numbers.

Use Atlanta 311 to:

• Report problems (potholes, broken streetlights, missed trash pickup, water leaks, etc.)
• Ask questions about city services, bills, and regulations
• Request city services like bulk trash collection or sanitation containers
• Get information about city offices, hours, and procedures

Think of 311 as your front door to Atlanta city services—while 911 is for emergencies, 311 is for everything routine and non-urgent.

How to Contact Atlanta 311

1. By Phone

• Dial 3-1-1 if you are inside the City of Atlanta.
• If you’re calling from outside Atlanta city limits or from some cell phones, you may need to use the full number:
  • Atlanta 311 Phone (non-emergency customer service):
    (404) 546-0311

This line typically connects you to a customer service agent who can enter a service request, look up existing cases, or direct you to the right department.

2. Online and App Options

While the phone line is widely used, many residents prefer online or mobile app options so they can attach photos or submit requests after hours. Common features usually include:

• Submitting a new service request
• Checking the status of an existing request
• Browsing common topics and FAQs

If you use the city’s official 311 platform or app, you’ll typically create an account or log in with your email, then choose a service category, describe the issue, and mark it on a map.

3. In Person (General City Hall Info)

For more complex issues, some people still prefer going to a city office. While 311 itself is a contact center, many of the departments it connects to are based at or near:

• Atlanta City Hall
  55 Trinity Ave SW
  Atlanta, GA 30303

Call ahead or check the relevant department’s hours before going in person, because many service requests can only be opened or tracked through phone or online 311 systems.

When to Use 311 vs. 911 in Atlanta

Knowing which number to call is important for both your safety and efficient city response.

Use 911 for:

• Fires, smoke, or explosions
• Crimes in progress or threats to safety
• Car crashes with injuries
• Medical emergencies (chest pain, trouble breathing, severe injuries)
• Any situation where life, health, or safety is at immediate risk

Use 311 for:

• City service issues like:
  • Potholes
  • Broken or missing street signs (non-urgent)
  • Streetlight outages
  • Flooded street drains without immediate danger
• Sanitation and trash:
  • Missed garbage, recycling, or yard trimming pickup
  • Overflowing public trash cans
  • Damaged or missing city trash carts
• Water and sewer non-emergencies:
  • High water bill questions
  • Slow leaks that are not flooding a street or property
• General information:
  • City office hours
  • Questions about city fees and services
  • How to file certain kinds of permits or complaints

Common Reasons People in Atlanta Call 311

Atlanta 311 handles thousands of different types of requests. Below are some of the most common categories residents and visitors use.

1. Sanitation and Trash Services

You can use 311 to get help with:

• Missed garbage pickup (trash, recycling, yard waste)
• Bulk item pickup requests (furniture, appliances, large items)
• Cart issues:
  • Requesting a new trash/recycling cart
  • Reporting a lost, stolen, or damaged cart
• Concerns about overflowing or missed public trash cans

These requests are typically routed to the City of Atlanta Department of Public Works (Solid Waste Services).

2. Street, Sidewalk, and Traffic Issues

Many neighborhood-level issues go through 311 first, including:

• Potholes or damaged pavement
• Broken or malfunctioning traffic signals
• Missing or damaged street signs
• Blocked sidewalks (overgrown vegetation, debris)
• Streetlight outages (often coordinated with Public Works or the power company)

Having details like cross streets, direction of travel, or nearby landmarks helps crews find and fix the problem faster.

3. Water and Sewer Questions

Atlanta residents often use 311 for matters related to the City of Atlanta Department of Watershed Management, such as:

• Questions about water bills
• Reporting water line leaks in the street or on public property
• Low water pressure (non-emergency)
• Sewer odors or slow drainage in public manholes or streets

For major breaks causing flooding or serious property damage, 311 may route you to or coordinate with the appropriate emergency line.

4. Code Enforcement and Property Concerns

You can start many code complaints with 311, including:

• Overgrown lots or abandoned properties
• Illegal dumping
• Accumulation of trash or junk on private property
• Buildings that appear unsafe
• Some noise or nuisance complaints (where handled by city code inspectors)

311 usually takes basic information and forwards it to Code Enforcement or the relevant department.

