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QUESTION

How is the New York City Housing Authority (NYCHA) improving trust and services for residents?

2:05:20

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The New York City Housing Authority (NYCHA) is undertaking efforts to rebuild trust with residents through better communication and service delivery, including addressing top concerns like broken doors and improving vendor accountability.

NYCHA officials engage in dialogues with staff and residents to understand and address their concerns.
Executive VP for Property Management highlights the importance of completing work efficiently and maintaining open communication, specifically addressing broken doors as a major resident complaint.
NYCHA is focused on enhancing vendor accountability and service timeliness, especially regarding lobby door repairs.
The Letter of Haven program, which involves relocating residents to hotels during apartment renovations, is part of NYCHA's initiatives aimed at improving resident experiences despite receiving mixed feedback.

Althea V. Stevens

2:05:20

So what are you guys doing to also help repair that trust with residents in my check?

2:05:24

Thank you.

Lisa Bova Hiatt

2:05:25

Thanks for that question.

2:05:26

I don't know if Dan, you want to talk.

2:05:29

We've all gone out to developments, spoken both to the staff who were equally affected as well as the residents who, you know, some of them just couldn't believe you know, what they were hearing.

2:05:42

But we continue to have a dialogue with them.

2:05:46

And, Dan, I don't know if you want to speak to to what we do as well.

2:05:50

Yeah.

Daniel Greene

2:05:50

I mean, I struggle with it every single day because you're right.

2:05:53

The residents have a lot of reasons to be frustrated with us still.

2:05:57

And I think what I can say is the the solution to that is getting the work done and getting it done well.

2:06:03

And communication, I agree with you a 100%.

2:06:07

That I I speak with Ted Association presidents every single every single day pretty much throughout this city.

2:06:14

And they wanna see number 1 their their work done for the issues that they care about, and they also wanna see it done in a timely fashion.

2:06:20

As you noted, Broken Doors.

2:06:22

1 of the top complaints, super frustrating that that we have broken door, and it takes so long to get a better at their end.

Sergio Paneque

2:06:28

I literally

Althea V. Stevens

2:06:28

just had a TA emailed me about Brookendorf right now.

Daniel Greene

2:06:30

So Yeah.

2:06:31

I I believe I I probably have a a 100 of those emails in my in in my email inbox right now.

2:06:37

And We have to do better with our vendors, and our vendors have to be accountable, not just on things such as corruption, but also a time of service.

2:06:43

You know, we shouldn't have door vendors have to delay trips out to our park.

2:06:47

To our developments to get lobby doors fixed.

2:06:50

So we need to have provide better and more time sensitive service I agree with you.

2:06:56

We also need to talk with them about ideas for vendors.

2:06:59

I know that we've talked about some type of survey for quality of work, particularly on things like painting or plaster where they might be doing work in the apartment to make sure that tiling is another area that we need to consider.

2:07:10

But I think we have started to achieve some programs that are you know, I run the letter of Haven program.

2:07:17

We've relocated now over 4000 residents.

2:07:20

To hotels.

2:07:20

We're getting worked on their apartment.

2:07:21

And though not every resident has been happy, I do think that we've listened about how we're scoping that program, how we're making it on the resident schedule.

2:07:29

In in programs such as that are, I think, are gonna lead to hopefully better resident feedback and better resident experience overall.

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How does the New York City Housing Authority (NYCHA) communicate with its residents, and is there a newsletter?