Environmental services aims

FixMyStreet Pro (FMS) is software created and powered by SocietyWorks which has been purchased by Bromley Council for the reporting of issues within the Street and Green Scene and provide updates back on their resolution. The system and the submitted reports are managed by Bromley Council in line with the policy outlined.

Please be respectful and factual

Remember your reports and comments go to real people. We understand that sometimes we make mistakes and errors in updates can be frustrating but please ensure your language is respectful, not rude or sarcastic and keeps to the facts. Bromley Council will not respond or follow-up on opinions.

FixMyStreet is not a forum

Bromley Council will where possible will look to provide context regarding an issue or update, but FMS is not a discussion forum and is not used by Bromley to debate or justify policy.

FixMyStreet is not a long-term project tracker

Bromley Council monitor every FMS report to a point of closure, whether that involves the fixing of the issue, an update to explain why the issue is not Bromley’s responsibility or does not meet our intervention threshold, or information on an issue’s inclusion into a longer-term works programme.

As a rule of thumb, issues we expect to be managed to completion within a three-month period will be managed to that resolution. Issues we identify as part of a longer-term programme of works will be updated to notify the customer and closed; we do not hold FMS reports open long-term as a project tracker.

Holding reports open long-term impacts and skews our internal monitoring of all reports which is intended to ensure each report is managed to a point of closure and helps us pick up where a technical issue may have impacted an update.

Any issues closed as part of longer-term programme are placed on internal monitoring system so that we can continue to have oversight and management through the appropriate channels.

Response templates

Bromley Council use several set-templates to update FMS reports with progress and information. These templates cover a vast number of services and scenarios, they are broad in their wording and cannot provide detailed background. Where possible and appropriate Bromley Officers and contractors will provide further context; please be aware this is manual input by officers, and we do not have the resource to provide detailed updates on all reports.

Duplicates are not always visible

Where an issue is already being processed or on a longer-term programme of work a report may be closed as a duplicate. Please remember not all known issues are on FMS, Bromley may be aware or working on an issue raised via another channel or identified pro-actively. If we are able, we will look to link a report to existing works or identify another report actioning the issue, but this is not always possible.

Repeated submissions

While a change in circumstances or a deterioration in a defect can warrant Bromley to reassess an issue, please note that the continued resubmission of an issue because the response provided originally was not the desired one will not result in a reassessment. Such continued behaviour will be viewed as vexatious and could result in reports being removed and individuals banned from the ability to make further reports.

Please provide as much location information as possible

Please use the report description to provide as much information as possible, do not rely on the map pin which only provides an estimated location in our system. Additional information in the description also assists us identify when a map pin has been mis-placed in error.

If possible, please included photos which are very useful for our officers and contractors in ensuring they have identified the right issue. Provided a photo of the wider area as well as one focussed on the issue also helps ensure the right location is attended.

Please report separate issues on separate reports

Reports made on FMS integrate directly into our system against a single category, please avoid listing multiple issues or occurrences against one report. It is not always possible to transfer issues internally, or updates from one team for one aspect on a report can lead to what appear to be misleading or conflicting messages back on FMS.

Removing personal information

Where we encounter personal information, such as officer names, or details identifying a person we will seek to redact, remove or make the report private. We cannot monitor and check each and every report, but you can alert us to any such occurrences via the ‘Report Abuse’ button a that bottom of each FMS report.