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Q&A
RAD/PACT management oversight and resident feedback process
2:29:44
ยท
159 sec
Council Member Chris Banks questions NYCHA officials about the process for addressing resident dissatisfaction with management companies in RAD/PACT developments. Jonathan Gouveia explains NYCHA's oversight mechanisms and cites examples of management companies being replaced due to poor performance.
- NYCHA has multiple teams overseeing RAD/PACT properties, including asset management and compliance teams
- Two instances of property manager removal are mentioned: Pinnacle at Hope Gardens and Cornell Pace in the Manhattan bundle
- There is no formal review process, but NYCHA relies on ongoing oversight and resident feedback
Chris Banks
2:29:44
Been satisfied.
2:29:44
So I know the we spoke about the RAD PAC when it comes to the engagement.
2:29:54
And I just wanna I have just a couple of questions about, you know, when a development is converted and once we're done with the rehab and now we're on to the management, you know, phase or the day to day phase per se.
2:30:14
If the residents are not content with that particular management company or those particular owners, is there a process put in place or any type of trigger where NYCHA can revisit the contract agreement?
Jonathan Gouveia
2:30:35
Yes.
2:30:36
So again, we have our ongoing oversight which happens through our asset management team.
2:30:41
NYCHA also has a compliance team.
2:30:43
There's also at least housing that administers the subsidy.
2:30:45
So there's a lot of different ways in which NYCHA looks at these properties.
2:30:49
And if there are issues, including resident complaints, we will take immediate action.
2:30:55
And there are two cases where we have removed a property manager, one at Hope Gardens and one in the Manhattan bundle.
2:31:04
At Hope Gardens it was Pinnacle, and at the Manhattan bundle it was Cornell Pace and we have replaced both of those property managers with Wavecrest.
Chris Banks
2:31:14
And that process also involved the tenants getting their input?
Jonathan Gouveia
2:31:20
I mean yes it was a lot of it was driven by feedback we were getting from residents about the what they felt was the poor level of service under the original property managers.
2:31:29
So we responded.
Chris Banks
2:31:30
Is is there a formal process for that or is that just to protest other residents coming together after?
2:31:38
Or is there a formal process or period that's set up where that review can take place?
Jonathan Gouveia
2:31:45
It's not responding just to protest.
2:31:48
As I said, there was these three bodies within NYCHA that are constantly overseeing these properties.
2:31:54
And so we have a real time sense of whether customer service is being delivered in the way that we expect.
2:32:14
And so, you know, it is based on both what we are seeing on the properties, but also in feedback from the residents.
2:32:20
But there is not a formal mechanism at this point.