FixMyStreet for Parish & Town Councils FAQs

Getting started

What does FixMyStreet for Parish & Town Councils do?

FixMyStreet for Parish & Town Councils allows one person involved in the running of a local council (typically the clerk) to define which types of street issue the local council is responsible for, and then receive email notifications when local residents report issues in those categories.

Your council’s logo (if you have one) is also displayed on your All Reports page, making it a convenient page to share with residents when you want to demonstrate the issues your council is currently handling.

What’s involved in the set-up?

You’ll complete a short form to provide your details and council logo, select the categories for which you want to receive reports, set up your payment subscription - and that’s it!

How much does it cost?

£20 per month payable via card or direct debit using Stripe. You can cancel at any time.

Can we cancel at any time?

Yes, you are not locked into a contract. if you decide it’s not working out for you, you can cancel whenever you like.

How will we receive reports?

Reports will be sent to the email address you provide.

Can reports be sent into another of our systems?

If you have a case management system and you want your reports to be delivered directly into it, you can set up or ask your website provider to set up an Open311 integration (which is free), or we can set up an integration for you (this costs £18,750/year).

Please contact us to discuss your options.

How do we reply to FixMyStreet reports?

Replies to each email report will go directly into the report-maker’s inbox, and/or you can add replies to reports on the website so that anyone in the community can stay updated.

All reports are published on the map so that anyone with an interest can see what’s been reported and what’s happening about the issues.

We’re responsible for some reports in a category but not others, how do we make sure we only receive those we’re responsible for?

If, for example, you are only responsible for some of the street lights in your area, choose a category name that would make it clearer to the user which category they should pick. For example, "Road signs on the estate roads".

I have a suggestion for how FixMyStreet could be used by my local authority, or another authority in my region—who can I speak to?

Please start by speaking to the authority in question, because we can’t change anything about the way an authority interacts with FixMyStreet without their involvement.

How it works

Can we use asset data?

Yes. If you or a principal authority is able to provide an asset layer to be displayed on the map to show which assets belong to which authority, the starting price for this is £5,000 per year.

Please contact us to discuss options for applying this.

Our principal authority uses FixMyStreet Pro—how will our version of FixMyStreet work with theirs?

It will work however you both want it to. The first step would be to speak to your principal authority. We can facilitate whatever process you require.

If you want to find out more in the meantime you can book onto the next webinar.

I’m from a Unitary / County / District / City / Metropolitan Borough level authority – can we set this up for our parishes?

FixMyStreet’s technology is available to a variety of public authorities, with different plans and pricing available to suit individual requirements.

If you’re already a FixMyStreet Pro user and you would like to incorporate parish and town council functionality into your service, please speak to your account manager and we can set this up for you.

If you’re not a FixMyStreet Pro user and you would like to set up a Pro service incorporating parish and town council reporting, send us a message and we can discuss your needs.

Accounts and admin

How do I change the email address where you send reports?

Please contact us and we can get it updated.

We need to receive reports in more categories, how do we add them?

Visit the admin area where you can add or change a new category.

We are no longer responsible for a category, how do we remove it?

Visit the admin area where you can remove categories.

How do we cancel our subscription?

Visit the admin area from where you can cancel your subscription.

When things don’t go as planned

The site isn’t working

First, check if your internet connection is ok.

If there are no problems at your end, please wait a few minutes, and then try again. It might be that we are carrying out a quick spot of maintenance.

If the issue hasn’t been resolved after a few minutes, contact the FixMyStreet user support team.

Please include the wording of any error message you see displayed, which browser you are using (eg Internet Explorer, Firefox, Safari), whether you’re on a desktop or mobile computer, and anything else that might be relevant.

We’ve set everything up but we’re not receiving reports

Check your email’s spam folder first.

If reports haven’t accidentally landed in there, and you’re absolutely confident you should have received some reports by now, please contact the FixMyStreet user support team and include as much information as possible.

We’ve received a report that isn’t our responsibility

We send reports based upon the category chosen by the user, so this can occasionally lead to something being sent not to the authority best placed to deal with an issue.

Please let the user know so they can resubmit their report in a more appropriate category.