New UK specific FAQ, more generic base FAQ.

Fixes #753 and #935.

7 files changed, 574 insertions, 368 deletions

diff --git a/templates/web/base/faq/faq-en-gb.html b/templates/web/base/faq/faq-en-gb.html
index 620224a2b..55046ce4a 100755
--- a/templates/web/base/faq/faq-en-gb.html
+++ b/templates/web/base/faq/faq-en-gb.html
@@ -1,18 +1,34 @@
-[% INCLUDE 'header.html', title => loc('Frequently Asked Questions') %]
-
-<h1>Frequently Asked Questions</h1>
-    <dl>
-        <dt>What is FixMyStreet?</dt>
-        <dd>FixMyStreet is a site to help people report, view,
-or discuss local problems they&rsquo;ve found to their local council by
-simply locating them on a map. It launched in early February
-2007.</dd>
-        <dt>What sort of problems should I report with FixMyStreet?</dt>
-        <dd>FixMyStreet is primarily for reporting things which are
-<strong>broken or dirty or damaged or dumped, and need fixing, cleaning
-or clearing</strong>, such as:
-
-    <ul><li>Abandoned vehicles
+[% INCLUDE 'header.html', title = loc('Frequently Asked Questions'), bodyclass = 'twothirdswidthpage' %]
+
+<div class="sticky-sidebar">
+    <aside>
+        <ul class="plain-list">
+            <li><strong>Frequently Asked Questions</strong></li>
+            <li><a href="/privacy">Privacy and cookies</a></li>
+            <li><a href="/contact">Contact [% c.cobrand.site_title %]</a></li>
+        </ul>
+    </aside>
+</div>
+
+<h1><a name="faq"></a>Frequently Asked Questions</h1>
+
+<dl>
+
+    <dt>What is this site?</dt>
+    <dd>[% c.cobrand.site_title %] is a site to help people report to their
+    local authority, view, or discuss local issues they&rsquo;ve found, by
+    simply locating them on a map.</dd>
+
+    <dt>How do I get in touch with [% c.cobrand.site_title %]?</dt>
+    <dd>Here&rsquo;s our <a href="/contact">contact page</a>.</dd>
+
+    <dt>What sort of problems should I report with [% c.cobrand.site_title %]?</dt>
+    <dd>This depends upon the precise purpose of [% c.cobrand.site_title %];
+    in the UK, FixMyStreet is primarily for reporting things which are
+    <strong>broken or dirty or damaged or dumped, and need fixing, cleaning
+    or clearing</strong>, such as:
+    <ul>
+    <li>Abandoned vehicles
     <li>Dog Fouling
     <li>Flyposting or graffiti
     <li>Flytipping or litter
@@ -22,13 +38,13 @@ or clearing</strong>, such as:
     </ul>
     </dd>
 
-    <dt>What isn&rsquo;t FixMyStreet for?</dt>
-    <dd>FixMyStreet is not a way of getting in touch with [% c.cobrand.is_council ? 'the' : 'your' %] council for all
-    issues &ndash; please use FixMyStreet only for problems such as the above. We
-    often route problem reports via cleansing services or highways and so using
-    FixMyStreet for other matters may result in a delay in your report getting
-    to the right department. <strong>You will need to contact [% c.cobrand.is_council ? 'the' : 'your' %] council
-    directly for problems such as</strong>: 
+    <dt>What isn&rsquo;t [% c.cobrand.site_title %] for?</dt>
+    <dd>[% c.cobrand.site_title %] is not a way of getting in touch with your
+    authority for all issues &ndash; please use this site only for problems
+    such as the above. We often route problem reports via cleansing services or
+    highways and so using this site for other matters may result in a delay in
+    your report getting to the right department. <strong>You will need to
+    contact your authority directly for problems such as</strong>:
 
     <ul><li>Anti-social behaviour
     <li>Any urgent or emergency problems
@@ -37,160 +53,89 @@ or clearing</strong>, such as:
     <li>Missing wheelie bins or recycling boxes or missed rubbish collections
     <li>Proposals for speed bumps/ CCTV/ pedestrian crossings/ new road layouts/ etc.
     <li>Complaining about your neighbours
-    <li>Complaining about the council
+    <li>Complaining about the authority
     <li>Joy riding, drug taking, animal cruelty, or other criminal activity
     </ul>
-    <p>Councils often have direct hotlines for these sorts of issues.</p>
+    <p>Authorities often have direct hotlines for these sorts of issues.</p>
     </dd>
 
-        <dt>How do I use the site?</dt>
-        <dd>After entering a postcode or location, you are presented
-with a map of that area. You can view problems already reported in that area,
-or report ones of your own simply by clicking on the map at the location of
-the problem.</dd>
-        <dt>How are the problems solved?</dt>
-        <dd>They are reported to the [% IF !c.cobrand.is_council %]relevant[% END %] council by email. The
-council can then resolve the problem the way they normally would.
-Alternatively, you can discuss the problem on the website with others, and
-then together lobby the council to fix it, or fix it directly yourselves.</dd>
-        <dt>Is it free?</dt>
-        <dd>The site is free to use, yes. FixMyStreet is run
-by a registered charity, though, so if you want to make a contribution, <a
-href="https://secure.mysociety.org/donate/">please do</a>.</dd>
-
-    <dt>Can I use FixMyStreet on my mobile?</dt>
+    <dt>How do I use the site?</dt>
+    <dd>After entering a location, you are presented with a map of that area.
+    You can view problems already reported in that area, or report ones of your
+    own by clicking on the map at the location of the problem.</dd>
+
+    <dt>How are the problems solved?</dt>
+    <dd>They are reported to the relevant authority by email. The authority can
+    then resolve the problem the way they normally would. Alternatively, you
+    can discuss the problem on the website with others, and then together lobby
+    the authority to fix it, or fix it directly yourselves.</dd>
+
+    <dt>Is it free?</dt>
+    <dd>The site is free to use, yes. The FixMyStreet Platform is maintained by
+    a registered charity, so if you want to make a contribution,
+        <a href="https://www.mysociety.org/donate/">please do</a>.</dd>
+
+    <dt>Can I use [% c.cobrand.site_title %] on my mobile?</dt>
     <dd>
-    <p>The FixMyStreet website will already work on your mobile phone, adapting to
-    the size of your screen automatically. Using an app has some advantages, though
-	&mdash; for example, you can create a report even when you have no network 
-	connection.
