The first useful step is making the problem easy to locate. The 1823 app brings together location, text, photographs and case replies for non-emergency government service requests.
What to have ready
Describe the problem before choosing the form
Install the current app from the official 1823 download page and choose the relevant request or complaint form; use Others when no suitable topic appears. The service answers participating departments' enquiries and routes government-service complaints to the relevant organisation. Before opening a report, decide whether the situation needs immediate assistance. Injury, fire or an immediate threat to life requires an emergency response, rather than waiting for an online case to be read.
A useful message might say: 'On Tuesday morning, a pile of rubbish beside the bus stop near lamp post X occupied part of the footpath. Please inspect and arrange removal.' Replace the example with your actual location and observation. State what you saw without guessing who caused it. Keep unrelated locations distinct so a crew can identify each task, and add later observations to the original case when they concern the same problem.
Check that the map pin points to the problem
The app can mark a location through its map, a lamp-post number or a photograph's geographic information. Your present phone location may be across the road, and an older photo may lack useful coordinates. Zoom in and check the pin before submitting, then add whether the problem is at ground level, on a footbridge or in a subway. Pair a context photograph with a clear close-up, taking both from somewhere safe without approaching damaged equipment.
The official guidance sets limits for text and total attachments. Put time, place, observed problem and impact into a concise message, then attach relevant images. Keep your original evidence while preparing copies that avoid unrelated identity details; a bystander's face or a whole identity document is rarely needed to locate a street defect. Saving a draft only preserves preparation. Complete verification and look for the submission confirmation and reference before treating the request as lodged.
Follow up through the same case
Save the reference, submission date and photographs together and check My Cases for replies. A department may also contact you by phone or email, so an empty notification screen does not establish that nobody responded. A referral proves routing, and an inspection arrangement does not prove a repair. If the reply leaves the actual issue unclear, ask which department is handling it, what the next action is and how a further update will reach you.
For a recurrence, add the new observation time and what changed rather than submitting an identical photograph every day. Before changing phones, preserve important replies and follow the app's official migration instructions. The 1823 website also provides forms and case-status channels when an app is unsuitable. A well-located request makes follow-up clearer, but the responsible department and the nature of the task still determine the handling arrangements and eventual result.
Locate it precisely, describe the evidence, keep the reference and check the actual outcome.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.