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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 & northing, latitude & 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' %] |