630-CITY in 6 Steps: How to Report Potholes, Broken Signals and Other Problems in Jacksonville

JACKSONVILLE, Fla. - Jacksonville residents can report potholes, broken traffic signals, drainage problems and damaged sidewalks by calling (904) 630-CITY (2489) or submitting a service request through the city's MyJax portal. The system also allows residents to report certain property code violations and track requests online. Knowing which agency maintains a road or handles a particular problem can help residents direct their reports to the appropriate office.

The city's Right of Way and Stormwater Maintenance Division maintains more than 3,854 miles of paved roads and approximately four miles of unpaved roads. It also maintains more than 1,200 miles of drainage ditches, along with stormwater ponds, curbs, inlets and culverts. However, some roads fall under state jurisdiction, while JEA handles streetlight outages and certain utility problems. Here is how to report a problem in six steps.

Step 1: Find Out Who Owns the Road

Before reporting a pothole, drainage problem or damaged sidewalk, determine whether the city maintains the affected road. Jacksonville's Right of Way and Stormwater Maintenance Division handles city-owned streets, sidewalks, local bridges and drainage infrastructure. The division maintains only roads that the city has formally accepted for maintenance.

Some roads classified as private are actually unmaintained rights of way. Residents who need to determine whether a road is private can contact the city's Topo/Survey office at (904) 255-8786. The city also does not maintain every ditch or alley. A backyard ditch that does not carry stormwater from a city street, city property or public right of way is not considered city infrastructure. Platted alleys generally fall outside the city's maintenance responsibilities.

State roads require additional consideration. The Florida Department of Transportation maintains numerous roads in Duval County, including I-95, the I-295 Beltway, Normandy Boulevard (State Road 228), Beach Boulevard (U.S. 90) and Lem Turner Road (State Road 115). Residents can contact FDOT District 2 about state-maintained roadway issues.

Step 2: Call 630-CITY or Use the MyJax Portal

Jacksonville's primary customer service number is (904) 630-CITY, also written as (904) 630-2489. The city directs residents to that number for potholes, street drainage problems, resurfacing needs, damaged sidewalks and traffic signal issues. Residents can also submit requests through the city's online customer service system.

The MyJax portal provides access to city services and reporting tools. Its main menu includes Submit Request, Check Status, Get Info and Waste Wizard. The portal also links to a service request website, a knowledge base and a page for checking existing requests. The portal also links to a MyJax app for iPhone in Apple's App Store and for Android in Google Play.

Step 3: Give a Precise Location and Explain the Problem

When submitting a service request, provide the location of the problem and describe what needs attention. A street address or another precise location helps identify the affected area. Include enough detail to distinguish a pothole, damaged sidewalk, drainage blockage or malfunctioning traffic signal.

For drainage problems, explain whether the issue involves a roadside ditch, stormwater inlet, culvert or another drainage feature. Jacksonville maintains drainage infrastructure through both proactive work and service requests. The city evaluates maintenance responsibilities based partly on whether the infrastructure serves a city street, property or right of way.

Sidewalk requests follow a separate evaluation process. Residents can report damaged sidewalks through 630-CITY or the city's online reporting system, and staff evaluate requests under the Pedestrian Safety Improvement program. Requests for new sidewalks on residential streets require a petition supported by 75 percent of affected residents or property owners.

Property maintenance complaints can also go through the city. Jacksonville's Municipal Code Compliance Division investigates issues involving nuisance properties, unsafe structures, junk vehicles on private property and other applicable property maintenance or zoning codes. Tenants reporting plumbing problems, exposed wiring or holes in rental units can use the MyJax option labeled "House or Unit Issues" and provide details of their concerns and adequate contact information.

Step 4: Track the Service Request

After submitting a report online, residents can use the MyJax system to check its progress. The portal includes a Check Status option and a separate service requests status page. Residents can return to myjax.jacksonville.gov to reach those tools. Exact processing times for individual road, sidewalk, drainage or traffic signal complaints are not established by the information provided on the city's reporting pages.

Code compliance records require a different process when residents need more detailed case information. The city directs requests for code case records, liens and case status to records.coj.net. Residents requesting those records should include relevant addresses and Real Estate Numbers, also called RE numbers.

Step 5: Know When to Contact JEA or FDOT

Not every problem involving a Jacksonville street belongs to the city's road maintenance division. JEA handles reports of existing streetlights that are not working, while FDOT maintains many state roads. Identifying the responsible organization helps distinguish a city maintenance request from a utility or state highway matter.

JEA provides a Streetlight Reporting Map and a Streetlight Contact Form for reporting streetlight outages. Residents requesting a new streetlight should contact the city at (904) 630-CITY instead. JEA's residential customer service number is (904) 665-6000, with (800) 683-5542 available as another contact number.

For a severe sewage backup or water flowing backward into a home, JEA directs customers to call (904) 665-6000. That number is available for those problems 24 hours a day, seven days a week. JEA's Customer Solutions Center is located at 225 N. Pearl St. and operates Monday through Friday from 8 a.m. to 5 p.m.

FDOT District 2 maintains offices in Lake City and Jacksonville. Its Jacksonville Urban Office can be reached at (904) 360-5400 or (800) 207-8236, while its Lake City main office can be reached at (386) 758-3700 or (800) 749-2967. FDOT also provides information through nflroads.com and directs roadway debris reports to local maintenance offices.

Jacksonville does maintain some traffic equipment on state roads through an agreement with FDOT. The city's Traffic Engineering division maintains 550 traffic signals on state roads under that arrangement, in addition to signs, signals and lane markings on city roads. The city directs reports involving traffic signals, signs and pavement markings to 630-CITY or MyJax.

Step 6: Contact JSO for Public Safety Problems

The MyJax portal distinguishes routine service requests from public safety matters. For public safety problems, the city directs residents to Jacksonville Sheriff's Office dispatch at (904) 630-0500. Life-threatening emergencies should be reported through 911 rather than the routine city service request system.

The Jacksonville Sheriff's Office also lists (904) 630-7600 as its general information number. For neighborhood traffic violations, Jacksonville's Traffic Engineering guidance recommends contacting a local JSO substation or Sheriff's Watch. These matters follow a different reporting process from requests to repair physical roadway infrastructure.

A dark traffic signal also creates a separate responsibility for drivers. Under Florida Statutes Section 316.1235, drivers must stop at an intersection with an inoperative traffic signal as they would at a stop intersection. The city accepts reports involving malfunctioning traffic signals through 630-CITY.

Quick Guide: Who to Call in Jacksonville

Jacksonville residents can use several agencies depending on the problem and its location. The city's 630-CITY system handles many routine municipal maintenance issues, but it does not replace public safety dispatch or utility emergency contacts. The following numbers summarize the reporting options identified by the city and the responsible agencies.

JEA also directs residents to 630-CITY for non-emergency, non-storm property damage claims involving its operations or vehicles. According to JEA, the city's Risk Management office contacts claimants within 24 to 48 business hours, with business hours listed as Monday through Friday from 8 a.m. to 5 p.m. The claim process is separate from reporting a streetlight outage or a severe sewage backup.

## How we did this Jax Times compiled this guide using information from the City of Jacksonville's MyJax portal, Right of Way and Stormwater Maintenance Division, Traffic Engineering Division and Municipal Code Compliance Division. We also used published guidance from the Jacksonville Sheriff's Office, Florida Department of Transportation District 2 and JEA, with information verified Oct. 28, 2026. The city's online service request system did not provide readable details for every request category or customer service call center hours, so this guide does not state unverified hours or promise specific repair timelines.