Fix It Fast: Using Troy’s Citizen Request Portal

See a broken sidewalk slab, an icy crosswalk, a fallen limb, or street flooding in Troy? You can often get it fixed faster when you know exactly how to report it and who handles what. If you are a homeowner, you also want to avoid surprises about what the city covers and what falls on you. This guide shows you how to submit an effective request, what photos to include, how long responses usually take, and how to follow up if needed. Let’s dive in.

Start at the City of Troy website

The fastest way to submit a request is through the city’s citizen request system. Begin on the City of Troy website and look for “Report a Concern,” “Citizen Request,” “Public Works,” or “Online Services.” The site will link you to the correct portal and list non‑emergency phone numbers.

Use the online portal

The portal lets you create a ticket, attach photos, and track progress. You can submit as a guest, but creating an account helps you receive updates and keep records in one place. If the city uses a third‑party tool, the link from the Troy site will route you there.

When to call instead

If there is an immediate hazard, call the city’s Public Works non‑emergency line listed on the Troy site. If life or property is in immediate danger, contact emergency services before using the portal. Use the portal for non‑emergencies and follow up by phone if you do not receive an acknowledgment.

Who handles what in Troy

Understanding responsibility helps you set expectations and submit the right request category.

Sidewalks

Property owners are often responsible for clearing snow and basic upkeep on sidewalks that abut their property, while the city may manage sidewalks in parks, along some collector streets, or through capital replacement programs. If a sidewalk is cracked, lifted by roots, or a clear trip hazard, submit a request for inspection so the city can determine the responsible party. If the damage is tied to a public tree or is in a city‑maintained area, the city may schedule repair or replacement.

Snow and ice

The city focuses on plowing public roads, with primary routes and emergency corridors first. Property owners are usually responsible for clearing adjacent sidewalks within a set time after snowfall, per local ordinance. If a public crosswalk or a city‑maintained sidewalk is dangerously icy or uncleared, submit a request for inspection and treatment. Reports about private sidewalks may be routed to code enforcement.

Trees

City trees are typically those in the public right‑of‑way, parkways, medians, and parks. The city’s forestry team handles trimming, disease control, and removals for those trees. Trees on private property are usually the owner’s responsibility, unless they directly threaten public infrastructure. Report dead or diseased city trees, limbs overhanging roadways, roots buckling sidewalks, or any fallen tree obstructing a street or sidewalk. Treat immediate hazards as emergencies by calling.

Drainage and stormwater

Public storm sewers, roadside ditches, culverts, and road drainage are usually handled by city crews or, in some cases, at the county level. Private grading, yard drainage between properties, and basement sump backups are often a private responsibility unless the cause ties back to public infrastructure. Report standing water in roadways, blocked storm inlets, erosion in public ditches, or signs of a failing storm sewer.

For large watershed or cross‑boundary issues, the Oakland County Drain Commissioner can be a resource. For permits and statewide stormwater rules, consult the Michigan Department of Environment, Great Lakes, and Energy (EGLE).

When to submit a request

Sidewalks

Submit a request when you see a clear trip hazard, uplift from tree roots, broken slabs on a public route, or sidewalk issues near crosswalks and bus stops. A city inspection can determine if repair is a city or private responsibility.

Snow and ice

Report roads not plowed in a reasonable time, icy public crosswalks, and city‑maintained sidewalks that need attention. For private sidewalks, your report may prompt code enforcement rather than city plowing.

Trees

Request an inspection for dead or diseased city trees, low or broken limbs over sidewalks or roads, roots causing sidewalk or curb damage, or fallen trees blocking public routes. Call in immediate hazards before using the portal.

Drainage and stormwater

Report standing water in the street, a blocked curb inlet, visible erosion of public ditches, or repeated flooding tied to storm sewers. If the flooding recurs, list the dates so the city can prioritize an investigation.

Submit your request step by step

1. Go to the City of Troy website and open “Report a Concern,” “Citizen Request,” “Public Works,” or “Online Services.”
2. Create an account for updates, or submit as a guest.
3. Choose the correct category: sidewalks, snow/ice, tree, drainage/stormwater, or “other.”
4. Pin the exact spot on the map or enter the precise address. Add the nearest cross street if the address is unclear.
5. Upload photos. Include both a close‑up and a wider context shot.
6. Add a short, fact‑based description. Include safety risks, dates, and any relevant history.
7. Mark urgency only if there is an immediate life or safety risk. Emergencies should be called in.
8. Submit and save your ticket number. If you provided contact information, expect an automated acknowledgment.

What to include every time

• Exact address or a precise map pin
• Clear photos: close‑up and context shots
• Date and time discovered and any relevant history
• Safety risk description if applicable
• Your name and contact info for follow up
• Permission note if city staff may need access to your property

Photo checklist

• Sidewalks: wide shot showing the sidewalk and surroundings, close‑up of the tripping point with scale, and any visible tree roots.
• Snow and ice: image of the uncleared route, ice patches, and a nearby address marker or mailbox to confirm the location.
• Trees: a full tree photo and close‑up of the problem area, plus any root‑related sidewalk or curb damage.
• Drainage: upstream and downstream views, the standing water or blocked inlet, and any affected foundation or downspout areas.

Ready‑to‑use request templates

• Sidewalk (trip hazard)

  • Category: Sidewalk — Location: 123 Main St (pin map) — Description: “Large trip hazard: 3–4 inch vertical uplift at seam between two slabs, approx. 10 ft north of driveway. Visible root from public tree pushing up slab. Creates tripping hazard on primary pedestrian route to bus stop. Attached photos show scale and context. Please inspect for repair/replacement. Homeowner: [name/phone].”