-	<ul>
-	    <li>
-			<a href="https://itunes.apple.com/gb/app/fixmystreet/id297456545">FixMyStreet app for iPhone</a>		
-	    <li>
-			<a href="https://play.google.com/store/apps/details?id=org.mysociety.FixMyStreet">FixMyStreet app for Android</a>
-	    <li><em>Nokia:</em> A volunteer, Thomas Forth, has written an app available from the
-			<a href="http://store.ovi.com/content/107557">Ovi Store</a>.
-	</ul>
+    <p>The [% c.cobrand.site_title %] website will already work on your mobile
+    phone, adapting to the size of your screen automatically.</p>
     </dd>
+</dl>
 
-    </dl>
+<h2><a name="practical"></a>Practical Questions</h2>
 
-    <h2>Practical Questions</h2>
-    <dl>
-        <dt>I&rsquo;m from a council, where do you send the reports?</dt>
-        <dd>You can either leave a test report or <a href="/contact">contact us</a>
+<dl>
+    <dt>I&rsquo;m from an authority, where do you send the reports?</dt>
+    <dd>You can either leave a test report or <a href="/contact">contact us</a>
 to find out where reports go at the moment. Also <a href="/contact">contact us</a>
 to update the address or addresses we use.</dd>
-        <dt>I&rsquo;m from a council, can we have FixMyStreet on our website?</dt>
-        <dd>Yes you can! We offer branded, hosted versions of FixMyStreet for local council websites.
-        <a href="https://www.fixmystreet.com/council">Full details</a>.</dd>
-        <dt>Do you remove silly or illegal content?</dt>
-        <dd>FixMyStreet is not responsible for the content and accuracy
-of material submitted by its users. We reserve the right to edit or remove any
-problems or updates which we consider to be inappropriate upon being informed
-by a user of the site.</dd>
-    <dt>Why does the site use kilometres for measurements?</dt>
-    <dd>Thanks for asking politely &ndash; we never quite understand why some of the rudest
-    emails we receive are on this topic. The British national
-    grid reference system, devised by Ordnance Survey (the British national
-    mapping agency) around the time of the second world war, uses eastings and
-    northings measured in metres and kilometres; the maps we use are from
-    Ordnance Survey and so this is what we use to display distances.
-    There you have it: not everything British is in miles!</dd>
+
+    <dt>I&rsquo;m from an authority, can we have [% c.cobrand.site_title %]
+    on our website?</dt>
+    <dd>Quite possibly &ndash; contact the people who run this site.</dd>
+
+    <dt>Do you remove silly or illegal content?</dt>
+    <dd>[% c.cobrand.site_title %] is not responsible for the content and
+    accuracy of material submitted by its users. We reserve the right to
+    edit or remove any problems or updates which we consider to be
+    inappropriate upon being informed by a user of the site.</dd>
 
     <dt>Why can&rsquo;t I zoom out more on the reporting map?</dt>
-    <dd>We want to keep FixMyStreet locally focused, so restrict the ability to
-    move radically between areas. The map on Your Reports will let you see all
-    the reports you&rsquo;ve made, wherever they are. If you&rsquo;re from the
-    council then the emailed version of the problem report also contains the
-    closest road and postcode to the pin on the map.</dd>
-
-    <dt>This site is great – why aren&rsquo;t you better publicised?</dt>
-    <dd>As a tiny charity we simply don&rsquo;t have a publicity budget, and we
-    rely on word of mouth to advertise the site. We have a whole <a
-    href="posters/">array of posters, flyers and badges</a> if you&rsquo;d like
-    to publicise us on the web or in your local area, and why not write to your
-    local paper to let them know about us?</dd> </dl>
-    
-    <h2><a name="privacy"></a>Privacy Questions</h2>
-    <dl>
-        <dt>Who gets to see my email address?</dt>
-        <dd>If you submit a problem, we pass on your details, and details
-of the problem, to the council contact or contacts responsible for the
-area where you located the problem. Other than the council, who obviously get your 
-email address, only people we authorise to view the FixMyStreet administration interface
-will be able to see your email address and they will never use it for anything other than 
-to help administer FixMyStreet. Similarly with email addresses from updates. We will never give or sell your email address to anyone else, 
-unless we are obliged to by law. Your name will not be published anywhere unless you let us.</dd>
-        <dt>Will you send nasty, brutish spam to my email address?</dt>
-        <dd>Never. We will email you if someone leaves an update on a
-problem you&rsquo;ve reported, and send you a questionnaire email four weeks
-after you submit a problem, asking for a status update; we&rsquo;ll only ever
-send you emails in relation to your problem.</dd>
-    </dl>
-    <h2>Organisation Questions</h2>
-    <dl>
-        <dt>Who built FixMyStreet?</dt>
-        <dd>This site was built by <a href="http://www.mysociety.org/">mySociety</a>,
-        in conjunction with the <a href="http://www.youngfoundation.org.uk/">Young Foundation</a>.
-mySociety is the project of a registered charity which has grown out of the community of
-volunteers who built sites like <a href="http://www.theyworkforyou.com/">TheyWorkForYou.com</a>. 
-mySociety&rsquo;s primary mission is to build Internet projects which give people simple, tangible
-benefits in the civic and community aspects of their lives. Our first project
-was <a href="http://www.writetothem.com/">WriteToThem</a>, where you can write to any of your
-elected representatives, for free. The charity is called UK Citizens Online Democracy and is charity number 1076346. mySociety 
-can be contacted by email at <a href="mailto:hello&#64;mysociety.org">hello&#64;mysociety.org</a>,
-or by post at mySociety, 483 Green Lanes, London, N13 4BS, UK.</dd>
-        <dt><img src="/i/moj.png" align="right" alt="Ministry of Justice" hspace="10">Who pays for it?</dt>
-        <dd>FixMyStreet was originally paid for via the Department for
-        Constitutional Affairs Innovations Fund. It is now funded by a variety of means, from commercial
-        work to <a href="http://www.mysociety.org/donate/">donations</a>.</dd>
-        <dt><a name="nfi"></a>Wasn&rsquo;t this site called Neighbourhood Fix-It?</dt>
-        <dd>Yes, we changed the name mid June 2007. We decided
-Neighbourhood Fix-It was a bit of a mouthful, hard to spell, and hard to publicise (does the URL have a dash in it or not?). The domain FixMyStreet became available, and everyone liked the name.</dd>
-        <dt>Do you need any help with the project?</dt>
-        <dd>Yes, we can use help in all sorts of ways, technical or
+    <dd>We want to keep [% c.cobrand.site_title %] locally focused, so restrict
+    the ability to move radically between areas. The map on Your Reports will
+    let you see all the reports you&rsquo;ve made, wherever they are. If
+    you&rsquo;re from the authority then the emailed version of the problem
+    report might also contain the closest road or postcode to the pin on the
+    map.</dd>
+
+<h2><a name="organisation"></a>Organisation Questions</h2>
+
+<dl>
+    <dt>Who built [% c.cobrand.site_title %]?</dt>
+    <dd>This will depend upon the installation of the FixMyStreet Platform,
+    who should create their own <code>faq/</code> template in their cobrand
+    directory to replace this default one. The FixMyStreet Platform was
+    built by <a href="https://www.mysociety.org/">mySociety</a>.
