Q&A
NYCHA's process for collecting and maintaining data on heating problems
0:56:08
ยท
94 sec
Keith Grossman explains NYCHA's process for collecting and maintaining data on heating problems at the unit level, including how they track and respond to repeated complaints.
- NYCHA tracks individual unit heating complaints separately from building-wide outages
- A resident outreach team is established to proactively address repeated complaints
- If a resident calls more than 2-3 times in a short period, NYCHA will reach out to schedule an appointment
- The team works to identify and address underlying issues, such as drafts or equipment problems
Chris Banks
0:56:08
Alright.
0:56:09
I'll definitely get you those specifics.
0:56:11
And I have I'll do 2 more questions, and then I'm gonna open the, floor for my colleagues to ask questions.
0:56:17
What is NYCHA's process for collecting and maintaining data on these problems at, at the unit level, such as tracking the frequency individual apartments?
Keith Grossman
0:56:30
Yeah.
0:56:30
Absolutely.
0:56:31
So we do attract, again, just, in unit in unit heating failures or complaints.
0:56:37
Right?
0:56:37
We do track those, separately from outages, which are a building line, building section of development, or the entire development.
0:56:47
We so, as we do look at those separately, if a resident calls more than 2 or 3 times and we have repetitious calls from that resident, we have a we established a resident outreach team in heating that actually takes a proactively reaches out to the resident rather than waiting for the resident to call.
0:57:06
And we start to try to understand why those tickets are being put in.
0:57:11
Maybe it's the the convector is working, but maybe there's a draft issue that's not necessarily related to the heating system.
0:57:18
So we will work with that resident to ensure that the apartment has a good envelope and the heating system is working.
0:57:24
Right?
0:57:24
Maybe it was just, an element, or something that needed to be changed.
0:57:28
So whatever it may be, we will work through with that resident.
0:57:31
So if they call more than 2 or 3 times in a period of time, I believe it's a week or 2, we will we will proactively reach out to them, schedule an appointment for an apartment visit, and work through their issue with them.
Chris Banks
0:57:43
Okay.