FixMyStreet Pro

Issue reporting for councils, based on the popular service,
FixMyStreet’s user-centred design provides an easy, intuitive way to report and fix public realm issues. That focus on usability has also been applied to the management interface for council staff, providing a simple experience that works with your existing systems.


  • Online highways, environment and missed bins reporting for your authority
  • Case management for customer services, inspection and maintenance teams
  • Proven integration with all major asset, works and CRM services
  • Display asset layers e.g. street lights, bins, UPRN on map
  • Live heatmap to understand category, seasonal and area-based trends
  • Let citizens upload photos of issue for more detailed reports
  • Simple and intuitive location finder to make accurately-placed reports
  • Disable reporting on emergency categories to prompt citizen to call
  • Automatically route problems to the correct team or contractor
  • Uses the branding from your existing website and services


  • Helps councils achieve lower operating costs through channel shift
  • Integration/s with all existing back office systems and processes
  • Two way information flow: show residents upcoming maintenance works
  • Open and transparent approach reduces incidents of duplicate reporting
  • Fully synchronised reporting across council domain, FixMyStreet app &
  • User-centred, co-designed approach to non-emergency issue reporting
  • No need for rekeying, reports automatically enter your workflow
  • Signpost reports directly to Highways England and other authorities
  • Maintain control, track service levels and manage contracts
  • Improve transparency, customer satisfaction and council reputation


£10,000 to £38,000 an instance a year

Service documents

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G-Cloud 12

Service ID

7 4 1 3 6 0 2 0 7 7 9 5 8 4 2


SocietyWorks David Eaton
Telephone: 07535 166280

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within normal working hours our official response rate is 4 hours
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Web chat support
Onsite support
Yes, at extra cost
Support levels
We offer a single support level as defined in our SLA.

Critical: requests for errors resulting in non-availability of the service, e.g. the URL returns an HTTP error code 500. Resolution within three days.

Non-Critical: minor bugs that do not substantially affect the service, or minor feature/ content adjustment requests. Resolution within five days.
Support available to third parties

Onboarding and offboarding

Getting started
Once you’re all signed up, we’ll contact you to make sure we have full understanding of your needs through a thorough on-boarding exercise in the following areas:

Templates and/or style guides so that FixMyStreet can adhere to your website’s existing look and fee, the reporting form categories and fields that will best fit into your structures, back end integration requirements. Your preferred notification methods, contact email addresses for report recipients, example address and postcodes for testing the service prior to launch and any specific content that needs to be added to the FAQs for your installation.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
At the termination of the agreement the customer may choose to issue a transfer request which grants the customer sufficient data and rights to operate the service themselves or with a third party. This will be provided in the most appropriate format for ongoing usage.
End-of-contract process
Either party can terminate service by giving notice to the other that service will cease at the end of the day before an anniversary of the agreement start date. Any notice must be given no less than six (6) weeks before an anniversary of the agreement start date.
At the termination of the agreement the customer may choose to issue a transfer request which grants the customer sufficient data and rights to operate the service themselves or with a third party.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The service is fully responsive thus apart from layout there are no differences in functionality.
Service interface
What users can and can't do using the API
A full description of what users can do with the API can be found at
API documentation
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Buyers can customise the look and feel of our service to meet their brand guidelines and can also customise the workflow and the reporting categories through the admin interface.


Independence of resources
Monitoring is in place to ensure that if there is any abnormal load or behaviour on any account a range of measure can be implemented to ensure service levels. These include but are not limited to the ability to rate limit, block or ban traffic sources.


Service usage metrics
Metrics types
Metrics provided include (but are not limited to)

Unique users
New users
Returning users
Number of reports
Number of closed/open reports in a time period
Average time to report closed
Number of reports by category
Number of reports by location
Numbers of reports by category by ward
Reporting types
Real-time dashboards


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
FixMyStreet Pro provides a data export option that allows users to export CSV without intervention from us. If users require additional formats this can be facilitated.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
Our service levels etc are available under the 'Service Level Agreement' heading of the Terms & Conditions document attached.
Approach to resilience
We use Bytemark's national network which is built with resilience in mind. Through careful design and planning, they’ve created a network that is intended to handle much more traffic than we are ever likely to see in normal conditions.

The core and data centre networks benefit from 10Gbps of connectivity and are designed to transparently tolerate the failure of any link or piece of equipment.

More detail is available upon request.
Outage reporting
Services outages are reported via email and major issues are covered on the platform blog

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Username and passwords with two-factor authentication.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
Cyber Essentials (search for SocietyWorks)

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
Information is key to mySociety's continuing business. The management of it is the responsibility of all users of the systems which mySociety provide. All information must only be used for its intended and stated purpose. Information must be protected from its creation, during its useful life, and through its authorised disposal. All information should be maintained in a secure and reliable manner.
Compliance with applicable legislation is paramount, and all information must be processed, maintained and disposed of in accordance with the laws relevant to the jurisdiction.
Information security policies and processes
Password Security
Minimum password complexity ensures that brute-forcing is sufficiently difficult that it is mitigated by other practices
System Patching
All mySociety servers and the packages on them are regularly and routinely patched to minimise the potential for vulnerabilities
Access Control Model
mySociety maintains a least-permissive access control model to reduce potential cross-contamination of access in the event of a security compromise. Where appropriate, processes are jailed
Off-Site Backups
mySociety employs both on-line, near-line and off-site backup solutions. All data is encrypted using GnuPG? (key) encryption, and data verification can take place before restoration to ensure there has been no data tampering
Secure access to servers
Privileged credentials are only transmitted to mySociety servers via encrypted protocols (HTTPS or SSH). Credentials are only exchanged in person or out-of-band with manual integrity checking
Physical Security
mySociety servers are hosted by Bytemark within two data centres in Manchester. The data centres employs CCTV, 24 hour security and biometric sensors, and their operator is certified to ISO27001:2005.
Host Based Firewalling
Every mySociety server runs a host based firewall to restrict inbound and outbound access of traffic

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We operate automated configuration management of our systems using Puppet. This ensures that all our systems are kept in a consistent state. The configuration is kept in version control.

Configuration and code changes are subject to peer-review via pull requests and reviews against our git repositories.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
For core system software we run daily checks for security updates and apply them.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We check daily for security patches/updates and apply these.

We also monitor our SSL certificates and have a partly automated system for renewals (aim is for full automation in due course).
Incident management type
Supplier-defined controls
Incident management approach
We record logs for major incidents to capture actions and details and then raise appropriate issue tickets once root cause is established or to implement changes based on lessons-learned.

Users can report issues via the usual support channels and we provide incident reports via our blog.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks


£10,000 to £38,000 an instance a year
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.