Understanding the City of Chicago’s Response to Sewer Cave-in Complaints: An Explainer

Executive Summary

DWM is responsible for maintaining the integrity of Chicago’s water and sewer system. When Chicagoans notice “sinkholes” or other road issues, they sometimes report them to Chicago’s 311 system—the City’s system for registering public complaints and requests for City services—as “sewer cave-ins.” However, the 311 system does not always provide enough information for a complainant to follow and understand the subsequent steps taken by DWM.