Customer Contact Center
(718) 707-777 24 hours a day, 7 days a week to handle emergencies
(718) 707-777 Monday through Friday, 6am to midnight to schedule routine maintenance repairs
Public housing residents can call the Customer Contact Center at 718-707-7771 to report emergencies and schedule routine maintenance repairs in their apartments and developments.
They can assist you specifically
► Regarding emergency repairs in your apartment or in a public space
► Concerning heat and hot water issues
► To schedule general apartment repair appointments
► For information about housing applications offices
The customer service representatives can assist you better when you provide the following information
► Your name, address, telephone number, and the name of your development
► The location of the emergency (if it applies): apartment, lobby, hallway, stairwell, etc.
► The floors affected
► When and how the problem began
► Previous work ticket number (if applicable)
Find more information at the NYCHA CCC website.
Updated on December 5, 2020
Apartment Maintainance Complaint by 311
311 or (212) 639-9675
311 Online Sign Up
If you report an apartment building problem and it is not fixed in a timely manner, call 3-1-1 or make a complaint online at 311 Maintenance Complaint in Apartment / 311MOBILE. To report a problem in an apartment, you must provide your contact information. If you wish to report an issue anonymously you can do so if the issue is affecting the entirety of a building.
Before filing a complaint with the Housing Preservation and Development Department (HPD), you should try first to resolve the issue with your landlord, managing agent, or superintendent. If you live in a co-op or condo, you should first report apartment maintenance issues to the owner, management company, or board before filing a complaint with HPD.
Learn how to make a complaint and what to do next if responsible parties are not responsive
► Reporting Apartment Issues. (Handout includes a template letter)
► Reporting Apartment Issues in Spanish. (Handout includes a template letter with instruction in Spanish)
► Send a formal letter of complaint to your landlord with the justfix.org website.
If your landlord is not responsive and you plan to file a complaint through 311, this is what happens next
► 311 will give you a Service Request number (SRN). You can use this SRN to track the status of your complain by visiting 311ONLINE, 311MOBILE (if you filed it through 311MOBILE) or through HPDONLINE.
► HPD will attempt to contact your building’s managing agent to advise them that a complaint has been filed and that a violation may be issued if the condition is not corrected immediately. HPD will also attempt to call you back to see if the condition was corrected. If you indicate that the condition was corrected, HPD will close the complaint.
These are the most common apartment maintenance complaints according to NYC 311
► Unsanitary conditions, such as mold, sewage, or pests, including mice, bed bugs, or roaches
► Water leaks, holes, cracks, or peeling paint on walls or ceilings
► Doors and locks that are broken or missing
► Windows that are broken or stuck open or closed
► No heat or hot water
► Electrical problems, such as no lighting, defective outlets or switches, exposed or illegal wiring, or wet light fixtures
► Cooking gas that has been shut off
► Doorbells, buzzers, or intercoms that are broken or missing
► Floors that are damaged
► Chipped, peeling, flaking potential lead paint
► Sinks, bathtubs, showers, toilets, or other plumbing fixtures that are broken or defective
► Safety issues, such as broken or blocked fire escapes, or broken or missing smoke alarms, carbon monoxide detectors, or window guards
— To learn more about the process of reporting a quality or safety issue visit NYC Reporting a Quality of Safety Issue.
— Learn more about tenant rights and responsibilities with Housing Rules for Owners and Tenants.
— For more information about complaints for other types of housing visit Housing Complaints.
Updated on December 13, 2020
Home Repair and Preservation Financing
Lead Hazard Reduction and Healthy Homes Program
If you are a homeowner in one of the five boroughs and need heating upgrades, plumbing or electrical repairs, lead paint removal, roof and window repairs, or other repairs you could receive a homeowner repair loan through the Department of Housing Preservation and Development. The program provides access to affordable low- or no-interest and potentially forgivable loans for home repairs to eligible owners of one- to four-family homes in New York City
For more information about this program by clicking on HomeFix. To find out if you qualify please visit Determine Eligibility.
Updated on December 6, 2020