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Q&A
Work order systems in PACT-converted developments
1:03:05
ยท
4 min
Council Member Banks questions NYCHA officials about the functionality of work order systems in developments converted to PACT (Permanent Affordability Commitment Together).
- NYCHA officials assert that PACT partners have individual work order systems for their sites.
- Information about work orders is collected monthly from PACT partners and published on NYCHA's dashboard.
- Residents can submit repair requests through various methods, including in-person, phone, and email.
- The council member raises concerns about the recent implementation of a confirmation number system at Linden Houses, suggesting gaps in the transition process.
- NYCHA maintains that they can track work orders regardless of whether a number is provided to residents, but acknowledges improvements in communication with residents about work order numbers.
Chris Banks
1:03:05
Okay.
1:03:05
We've heard that when some developments are converted to PAC, the new property manager does not have a functioning work order or services request system is not in place.
1:03:19
This leaves residents with a way, to document the need for repairs or track maintenance work, on their units.
1:03:27
How does NYCHA ensure that the PAC partners provide the same or greater level of transparency about repairs to PAC residents?
UNKNOWN
1:03:42
Ty, if you could raise your right hand as well, please.
1:03:45
Do you affirm to tell the truth, the whole truth, and nothing but the truth before this committee and to respond honestly to council member questions?
1:03:51
And if you could state your name and title for the record.
Gillian Connell
1:03:55
Jillian Connell, managing director of strategic operations in the real estate development department.
1:04:01
Great.
1:04:01
So I think the question was about work order systems that
Chris Banks
1:04:03
are Let me reread it again for you.
Gillian Connell
1:04:05
Thanks.
Chris Banks
1:04:06
You can answer it correctly.
1:04:08
We've heard that when some developments are converted to PAC, the new property manager does not have a functioning work order or service request system in place.
1:04:20
This leaves residents without a way to document the need for repairs or track maintenance work on their repairs.
1:04:28
How does NYCHA ensure that PAC partners provide the same or greater level of transparency about repairs to PAC residents?
Gillian Connell
1:04:35
Sure.
1:04:36
So each of the PACT partners does have an individual work order system specifically for their sites, and NYCHA collects information on a monthly basis about those work orders from all of our different PACT partners.
1:04:50
Additionally residents have a couple of different ways that they can submit repair requests to our PACT partners.
1:04:57
They're able to go into the management office directly and speak to an assistant there.
1:05:02
They're able to phone in a repair complaint.
1:05:06
They're able to send an email.
1:05:08
So there are a number of different ways that
Chris Banks
1:05:10
Are you aware of Lindenhouses?
1:05:13
Are you familiar with Lindenhouses?
Gillian Connell
1:05:15
I'm familiar with Lindenhouses.
1:05:15
Houses.
Chris Banks
1:05:16
Are you familiar or aware that the management company, I think over the last maybe in the last month or two, developed a ticket repair type service where a tenant can call in and get a confirmation number.
1:05:31
Are you aware of that?
Gillian Connell
1:05:33
So, they definitely track tickets on a work order number basis.
1:05:37
We're absolutely aware of that, yes.
Chris Banks
1:05:39
So, no, no.
1:05:40
Are you aware that they just implemented a system, I think within the last two months or so?
1:05:45
It was brought to their attention that residents would call in, and they weren't given any type of confirmation number or work order number.
1:05:54
Are you aware that they just recently I think within the last month or two, when it was brought to their attention at a TA meeting that they just recently put in a system.
1:06:06
And they've had the development for the last three and a half years, going on probably four years.
Gillian Connell
1:06:11
Right.
1:06:12
So they've always been able to track the work orders at the address and the unit level.
1:06:16
It sounds like they've recently issued a process where they can communicate that number to residents, and that's that's a positive thing.
Chris Banks
1:06:21
Do you think that's important when it comes to tracking repairs, that the tenant get a confirmation number or work order number?
Gillian Connell
1:06:28
I think the property managers are able to track the work orders regardless of whether a work order number is distributed because they're able to track it to the particular unit.
Chris Banks
1:06:38
Okay.
1:06:39
How does NYCHA handle and record the records of work orders from a development once it's converted to PAC?
Gillian Connell
1:06:46
So, we receive information on a monthly basis from all of our PACT partners about various work orders and the information about those work orders is ultimately published on our dashboard that's available on our website.
Chris Banks
1:07:00
Does NYCHA perform any follow-up with the new property manager to verify whether they have all the work orders or service request information for a newly converted development?
1:07:11
So in the transition let me break this question down for you.
1:07:14
In the transition, what information is transferred over?
1:07:17
Is it an orderly transition when a development is converted?
Gillian Connell
1:07:23
Yes.
1:07:24
So when the property transitions from NYCHA to PACT, the work orders that were open under NYCHA are transferred over to the PACT partner, if that's what you're refueling referring to close Well,