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Who do
I call?
Calling the wrong office is the single most common reason people give up on a problem. 190 of them are listed here with the office that actually owns each one, and every city assignment was checked against the routing table 311 really uses, not against a description of what an agency is meant to do.
190 of 190 shown
Renting & landlords
No heat or no hot water in a rental
The City→ Housing Preservation & Development, via 311. Heat season runs Oct 1 to May 31
Mold, damp or a persistent leak in a rental
The City→ HPD via 311. Health Dept. also takes mold complaints directly
Peeling paint, cracked plaster, or lead paint with a child in the home
The City→ HPD via 311. Lead with a child under six is treated as a priority
Mice, rats, roaches or bedbugs inside a rental
The City→ HPD via 311 — it is the landlord's legal duty to exterminate
Broken door, window, lock or buzzer
The City→ HPD via 311
No electricity, dead outlets, or exposed wiring in a rental
The City→ HPD via 311
Broken elevator in an apartment building
The City→ HPD via 311 for a rental; Dept. of Buildings for anything else
The landlord simply will not do the repair
The City→ HPD first to create the record, then Housing Court — an HPD violation is the evidence you sue on
Rent overcharge in a rent-stabilized apartment
Albany→ NYS Homes & Community Renewal, Office of Rent Administration (DHCR). Six-year lookback, and a wilful overcharge can carry treble damages
Am I even rent-stabilized?
Albany→ Request your apartment's rent history from DHCR — it is free and it is the only authoritative answer
Landlord will not renew a stabilized lease, or is changing the terms
Albany→ DHCR — renewal on the same terms is mandatory for a stabilized unit
How much can a stabilized rent go up this year?
The City→ The Rent Guidelines Board sets the percentage each June. Nine members, all appointed by the Mayor
Rent laws, good cause eviction, tenant protections as policy
Albany→ Your State Assembly Member and State Senator. Rent law is written in Albany, not at City Hall
Served with an eviction notice, or a case is already in court
Albany→ Queens Housing Court. You have a right to a free lawyer in eviction cases under NYC's Right to Counsel
Locked out, or the landlord changed the locks
The City→ Call 911 — an illegal lockout is a crime. Then Housing Court for an order to restore you
Landlord harassment, pressure to leave, buyout offers
Albany→ HPD, and the Tenant Protection Unit at NYS HCR
Security deposit not returned
Albany→ The NYS Attorney General's office. A deposit must come back within 14 days of move-out
Landlord refuses a reasonable disability accommodation
The City→ NYC Commission on Human Rights, and/or the NYS Division of Human Rights
Landlord will not accept a housing voucher
The City→ NYC Commission on Human Rights — source-of-income discrimination is illegal in NYC
Public & affordable housing
A repair in a NYCHA apartment
The City→ NYCHA's own Customer Contact Center, 718-707-7771, open 24/7, or the MyNYCHA app — NOT 311 and NOT HPD. Get the ticket number
NYCHA repair ticket has been open for months
The City→ Escalate to your development's property manager, then your Council Member. NYCHA is also under a federal monitor
Applying for affordable housing
The City→ NYC Housing Connect, run by HPD. Lotteries only — there is no waiting list to join
Section 8 voucher questions
The City→ NYCHA for its portion of the programme, HPD for the portion HPD administers. Check which one issued your voucher
Homeless tonight, or about to be
The City→ Dept. of Homeless Services — PATH in the Bronx for families with children, a drop-in or assessment centre for single adults
Someone sleeping on the street or in the subway
The City→ Dept. of Homeless Services via 311, which dispatches outreach rather than police
Behind on rent and trying to avoid eviction
The City→ HRA's Homebase programme for one-shot arrears help, before a court case starts
Buildings & construction
Construction with no permit posted
The City→ Dept. of Buildings via 311
Unsafe scaffolding or a sidewalk shed that never comes down
The City→ DOB via 311
A building looks structurally unsafe — cracks, bulging, leaning
The City→ DOB via 311, which has an emergency response team. If collapse looks imminent, 911
Illegal basement, attic or garage apartment
The City→ DOB via 311. Note this can put the occupant at risk of losing their home
Construction work outside permitted hours
The City→ DOB for the permit, DEP for the noise itself — two separate complaints
Construction dust that might contain lead
The City→ Dept. of Health & Mental Hygiene via 311
Asbestos being disturbed
The City→ DEP via 311, and DOHMH. Asbestos abatement requires its own permit
Boiler smoking, or heating plant failing
The City→ DOB via 311
Crane, hoist or heavy equipment concern
