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Q&A
NYCHA complaint and service request systems
1:11:22
ยท
88 sec
Council Member Chris Banks inquires about NYCHA's complaint and service request systems, including methods for filing complaints, wait times for the customer contact center, and performance tracking.
- Residents can file complaints through the customer contact center, MyNYCHA app, and sometimes at management offices.
- NYCHA experienced increased wait times due to funding and staff cuts in 2024, which were partially restored.
- NYCHA tracks and reports on customer contact center performance, including wait times.
Chris Banks
1:11:22
When it comes to complaints and code violations, by what methods can residents file complaints or service requests with NYCHA?
1:11:32
And what is the average, like, wait time to connect with NYCHA staff member when a resident resident calls the customer contact center?
1:11:42
And how does NYCHA track the performance of his customer contact center?
1:11:48
And does NYCHA also track the number of times or calls that gets disconnected?
1:11:54
How does that look?
Arvind Sohoni
1:11:57
Thanks, Chirr.
1:11:59
So a couple of things on this.
1:12:01
Residents can create new tickets through, yes, calling the contact center.
1:12:05
If they have the MyNYCHA app on their phone, they can use that as well.
1:12:08
They can actually also create it sometimes in the management office with the receptionist there if they need to.
1:12:14
Most new tickets, though, are created through the contact center and the MyNYCHA app.
1:12:18
The contact center last year, so in calendar twenty four, had sort of funding and staff cuts in January of that year, we saw fairly immediate increases in wait times.
1:12:29
So what used to be a two, three minute wait for a call was all of sudden it's taking some people thirty, forty minutes.
1:12:34
We restored some of those cuts in July of twenty four, adding staff back, especially temporary floating staff.
1:12:40
It is still not back to where it was prior to '23, so we still have long wait times.
1:12:45
We do track that, and we do report on that, but we're happy also to discuss more specific what we're doing there too.