NYCHA Repairs Process

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MyNYCHA

Apartment Inspections

Admissions and Continued Occupancy Policy

Clean NYCHA

Community Health

Digital Vans

Domestic Violence

Emergency Management

Heating Season

Homeownership Program

Asbestos

Lead Safety

Lead-Based Paint Inspections

Micromobility

Mold Busters

NYCHA Journal

Parking

Pay Rent

Permanent Exclusion

Pest Control

Policies & Procedures

Repairs Process

Residents Vote

REES

Reasonable Accommodation

Relocation Services

Senior Programs

Smoke-Free NYCHA


NYCHA Repairs Process In Unit Repairs Process Building Repairs Process

NYCHA Repairs Process

NYCHA has been working to improve the repairs process to better serve residents and enhance their quality of life. These efforts include assigning high-demand skilled trades workers to developments for more efficient completion of repairs and establishing Neighborhood Planning Units to make it easier for residents to schedule skilled trades repair tickets.

A printer-friendly guide to the In-Unit Repairs Process is available here.

NYCHA Repairs Process In Unit Repairs Process Building Repairs Process

In Unit Repairs Process

Learn about the apartment repairs process at NYCHA, including how to request a repair for your apartment or check the status of repair requests and when to contact your Neighborhood Planning Unit.

Below are some frequently asked questions about the in-unit repairs process.

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What do I do if I need repairs done in my apartment?

For new repair requests, contact the Customer Contact Center (CCC) at (718) 707-7771 or submit a repair request via the MyNYCHA app or website. Any ticket you create, or that was created on your behalf, can be seen in the MyNYCHA app. You can download the MyNYCHA app to your phone or tablet or use MyNYCHA on the web.

When you report a repair request, a maintenance ticket is created for a maintenance assessment. A maintenance worker will assess your repair and perform any minor repairs. If complex repairs requiring skilled trades (i.e., paint, plaster, carpentry, plumbing, etc.) or environmental testing is needed, the maintenance worker will create tickets for NYCHA staff or vendors to complete your repair.

When you report a request for extermination, either through the CCC, MyNYCHA app, or MyNYCHA website, the Extermination Planning Unit will contact you to schedule your extermination appointment. If the Extermination Planning Unit cannot reach you to confirm the appointment date, they will provide notice via a confirmation letter that will be delivered five days prior to the scheduled appointment date.

For open skilled trades tickets that are pending appointment dates (e.g., paint*, plaster, carpenter, plumber, etc.), you can contact your Neighborhood Planning Unit between 8:30 a.m. and 4:30 p.m., Monday through Friday, to make an appointment for your repair.

You can find the contact information for the Neighborhood Planning Unit for your development on the Repairs to Schedule Slip provided to you by a maintenance worker during a maintenance assessment.

If you are unable to locate the phone numbers for your development, please contact your Property Management Office between 8:30 a.m. to 4:30 p.m., Monday through Friday, or the CCC.

*Please note: NYCHA painters can paint up to two rooms in an apartment. For three or more rooms, a vendor will need to be scheduled by Property Management.

What is a maintenance assessment or maintenance ticket?

When you submit a request for a repair, either through the CCC or MyNYCHA, you create a maintenance ticket for a maintenance assessment. During the maintenance assessment, a maintenance worker assesses the repair and completes minor repairs on the spot. If follow-up tickets are needed for environmental testing, skilled trades, or vendors, the maintenance worker will create those tickets and provide you with information on next steps.

Some repairs can be completed by a maintenance worker, but other repairs require special expertise to complete. For example, a maintenance worker can fix a leaky bathroom faucet but cannot plaster and paint a hole in your wall. For these specialty repairs, additional tickets must be created and scheduled.

What is a minor repair?

A minor repair is a repair job that can be performed by a maintenance worker in their maintenance assessment. Maintenance workers perform preventative and corrective maintenance to prevent damage, diagnose repair issues, and determine next steps.

Examples of minor repairs a maintenance worker can perform:

Leaky faucets

Doorknob and lock repair

Sink and toilet stoppages

Light fixtures and switches

Window guard

Is there a different work ticket number for each skilled trade for the same repair job? For example, is there a different ticket number for plaster than there is for paint?

Yes. Each type of skilled trades work and location in an apartment requires a different work ticket. Each work ticket will have a different appointment date.

It is possible that duplicate work tickets have been created for your repair, especially if your issue pertains to lead-based paint or mold. In these instances, all tickets for the same repair are scheduled on the same appointment date. For example, if you have two tickets for paint in the bedroom, both tickets will be scheduled on the same date.