• Snow/ice (public crosswalk)

  • Category: Snow/Ice — Location: Intersection of Maple Rd & Elm St — Description: “Crosswalk at this intersection has not been cleared after 6 inches of snowfall on [date]. Packed ice is making crossing hazardous for school children and strollers. Request priority clearing or sanding. Contact: [name/phone].”

• Tree (city tree damage)

  • Category: Tree — Location: parkway in front of 456 Oak Ave — Description: “Large dead limb on city parkway tree leaning over sidewalk and sidewalk roots buckling. Limb appears unstable. Please inspect; potential hazard to pedestrians. Photos attached. Homeowner: [name].”

• Drainage (blocked inlet)

  • Category: Drainage/Stormwater — Location: 789 Pine Ln (nearest inlet at curb) — Description: “Storm inlet at curb is blocked with leaves/debris leading to standing water that floods roadway during rain events. This has occurred on 3 dates this season and caused road pooling. Request inspection and cleaning. Photos attached.”

What happens after you submit

• Acknowledgment: You will receive an automated confirmation with your ticket number if you provided contact info.
• Triage: Staff assign the request to the right department within about 24 to 72 hours for non‑emergencies.
• Field inspection: An inspector or crew visits the site. Timing depends on priority, staffing, and season.
• Decision: The city may perform a quick fix, schedule a repair, or refer the matter to code enforcement or private action if it is a property owner responsibility.
• Scheduling: Work orders can take days to months depending on scope, budgets, and weather.
• Closure: You should receive a status update when the ticket closes.

Reasonable expectations: emergency hazards like downed trees blocking roads or immediate flooding get priority and should be called in. Routine items like minor sidewalk issues, tree trimming, or drainage investigations may take longer. Heavy snow or storm seasons can lengthen timelines for non‑urgent requests.

Tips to speed things up and escalate

Before submitting

• Check the Troy site for ordinances on sidewalk repair, snow removal, and forestry procedures so you request the right action.
• Gather clear photos and dates. If you have past ticket numbers, include them.

While submitting

• Use the map pin to mark the exact spot and include scale in photos.
• State any specific safety risks, such as children using a route to a bus stop.
• Note if a neighboring property is involved and whether you have discussed the issue.

After submitting

• Save the ticket number and the confirmation screenshot.
• If you do not receive an auto‑response within 48 hours, call the Public Works non‑emergency number on the city site and reference your ticket.
• For time‑sensitive hazards, call first, then use the portal for documentation.

Escalation path

1. Portal ticket and wait for the inspection result.
2. Contact Public Works or Forestry directly with your ticket number for a status update.
3. Ask Code Enforcement to review if a private property ordinance issue is involved.
4. If the problem continues and affects public safety or access, contact a City Council member or the mayor’s office with your documentation.
5. For watershed or stormwater issues that cross city boundaries, contact the county or state resources listed below.

Special considerations and common pitfalls

• Do not assume the city will repair the sidewalk adjacent to your home. Request an inspection to confirm responsibility.
• Some sidewalk, tree, or drainage work near the right‑of‑way requires permits. Ask the city before hiring a contractor.
• Seasonal closures affect timing. Concrete and root mitigation may wait for warmer weather, with temporary fixes in the meantime.
• Neighbor disputes about trees or drainage are civil matters if they do not impact public infrastructure. The city focuses on public safety and public systems.

Keep good records

Save copies of your photos, ticket confirmations, and correspondence. If an injury or property damage occurs, document everything and follow the instructions on the city website to contact risk management or the insurance office.

Helpful official resources

• Start here: the City of Troy website for the citizen request portal, Public Works contacts, and local ordinances.
• County drainage: the Oakland County Drain Commissioner for county drains and stormwater matters.
• State guidance: Michigan EGLE for stormwater permits and environmental rules.

When you report issues clearly and include the right photos, you help city crews triage faster and keep Troy’s streets, sidewalks, and trees safe and in good shape.

If you are planning to sell or buy in Troy, simple fixes like clearing a hazard or resolving a drainage concern can help your home show its best. If you want neighborhood‑specific guidance on what to fix before listing and how buyers will view your block, reach out to Unknown Company for a conversation in plain language and a plan that fits your timeline.

FAQs

How do I find Troy’s citizen request portal if the link changes?

• Start on the City of Troy website and use the site search for “Report a Concern,” “Citizen Request,” “Public Works,” or “Online Services.”

What should I do if a tree limb is hanging over the road in Troy?

• Treat it as a potential hazard. Call the city’s Public Works or emergency services if there is immediate danger, then submit a portal request with photos for documentation.

Who is responsible for clearing sidewalks after snow in Troy?

• Cities often require adjacent property owners to clear sidewalks within a set timeframe, while the city focuses on roads and some city‑maintained sidewalks and crosswalks. Check Troy’s ordinances on the city site.

When should I report street flooding or a blocked storm drain in Troy?

• Report standing water in roadways, blocked inlets, and repeated flooding tied to storm sewers right away. Include clear photos and dates of prior incidents to help prioritization.

How long does Troy usually take to respond to non‑emergency requests?

• Expect triage within 24 to 72 hours and an inspection within days to a few weeks, depending on workload and season. Repairs may take longer based on scope and budgets.

Can the city require me to fix a sidewalk issue by my property line?

• If an inspection finds the issue is a private responsibility under local ordinance, the city may refer the matter to code enforcement or require private repair. Always request inspection to confirm.