+
+    <dt>Do you need any help with the project?</dt>
+    <dd>Yes, we can use help in all sorts of ways, technical or
 non-technical.  Please see our <a
-href="http://www.mysociety.org/helpus/">Get Involved page</a>.</dd>
-        <dt>I&rsquo;d like a site like this for my own location/ where&rsquo;s the "source code" to this site?</dt>
-        <dd>
-The software behind this site is open source, and available
-to you mainly under the GNU Affero GPL software license. You can <a
-href="http://github.com/mysociety/fixmystreet">download the
-source code</a> and help us develop it.
-You&rsquo;re welcome to use it in your own projects, although you must also
-make available the source code to any such projects.
-<a href="http://www.fiksgatami.no/">Fiksgatami</a> is an example of our code
-being used in a Norwegian version of this site.
-</dd>
-<dt>I&rsquo;d prefer code in a different language?</dt>
-<dd>
-VisibleGovernment.ca wrote their own code for
-<a href="http://www.fixmystreet.ca/">http://www.fixmystreet.ca/</a>, which is
-written in GeoDjango and available under an MIT licence at <a
-href="http://github.com/visiblegovernment/django-fixmystreet/tree/master">github</a>.
-Or <a href="http://www.fixmystreet.org.nz/">FixMyStreet.org.nz</a> is written in
-Drupal.
-</p>
-</dd>
-        <dt>People build things, not organisations. Who <em>actually</em> built it?</dt>
-        <dd>Matthew Somerville and Francis Irving wrote the site,
-Chris Lightfoot wrote the tileserver and map cutter, Richard Pope created
-our pins, Deborah Kerr keeps things up-to-date and does user support,
-Ayesha Garrett designed our posters, and Tom Steinberg managed it all.
-
-Thanks also to
-<a href="http://www.ordnancesurvey.co.uk">Ordnance Survey</a> (for the maps,
-UK postcodes, and UK addresses &ndash; data &copy; Crown copyright, all
-rights reserved, Ministry of Justice 100037819&nbsp;2008),
-Yahoo! for their BSD-licensed JavaScript libraries, the entire free software
-community (this particular project was brought to you by Perl, PostgreSQL,
-and the number 161.290) and <a
-href="http://www.bytemark.co.uk/">Bytemark</a> (who kindly host all
-our servers).
-
-Let us know if we&rsquo;ve missed anyone.</dd>
-    </dl>
-
-[% INCLUDE 'footer.html' %]
+href="https://www.mysociety.org/helpus/">Get Involved page</a>.</dd>
+
+    <dt>I&rsquo;d like a site like this for my own location/ where&rsquo;s the
+    "source code" to this site?</dt>
+    <dd>
+    The software behind this site is open source, and available to you mainly
+    under the GNU Affero GPL software license. You can
+    <a href="https://github.com/mysociety/fixmystreet">download the source
+    code</a> and help us develop it. You&rsquo;re welcome to use it in your own
+    projects, although you must also make available the source code to any such
+    projects. <a href="https://www.fixmystreet.com/">FixMyStreet.com</a> is the
+    original code installation, in the UK, and
+    <a href="http://www.fiksgatami.no/">Fiksgatami</a> is an example of the
+    code being used in Norway.
+    </dd>
+
+</dl>
+
+[% INCLUDE 'footer.html' pagefooter = 'yes' %]
diff --git a/templates/web/base/open311/index.html b/templates/web/base/open311/index.html
index e12c3d132..df36bcfc9 100644
--- a/templates/web/base/open311/index.html
+++ b/templates/web/base/open311/index.html
@@ -4,8 +4,6 @@
     <aside>
         <ul class="plain-list">
             <li><a href="/faq">Frequently Asked Questions</a></li>
-            <li><a href="/faq#practical">Practical Questions</a></li>
-            <li><a href="/faq#organisation">Organisation Questions</a></li>
             <li><a href="/privacy">Privacy and cookies</a></li>
             <li><a href="/contact">Contact FixMyStreet</a></li>
         </ul>
diff --git a/templates/web/base/static/privacy.html b/templates/web/base/static/privacy.html
index 79e11b03d..55d8531f4 100755
--- a/templates/web/base/static/privacy.html
+++ b/templates/web/base/static/privacy.html
@@ -6,8 +6,6 @@
     <aside>
         <ul class="plain-list">
             <li><a href="/faq">Frequently Asked Questions</a></li>
-            <li><a href="/faq#practical">Practical Questions</a></li>
-            <li><a href="/faq#organisation">Organisation Questions</a></li>
             <li><strong>Privacy and cookies</strong></li>
             <li><a href="/contact">Contact [% c.cobrand.site_title %]</a></li>
         </ul>
diff --git a/templates/web/fixmystreet.com/faq/faq-en-gb.html b/templates/web/fixmystreet.com/faq/faq-en-gb.html
new file mode 100755
index 000000000..92991fb0a
--- /dev/null
+++ b/templates/web/fixmystreet.com/faq/faq-en-gb.html
@@ -0,0 +1,463 @@
+[% INCLUDE 'header.html', title = loc('Frequently Asked Questions'), bodyclass = 'twothirdswidthpage' %]
+
+<div class="sticky-sidebar">
+    <aside>
+        <ul class="plain-list">
+            <li><strong>Frequently Asked Questions</strong></li>
+            <li><a href="/posters">FixMyStreet Goodies</a></li>
+            <li><a href="/privacy">Privacy and cookies</a></li>
+            <li><a href="/contact">Contact FixMyStreet</a></li>
+        </ul>
+    </aside>
+</div>
+
+<h1>FixMyStreet Frequently Asked Questions</h1>
+
+<h2>What is FixMyStreet?</h2>
+<dl>
+
+<dt>Is this a council website?</dt>
+<dd>
+<p>No, it isn't – but FixMyStreet does send your reports direct to your local
+council.
