Please call the Customer Contact Center (CCC) at 718-707-7771 or use the MyNYCHA app or website (nyc.gov/MyNYCHA) to report these issues. When reporting a leak, include any details that could help NYCHA identify the cause (e.g., it only leaks when it rains, or the leak occurs at night when the radiator heats up)

For emergency repair requests, please call the CCC at 718-707-7771 (representatives are available 24/7 for leak-related emergencies).   

Leak-related emergencies include active flooding, water leaks impacting electrical systems (e.g., electrical switches or outlets), leaks from above, overflowing fixtures, toilet stoppages, etc.

For emergency repairs, NYCHA staff will respond within 24 hours. Please ensure that you or an adult age 18 or older are available to provide access to your apartment for up to 24 hours after the emergency repair is requested. If no one answers the door, NYCHA staff may use their right of entry to go into your apartment to make the repair(s). 

For non-emergency repairs, please select an appointment date within seven calendar days when submitting a repair request. NYCHA staff will respond on the selected appointment date (or within seven calendar days if an appointment date wasn’t selected).

If you believe the mold and leak are caused by the same issue (for example, a ceiling leak led to the mold growth on the wall), you only need to submit one repair request for mold.   

If the mold and leak are separate issues (for example, mold in one room and an unrelated leak in another) or you are not sure, please submit two separate repair requests.

Before your scheduled inspection or repair, please move any personal items away from leaks or standing water.  

Please make sure NYCHA staff, including maintenance and skilled trades workers, can enter your apartment on the day of the appointment to check for leaks and make necessary repairs. For emergency repairs, an adult should be available to provide access within 24 hours after the issue was reported, so we can respond quickly and prevent further damage.

After you submit the repair request, NYCHA will create a maintenance ticket for an initial maintenance assessment. If you have an email address on file with NYCHA, you will receive an email with your ticket number and the date of your maintenance appointment. 

A maintenance worker will respond to the repair request and determine next steps. If this is a simple repair that can be completed during the initial visit, the maintenance worker will complete the repair and close the work ticket. If this is a more complex repair that requires specialized expertise (e.g., plumbing, plastering, painting), the maintenance worker will create a follow-up ticket for each repair needed to resolve your complaint and inform you of the next steps.   

For more information on NYCHA’s repair process, including leak repairs, please visit on.nyc.gov/nycha-repairs-process.

Minor repairs that can be completed by the maintenance worker during the initial assessment, including leaky faucets, leaks under kitchen or bathroom sinks, sink and toilet stoppages, and leaks around bathtubs and toilets.  

Follow-up repairs that cannot be completed by the maintenance worker and require special expertise (i.e., skilled trades), including repairs to water pipes, rebuilding walls or replastering surfaces, replacing tiles, repointing brick, replacing damaged cabinets or tub surrounds, painting, extermination, and heating-related repairs. 

If a maintenance worker determines that skilled trades are needed to complete your repair request, the worker will create the repair tickets on your behalf and issue you a Repairs to Schedule slip. The slip will list the original maintenance ticket number on the top, indicate which skilled trades are needed to complete the work, and include the phone number of your Neighborhood Planning Unit. Please call the Neighborhood Planning Unit to schedule the skilled trades repairs. The following crafts are considered skilled trades: bricklayer, carpenter, electrician, exterminator, glazier, painter, plasterer, roofer. 

If the maintenance worker determines that other specialized trades are needed to complete the repair request, the worker will create repair tickets on your behalf and advise that NYCHA will notify you once these repairs are scheduled. This includes asbestos abatement, lead abatement, mold abatement, heating-related repairs, and other complex repairs performed by vendors. Please contact your property management office if you have any questions about these tickets.

Maintenance workers or other staff might need to access your apartment to perform emergency repairs or trace the source of a leak that is impacting your neighbors. Water travels, so sometimes a leak might originate in an apartment without any signs of a leak or water damage. If the tenant in the apartment below or adjacent to your apartment submits a leak from above or wall leak complaint, NYCHA’s policy is to conduct a multi-apartment inspection to identify the root cause. Additionally, NYCHA staff might need to use their right to access your apartment to immediately abate conditions like flooding and perform emergency repairs. Please provide prompt access so any emergency issues affecting your neighbors can be addressed.  

NYCHA’s Quality Assurance Department conducts random quality assurance inspections regarding leaks and other work tickets across the Authority; they might also request access to your apartment to ensure that the root cause of a previously reported leak was addressed and that all repairs were completed in a satisfactory manner.

