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AGENCY TESTIMONY
Findings from NYCHA contractor oversight audit
3:36:08
ยท
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The audit on NYCHA's oversight of repair contractors revealed significant issues with transparency and resident engagement. Key findings highlight a lack of feedback mechanisms and poor contractor performance.
- NYCHA does not seek resident feedback on contractor work quality
- 30% of surveyed residents rated contractor work as poor
- 93% of respondents were never asked by NYCHA to rate their satisfaction with repairs
- NYCHA does not evaluate contractors for jobs valued at or below $50,000
Maura Hayes-Chaffe
3:36:08
The results of both audits have been published and are a matter of record, so I'll focus my comments today on findings related specifically to transparency and engagement issues that were identified.
3:36:22
The contractor audit found for example that NYCHA does not seek feedback from NYCHA residents concerning contractors of the quality of the work they performed even when the work was conducted in their apartments.
3:36:37
The auditors collected 1,005 survey responses from residents living in 44 developments.
3:36:44
30% of residents indicated the work performed was poor and only 46 rated percent rated the work performed as good or better.
3:36:54
Had NYCHA communicated with residents concerning their experiences with contractors, they would have this information.
3:37:02
Shockingly, 93% of respondents who answered this question indicated they were never asked by NYCHA to rate their satisfaction with the work performed and only 35% rated NYCHA's responsiveness in responding to issues with repairs as good or better.
3:37:22
That means 65% of residents, of surveyed residents rated NYCHA's responsiveness below this level.
3:37:30
NYCHA does not currently evaluate contractors hired to perform jobs valued at or below $50,000.
3:37:39
Various developments do not information concerning issues that have been encountered with NYCHA's central office or with other developments.
3:37:48
And as indicated above, they make no concerted effort to collect data from residents concerning contractor performance.
3:37:55
This is a missed opportunity.