+<p>We also publish them online, so that others in the community can read,
+discuss, and offer advice where needed.
+</dd>
+
+<dt>Then who are you? And why are you doing this?</dt>
+<dd>
+<p>FixMyStreet is an independent website, built by the charity <a
+href="https://www.mysociety.org/">mySociety</a>. We wanted to make it easier to
+report problems in your community, even if you don't know who those reports
+should go to.
+<p>So we made FixMyStreet. All you have to do is type in a postcode – or let
+the site locate you automatically – and describe your problem. Then we send
+your report to the people whose job it is to fix it.
+<p>FixMyStreet covers the whole of the UK. No matter where you are, the only
+thing you ever have to remember is our web address – FixMyStreet.com.
+</dd>
+
+<dt>Do councils read or act on FixMyStreet reports?</dt>
+<dd>
+<p>They certainly do. Reports sent through FixMyStreet go into the same council
+email inboxes as reports sent through by any other means.
+<p>Really smart councils <a href="/council">integrate directly</a>, so we can
+place report details directly into their systems, saving them time and money.
+</dd>
+
+<dt>How can I contact you?</dt>
+<dd>
+<p>You can use <a href="/contact">this form</a> – but please see whether these
+FAQs answer your question first, because that saves your time and ours.
+</dd>
+
+<dt>Is there a FixMyStreet app?</dt>
+<dd>
+<p>Yes – there's an
+<a href="https://itunes.apple.com/gb/app/fixmystreet/id297456545">app for iOS</a>
+and an
+<a href="https://play.google.com/store/apps/details?id=org.mysociety.FixMyStreet">Android app</a>.
+A volunteer has also written an <a href="http://store.ovi.com/content/107557">Nokia Ovi app</a>.
+<p>If your phone isn't supported, try accessing FixMyStreet via your mobile
+browser – it should work well.
+</dd>
+
+</dl>
+<h2>Using FixMyStreet</h2>
+<dl>
+
+<dt>How do I make a report?</dt>
+<dd>
+<ol>
+<li>Start at the <a href="/">homepage</a> and type in your postcode or a place
+name. Not sure where you are? Pick 'locate me automatically'.
+<li>Put the pin in the map to show exactly where the problem is, and type in a
+description of the issue. Then send.
+<li>Check your email inbox for our confirmation mail, click on the link, and
+job done.
+</ol>
+</dd>
+
+<dt>What can I report?</dt>
+<dd>
+<p>FixMyStreet is primarily for reporting things which are <strong>broken or
+dirty or damaged or dumped, and need fixing, cleaning or clearing</strong>,
+like graffiti, dog fouling, potholes or street lights that don't work.
+</dd>
+
+<dt>What shouldn't I report?</dt>
+<dd>
+<p><strong>Urgent issues:</strong> For problems that might put people in
+immediate danger, like gas leaks or falling trees, please contact your council
+directly – by phone if possible.
+<p>We often route problem reports via cleansing services or highways
+maintenance departments, so using FixMyStreet for urgent matters may result in
+a delay in your report getting to the right department.
+<p><strong>Potentially libellous content:</strong> We publish all FixMyStreet
+reports online, so please make sure you are not putting yourself at risk of
+committing libel.
+<p>Specifically, you should not implicate other people, as can often happen in
+reports of anti-social behaviour, animal cruelty, parking offences, criminal
+activity, etc. If you wish to make this kind of report, it is best to do it
+directly – you'll often find that your council has a hotline.
+<p><strong>Non-physical things:</strong> For issues such as noise pollution,
+barking dogs, fires, missing wheelie bins or missed rubbish collections,
+proposals for speed bumps or pedestrian crossings, or complaining about the
+council itself, please contact the council directly.
+</dd>
+
+<dt>Are reports public?</dt>
+<dd>
+<p>Yes they are: when you submit your report, we send it to the council, and we
+also publish it on the website. Your council will respond directly to you, and
+from that point on, your correspondence is one-to-one.
+<p>For that reason, we suggest that you don't include personal details such as
+addresses and phone numbers until you are in direct communication.
+</dd>
+
+<dt>Why are reports public?</dt>
+<dd>
+<p>Putting your reports online has several benefits. Others can quickly see
+what has already been reported, so it prevents the council from having to deal
+with duplicates.
+<p>It also creates a snapshot for local communities, so it's easy to see what
+the common problems are in a given area, and how quickly they get fixed. Other
+local residents can browse, read and comment on problems – and perhaps even
+offer a solution.
+</dd>
+
+<dt>Why do I have to give my name and an email address?</dt>
+<dd>
+<p>For a few reasons: firstly, we need your email address so that the council
+can get back to you.
+<p>Also, messages sent via FixMyStreet go into council systems. In most cases a
+full name is a mandatory field, and your report may be rejected without it.
+<p>Finally, we find that when users are asked to provide contact details, the
+tone of their correspondence tends to be more constructive and less abusive.
+<p>We don't publish your email address, and you can opt to submit your report
+anonymously – just uncheck the 'show my name publicly' box on submission. This
+will mean that your name is not displayed on the FixMyStreet website, although
+it is still sent to the council.
+</dd>
+
+</dl>
+<h2>Accounts and alerts</h2>
+<dl>
+
+<dt>Do I need to register with FixMyStreet to use it?</dt>
+<dd>
+<p>No – you can send a report without registering. When you submit your report,
+we'll send you an email with a confirmation link.
+<p>If you use FixMyStreet a lot, you can avoid this step by creating an
+account. Once you've signed in, your reports will be sent as soon as you click
+'submit'.
+<p>You'll also be able to see all previous reports you've made on one page.
+</dd>
+
+<dt>How do I register?</dt>
+<dd>
+<p>Visit <a href="https://www.fixmystreet.com/auth">https://www.fixmystreet.com/auth</a>
+and choose 'No, let me sign in by email'. You can choose a password at that
+point.