Is the process for a mold, lead, or asbestos repair the same as any other repair?

The repair process for mold, lead-based paint, asbestos, and other environmental testing are different from routine maintenance repairs. To report an issue with mold, lead-based paint, or asbestos, begin by contacting the CCC at (718) 707-7771 or submit a repair request on the MyNYCHA app or website.

If you have already reported a mold, leak, or excessive moisture problem in your apartment to NYCHA and are dissatisfied with NYCHA’s performance, you can contact the independent, court-appointed Ombudsperson Call Center (OCC) at (888)-341-7152 or the Ombudsperson Call Center website.

Learn more about NYCHA’s mold remediation process.

Learn more about lead safety and inspections at NYCHA.

Learn more about asbestos inspections and abatement.

Why do NYCHA staff ask for access to my apartment when I did not request a repair?

Maintenance workers, and other workers conducting assessments, may be required to trace the root cause of repair issues (, for example, identifying the cause of leaks which may be coming from a unit other than the unit experiencing the leak).

Please allow NYCHA staff to enter your apartment if they are there to identify a leak in an apartment below yours. Your apartment may not have signs of a leak, but the pipes behind the wall may be causing a leak for your neighbors below you.

NYCHA staff may also reach out to you in the event of an emergency repair in your unit that is impacting other units. Please be courteous of other residents and provide prompt access so any emergency issues affecting your neighbors next to or below you can be addressed.

NYCHA staff also conduct yearly apartment inspections, quality assurance inspections, and others. Learn more about apartment inspections.

Who do I contact to schedule my skilled trades work tickets?

You can contact both your Neighborhood Planning Unit to schedule your skilled trades work tickets. They are both trained on how to schedule repairs.

What is the difference between maintenance workers, skilled trades workers, and vendors?

Maintenance workers perform the first visit and assessment of a needed repair. They identify root causes and make any minor repairs necessary. If additional work is needed requiring specialized skill sets, maintenance workers create additional follow- up tickets for skilled trades or vendor work.

Skilled trades workers are assigned to perform complex repairs that cannot be completed by a maintenance worker. The skilled trades are:

Painter

Plasterer

Carpenter

Plumber

Electrician

Exterminator*

Bricklayer

Roofer

Glazier

Vendors are contracted to perform complex repairs that are outside the scope of skilled trades workers. Vendor tickets can be created by maintenance workers during the maintenance assessment. Vendors are scheduled by Property Management.

*Please note that, there is no maintenance assessment for exterminator tickets. Once you call the CCC or submit a request through MyNYCHA for an extermination appointment, it is managed directly by the Extermination Planning Unit.

Are there skilled trade workers in every development?

Yes. At every development there is a painter, plasterer, and carpenter. Other skilled trades are shared between developments.

What is the average time to complete a repair in my apartment?

The average length of time to complete a repair, from maintenance assessment to final completion, depends on the severity of the job, NYCHA’s capacity, and staffing levels. NYCHA currently has a high demand for repairs, resulting in longer wait times. However, the Neighborhood Planning Unit can help you schedule appointment date(s), and you can contact your Planning Unit directly if conditions worsen or if you need to reschedule.

Most extermination appointments occur within 30 days of the creation of an extermination ticket.

How many attempts are made to access a unit for a repair before the ticket is closed?

Skilled trades and maintenance workers may close out a ticket after one attempt on an appointment date for most work tickets. For exterminator tickets, workers must make two attempts. For work tickets associated with mold, tickets can only be closed when work has been completed*. However, NYCHA is launching a pilot initiative to close select mold and leak work tickets with multiple no-access attempts.

Court work tickets must have three properly documented attempts to access a unit before it can be closed out. This stipulation does not apply to court work tickets for mold.

If you have a leak and the origin of the leak is in a different unit, the tickets you create for the leak in your unit will remain open until the origin of the leak is identified and the whole repair is complete. Property Management, maintenance workers, and skilled trades have the right to enter an apartment in the case of emergencies, such as leaks.

*Some mold tickets may be closed with no work done if workers find that work was already performed by the resident and additional work is not needed, or if the ticket was created erroneously.

Who do I contact if the skilled trades worker does not show up or I need to reschedule due to an emergency?

If a skilled trades worker does not arrive at your apartment for a scheduled appointment by 10:00 am, contact your Property Management Office, Neighborhood Planning Unit. If you need to reschedule your appointment, contact your Neighborhood Planning Unit.