The City→ DOB via 311
Work being done on a landmarked building
The City→ Landmarks Preservation Commission
Streets & sidewalks
Pothole
The City→ Dept. of Transportation via 311
Streetlight out, flickering, or on all day
The City→ DOT via 311
Traffic signal broken, or its timing is wrong
The City→ DOT via 311
Street sign missing, damaged or dangling
The City→ DOT via 311
Cracked, lifted or dangerous sidewalk
The City→ DOT via 311 inspects — but the adjoining property owner is legally responsible for the repair
Sidewalk cracked and lifted by a tree root
The City→ Parks Dept., not DOT. Anything involving the tree belongs to Parks
Damaged kerb
The City→ DOT via 311
Want a speed bump, crosswalk, stop sign or daylighting
The City→ DOT decides, but a Community Board resolution and your Council Member's support move it up the list
Bus shelter broken or missing
The City→ DOT via 311
Bike rack request, or a broken one
The City→ DOT via 311
Snow or ice not cleared from the street
The City→ DSNY via 311
Snow not cleared from a sidewalk
The City→ The property owner must clear it; DSNY enforces and can fine them
Pothole or roadwork on the Van Wyck, Grand Central or Cross Island
Albany→ NYSDOT — state highways, which answer to the Governor, not to City Hall
Traffic & parking
Illegally parked car
The City→ NYPD via 311
Car blocking your driveway
The City→ NYPD via 311
Abandoned car that still looks driveable
The City→ NYPD via 311
Stripped, burnt-out or derelict vehicle
The City→ DSNY via 311 — a derelict vehicle is Sanitation's, an abandoned one is NYPD's
Fight or pay a parking ticket
The City→ Dept. of Finance, which adjudicates parking summonses
Broken parking meter or muni-meter
The City→ DOT via 311
Cars speeding down your block
The City→ NYPD for enforcement, DOT for street design. Camera powers are set in Albany
Speed camera and red-light camera programmes
Albany→ The state legislature authorises them; DOT operates them
Blocked bike lane
The City→ NYPD via 311
E-scooters or e-bikes dumped on the footpath
The City→ DOT via 311
Fake or misused parking placard
The City→ NYPD, and the Dept. of Investigation for city-employee abuse
Residential parking permits
Albany→ They do not exist in New York City. Creating them needs state authorisation
Getting around
Subway or bus delays, service cuts, fare increases
Albany→ The MTA — a STATE authority. Your Council Member has no power here; escalate to the Governor and your state legislators
Broken subway lift, or a station with no accessible route
Albany→ The MTA. Accessibility commitments come from a federal consent decree
LIRR fares, schedules or service
Albany→ The MTA
Want a bus route changed, or a stop moved
Albany→ The MTA decides. Your Community Board and Council Member can carry the case
Access-A-Ride problem
Albany→ The MTA's paratransit division
Congestion pricing
Albany→ The MTA administers it under state law
Taxi or Uber/Lyft driver complaint
The City→ Taxi & Limousine Commission via 311
Left something in a taxi or for-hire vehicle
The City→ TLC lost property, via 311
Ferry service or a ferry landing
The City→ DOT via 311
LaGuardia or JFK aircraft noise and flight paths
Washington→ The Port Authority of NY & NJ runs the airports; the FAA sets flight paths. Neither answers to any Queens official
Helicopter noise
The City→ Economic Development Corporation, which manages the heliports, via 311
Trash & recycling
Missed rubbish or recycling collection
The City→ DSNY via 311
Illegal dumping
The City→ DSNY via 311. A licence plate or photo makes enforcement far more likely
Dirty street, or a filthy vacant lot
The City→ DSNY via 311
Get a large item collected — mattress, sofa, appliance
The City→ DSNY via 311. Appliances with refrigerant need a separate appointment
Get rid of electronics, paint or other hazardous waste
The City→ DSNY via 311 — electronics cannot legally go in the rubbish
Graffiti
The City→ DSNY via 311 for free removal; NYPD if you want it treated as a crime
Overflowing litter basket, or you want one on your corner
The City→ DSNY via 311
Composting and the brown bin
The City→ DSNY via 311
Business leaving trash bags out all day
The City→ DSNY via 311. The private carter is licensed by the Business Integrity Commission
Abandoned bike rusting on a signpost
The City→ DSNY via 311
Dead animal on the street
The City→ DSNY via 311
Noise
Neighbour's party, loud music or shouting
The City→ NYPD via 311
Bar, club or restaurant noise late at night
The City→ NYPD via 311 for the noise. The liquor licence itself is the State Liquor Authority's, and your Community Board is consulted on it
Car alarms, revving engines, modified exhausts, music from cars
The City→ NYPD via 311
Construction or machinery noise
The City→ DEP via 311 — not NYPD. DEP enforces the noise code on equipment
Air conditioning or ventilation unit droning
The City→ DEP via 311
