Q&A
Heating failure monitoring and response
1:42:47
·
161 sec
Council Member Banks inquires about NYCHA's process for tracking and addressing heating failures in individual apartments, with a focus on senior developments. Brad Greenburg explains the monitoring systems and protocols in place.
Key points:
- NYCHA tracks unit complaints with specific coding and temperature monitoring
- A comprehensive procedure is in place for staff to respond to unit heating complaints
- NYCHA is working on implementing temperature monitoring devices in developments, but facing challenges in finding reliable solutions
Chris Banks
1:42:47
Residents do out their report, boat monitors have cited that Nietra does not track certain data with the most recent reporting cited Nietra's performance in addressing heating failures in individual apartments.
1:43:01
As an example, how does Nitrogen make the decision on what data to track and not track and what other resources involved in the in the data tracking?
Brad Greenburg
1:43:13
Well, so just just to be clear on the we we do track unit complaints.
1:43:17
We have if if a resident calls in a unit, he complaint, it comes in with a very particular kind of coding with a report time, and then we can track the time to close.
1:43:25
We also implemented protocols in the last 5 years so that Every time we close a unit complaint, our heating plant technician has to input the temperature and take a temperature heating and attach a picture of their temperature heating.
1:43:36
And my department and our heating department both look at, you know, all of our HP CTs to see if they're doing that properly or not.
1:43:43
They don't always, and sometimes we have to, you know, engage and discipline around that that process, but we do track key complaints.
1:43:50
The issue in the agreement has been that there are, like, very specific There's a a random sample that has to be created for figuring out if you're dipping below the temperature threshold and the last monitor in Nitro.
1:44:02
We we did not focus on building that random sample dataset, and we also do still have to figure out exactly how we wanna read some of the provisions that have kind of, like, different words used in different places in the agreement that was in the way it was written.
1:44:17
So in some portions of the agreement, it uses the word outage, in some places, it uses the word shortfall.
1:44:21
And so we kind of have never been able to define out where something is applicable to apartments versus buildings, lines, and campuses.
1:44:30
But we're looking forward to working with the monitor team to to make everyone comfortable with the data and and happy with it.
Chris Banks
1:44:36
How are you dealing with the senior develop but, you know, senior developments tend to get a lot of complaints about the lack of heating or because we know seniors tend to need more heat.
1:44:49
How are those complaints monitored, how are they tracked?
1:44:54
What 10 decay has given to Knowles particular development.
Brad Greenburg
1:44:58
So we have a 247 heat desk, which was a requirement in the agreement.
1:45:02
That 247 heat desk has encouraged people to go check it out.
1:45:06
It's got really good data across the entire authority now about what complaints have come in.
1:45:11
It also can identify for you what how many seniors live at a property, whether it's a senior designated building, and when they dispatch staff as part of, like, the heat process, including floating staff late at night, they can take that into account if if it's a senior building or not.