+</dd>
+
+<dt>I've forgotten my password/I want to change my password</dt>
+<dd>
+<p>As above – visit <a
+href="https://www.fixmystreet.com/auth">https://www.fixmystreet.com/auth</a>
+and choose 'No, let me sign in by email' - then put your new password in the
+box.
+</dd>
+
+<dt>I want to change my email address</dt>
+<dd>
+<p>Please <a href="/contact">contact us</a>, giving both your old address and
+your new one, and we will do it for you.
+</dd>
+
+<dt>What are alerts?</dt>
+<dd>
+<p>FixMyStreet lets you sign up to receive an email every time someone reports
+a problem in your chosen area – visit <a
+href="https://www.fixmystreet.com/alert">https://www.fixmystreet.com/alert</a>
+to see what's available. This is a free service.
+</dd>
+
+<dt>I want to stop receiving alerts</dt>
+<dd>
+<p>There is an unsubscribe link at the end of every alert email – please click
+on this and you'll be immediately unsubscribed.
+</dd>
+
+</dl>
+<h2>When things don't go as planned</h2>
+<dl>
+
+<dt>The site isn't working</dt>
+<dd>
+<p>First, check your internet connection is ok. You may also like to check our
+<a href="https://twitter.com/fixmystreet">Twitter feed</a>, where we announce
+any known issues or downtime.
+<p>If there are no problems at your end or ours, please wait a few minutes, and
+then try again.
+<p>If you still can't get things to work, <a href="/contact">drop us a line</a>.
+<p>Please include the wording of any error message you see displayed, which
+browser you are using (eg Internet Explorer, Firefox, Safari), whether you're
+on a desktop or mobile computer, and anything else that might be relevant.
+</dd>
+
+<dt>FixMyStreet doesn't recognise my postcode</dt>
+<dd>
+<p>Our postcode data comes from Ordnance Survey. If you have a relatively new
+postcode, it may not yet be reflected on OS, and therefore on FixMyStreet.
+<p>It's ok though, you can still use the site: just enter a nearby place name,
+street name or let the site locate you automatically, instead. You can use the
+pan and zoom controls at the top right hand corner of the screen to zero in on
+the precise location.
+</dd>
+
+<dt>My street isn't on your map</dt>
+<dd>
+<p>FixMyStreet's default maps are from Ordnance Survey, so updates to our maps
+happen when OS refresh their own data.
+<p>You may like to try the OpenStreetMap version of FixMyStreet, which can be
+found at <a href="http://osm.fixmystreet.com/">http://osm.fixmystreet.com/</a>
+– it has exactly the same functionality, but displays OSM maps.
+<p>If you still can't see the street you want to make a report on, your best
+bet is to describe the problem location in as much detail as possible, as well
+as using the map to pinpoint it.
+<p>Ordnance Survey will accept requests for amendments to their maps: contact
+them on customerservices@ordnancesurvey.co.uk or via the post to Ordnance
+Survey, Adanac Drive, Southampton, SO16 0AS or telephone 08456 05 05 05.
+</dd>
+
+<dt>There are too many pins on the map; I can't make a report</dt>
+<dd>
+<p>Use the buttons at the bottom right of the screen – 'hide pins', or 'hide
+old pins', to clear the map.
+</dd>
+
+<dt>There's no category for what I want to report</dt>
+<dd>
+<p>The categories on FixMyStreet are set by each individual council, and
+reflect the problems that they are able to deal with.
+<p>There is almost always an 'other' option, but if your problem doesn't fit
+neatly into any of the given categories, please consider whether FixMyStreet is
+the appropriate place to report it (see "What can I report?", above).
+</dd>
+
+<dt>I haven't received a confirmation email</dt>
+<dd>
+<p>Please check your spam folder – this is the most common reason that
+confirmation emails cannot be found.
+<p>Unfortunately, it is hard for us to avoid from our end, but by adding us to
+your email whitelist, you will prevent this happening in future.
+</dd>
+
+<dt>You sent my report to the wrong place</dt>
+<dd>
+<p>Please check that you placed your pin correctly, and chose the right
+category for your report. If your problem is very near a council boundary, it
+is easy to place the pin on the wrong side of it by mistake. Similarly,
+choosing the wrong category can mean that your report is sent to one council
+when it should have gone to another.
+<p>At the moment, FixMyStreet does not send reports to the Highways Agency
+(except within London), but we are working on that.
+<p>If the above two paragraphs do not apply, please <a href="/contact">drop us
+a line</a> and we'll try to get to the bottom of why your report has been
+misrouted. Please include the URL (web address) of your FixMyStreet report.
+</dd>
+
+<dt>I want to update my report</dt>
+<dd>
+<p>If you've already submitted your report, but now you need to send further
+information to your council, you should wait until they reply to you, and then
+respond to their communication directly.
+<p>You can also leave an update on your FixMyStreet report page, but note that
+updates are not forwarded to the council. They are intended as a place for
+residents to discuss local problems and offer advice or support.
+<p>With this in mind, you may wish to both update your report on the site, and
+contact your council via email.
+</dd>
+
+<dt>I want to edit my report</dt>
+<dd>
+<p>It's not possible to edit a report once it has been sent to the council.
+However, if you have a good reason for editing the text on the website (for
+example, you have included your phone number by mistake, or you intended your
+report to be anonymous) <a href="/contact">contact us</a> and we will edit it
+for you.
+<p>Please include the URL (web address) of your FixMyStreet report when you
+contact us.
+<p>Note that edits on the site are not sent to the council, so if your edit is
+vital to the problem being fixed, please respond to your council when they
+reply to your initial report.
+<p>We cannot alter the position of a pin once it has been placed.
+</dd>
+
+<dt>I do not wish to make a public report</dt>
+<dd>
+<p>All reports made through FixMyStreet are published online. Reports can be
+submitted anonymously: just check the box when you fill in the form. Note that
+the body of your report will still appear on the FixMyStreet website, but
+without your name attached to it, and that your name will still be sent to the
+council.
+<p>If your report contains potentially sensitive material, such as names or
+addresses, we suggest that you do not include these until the council has
+replied to you directly and you are in one-to-one contact.
+<p>If your report is not suitable for publication, you should contact your
+council directly, via the contact details given on their own website.
+</dd>
+
+<dt>I've seen an inappropriate report/comment </dt>
+<dd>
+<p>There's a 'report abuse' button at the foot of every FixMyStreet report.
