A bill designed to enhance the 311 complaint management system cosponsored by Councilman Eric Dinowitz (C.D. 11) was adoped into law on Feb. 22, and though residents of Council District 11 welcome the news, getting property owners to act on 311 complaints and clean up their properties is still a major challenge according to residents.
The councilman, who represents Bedford Park, Norwood, Kingsbridge Heights-Van Cortlandt Village, Kingsbridge, Riverdale-Spuyten Duyvil, Wakefield-Woodlawn, Woodlawn Cemetery and Van Cortlandt Park, said Local Law 13 of 2025 (previously Bill No. 0587A-2024) requires the 311 Customer Service Center to conduct customer satisfaction surveys after each 311 call is deemed resolved, complete, or closed. It also requires the center to provide the customer with an option to ask for the request or complaint to be reopened.
Eighteen other council members also cosponsored the bill which was unanimously approved by the full City Council in January. With the enactment of the law, the 311 Resolution Satisfaction (RSAT) Online Dashboard became available to the public. The councilman said the dashboard compiles feedback from New Yorkers on how well city agencies resolve 311 complaints, providing real data on service effectiveness across different problem areas.
“All too often, I’ve heard that cases are closed prematurely or the result says ‘resolved’ when it hasn’t been,” Dinowitz said. “The newly unveiled 311 RSAT provides valuable insight into how New Yorkers perceive the resolution of their service requests. With an average satisfaction score of 36 out of 100, the data underscores the need for improved responsiveness and resolution quality across city agencies.”…