NYCHA Repairs Process

• 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.}

• 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.

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   

• 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. 

• 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. 

• 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. 

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

• 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.}

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

• 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.

• 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}. 

• 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.

• 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. 

*_{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.}