+Please click on this and we'll take a look as soon as we can.
+<p>If the report or comment is contravening our terms of use, we'll take it
+down.
+</dd>
+
+</dl>
+<h2>What now?</h2>
+<dl>
+
+<dt>My problem hasn't been fixed, what do I do now?</dt>
+<dd>
+<p>FixMyStreet is great for reporting problems, but we don't fix them – your
+council oversees that.
+<p>If you'd like to chase your council, try replying to their most recent
+correspondence to you – or if you only have an auto-response, you may be able
+to find further contact details there.
+<p>If you still have no joy, we suggest starting a new FixMyStreet report. You
+may also like to use another useful mySociety website, <a
+href="https://www.writetothem.com/">WriteToThem.com</a>, to contact your local
+councillors and ask them to help.
+</dd>
+
+<dt>Someone has marked my problem was fixed, but it isn't</dt>
+<dd>
+<p>As the owner of your report on FixMyStreet, you can change its status back
+to 'not fixed' at any time. Go to your report's web page and check the box
+under 'update'.
+</dd>
+
+<dt>My report is old and my problem has been fixed. Can I now delete it?</dt>
+<dd>
+<p>We currently have a policy of retaining all FixMyStreet reports: we believe
+they contribute a useful historic picture of communities across the country.
+They've even been used in academic research, to study, for example, what the
+common problems are in an area, or how potholes are distributed across the
+country.
+<p>As new reports are made, older ones drop off the first page for any given
+area, and are less likely to be discovered by those visiting the site.
+</dd>
+
+</dl>
+<h2>For councils</h2>
+<dl>
+
+<dt>Where do you send FixMyStreet reports?</dt>
+<dd>
+<p>Drop us a line, and we'll send you a list of the categories we hold for your
+council, and the email addresses we have for each of them.
+<p>We are happy to make any changes that you require. We can also add or remove
+categories if you wish.
+</dd>
+
+<dt>How do we reply to a FixMyStreet report?</dt>
+<dd>
+<p>FixMyStreet reports usually come by email. If you reply to the email in your
+normal way, your response will go directly into the user's inbox.
+<p>Your reply is not published on the FixMyStreet website (unless you are a
+FixMyStreet for Councils customer who has chosen this option – see 'Can
+FixMyStreet connect directly with council systems?', below).
+</dd>
+
+<dt>Our council already has its own reporting system – we don't also need to be on FixMyStreet</dt>
+<dd>
+<p>FixMyStreet is designed to work in tandem with council offerings. We do not
+intend to replace them, and we believe that there's a place for both systems.
+<p>Your residents should be able to make reports wherever they choose. That
+might well be on the council website. It might equally be via Twitter,
+Facebook, or on FixMyStreet.
+<p>Many residents prefer FixMyStreet because it's easy to find – they don't
+have to navigate through a council website to find it. Nor do they have to know
+<em>which</em> council website they should be looking at. And we've made
+FixMyStreet about as easy to use as possible.
+</dd>
+
+<dt>FixMyStreet does not include all the data we need in its reports</dt>
+<dd>
+<p>Please <a href="/contact">get in touch</a> and let us know what is missing.
+<p>FixMyStreet routinely includes the following information in its reports:
+<ul>
+<li>User's name, email address, and, if given, phone number
+<li>Report category [you, the council, may dictate these]
+<li>Report title and description
+<li>Easting &amp; northing, latitude &amp; longitude
+<li>Nearest road to the pin placed on the map (automatically generated by Bing Maps)
+<li>Nearest postcode to the pin placed on the map (automatically generated)
+</ul>
+</dd>
+
+<dt>Can FixMyStreet connect directly with council systems?</dt>
+<dd>
+<p>Yes – and we will do so for free, if you adhere to the Open 311 standard.
+<a href="/open311">Find out more here</a>.
+</dd>
+
+<dt>FixMyStreet is better than our own reporting system</dt>
+<dd>
+<p>Then why not replace it with FixMyStreet? We now offer a <a
+href="/council">complete fault-reporting solution for councils</a>, that
+integrates with your own website.
+<p>It has all the benefits of FixMyStreet's focus on usability, and is a
+robust, economical, cloud-based option.
+<p><a href="/council">Read case studies here</a>.
+</dd>
+
+</dl>
+<h2>Feedback and ideas</h2>
+<dl>
+
+<dt>FixMyStreet really works</dt>
+<dd>
+<p>Good, we are glad to hear it! It is always heartening to know that the site
+is working for people.
+<p>If you'd like to show your appreciation, why not <a
+href="https://www.mysociety.org/donate/">make a donation</a> to help us keep
+running? Or, if you can't spare anything just at the moment, you can still help
+us out, just by spreading the word. Tell your friends, write to the local
+newspaper, put a message up in your library. It all helps.
+</dd>
+
+<dt>I'd like to make a FixMyStreet for my own country or town</dt>
+<dd>
+<p>FixMyStreet runs on open-source code, so that's fine.
+<a href="http://fixmystreet.org/">Read more here</a>.
+</dd>
+
+<dt>I want to suggest an improvement</dt>
+<dd>
+<p><a href="/contact">Drop us a line</a>, or open a ticket on <a
+href="https://github.com/mysociety/fixmystreet/issues">GitHub</a> (requires
+registration). We value your suggestions and we do act on the most requested or
+sensible ones.
+</dd>
+
+<dt>I've got an idea for a site</dt>
+<dd>
+<p>We're happy to hear it – although, note that our parent organisation,
+mySociety, tends to have its priorities mapped out for the foreseeable future
+and we're unlikely to be able to build it for you.
+<p>FixMyStreet code is open source, so you are more than welcome to have a play
+around with it.
+<p>If you lack technical skills, why not post your idea on the
+<a href="https://groups.google.com/a/mysociety.org/forum/#!forum/mysociety-community">mySociety
+mailing list</a>? It's full of people with a shared enthusiasm for this kind of
+thing, and if you capture someone's imagination, they may be happy to
+collaborate.
