How to report on the OneService app
Open the OneService app or chatbot, take a photo of the problem, describe what is wrong and send it. You do not need to work out first which agency or Town Council is responsible.
The MSO works with public agencies, Town Councils and the community. OneService says that if you have spotted a problem in your estate but are unsure which agency to contact, you can submit your case through the OneService App or OneService Chatbot.
For an issue such as a fallen tree or a damaged facility, OneService's app and chatbot page says to take a photo and describe the issue. The same approach works when you need to report a choke in a common area, such as a blocked drain along your corridor.
Describe what you see rather than what you think caused it. "Water dripping from the corridor ceiling outside unit 12" is more useful than a guess about which pipe has failed.
Before you send a report, check that it covers these four points:
- The exact location. Give the block number, the level and the nearest unit number or lamp post.
- A clear photo. Show the problem itself, with enough of the surroundings to place it.
- What is wrong and since when. For example, "the light at the level 7 lift lobby has been off for three nights".
- Whether it is a safety risk. Say so if it could hurt someone, such as a broken railing or water pooling on a staircase.
The OneService chatbot
If you would rather send a message than use a separate app, the OneService Chatbot runs on WhatsApp and Telegram. OneService's app and chatbot page describes the app and the chatbot as MSO's digital channels. The app launched in 2015 and the chatbot in 2021, and a beta voice chatbot, Tell Us @ OneService, is on trial.
Reports are not the only use. OneService says the app and chatbot can also help with booking BBQ pits and void decks, referring those in need to social services, and updates on HDB lift faults or nearby home renovations.
When you use the chatbot, give the same four details listed above: the location, a photo, what is wrong and since when, and whether it is a safety risk. If you are not sure whether something counts as a municipal issue, describing it in a chat is a simple way to start, since you do not need to name the agency yourself.
When to call the Town Council
HDB says Town Councils control, manage, maintain and improve the common property of HDB flats, including corridors, void decks, lifts, water tanks, public lighting and open spaces. That covers problems such as a lift that is not working, damage at the void deck or a broken light in a common corridor. If you already know your problem is in one of these areas, you can report it to your Town Council directly. OneService is most useful when you are not sure who looks after something.
When you call, have the same details ready as for an app report: the block, the level, the nearest unit or lamp post, and what you have seen.
Once the immediate risk has been dealt with, you can still report the problem through OneService if it needs follow-up, with a photo and the exact location.
If you are unsure whether a fault is common property or part of your flat, read the guide on who maintains what in an HDB flat before you report it.
If a choke seems to come from the shared main stack rather than your own pipes, see the guide on a main stack choke. For taps that suddenly run dry, see the guide on a water supply cut.
Common property or your flat?
Problems inside your flat are usually yours to fix, such as a dripping tap, a loose cabinet door or a choked kitchen sink. Items you place in the corridor are yours too, even though the corridor itself is common property. Before you put anything outside your door, check the corridor rules guide.
| Item | Usually looked after by |
|---|---|
| Corridors, void decks and lifts | Town Council |
| Water tanks, public lighting and open spaces | Town Council |
| Fittings and fixtures inside your flat | You |
| Items you place in the corridor | You |
NEXT STEP
See handyman companies in the directory with their published prices, the areas they say they cover and their sources.
Compare handymenSome problems inside a flat need a closer look. For concrete that is cracking or breaking away from a ceiling, see the guide on spalling concrete. For other common questions about repairs, the HDB repairs FAQ is a good place to start.
Before any work starts inside your flat, ask the company to explain what the job includes and what it does not cover, so you know what to expect when they arrive.
Questions
Can I report anonymously on OneService?
OneService answers this in its own app FAQs, so check there before you submit. The app also shows which details it asks for as you fill in a case, so you can see what you are sharing before you send it. If you would rather not share a detail, check what the form requires first.
How long does OneService take to fix a problem?
No single timing applies, because your report goes to the agency that handles that kind of problem. OneService explains what happens after you submit in its app FAQs. For an urgent leak from a common pipe or a lift entrapment, use the emergency number on the lift or the notice board instead of the app.
Can I track my OneService case?
OneService covers this in its app FAQs, which are the place to check whether and how you can follow up on a case. In the meantime, keep your own note of what you reported, where it was and the photo you sent, so you can give the same details if you need to report it again.
Does OneService handle noisy neighbours?
Not usually. OneService is for municipal issues, such as a damaged facility or a choked common drain, rather than disputes between neighbours. For a dispute with a neighbour, including one about noise, the Community Mediation Centre may help.
Is OneService only for HDB estates?
No. OneService says the Municipal Services Office works with public agencies and the community, not only with Town Councils. If you have spotted a problem in your estate and are unsure which agency to contact, it is a sensible place to start. Give the exact location, as you would for a report in an HDB estate.
Can I report a problem inside my own flat?
Usually not. OneService suits problems in shared spaces, and repairs inside your own flat are usually yours to arrange, whether that is a handyman job or work for a licensed plumber. If you are unsure whether something counts as common property, see the guide on who maintains what in an HDB flat, linked above.
Practical guidance for planning a home job in Singapore. Company prices come from the HomezyPro directory, each linked to its source; rules and safety points link to the agency or manufacturer that sets them. This is not a site inspection, a quote or professional advice for your home.
How HomezyPro worksYOUR NEXT STEP
Find the right team for your home.
Compare services, published prices and sourced reviews. Contact the company directly to confirm your job and availability.
Explore handyman companies