Your guide to NYC's public proceedings.
Q&A
Resident complaint process and recourse for security and fire guard issues
1:55:59
·
120 sec
Council Member Chris Banks inquires about the process for NYCHA residents to submit complaints about security and fire guard contractors, and what recourse they have for issues. NYCHA representatives explain the current procedures and options available to residents.
- NYCHA has posted contact information in lobbies for residents to report issues with guards
- The Office of Safety and Security keeps records of resident complaints
- Residents can reach out to the Office of Safety and Security to have problematic guards removed
- NYCHA will request that guards with infractions are not allowed to serve at NYCHA properties again
Chris Banks
1:55:59
And how are NYCHA residents expected to submit complaints about these contractors?
Lauren Gray
1:56:06
Well, thanks to the DOI report, we've now put the postings throughout of our throughout our lobbies for both fire guards and security guards, and then there's a number on there that they can report to us too if they're having an issue with a guard.
Chris Banks
1:56:17
Does NYCHA keep track of resident complaints about a vendor or particular employees?
1:56:23
And where are these records normally kept?
Lauren Gray
1:56:27
The Office of Safety and Security does keep records of when there is a complaint that comes in from a resident.
Chris Banks
1:56:33
Does NYCHA have a internal requirement to maintain documentation of the contractors trans infractions?
Lauren Gray
1:56:41
We choose to.
1:56:42
We keep it on file for anywhere from seven to ten years.
1:56:45
I know we have Allied's information stored and have no intent of getting rid of it anytime soon.
Chris Banks
1:56:50
Okay.
1:56:51
And is there a how often do you check, you know, whether proper documentation is being followed?
Lauren Gray
1:56:57
I'm sorry.
1:56:57
Could you repeat the question?
Chris Banks
1:56:58
I said how often do you check whether proper documentation is being followed?
Lauren Gray
1:57:03
The the timekeeping?
1:57:04
Yes.
1:57:04
Yes.
1:57:05
So it is checked regularly as timekeeping information is coming in to us, and I think it's reported daily or weekly.
1:57:13
As we receive it?
1:57:14
Yeah.
1:57:14
As we we receive the invoices that come in, we are checking it up against the timekeeping that is provided to us by the guard companies.
Chris Banks
1:57:22
And and what is the procedure when a contractor's employee are found to be in violation of their service agreement, such as being absent for a shift or consuming substances on a on duty?
Lauren Gray
1:57:37
So we will get that infraction sent to the guard company.
1:57:41
And as and I mentioned, we will not we will request that that guard is not allowed to serve a NYCHA campus ever again.
Chris Banks
1:57:47
Okay.
1:57:48
What recourse do tenants have if they have issues with a particular security or fire guard?
Lauren Gray
1:57:54
They are more than happy to reach out to the office of safety and security, and we will work to have that guard removed from the property.
Chris Banks
1:58:00
Okay.