+</dd>
+
+</dl>
+[% INCLUDE 'footer.html' pagefooter = 'yes' %]
diff --git a/templates/web/fixmystreet.com/static/privacy.html b/templates/web/fixmystreet.com/static/privacy.html
index 4272512ea..e7c78384f 100755
--- a/templates/web/fixmystreet.com/static/privacy.html
+++ b/templates/web/fixmystreet.com/static/privacy.html
@@ -6,8 +6,6 @@
     <aside>
         <ul class="plain-list">
             <li><a href="/faq">Frequently Asked Questions</a></li>
-            <li><a href="/faq#practical">Practical Questions</a></li>
-            <li><a href="/faq#organisation">Organisation Questions</a></li>
             <li><strong>Privacy and cookies</strong></li>
             <li><a href="/contact">Contact FixMyStreet</a></li>
         </ul>
diff --git a/templates/web/fixmystreet/contact/index.html b/templates/web/fixmystreet/contact/index.html
index 24d11d400..2d145ce09 100644
--- a/templates/web/fixmystreet/contact/index.html
+++ b/templates/web/fixmystreet/contact/index.html
@@ -8,8 +8,6 @@
     <aside>
         <ul class="plain-list">
             <li><a href="/faq">Frequently Asked Questions</a></li>
-            <li><a href="/faq#practical">Practical Questions</a></li>
-            <li><a href="/faq#organisation">Organisation Questions</a></li>
             <li><a href="/privacy">Privacy and cookies</a></li>
             <li><strong>Contact FixMyStreet</strong></li>
         </ul>
diff --git a/templates/web/fixmystreet/faq/faq-en-gb.html b/templates/web/fixmystreet/faq/faq-en-gb.html
deleted file mode 100755
index 67e3d2a9f..000000000
--- a/templates/web/fixmystreet/faq/faq-en-gb.html
+++ /dev/null
@@ -1,194 +0,0 @@
-[% INCLUDE 'header.html', title => loc('Frequently Asked Questions'), bodyclass => 'twothirdswidthpage' %]
-
-<div class="sticky-sidebar">
-    <aside>
-        <ul class="plain-list">
-            <li><a href="#faq">Frequently Asked Questions</a></li>
-            <li><a href="#practical">Practical Questions</a></li>
-            <li><a href="#organisation">Organisation Questions</a></li>
-          [% IF c.cobrand.moniker == 'fixmystreet' %]
-            <li><a href="/posters">FixMyStreet Goodies</a></li>
-          [% END %]
-            <li><a href="/privacy">Privacy and cookies</a></li>
-            <li><a href="/contact">Contact FixMyStreet</a></li>
-        </ul>
-    </aside>
-</div>
-
-<h1><a name="faq"></a>Frequently Asked Questions</h1>
-    <dl>
-        <dt>What is FixMyStreet?</dt>
-        <dd>FixMyStreet is a site to help people report, view,
-or discuss local problems they&rsquo;ve found to their local council by
-simply locating them on a map. It launched in early February
-2007.</dd>
-        <dt>How do I get in touch with FixMyStreet?</dt>
-        <dd>Here&rsquo;s our <a href="/contact">contact page</a>.</dd>
-        <dt>What sort of problems should I report with FixMyStreet?</dt>
-        <dd>FixMyStreet is primarily for reporting things which are
-<strong>broken or dirty or damaged or dumped, and need fixing, cleaning
-or clearing</strong>, such as:
-
-    <ul><li>Abandoned vehicles
-    <li>Dog Fouling
-    <li>Flyposting or graffiti
-    <li>Flytipping or litter
-    <li>Streetcleaning, such as broken glass in a cycle lane
-    <li>Unlit lampposts
-    <li>Potholes
-    </ul>
-    </dd>
-
-    <dt>What isn&rsquo;t FixMyStreet for?</dt>
-    <dd>FixMyStreet is not a way of getting in touch with [% c.cobrand.is_council ? 'the' : 'your' %] council for all
-    issues &ndash; please use FixMyStreet only for problems such as the above. We
-    often route problem reports via cleansing services or highways and so using
-    FixMyStreet for other matters may result in a delay in your report getting
-    to the right department. <strong>You will need to contact [% c.cobrand.is_council ? 'the' : 'your' %] council
-    directly for problems such as</strong>: 
-
-    <ul><li>Anti-social behaviour
-    <li>Any urgent or emergency problems
-    <li>Noise pollution or barking dogs
-    <li>Fires and smoke/smell pollution
-    <li>Missing wheelie bins or recycling boxes or missed rubbish collections
-    <li>Proposals for speed bumps/ CCTV/ pedestrian crossings/ new road layouts/ etc.
-    <li>Complaining about your neighbours
-    <li>Complaining about the council
-    <li>Joy riding, drug taking, animal cruelty, or other criminal activity
-    </ul>
-    <p>Councils often have direct hotlines for these sorts of issues.</p>
-    </dd>
-
-        <dt>How do I use the site?</dt>
-        <dd>After entering a postcode or location, you are presented
-with a map of that area. You can view problems already reported in that area,
-or report ones of your own simply by clicking on the map at the location of
-the problem.</dd>
-        <dt>How are the problems solved?</dt>
-        <dd>They are reported to the [% IF !c.cobrand.is_council %]relevant[% END %] council by email. The
-council can then resolve the problem the way they normally would.
-Alternatively, you can discuss the problem on the website with others, and
-then together lobby the council to fix it, or fix it directly yourselves.</dd>
-        <dt>Is it free?</dt>
-        <dd>The site is free to use, yes. FixMyStreet is run
-by a registered charity, though, so if you want to make a contribution, <a
-href="https://secure.mysociety.org/donate/">please do</a>.</dd>
-
-	<dt>Can I use FixMyStreet on my mobile?</dt>
-	<dd>
-	<p>The FixMyStreet website will already work on your mobile phone, adapting to
-	the size of your screen automatically. Using an app has some advantages, though
-	&mdash; for example, you can create a report even when you have no network 
-	connection.
-	<ul>
-	    <li>
-			<a href="https://itunes.apple.com/gb/app/fixmystreet/id297456545">FixMyStreet app for iPhone</a>		
-	    <li>
-			<a href="https://play.google.com/store/apps/details?id=org.mysociety.FixMyStreet">FixMyStreet app for Android</a>
-	    <li><em>Nokia:</em> A volunteer, Thomas Forth, has written an app available from the
-			<a href="http://store.ovi.com/content/107557">Ovi Store</a>.