Noise coming from a park
The City→ NYPD via 311
Ice cream truck jingle running for hours
The City→ NYPD via 311 — jingles are only legal while the truck is moving
Water, sewer & air
No water, or very low pressure
The City→ DEP via 311
Water main break, or water bubbling up through the street
The City→ DEP via 311
Sewer backing up
The City→ DEP via 311
Street floods every time it rains
The City→ DEP via 311 — usually a blocked catch basin or an undersized sewer
Water bill dispute
The City→ DEP, which bills for water separately from property tax
Tap water tastes, smells or looks wrong
The City→ DEP via 311, which will test it
Lead in drinking water
The City→ DEP via 311 for a free test kit
Smell, fumes or smoke in the air
The City→ DEP via 311
Truck or bus idling outside
The City→ DEP via 311. Idling over three minutes is illegal, and citizens can file their own complaints
Oil or chemical spill
The City→ DEP via 311 for small spills; NYS Dept. of Environmental Conservation for anything larger
You smell gas
Albany→ Leave, then call Con Edison or National Grid immediately. Not 311
Power outage, or a Con Edison / National Grid billing dispute
Albany→ The utility first. If that fails, the NYS Public Service Commission regulates them
Parks & trees
Dead, dying or dangerous street tree
The City→ Parks Dept. via 311
Branches overhanging a roof, window or wires
The City→ Parks via 311. Never prune a street tree yourself — that is a fineable offence
Want a street tree planted
The City→ Parks via 311. It is free, and it goes on a planting list
Someone damaging or removing a tree
The City→ Parks via 311 — removing a street tree without a permit is an offence
Broken playground equipment, or a park in bad repair
The City→ Parks via 311
Rockaway beach or boardwalk problem
The City→ Parks for the city beach and boardwalk. Jacob Riis and Fort Tilden are federal, run by the National Park Service
Flushing Meadows Corona Park — an event, a permit, or a condition
The City→ Parks via 311. Large events also need a permit from the Parks special events office
Want capital money for a park, library or school lab
The City→ The Borough President and your Council Member both hold capital budget allocations
Pests & animals
Rats on the street, in a yard or in a business
The City→ Dept. of Health & Mental Hygiene via 311. Inside a rental, it is HPD instead
Mosquitoes, or standing water breeding them
The City→ DOHMH via 311
Bee or wasp nest
The City→ DOHMH via 311, which uses beekeepers for honeybee swarms
Pigeon droppings or a feeding problem
The City→ DOHMH via 311
Animal being abused or neglected
The City→ NYPD via 311 — the NYPD handles animal cruelty in NYC
Stray, injured or aggressive animal
The City→ Animal Care Centers of NYC via 311. A dog bite also goes to DOHMH
Dog off its leash where it should not be
The City→ DOHMH via 311; Parks if it is inside a park
Racoon, opossum, or wildlife in your building
The City→ DOHMH via 311. For wildlife in a park, Parks
Food, health & shops
Restaurant looks unsanitary, or you want to query a letter grade
The City→ DOHMH via 311
You think a restaurant made you ill
The City→ DOHMH via 311 — report it even if you are not certain, it is how outbreaks get found
Unlicensed food cart or truck
The City→ DOHMH via 311 for anything selling food
Street vendor blocking the pavement
The City→ Three different agencies: NYPD for vending offences, DSNY for vendor enforcement, DOHMH if food is involved
Smoking or vaping where it is banned
The City→ DOHMH via 311
Unlicensed shop selling cannabis
The City→ The Sheriff's Office, via 311, which does the enforcement raids
Licensed cannabis retail — where it can open, and the rules
Albany→ NYS Office of Cannabis Management. Your Community Board gets to comment on applications
Day care or nursery conditions
The City→ DOHMH via 311, which permits and inspects child care
Cold workplace, or bad indoor air at work
The City→ DOHMH via 311 for indoor air quality and for heat in a non-residential space — not HPD
Overcharged, misled, or a business will not honour a price
The City→ Dept. of Consumer & Worker Protection via 311
Debt collector harassing you
The City→ DCWP, which licenses debt collectors in NYC, and the federal Consumer Financial Protection Bureau
A large-scale fraud or a pattern across many people
Albany→ The NYS Attorney General's office
Schools & children
School building broken — heat, leaks, toilets
The City→ Dept. of Education via 311
Curriculum, a principal, admissions or busing
The City→ DOE, which reports to the Mayor. Mayoral control of the schools is set by Albany
Elementary school zoning lines
Your Block→ Your Community Education Council — an elected body of public school parents, one per district. Queens has CECs 24 through 30
School funding levels
Albany→ The state legislature, through Foundation Aid
Bullying, or your child is unsafe at school
