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Re: [betaNYC] 311 not taking reports of home flooding?

From: user 1.
Sent on: Thursday, May 8, 2014, 3:41 PM
I don't want to let this conversation die without addressing part of the original question - 311 is definitely the place to go for assistance with this type of issue. I'm not an expert on flooding, but from what I understand there are several different agencies that might be involved in this type of complaint, and the other responses from BetaNYC have hit the nail on the head. They have to figure out what the problem is before they can direct a customer to the right complaint form or transfer them to the right agency. There's also a point where a flooded basement may just have to be resolved by the homeowner themselves (usually if it's an internal plumbing issue, not a City utility issue). It's hard to say what the right response would be to these calls without actually listening to the call itself. 

I did want you to know that I have passed the information on to my colleagues at 311 who will look into this report and make sure we're doing everything we can to ensure good customer service. 

Best,
Cindy Zweier
speaking as a BetaNYC member who also happens to work at 311


On Tue, May 6, 2014 at 11:59 AM, Nate Heasley <[address removed]> wrote:
Seems to me (as I read the description) this is a street flooding issue and that the problem may be that residents are reporting it as a home flooding. Which it is, but if it's being flooded from the street it's a sewer problem (not to be confused with a sewage problem). Home flooding, i.e. water coming in to the basement, from ground water, isn't really a city problem at least as I understand it. Unless that water is coming from a main or something.



On Tue, May 6, 2014 at 11:49 AM, Ralph Yozzo <[address removed]> wrote:
Wow.  Hi Liz,

We have a similar situation on our block.

In our case, our street curb has cracks and holes and when the rains come it pours into the cracks instead of going to the one storm drain that is a 1000 ft away.


But I agree with you that you should not have to be a systems engineer to report flooding.

Ralph


On Tue, May 6, 2014 at 11:37 AM, Liz <[address removed]> wrote:
Hi BetaNYC, 

I'm hearing from a couple Staten Island residents that 311 does not take reports of home flooding, saying, "we have no way of documenting water coming up from basements. If it was sewerage backing up into your home, we could document that. We can record street or intersection flooding, but not flooding from water that is flowing over the curb, and then filling up basements and homes."

Later, I can send the email that this is paraphrased from. 

In our opinion, where should these home flooding reports go? should 311 be able to take this information? 





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