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FOR IMMEDIATE RELEASE: March 08, 2023
CONTACT: media@nycha.nyc.gov I (212) 306-3322
NYCHA Announces Extended Wednesday Property Management Hours
Every Wednesday, staff will be available in property management offices until 7 p.m. to assist public housing residents and the general public
NEW YORK – On February 22, the New York City Housing Authority (NYCHA) introduced an extension of property management office hours on Wednesdays at public housing developments throughout the city. Implemented as part of efforts to better serve residents with tenancy-related inquiries and management issues, the extended hours will provide additional opportunities for residents to receive assistance with such needs as rent payment concerns, annual recertifications, interim recertifications, and leasing inquiries. On Wednesdays, NYCHA property management offices will now be open from 8:30 a.m. until 7 p.m.
“The Authority is committed to providing additional support for NYCHA residents, and extending property management office hours allows us to do that,” said NYCHA Interim Chief Executive Officer Lisa Bova-Hiatt. “This improvement is made possible through the continued efforts of NYCHA's hardworking and dedicated staff who answer the call time and again.”
“NYCHA is thrilled to announce the reintroduction of our Wednesday extended hours program, which will make our staff more accessible to residents who are unable to visit their property management offices during the day,” said NYCHA Chief Operating Officer Eva Trimble. “Our new flexible schedule will allow staff to assist residents after hours with rent payment issues, income verifications, and a variety of other issues affecting their quality of life, administrative needs, and level of comfort in their homes.”
Released in March 2021, NYCHA’s Transformation Plan highlighted the importance of re-instilling a consistent culture of customer service aimed at strengthening the level of trust and collaboration between NYCHA residents and frontline staff. Operational improvements, like the extension of property management office hours, enable the Authority to increase capacity around key resident needs related to recertifications of income and prospective tenant interest in starting the process for applying for a NYCHA apartment.
The move to extend property management office hours to 7 p.m. offers the benefit of accommodating NYCHA residents and members of the general public who may not have conventional 9-to-5 working schedules and also serves to reduce cumbersome bureaucratic processes by offering an accessible face-to-face contact for residents.
NYCHA has implemented several customer service improvements over the past year. In January, NYCHA’s website was optimized to include a new searchable ticket database designed to help residents track the progress being made to resolving work orders. NYCHA has been implementing the work order reform process throughout 2022, a program that decentralizes complex skilled trades assignments by stationing such workers at a specific consolidation or neighborhood to enable the expediting of specialized repair requests.
Under this new system, a maintenance worker now opens all necessary work orders for an apartment during the first visit. Residents can then call their neighborhood planner to schedule all skilled trades repairs at once. In the former system, the next step in the repair process was only scheduled once the previous step was completed.
At the property level, NYCHA campuses throughout New York City have benefitted from the extension of the City Cleanup Corps (CCC) program, and more than 360 NYCHA CCC workers are on assignment handling key resident quality-of-life needs like pest control.
Additional information about extended hours at NYCHA property management offices is available in multiple languages by clicking on the languages below:
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About the New York City Housing Authority (NYCHA)
The New York City Housing Authority (NYCHA), the largest public housing authority in North America, was created in 1935 to provide decent, affordable housing for low- and moderate-income New Yorkers. NYCHA is home to roughly 1 in 16 New Yorkers across over 177,000 apartments within 335 housing developments. NYCHA serves over 339,000 residents through the conventional public housing program (Section 9), over 29,000 residents at developments that have been converted to PACT/RAD, and over 92,000 families through federal rent subsidies (the Section 8 Leased Housing Program). In addition, NYCHA connects residents to opportunities in financial empowerment, business development, career advancement, and educational programs. With a housing stock that spans all five boroughs, NYCHA is a city within a city.