Q&A
Steps for residents with rent arrears and NYCHA's service improvement efforts
1:16:47
·
3 min
Council Member Chris Banks inquires about steps for NYCHA residents with rent arrears and NYCHA's role in improving services. Key points from NYCHA representatives:
- Residents should meet with housing assistants in property management offices
- Housing assistants can connect residents to resources and discuss income, family composition, and needs
- NYCHA acknowledges its role in improving services to build resident confidence
- Recent years have seen changes in business processes to improve services
- Transformation plan and work order reform efforts have changed how NYCHA responds to work orders
- More focus on preventative maintenance of major systems
- NYCHA faces an $80 billion capital gap, which impacts property conditions
- NYCHA is continually working to improve day-to-day operations and performance
Council Member Banks emphasizes the need for NYCHA to do a better job in providing services to residents.
Chris Banks
1:16:47
2019.
1:16:49
What are the steps night your residents would run a risk to take today?
Annika Lescott-Martinez
1:16:54
Eva, Sorry.
Chris Banks
1:16:58
Outside the same pay you.
1:16:59
Right?
Pierina Ana Sanchez
1:17:04
Thank you.
1:17:05
I apologize.
Eva Trimble
1:17:06
Residency come into our property management offices and meet with our housing assistants.
1:17:11
The housing assistants are trained, again, to connect them to resources, to talk about their income, family composition, and any of the needs they have as a family in order to make them match to the right resources that that we can get them in order to bring them back to a state of of good standing with their lease, meaning they are either paying rent on time on a regular basis or in a payment plan to start paying back their arrears.
Chris Banks
1:17:34
Okay.
1:17:35
Would you agree that Nitro also plays a role too and hopefully, in better in services to the residents.
1:17:43
And, you know, we've seen the stories of some of the conditions that some of the tenants are living in, and it's it's not to the Not today on doing.
1:17:54
It's solely because of of nature, a terrible job at me maintaining these properties.
1:18:02
So what what what role are you doing to build the confidence that folks should pay that rent.
1:18:11
Because I I I I know that a lot of good folks in nature.
1:18:14
A lot of good folks in nature wanna pay that rent, but they all at hope probably possibly withholding rent.
1:18:20
Because Nitro has been given him the lack of better word shooting at a stick when it comes to services.
1:18:27
So what role do you play in making sure that services being rendered at a at a at a level that really meets the need of of, you know, this this this idea of being a a a a customer in a sense and and and good customer service to the folks that pay us salaries.
Eva Trimble
1:18:47
Absolutely council member.
1:18:49
We play a critical role in providing services to our residents.
1:18:56
The last few years, we've made tremendous strides in changing our entire business processes.
1:19:02
In order to improve those services to the residents.
1:19:05
So our transformation plan, our work order reform efforts have drastically changed, how we respond to work orders, the amount of work we're doing now on preventative maintenance of our major systems far at ways the work we're doing of corrective maintenance.
1:19:19
So we're spending more time preventing failures of critical heating and elevator systems than we are of correcting those failures.
1:19:27
However, the truth is we have an $80,000,000,000 capital gap, and that's really the core of the conditions that you're seeing at our sites.
1:19:35
And so the we are working our best to improve day to day operations.
1:19:39
We're closing This
Chris Banks
1:19:40
is over the course of this is over the course.
1:19:42
Yes.
Eva Trimble
1:19:42
This is That
Chris Banks
1:19:43
that didn't just pop up yet.
Eva Trimble
1:19:45
Closing more work tickets with work for formed.
1:19:47
We're staying on top of
Chris Banks
1:19:48
So that you you you would agree that night you need to do more.
1:19:51
Yeah.
1:19:52
And need to do about a job.
Eva Trimble
1:19:54
And we are.
1:19:55
We're year over year, our worker performance has been
Chris Banks
1:19:57
Would you agree that night you needs to do about a job?
Eva Trimble
1:20:01
We're continuing to do a better job every day.
Chris Banks
1:20:03
Thank you.
1:20:05
Council member Mimi?
