Urban Planning, Ecological Transition, Urban Services and Housing

The volume of incidents, complaints and suggestions that the City Council receives from members of the public in connection with cleaning and waste collection dropped by 23% over the last year.

In contrast, the number of notifications relating to the maintenance of urban space, such as the state of litter bins, dog areas, traffic lights, pavements and street lighting, went up by 7%.

The IRIS system, which manages all the communications that the City Council receives from members of the public, city residents and visitors alike, recorded 350,573 notifications, some 9% fewer than in 2022, from roughly 150,000 different people. That means the service is handling some 960 notifications a day, compared to 1,050 last year.

The most common channel for people to report incidents continues to be the 010 freephone number, or the social behaviour number (900 226 226), handling nearly 40% of all communications received. This is followed by online support, accounting for 37% of notifications received, and the app “Barcelona a la butxaca”, which is used for 19% of notifications.

Satisfaction with the resolution of problems

Telephone surveys show that users gave the service an average score of 8 out of 10 when asked about their satisfaction with the way problems are resolved. Incidents are resolved and closed in seven days on average.