If you submitted an initial repair request and the condition worsens while you are awaiting the initial assessment by maintenance staff, please call the CCC to submit a follow-up service request. The CCC agent will escalate the repair request.  

If the repair request was already assessed by maintenance staff and the condition worsens while you are awaiting the follow-up repairs, please contact your Neighborhood Planning Unit (for skilled trades repairs) or Property Management staff (for skilled trades, vendor, or other craft repairs) to escalate the repair request.

You can check the status of any open repair requests in MyNYCHA or by calling the CCC

Please notify NYCHA when a non-emergency appointment needs to be rescheduled or cancelled, preferably at least 24 hours in advance. This will help NYCHA reassign staff to address other repair requests: 

• For maintenance tickets, please call the CCC or use MyNYCHA to reschedule or cancel your appointment.  

• For skilled trades repair tickets, please contact your Neighborhood Planning Unit to reschedule.  

• For other repair tickets (e.g., asbestos abatement, mold abatement, vendor repairs), please contact your property management office. 

NOTE: Some emergency leak repair requests (e.g., floods or leaks from above) require a 24-hour response by NYCHA staff and cannot be rescheduled or cancelled until the condition is verified and abated by NYCHA staff.

If a NYCHA worker or vendor does not show up for a scheduled appointment, please follow up with NYCHA as soon as possible: 

• If a maintenance worker doesn’t arrive at your apartment within a scheduled period (8am – 12pm, 1pm – 4pm) or within 24 hours for emergency repair requests, please contact your property management office.  

• If a skilled trades worker does not arrive at your apartment for a scheduled appointment by 10 a.m. on the date of the appointment, contact your Neighborhood Planning Unit or property management office.  

• If another trade (e.g., asbestos abatement specialist) or vendor does not arrive for a scheduled appointment, please contact your property management office. 

You can update your contact information (including email address and cell/work phone number) when you call the CCC or submit a new repair request via MyNYCHA. Additionally, you can update your contact information at any time via MyNYCHA.

Clean and dry any damp furnishings and other personal property as soon as possible to remove any moisture and prevent mold growth. Special care should be taken to dry porous materials (such as rugs, carpets, carpet pads, upholstery, leather, papers, and food). Items that don’t dry within 48 hours may need to be thrown out. 

Use a dehumidifier to remove moisture from the air and help prevent mold growth. If a dehumidifier is not available, use a fan or open windows and doors to dry impacted areas.

Residents whose personal property is damaged by flooding, water leaks, or excessive moisture should contact their property management office to make a claim. Residents will be required to submit a written statement discussing the circumstances of their claim and proof of damage. The Property Manager will promptly investigate each claim and will prepare NYCHA Form 040.126 (Personal Property Damage Claim).

Residents with a disability such as a breathing problem may request a short-term or permanent relocation due to a leak or mold condition. Residents can submit a reasonable accommodation request by submitting NYCHA Form 040.050 (NYCHA Transfer Request) and NYCHA Form 040.426 (Reasonable Accommodation – Medical Verification), which are available at the property management office, or by submitting the request via NYCHA’s Self-Service Portal: selfserve.nycha.info

If NYCHA doesn’t properly or promptly complete the repair, you can: 

• Contact NYCHA’s Compliance Department at on.nyc.gov/Submit-Concern or by calling the CCC at 718-707-7771 (select menu option 7 when prompted), or  

• Contact the independent, court-appointed Ombudsperson Call Center (OCC) at 888-341-7152 or at ombnyc.com.

The OCC will investigate leak, excessive moisture, water damage, and mold complaints when NYCHA doesn’t properly or promptly respond to the repair requests submitted by residents. 

Please do not contact the OCC unless you first contacted Property Management and are not satisfied with NYCHA’s response or the quality of the repair. The OCC will assist when: 

• You submitted a leak/excessive moisture/water damage/mold repair request and NYCHA didn’t show up for the appointment. 

• The repair is taking longer than 15 calendar days to complete, and this is causing a problem for you. 

• NYCHA started but didn’t complete the repair work, and didn’t provide you with the next steps in the repair process (including the follow-up appointment date to complete the repairs). 

• NYCHA completed the repair, but the work is not satisfactory or the condition reoccurred. 

• NYCHA closed the leak work ticket as unfounded, but you do not agree with NYCHA assessment.  

The OCC will seek updates from NYCHA on your behalf and ensure progress. If the OCC is unable to resolve your concerns, they will contact Cesar de Castro, the Ombudsperson, to resolve the issue. For more information, please visit the OCC website at ombnyc.com or call the OCC at 888-341-7152.