-	</ul>
-	</dd>
-    </dl>
-
-    <h2><a name="practical"></a>Practical Questions</h2>
-    <dl>
-        <dt>I&rsquo;m from a council, where do you send the reports?</dt>
-        <dd>You can either leave a test report or <a href="/contact">contact us</a>
-to find out where reports go at the moment. Also <a href="/contact">contact us</a>
-to update the address or addresses we use.</dd>
-        <dt>I&rsquo;m from a council, can we have FixMyStreet on our website?</dt>
-        <dd>Yes you can! We offer branded, hosted versions of FixMyStreet for local council websites. <a href="https://www.fixmystreet.com/council">Full details</a>.</dd>
-        <dt>Do you remove silly or illegal content?</dt>
-        <dd>FixMyStreet is not responsible for the content and accuracy
-of material submitted by its users. We reserve the right to edit or remove any
-problems or updates which we consider to be inappropriate upon being informed
-by a user of the site.</dd>
-    <dt>Why does the site use kilometres for measurements?</dt>
-    <dd>Thanks for asking politely &ndash; we never quite understand why some of the rudest
-    emails we receive are on this topic. The British national
-    grid reference system, devised by Ordnance Survey (the British national
-    mapping agency) around the time of the second world war, uses eastings and
-    northings measured in metres and kilometres; the maps we use are from
-    Ordnance Survey and so this is what we use to display distances.
-    There you have it: not everything British is in miles!</dd>
-
-    <dt>Why can&rsquo;t I zoom out more on the reporting map?</dt>
-    <dd>We want to keep FixMyStreet locally focused, so restrict the ability to
-    move radically between areas. The map on Your Reports will let you see all
-    the reports you&rsquo;ve made, wherever they are. If you&rsquo;re from the
-    council then the emailed version of the problem report also contains the
-    closest road and postcode to the pin on the map.</dd>
-
-    <dt>This site is great – why aren&rsquo;t you better publicised?</dt>
-    <dd>As a tiny charity we simply don&rsquo;t have a publicity budget, and we
-    rely on word of mouth to advertise the site. We have a whole <a
-    href="posters/">array of posters, flyers and badges</a> if you&rsquo;d like
-    to publicise us on the web or in your local area, and why not write to your
-    local paper to let them know about us?</dd> </dl>
-    
-    <h2><a name="organisation"></a>Organisation Questions</h2>
-    <dl>
-        <dt>Who built FixMyStreet?</dt>
-        <dd>This site was built by <a href="https://www.mysociety.org/">mySociety</a>,
-        in conjunction with the <a href="http://www.youngfoundation.org.uk/">Young Foundation</a>.
-mySociety is the project of a registered charity which has grown out of the community of
-volunteers who built sites like <a href="http://www.theyworkforyou.com/">TheyWorkForYou.com</a>. 
-mySociety&rsquo;s primary mission is to build Internet projects which give people simple, tangible
-benefits in the civic and community aspects of their lives. Our first project
-was <a href="https://www.writetothem.com/">WriteToThem</a>, where you can write to any of your
-elected representatives, for free. The charity is called UK Citizens Online Democracy and is charity number 1076346. mySociety 
-can be contacted by email at <a href="mailto:hello&#64;mysociety.org">hello&#64;mysociety.org</a>,
-or by post at mySociety, 483 Green Lanes, London, N13 4BS, UK.</dd>
-        <dt><img src="/i/moj.png" align="right" alt="Ministry of Justice" hspace="10">Who pays for it?</dt>
-        <dd>FixMyStreet was originally paid for via the Department for
-        Constitutional Affairs Innovations Fund. It is now funded by a variety of means, from commercial
-        work to <a href="https://www.mysociety.org/donate/">donations</a>.</dd>
-        <dt><a name="nfi"></a>Wasn&rsquo;t this site called Neighbourhood Fix-It?</dt>
-        <dd>Yes, we changed the name mid June 2007. We decided
-Neighbourhood Fix-It was a bit of a mouthful, hard to spell, and hard to publicise (does the URL have a dash in it or not?). The domain FixMyStreet became available, and everyone liked the name.</dd>
-        <dt>Do you need any help with the project?</dt>
-        <dd>Yes, we can use help in all sorts of ways, technical or
-non-technical.  Please see our <a
-href="https://www.mysociety.org/helpus/">Get Involved page</a>.</dd>
-        <dt>I&rsquo;d like a site like this for my own location/ where&rsquo;s the "source code" to this site?</dt>
-        <dd>
-The software behind this site is open source, and available
-to you mainly under the GNU Affero GPL software license. You can <a
-href="https://github.com/mysociety/fixmystreet">download the
-source code</a> and help us develop it.
-You&rsquo;re welcome to use it in your own projects, although you must also
-make available the source code to any such projects.
-<a href="http://www.fiksgatami.no/">Fiksgatami</a> is an example of our code
-being used in a Norwegian version of this site.
-</dd>
-<dt>I&rsquo;d prefer code in a different language?</dt>
-<dd>
-VisibleGovernment.ca wrote their own code for
-<a href="http://www.fixmystreet.ca/">http://www.fixmystreet.ca/</a>, which is
-written in GeoDjango and available under an MIT licence at <a
-href="https://github.com/visiblegovernment/django-fixmystreet/tree/master">github</a>.
-Or <a href="http://www.fixmystreet.org.nz/">FixMyStreet.org.nz</a> is written in
-Drupal.
-</p>
-</dd>
-        <dt>People build things, not organisations. Who <em>actually</em> built it?</dt>
-        <dd>Matthew Somerville and Francis Irving wrote the site,
-Chris Lightfoot wrote the tileserver and map cutter, Richard Pope created
-our pins, Deborah Kerr keeps things up-to-date and does user support,
-Ayesha Garrett designed our posters, and Tom Steinberg managed it all.
-
-Thanks also to
-<a href="http://www.ordnancesurvey.co.uk">Ordnance Survey</a> (for the maps,
-UK postcodes, and UK addresses &ndash; data &copy; Crown copyright, all
-rights reserved, Ministry of Justice 100037819&nbsp;2008),
-Yahoo! for their BSD-licensed JavaScript libraries, the entire free software
-community (this particular project was brought to you by Perl, PostgreSQL,
-and the number 161.290) and <a
-href="http://www.bytemark.co.uk/">Bytemark</a> (who kindly host all
-our servers).
-
-Let us know if we&rsquo;ve missed anyone.</dd>
-    </dl>
-[% INCLUDE 'footer.html' pagefooter = 'yes' %]