NORWALK, Conn. — Whether it’s a pothole on a neighborhood street, a broken sidewalk, illegal dumping, or an illegally parked vehicle, Norwalk residents have multiple ways to report non-emergency concerns to the city.
One of the most widely used tools is the city government’s Click & Request system, which connects residents directly with the departments responsible for resolving community issues.
Implemented in 2014, Click & Request allows residents to submit service requests through a mobile app or online platform. Users can report concerns, upload photos, pinpoint locations, and provide details that help city staff assess the situation.
Jenn McMurrer, communications director for the City of Norwalk, said the system is designed to make reporting issues simple while ensuring requests are routed to the appropriate department.
“When a resident submits a request, it creates a ticket in our system. That ticket is then routed to the department responsible for handling that specific issue,” she said.
Depending on the concern, requests may be directed to the departments responsible for other city services including public works, sanitation, parking enforcement and code enforcement.
Usage varies depending on activity in the city and time of year, McMurrer added.
“It varies depending on the season and what is happening in the City,” she said. “For the month of May, we received an average of nine Click & Request submissions daily.”
While Click & Request offers residents another way to report issues, phone calls remain the most common method of contact.
Between Jan. 1 and June 30, 2026, email and Click & Request submissions were nearly identical in volume over the period reviewed, with 1,598 email inquiries and 1,599 Click & Request submissions. Phone calls accounted for 6,878 total inquiries, or 48.2% of all contacts.
In-person visits also fluctuated significantly, rising sharply in April and May 2026. After remaining below 800 inquiries in the first three months of the year, in-person contacts increased to 1,238 in April and 1,066 in May.
Resident use of Click & Request has increased in recent years. Between Jan. 1 and June 22, 2026, the city received 1,872 requests.
The most common request category was bulky-item collection, accounting for 12.8% of submissions. These requests typically involve the removal of large household items, such as couches, mattresses, and other oversized items that cannot be placed out with regular household trash.
Submitting a request through Click & Request follows a structured process designed to ensure city staff receive complete and actionable information. Residents are encouraged to provide detailed information when submitting requests.
Residents begin by selecting the type of issue they are reporting, such as potholes, illegal dumping, sidewalk damage, or other neighborhood concerns. They then select the exact location of the issue and provide a written description explaining what they are seeing.
The system also allows users to upload photos, videos, and audio, giving city staff additional context when reviewing the request. In some cases, submissions can be made anonymously.
Officials say the ability to submit detailed documentation helps improve report accuracy compared with traditional methods such as phone calls or emails, which may rely primarily on written or verbal descriptions.
One of the key benefits of the system is transparency. After submitting a request, residents can track its status and receive updates without contacting City Hall.
“Photos, accurate locations, and detailed descriptions help us understand exactly what we’re looking at and where the issue is located,” McMurrer said.
Once submitted, requests are reviewed, routed to the appropriate department, and tracked through resolution. Some issues are resolved quickly, while others become part of larger city projects requiring additional time.
Regardless of the timeline, officials say every request is reviewed and addressed.
Submit non-emergency service requests here:https://norwalkct.gov/1526/Click-Request
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