1. Does the Housing Authority have accommodations for persons with disabilities?
2. What is the definition of a 'person with disabilities' for the purpose of being eligible for one of these special apartments in public housing?
3. What makes these apartments for persons with disabilities so accessible?
4. A member of my family often requires use of a wheelchair. Am I eligible for an accessible apartment, and if so, how can I apply for one?
5. How can I make a request to have modifications made to my current apartment to accommodate a disability?
6. I am confined to a wheelchair. If an elevator is out of service after regular business hours, what can I do?

Pets

1. Are dogs allowed in Public Housing?
2. How many pets can I have in my apartment?
3. What other rules apply to having a pet?
4. What determines if a dog is vicious?
5. How can I arrange for the adoption, spaying or vaccination of my pet?

Rent

1. I think my recent rent increase was incorrectly calculated. Is there a way to check the accuracy of my rent?
2. When will NYCHA start charging rent when I first move into my apartment?
3. I paid my rent this month. Why did I get a dispossess notice?
4. I received a notice informing me that I am a Chronic Rent Delinquent and that I must attend an Administrative Hearing. What is a Chronic Rent Delinquent? Am I going to be evicted?
5. I am out of work and notified my Housing Assistant. Why hasn't my rent been decreased?

Repairs

1. How do I request a repair to my apartment?
2. How can I request emergency repairs on weekends or off-hours?
3. I requested repairs in my apartment. How long will it take before the repair is completed?
4. What is a Skilled Trade Work Repair?
5. We recently had some work done in our apartment by a NYCHA contractor. The renovation work was unsatisfactory. What can I do?
6. What should I do if I find mold in my bathroom?
7. Should I be notified when hot water or elevator maintenance is being completed?
8. If my apartment feels too cold what should I do?
9. How many air conditioners am I permitted to have in my apartment?
10. Will NYCHA pay for damage to personal property as a result of a flood in my apartment?

Security/Quality of Life Issues

1. How can I report excessive noise disturbances?
2. What can I do if I suspect drugs are being sold in my building or development?
3. Can my tenancy be terminated if a member of my household commits a crime?
4. Is it true that if someone is arrested for a felony drug offense that they cannot visit any NYCHA development?
5. Why doesn’t my development have the closed circuit television cameras (CCTV’s) to monitor our buildings and surrounding areas to prevent crime?
6. A rude NYCHA employee has mistreated me. How do I make a complaint against that person?

Transfers / Moving

1. Can I transfer to another apartment in my current development or another development?
2. How can I find out about the status of my transfer request?
3. I was approved for a transfer before my neighbor was. Why did they get an apartment first?
4. Why must I transfer to a smaller apartment?
5. I live alone in a NYCHA apartment. Can a family member take over the apartment if I move?
6. If I move into an apartment to care for a terminally ill relative, will I be able to keep the apartment for myself as a remaining family member?
7. Can I transfer to a housing development for senior citizens?

Handicapped Accessibility

1. Does the Housing Authority have accommodations for persons with disabilities?

   NYCHA has apartments available that are accessible to persons with disabilities. If a person with a disability needs an accommodation to assist them in their current apartment, they should contact their Housing Assistant.

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2. What is the definition of a 'person with disabilities' for the purpose of being eligible for one of these special apartments in public housing?

   Any family with a member who permanently utilizes a cane, walker, leg braces, crutches or wheelchair, or is otherwise in need of an accessible apartment because of a disability, qualifies for such an apartment.

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3. What makes these apartments for persons with disabilities so accessible?

   Most of the handicapped accessible apartments are in buildings that have ramps and elevators able to easily accommodate a wheelchair. Also, the apartments have been modified with lowered kitchen and medicine cabinets, bathroom grab bars making the tub more accessible, handheld showers, an accessible toilet and widened doorways to allow wheelchairs to easily maneuver between rooms. They also have enhanced audio/visual alarms using strobe lights to warn hearing-impaired persons when smoke or fire alarms go off. In some units, where medically necessary and prescribed by a doctor, roll-in showers are installed so a person in a wheelchair can easily get in and out.

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4. A member of my family often requires use of a wheelchair. Am I eligible for an accessible apartment, and if so, how can I apply for one?

   If you, or a member of your household, are mobility impaired and desire a fully converted apartment, fill out a 'Request for Transfer' form available from your Management Office. Your Housing Assistant should be able to help you or you can call NYCHA's Department of Equal Opportunity at (212) 306-4652 or TDD (212) 306-4845.

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5. How can I make a request to have modifications made to my current apartment to accommodate a disability?

   If you or a member of your household becomes disabled at any time while living in a NYCHA development, you may contact your Management Office or NYCHA’s Department of Equal Opportunity at (212) 306-4652 or TDD (212) (212) 306-4845 to request modifications.

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6. I am confined to a wheelchair. If an elevator is out of service after regular business hours, what can I do?

   If the elevator is out of service after regular business hours, contact the Emergency Service Department (ESD) at (718) 707-7777 so that they can repair the elevator. If an immediate repair cannot be made, ESD can use a Stair Lift to assist you in getting to your apartment.

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Pets

1. Are dogs allowed in Public Housing?
   

   Dogs are allowed in Public Housing as long as they are properly registered with the development Management Office, have the necessary licenses, are spayed or neutered and have all necessary vaccinations. There are limitations on the size of newly obtained dogs. You should discuss the dog regulations with your Housing Assistant. See NYCHA's Pet Policy for more information.

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2. How many pets can I have in my apartment?

