New York City Housing Authority

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Repairs by Appointment for Brooklyn Residents

Brooklyn-- the borough with the most New York City Housing Authority (NYCHA) apartments, 58,393 to be exact-- has been added to the Centralized Call Center (CCC) network this September, which will provide Brooklyn residents with a convenient way to schedule maintenance requests. Now, just as residents in Manhattan, Queens and Staten Island can call a single number to schedule maintenance visits and repairs, so too can Brooklyn residents. That number is: (718) 707-7771.

The Brooklyn rollout will be completed in two phases: approximately 24 developments gained access to the service on September 10th and the remaining 24 developments will gain access by September 24th.

First implemented in the borough of Staten Island in 2005, the Centralized Call Center is a NYCHA facility that is staffed by customer service representatives, who are available to answer calls 24 hours a day, seven days a week. What's even better is that residents who request repairs are actually given appointments that accommodate their schedules. When a resident makes an appointment for a repair via the CCC, he/she will receive a confirmation telephone call the day before the appointment. Customer service representatives will also follow up with the resident after the work is performed to obtain feedback.

The CCC is just one of a number of initiatives the Housing Authority is implementing to streamline operations, improve service, and save the Housing Authority money. According to responses received via customer satisfaction surveys, residents are pleased with the Centralized Call Center.

"NYCHA is really proud of the CCC," said Deputy General Manager for Operations Robert Podmore. "The number of 'tenant not home' tickets has dropped dramatically," he said. "Residents appear to be very happy with the program based on all of the feedback we've received, and what's more, we've been able to hire a number of residents to work as customer service representatives," Mr. Podmore added.

It is estimated that the CCC will receive between 6,000 and 8,000 calls per day when all five boroughs are live. Developments in the Bronx are expected to join the CCC network by the end of 2007.

By Eileen Elliott
September 13, 2007