Who do I contact if a repair is not complete?

In certain cases where a maintenance worker needs to complete the final step of a repair, like reconnecting a sink, toilet, or showerhead, contact your Property Management Office. If a skilled trades job is incomplete, like the plasterer did not finish plastering a room or the plumber could not address a leak, contact your Neighborhood Planning Unit.

If it is outside the regular hours of the Property Management Office and Neighborhood Planning Unit (8:30 a.m. to 4:30 p.m., Monday through Friday), and the repair is an emergency, call the CCC at (718) 707-7771.

If you would like to report a complaint about your repair, you can call the CCC and dial 7.

When development offices are closed, the CCC will contact the appropriate NYCHA staff or other governmental agencies to make sure emergencies are addressed. Once the situation is stabilized, the repairs are referred to the development where the resident lives for follow-up action on the next working day.

When you call the CCC for maintenance repairs after business hours, during weekends, or during holidays (when development staff are not available), the customer service representative will:

Schedule an appointment for any work necessary in your apartment , (except for emergencies) between the hours of 6 am and midnight.

Place in the system any requests for repairs in public spaces; the appropriate staff will address these based on their priority.

NYCHA staff may also be dispatched for the following non-emergency situations after hours for a $50 fee:

Lock out service or lock repairs involving a NYCHA -issued lock, reported by the head of household.

The retrieval of keys from elevator or compactor shafts.

Household sink, basin, or bathtub stoppages.

Click here for more contact information about emergency and non-emergency repair requests.

The following chart shows whom to contact for repairs depending on the type of repair and where you are in the repairs process.

Apartment Repairs

Heat, Hot Water, or Elevator Complaints and Common Area Repairs

General Requests

CCC or MyNYCHA*

New repair requests without a work ticket

Heat, hot water, or elevator complaints and common area repairs that have not yet been reported

Reschedule a missed maintenance appointment

Property Management

Follow up on open maintenance tickets that NYCHA has not responded to within 7 days

Open tickets for vendors, vinyl asbestos tile testing, and lead abatement

Following up on a reported heat, hot water, or elevator complaint and common area repairs after work ticket is created

General management (e.g., rent, transfers, move outs, recertifications)

Neighborhood Planning Unit

Scheduling skilled trades** tickets after a maintenance worker has verified the repair and provided a Repairs to Schedule Slip

Scheduling any open skilled trades tickets visible on the MyNYCHA app or website

Never

Never

*Due to level of priority or emergency need, in some instances the MyNYCHA app will be unable to schedule the maintenance assessment.

**Skilled trades refers to bricklayer, carpenter, electrician, exterminator, glazier, painter, plasterer, plumber, roofer.

NYCHA Repairs Process In Unit Repairs Process Building Repairs Process

Building Repairs Process

Learn about the building repairs process – involving gas/heat/water outages, common areas and grounds, lobby doors/intercoms, and more – and how to request these types of repairs.

Below are some frequently asked questions about the building repairs process.

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What is a building-wide repair?

A building-wide repair is any repair that concerns a building’s common areas, façade, or development grounds. Building- wide repairs involve but are not limited to:

Gas leaks

Steam leaks

Heat outages

Electrical/power outages

Intercom repairs

Broken mailbox banks

Broken mailbox cylinders

Stair hall repairs

Lobby repairs

Hallway repairs

Development grounds repairs

Walkway repairs

Main sewer and stack stoppages

Compactor issues

Rat infestations

Garbage issues

Whom do I contact for building-wide repairs?

To report any repairs throughout your building and development grounds, contact the Customer Contact Center (CCC) at (718) 707-7771 or submit a repair request via the MyNYCHA app or website.

Whom do I contact if there is a heat, elevator, gas, or electrical outage?

To report a heat, elevator, or gas outage, contact the CCC at (718) 707-7771 or submit a request via the MyNYCHA app or website.

What is the average time to restore a planned outage for heat, elevators, gas, or electricity?

Planned gas, heat, and electricity outages vary in restoration time

How do I report rat infestations throughout the building and surrounding development grounds?

Building rat infestations should be reported to the CCC at (718) 707-7771 or via the MyNYCHA app or website.

Once the ticket is created, the Extermination Planning Unit will coordinate with Property Management to address the infestation.

Whom do I contact regarding damage to the building common areas caused by an emergency response?