The City→ The principal first, in writing. Then the DOE's Office of Safety & Youth Development, then the district superintendent
Special education services not being delivered
The City→ The DOE first, then a state impartial hearing — a legal right, and free
Child care help or a voucher
The City→ HRA administers child care vouchers; DOE runs 3-K and pre-K
You think a child is being abused or neglected
Albany→ The NYS Central Register hotline, 24 hours. Administration for Children's Services investigates in NYC
After-school, youth jobs or summer programmes
The City→ Dept. of Youth & Community Development. Your Council Member funds many of these directly
Money & benefits
SNAP / food stamps
The City→ Human Resources Administration — the city runs it, the money is federal
Cash assistance
The City→ HRA
Medicaid, or health insurance enrolment
The City→ HRA, or NY State of Health for the marketplace
Help paying a heating bill
The City→ HRA administers HEAP
Unemployment benefits
Albany→ NYS Dept. of Labor — a state programme, not a city one
Unpaid wages, or less than minimum wage
The City→ DCWP enforces NYC labour law; the NYS Dept. of Labor enforces state wage law
Paid family leave, disability, or workers' compensation
Albany→ NYS Workers' Compensation Board
Sick leave your employer will not give you
The City→ DCWP — NYC's paid safe and sick leave law is city law
Property tax bill, assessment, or an exemption like STAR, SCHE or DHE
The City→ Dept. of Finance
Social Security, Medicare, VA benefits or an IRS problem
Washington→ Your U.S. Representative's caseworkers. This is the single most effective use of a congressional office
The city damaged your property or injured you
The City→ File a claim with the Comptroller before you sue — usually within 90 days
Funding for a local nonprofit, senior centre or programme
The City→ City Council discretionary funds, through your Council Member
Documents & immigration
Immigration case stuck at USCIS
Washington→ Your U.S. Representative's caseworkers can make a congressional inquiry
Need free, trustworthy immigration legal advice
The City→ ActionNYC, run through the Mayor's Office of Immigrant Affairs. Free and confidential regardless of status
Passport application or renewal problem
Washington→ Your U.S. Representative's office for urgent cases
IDNYC card
The City→ HRA runs IDNYC. Available regardless of immigration status
Birth or death certificate
The City→ DOHMH holds NYC vital records
Marriage licence
The City→ The City Clerk
Driver licence, registration, plates or a road test
Albany→ NYS Dept. of Motor Vehicles — state, not city
You want a document the city holds
The City→ File a FOIL request with the agency that holds it. Every agency has a records access officer
Work & business
Opening a business, or a licence for one
The City→ DCWP licenses most businesses; Small Business Services helps you through it
Outdoor dining or a sidewalk café
The City→ DOT, which runs the Dining Out NYC programme
A new liquor licence near you
Your Block→ Your Community Board reviews it and advises the State Liquor Authority, which decides. The board's opinion carries real weight here
Illegal sign, awning or illuminated advert
The City→ DOB via 311
Short-term rental operating illegally next door
The City→ The Mayor's Office of Special Enforcement
Commercial rent going up, or a lease dispute
The City→ There is no commercial rent regulation in New York City. SBS runs free commercial lease assistance
Business Improvement District question
The City→ Small Business Services oversees BIDs
Police, courts & rights
A crime is happening now
The City→ 911. For anything non-urgent, 311 or your precinct
Police used excessive force, was abusive, insulting, or lied
The City→ The Civilian Complaint Review Board — it covers force, abuse of authority, discourtesy, offensive language and untruthful statements
Police corruption, theft, or off-duty criminal conduct
The City→ NOT the CCRB — it has no jurisdiction. NYPD Internal Affairs, or the Queens District Attorney
A school safety agent or traffic enforcement agent behaved badly
The City→ NYPD directly — the CCRB's jurisdiction covers sworn officers only, not agents
Ongoing problem on your block the precinct is not fixing
The City→ Your precinct's Neighborhood Coordination Officers, then the precinct's Community Council, then your Council Member
Whether someone gets prosecuted
The City→ The Queens District Attorney — separately elected, and independent of the Mayor
Discriminated against in housing, at work, or by a business
The City→ NYC Commission on Human Rights. The NYS Division of Human Rights is a parallel route with different deadlines
Someone owes you under $10,000
Albany→ Queens Small Claims Court — no lawyer needed, and the filing fee is small
Someone is in jail on Rikers
The City→ Dept. of Correction. The Board of Correction is the oversight body