5. Animal and Public Safety Issues (Non-Emergency)

While dangerous animal situations may require 911, 311 can be used for:

• Reporting stray dogs or animals (where covered by city animal services)
• Non-urgent issues with wildlife in public areas
• Follow-up questions about prior animal-related service requests

6. General City Information

Atlanta 311 is also a general information line. You can ask about:

• City Hall and department office hours and locations
• How to pay certain city fees or bills
• Where to go for permits, licenses, or zoning information (often routed to the Office of Buildings or related agencies)
• How to contact Atlanta Police Department non-emergency or other specific offices

What Information You Should Have When You Call or Submit a Request

To help Atlanta 311 assist you efficiently, it’s useful to be prepared with:

• Exact location:
  • Street address
  • Or nearest intersection
  • Or clear description (e.g., “Mid-block on Peachtree St NE between 10th St and 11th St, near the bus stop”)
• Type of issue:
  • Pothole, missed trash, streetlight out, leaking hydrant, etc.
• Time and frequency:
  • When you first noticed it
  • Whether it is recurring (e.g., trash often missed on your block)
• Photos (if using an online portal or app):
  • Show the problem clearly
  • Avoid capturing faces or private property details where possible

You can usually choose whether to leave your contact information or file anonymously, but giving a phone number or email often helps the city follow up or clarify details.

What Happens After You File an Atlanta 311 Request?

Once you contact 311 and submit a request, a service ticket is typically created. Here’s what usually happens:

1. You receive a confirmation number

   • This may be given verbally over the phone or displayed/emailed if you submit online.
   • Save this number—it’s how you check the status later.

2. Your request is routed to the right department

   • For example:
     • Potholes → Public Works
     • Water leaks → Watershed Management
     • Code concerns → Code Enforcement

3. City staff review and schedule work

   • Some issues are handled quickly (like obvious potholes or simple trash misses).
   • Others may need inspection, scheduling, or coordination with private utilities.

4. Status updates (if available)

   • If you used an online system or app, you can often log in to see updates:
     • Received
     • In progress
     • Completed or closed

5. Possible follow-up

   • In some cases, city staff might call or email you for more information, especially if the location or issue is unclear.

Typical Response Times and What to Expect

Response times in Atlanta can vary based on:

• Type of request (emergency vs. routine maintenance)
• Weather conditions
• Budget and staffing levels
• How many similar requests are already in the queue

Common patterns residents often report:

• Minor potholes: Often addressed within days to a few weeks, depending on workload.
• Missed trash pickup: Sometimes resolved on the next service day or via a catch-up collection.
• Streetlight repairs: Timing can vary, especially if coordination with a utility company is needed.
• Code enforcement: May take longer because inspections, notices, and compliance periods are involved.

If it feels like your request is taking too long, you can:

• Call 311 again and provide your case number for a status check.
• Confirm that your location details were recorded correctly.

Key Atlanta 311 Contacts and Uses at a Glance

Below is a simple summary to keep the essentials clear:

Practical Tips for Using Atlanta 311 Effectively

A few simple habits make 311 much more effective for you and your neighbors:

• Be as specific as possible
  Clearly describe what is wrong and exactly where it is.

• Report issues early
  A small pothole or leak often gets worse—and more expensive—over time. Early reporting helps the city prioritize repairs.

• Use photos when you can 📸
  If the online system or app allows images, a good photo can help crews find and understand the issue faster.

• Note your case number
  Write it down, screenshot it, or save the confirmation email.

• Encourage neighbors to report too
  Multiple reports about the same recurring issue (like flooding at a specific corner or frequent trash misses on a block) can help show that it’s a pattern, not a one-time problem.

Using Atlanta 311 is one of the easiest ways to help keep the city running smoothly, whether you’re a long-time resident, a new arrival, or someone spending time in the city. Knowing when and how to contact 311—and what to expect after you do—puts you in a better position to address everyday problems and get accurate information from the City of Atlanta.