NYCHA’s Emergency Management & Services (EMSD) and Property Management staff document and create any work tickets needed to address property damage and repair issues that result from an emergency response. Residents can also report damage to building common areas (such as broken lobby doors, elevators, machine room doors, or broken locks), to the ccc at (718) 707-7771 or via the MyNYCHA app or website.

Whom do I contact for repairs in Resident Association rooms that are located in the building or within an apartment unit?

Repairs for Resident Association rooms that are located in a common room in a NYCHA building can be directed to Property Management, which will schedule any repairs needed.

Repairs for Resident Association rooms that are located within an apartment unit can be requested through the ccc at (718) 707-7771 or via, the MyNYCHA app or website.

How can Tenant Resident Association presidents schedule a meeting with Property Management and residents to discuss repair issues?

Per 24 964.105 (C) Housing and Urban and Development (HUD) regulation, “There shall be regularly scheduled meetings between the [Housing Authority] and the local duly elected resident council, and the jurisdiction-wide resident council, to discuss problems, plan activities, and review progress.”

Please contact Property Management and the Resident Participation and Civic Engagement (RPCE) Department (resident.engagement@nycha.nyc.gov) to coordinate regularly scheduled meetings between NYCHA Resident Associations and Property Management.

How can I learn more about capital projects in my development, including the length of time that sidewalk shedding will be in place at my development?

Sidewalk shedding is required for any building façade project. For information about façade work, and other capital projects in your development, please visit the Capital Projects Tracker. The Capital Projects Tracker provides a description of the project, progress summary, timeline, budget, and project manager contact information. If you have additional questions, please contact Property Management.

Whom do I contact for building repairs requests that have been outstanding for months?

For outstanding tickets that have already been created, please follow up with Property Management.

The Property Management Office is closed, and I can’t reach them. Whom do I contact?

When development offices are closed, the CCC will contact the appropriate NYCHA staff or other governmental agencies to make sure emergencies are addressed., Once the situation is stabilized, the repairs are referred to the development where the resident lives for follow-up action on the next business day.

When you call the CCC for maintenance repairs after business hours, during weekends, or during holidays (when development staff are not available), the customer service representative will:

Schedule an appointment for any work necessary in your apartment (, except for emergencies between the hours of 6am and midnight).

Place in the system any requests for public space repairs; the appropriate staff will address these based on their priority.

NYCHA staff may also be dispatched for the following non-emergency situations after hours for a $50 fee:

Lock out service or lock repairs involving a NYCHA-issued lock, reported by the head of household.

The retrieval of keys from elevator or compactor shafts.

Household sink, basin, or bathtub stoppages.

Click here for more information about emergency and non-emergency repair requests.

I have an issue with Property Management; how do I file a complaint?

You can submit a concern about the following at Submit-Concern or by calling the CCC at 718-707-7771 (select menu option 7 when prompted). Complaints can be made anonymously. Depending on the nature of the issue, your complaint will be routed to NYCHA’s Compliance Department, Environmental Health and Safety Department, or Quality Assurance Unit.

Potential violations of laws, rules, or regulations

Improper maintenance work intended to hide actual building conditions

Previously reported unsafe health and safety conditions, including regarding lead, mold, pests, heating, elevators, building cleanliness, and fire safety, that were not corrected

Policies or procedures not followed

Unsafe conditions for NYCHA staff; or

Poor quality maintenance work in an apartment or building

Click here for more information about how to file a complaint with NYCHA.

The following chart shows whom to contact for repairs depending on the type of repair and where you are in the repairs process.

Apartment Repairs

Heat, Hot Water, or Elevator Complaints and Common Area Repairs

General Requests

CCC or MyNYCHA*

New repair requests without a work ticket

Heat, hot water, or elevator complaints and common area repairs that have not yet been reported

Reschedule a missed maintenance appointment

Property Management

Follow up on open maintenance tickets that NYCHA has not responded to within 7 days

Open tickets for vendors, vinyl asbestos tile testing, and lead abatement

Following up on a reported heat, hot water, or elevator complaint and common area repairs after work ticket is created

General management (e.g., rent, transfers, move outs, recertifications)

Neighborhood Planning Unit

Scheduling skilled trades** tickets after a maintenance worker has verified the repair and provided a Repairs to Schedule Slip

Scheduling any open skilled trades tickets visible on the MyNYCHA app or website

Never

Never

*Due to level of priority or emergency need, in some instances the MyNYCHA app will be unable to schedule the maintenance assessment.

**Skilled trades refers to bricklayer, carpenter, electrician, exterminator, glazier, painter, plasterer, plumber, roofer.