A city employee is corrupt, or a contract looks rigged
The City→ Dept. of Investigation — the city's own inspector general
Jury duty summons
Albany→ The state court system, which runs the courts. The city has no role
Development on your block
A rezoning or a big new building near you
Your Block→ Community Board first, then the Borough President, then City Planning, then the City Council — whose vote is the one that binds. This is ULURP
A developer wants an exception to the zoning rules
The City→ The Board of Standards and Appeals grants variances. Your Community Board is heard first
You want a building or district landmarked
The City→ Landmarks Preservation Commission — anyone can submit a Request for Evaluation
A shelter, depot or city facility being sited near you
Your Block→ It goes through the Community Board under the Fair Share rules, then the ULURP chain
You want a say in how a slice of the budget is spent
The City→ Participatory budgeting, run by your Council Member
Voting & records
Register to vote, or find your poll site
The City→ NYC Board of Elections
Something went wrong at a poll site
The City→ NYC Board of Elections, and the NYS Attorney General's election protection hotline
Running for office, petitioning, or campaign matching funds
The City→ Board of Elections for ballot access; the Campaign Finance Board for matching funds
Who actually represents me?
Your Block→ Type your address into this site. Six layers, one answer
When nothing works
311 keeps closing your ticket with nothing done
Your Block→ Your Community Board's district manager. They sit on the District Service Cabinet with the local agency chiefs, which is where this actually gets unstuck
An agency will not respond to you at all
The City→ Your Council Member's district office first — casework is most of what they do — then the Public Advocate
Your landlord is part of a citywide pattern
The City→ The Public Advocate's Worst Landlord Watchlist, and Comptroller audits
You genuinely do not know where to start
Your Block→ Your Community Board's district manager. It is a paid, year-round professional whose job is knowing which agency owns what
If you remember one thing
Four rules that
settle most of it.
Enough to get the right office on the first try, without searching for anything.
It is physically on the street
A city agency. Potholes, trash, streetlights, trees, hydrants, parking — start at 311 and get a service request number.
It is money you pay to live somewhere
Mostly state law. Rent increases, evictions, tenant rights — your Assembly Member and State Senator.
It is a train or a bus
The MTA, which answers to the Governor, with your State Senator applying pressure.
It is immigration, a passport, Social Security or the VA
Your U.S. Representative. Their caseworkers do exactly this, for free.
Checked, not assumed
The ones almost
everyone gets wrong.
These come straight out of NYC Open Data's own 311 service request records, grouped by complaint type and the agency that actually received it. Not what the agencies say they handle — what 311 did with the ticket.
Commonly assumed
Noise is one agency
It is four. NYPD takes residential, street, commercial, vehicle, park and house-of-worship noise. DEP takes construction and machinery. EDC takes helicopters.
Commonly assumed
Graffiti is sanitation
It is both. DSNY removes it; NYPD treats it as a crime. Which one you want depends on whether you need it gone or need it investigated.
Commonly assumed
NYCHA repairs go to 311
They go to NYCHA's own Customer Contact Center, 718-707-7771, open 24 hours. Not HPD, not 311. This is the single most consequential mistake on this list.
Commonly assumed
A cracked sidewalk is DOT
Usually — unless a tree root cracked it, which makes it Parks. Look at what lifted the slab before you file.
Commonly assumed
No heat is always HPD
In a home, yes. In a commercial space it is DOHMH. The same cold building has two different owners depending on what it is used for.
Commonly assumed
Abandoned and derelict are synonyms
Not to the city. An abandoned vehicle is NYPD; a derelict one is DSNY. Street vending splits three ways: NYPD, DSNY enforcement, or DOHMH if it is food.
Next
Now find out whose
district you are in.
Knowing that rent is a state matter only helps once you know which State Senator to call. One map, five layers, every seat over your own address.
Who runs Queens →City assignments checked against NYC Open Data's 311 Service Requests (dataset erm2-nwe9), grouped by complaint type and receiving agency. Non-311 jurisdictions verified individually against the agency's own published scope. No phone numbers except NYCHA's, on purpose: 311 is the number for effectively every city agency, and printing direct lines that get quietly reassigned is worse than printing none. Verified 6 August 2026. Information, not legal advice.