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Riverside Civic AssociationRiverside Civic Association

Resident Guide

311 vs 911 — When and How to Report

Pick the right reporting channel, file effective 311 requests, and know what to expect.

If you are unsure and there is any immediate danger to life or property — call 911.

Quick Numbers — Save These

Which Number Do I Call?

At a Glance

Use 911 when...

  • Immediate threat to life, safety, or property
  • Crime in progress or just occurred
  • Fire, smoke, gas leak, downed power line
  • Medical emergency, serious injury

Use 311 when...

  • Non-urgent City service request
  • You need a department to fix or inspect something
  • You want a tracking number for follow-up
  • The issue is recurring and needs documentation

Use HPD non-emergency when...

  • Police matter that is not an emergency
  • Need to file a report after the fact
  • Suspicious activity, no immediate danger
  • Routine police response needed

When to Call 911

Crimes in progress (burglary, assault, robbery, shots fired)
Fires, smoke, or explosions
Gas leaks (also call CenterPoint at 713-659-2111 — leave the area first)
Downed power lines or live electrical hazards
Medical emergencies, serious injuries, or unresponsive persons
Active threats to a person's safety (domestic violence, stalking, weapon present)
Traffic collisions with injuries or blocked roadway
Anything where waiting could cost a life or cause serious property loss

Do not file emergencies through 311, social media, Telegram, Facebook, Nextdoor, or RCA email. Call 911.

When to Call 311

311 is the City of Houston's non-emergency service request line. Use it for:

-Illegal dumping, trash, or debris on public property
-Missed trash, recycling, or heavy trash pickup
-Potholes, damaged streets, broken curbs
-Streetlight outages
-Abandoned vehicles on public streets
-Overgrown weeds, junk on private lots, code violations
-Drainage issues, clogged storm inlets, flooding
-Stray, aggressive, or injured animals (BARC)
-Broken sidewalks, missing signs, traffic signal issues

How to file:

  • Phone: dial 3-1-1 (or 713-837-0311 from outside Houston)
  • Online: houstontx.gov/311
  • Mobile app: Houston 311 (iOS / Android)
  • Language access: interpreters available on request — just ask.

How to File an Effective 311 Request

A well-documented 311 request gets resolved faster and gives RCA stronger evidence when we escalate to District D, Code Enforcement, or HPD.

1. Capture evidence first

  • Take photos and short video — multiple angles.
  • Include something that shows the address (house number, cross street sign).
  • Note the date and time you observed the issue.
  • If recurring, note how often and when.

2. Pick the right category

  • Solid Waste: missed pickup, heavy trash, illegal dumping
  • Public Works — Streets: potholes, damaged pavement
  • Public Works — Drainage: flooding, clogged storm inlets
  • Neighborhood Protection: high weeds, junk, dangerous structures
  • BARC: animals

3. Be specific

  • Exact address or nearest intersection
  • What is wrong, in one sentence
  • How long it has been there
  • Whether it is recurring and how often
  • Any safety concern (blocking sidewalk, attracting rodents)
  • What you want fixed

4. Save the SR number

  • You get a Service Request number immediately after submitting.
  • Without it, the City cannot look up your report.
  • Screenshot or note it down right away.
  • Reference it in any follow-up to District D or city staff.

Effective 311 Description — Template

Address / intersection: 1234 Example St (corner of Example and Sample)

Issue: Illegal dumping — household furniture and bags of construction debris

First observed: Friday, May 1, 2026, around 7:00 AM

Recurring? Yes — third time in 60 days at this corner

Safety concern: Blocking sidewalk, attracting rodents, near school walking route

Requested action: Removal and posting of "No Dumping" enforcement signage

Photos: Upload directly in the 311 request (3 photos, multiple angles)

Follow Up If It Stalls

  1. Check status at houstontx.gov/311 using your SR number.
  2. For Solid Waste SRs, call 832-394-1453.
  3. For Code Enforcement, call Neighborhood Protection at 832-394-0600.
  4. For repeat or stalled issues, email District D at districtd@houstontx.gov with the SR number, photos, dates, and requested action. Copy riversidecivic@gmail.com so RCA can track and add weight.

What 311 Will Not Do

311 does not dispatch police, fire, or ems

Use 911 or HPD non-emergency (713-884-3131).

311 does not handle private disputes

Neighbor noise without ordinance violation, civil/property line disagreements, HOA matters.

311 does not enforce deed restrictions

Use the Deed Restriction Hotline: 832-393-6333.

311 does not handle tabc / alcohol-licensed-business issues

File via the TABC AIMS portal. Copy HPD Vice (713-308-8600).

Related Guides

Community Contacts

Full directory of emergency numbers, city services, utilities, elected officials, and community resources.

View contacts

Houston Trash & Heavy Trash

Pickup schedules, heavy trash rules, depositories, and how to dispose of bulky or hazardous items legally.

Read the guide

Last reviewed May 10, 2026. Send corrections to riversidecivic@gmail.com.

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