   Residents may own one dog or one domesticated cat. Residents who possessed pets prior May 1, 2002 may keep the registered pets they have. However, when one of those pets dies, the one pet rule takes effect. A person with disabilities who requires a service animal, such as a seeing-eye dog, may have such an animal in addition to the one pet. Residents may own other pets in accordance with the New York City Health Code. These include small, caged birds (parakeets, canaries), fish and small caged animals (hamsters, gerbils, guinea pigs) as long as they do not create a nuisance.

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3. What other rules apply to having a pet?

   Dogs MUST be on a leash six-feet long or shorter in public areas. Dogs and cats must be spayed or neutered. Pets must be licensed annually, which costs $8.50. If you have any questions you can call Animal Care and Control of NYC at 212-876-7700 x 4303. Pets are not permitted in Pet-Free Zones. Pet-free zones include Management Offices, playgrounds, Community Centers, laundry rooms, basement areas, roofs or roof landings, and other places that have signs signifying a Pet-Free Zone. Dangerous dogs are not permitted in NYCHA apartments or grounds. Report all non-emergency concerns about dogs or other animals to your Management Office or call 311.

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4. What determines if a dog is vicious?

   An animal that menaces, threatens, attacks or bites a person may be deemed as vicious. Such animals cannot be kept in NYCHA apartments. Call 911 to report an immediate threat regarding a vicious or dangerous dog.

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5. How can I arrange for the adoption, spaying or vaccination of my pet?

   Animal Care and Control of New York City (ACC) or a veterinarian can guide you in arranging the adoption or vaccination of your pet. Visit the Animal Care and Control of NYC or call 212-876-7700 x 4303.

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Rent

1. I think my recent rent increase was incorrectly calculated. Is there a way to check the accuracy of my rent?

   Rent should be no more than 30% of adjusted net income. There are ceiling rent or prescribed rent caps for each apartment size. The adjusted net income is gross income minus prescribed deductions. After checking with your Housing Assistant, if you still think there was an error contact your development Manager. You may request a grievance meeting with the Housing Manager. A copy of the grievance procedure is available at the Management Office. If you still think that there is an error in your rent calculation, you can submit a grievance.

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2. When will NYCHA start charging rent when I first move into my apartment?

   Development staff will contact the new resident when the apartment is ready to move into. Rent is charged from the date that the apartment is ready for occupancy by the new tenant.

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3. I paid my rent this month. Why did I get a dispossess notice?

   Rent is due on the first business day of the month. By paying rent on time, a dispossess notice and resulting legal action and fees can be avoided.

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4. I received a notice informing me that I am a Chronic Rent Delinquent and that I must attend an Administrative Hearing. What is a Chronic Rent Delinquent? Am I going to be evicted?

   If you pay your rent late three times in 12 months, you are classified by NYCHA as a Chronic Rent Delinquent and Termination of Tenancy Proceedings will be initiated. You will get several opportunities to explain your situation before an Impartial Hearing Officer. It is important that you attend the hearing to explain why you couldn’t pay the rent. If the matter is still unresolved you could ultimately be evicted for chronic rent delinquency.

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5. I am out of work and notified my Housing Assistant. Why hasn't my rent been decreased?

   Any change of employment status must be reported within 30 days. If you are receiving unemployment benefits there is a three-month waiting period before rent is adjusted. The rent decrease will be retroactive and you will be credited for the three-month waiting period. If you are not receiving unemployment benefits, your rent may be adjusted the month after you report your change of employment status.

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Repairs

1. How do I request a repair to my apartment?

   To request a repair, call the Customer Contact Center (CCC) at (718) 707-7771 to make an appointment. They will give you an appointment for routine repairs, or make arrangements to address emergencies. Remember to always ask for the work ticket number. (Note: After-hours emergency requests are not assigned work ticket numbers.)
   
   REDUCE YOUR CALL WAIT TIME - CALL DURING NON-PEAK HOURS - Call volume is heaviest on Mondays and the day after a holiday. The best time to call is usually mid-morning, or afternoons after 4 PM.

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2. How can I request emergency repairs on weekends or off-hours?

   Emergency maintenance staff will respond to emergency repair requests that are called in to the CCC after the Management Office has closed on weekdays, 4:30 P.M. to 8:00 A.M., or all day on Saturdays, Sundays and holidays. These emergency situations will be addressed immediately. (No work ticket is assigned to emergency requests called in after-hours.) The Customer Service Representative may help you deal with the problem over the phone, or call the Fire Department or other governmental agency to assist in the emergency. Emergency repairs are: gas leaks, toilet stoppages that cause serious floods, passengers stuck in elevators, electrical power failures, sewer back-ups, apartment door and door knobs not working and heat and hot water issues. Once the emergency is abated, the repairs will be performed by maintenance staff during regular business hours. If the work is not an emergency an appointment will be scheduled with you during the phone call.

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3. I requested repairs in my apartment. How long will it take before the repair is completed?

   All work tickets are treated by priority of importance. Emergency repairs such as gas leaks, floods, clogged toilets, persons stuck in elevators, power failures, heat and hot water complaints, missing window guards, broken entrance doors, or any life-threatening situations must be completed immediately. Urgent repairs such as clogged kitchen sink drains or an inoperative refrigerator must be completed within 48 hours. Routine repairs such as a dripping faucet or a broken window handle will be scheduled for the next available time slot or at your convenience. If the mater is still not resolved, call the Centralized Call Center (CCC). The CCC will intervene on your behalf to have the repair completed.
   
   *Staff can also be dispatched for the following non-emergency situations, after-hours, for a $50 fee: 1.) Lock out service or lock repairs involving residents' personal locks reported by the head of household; 2.) the retrieval of wallets, keys, money, etc. from elevator or compactor shafts; and 3.) Household sink, basin or bathtub stoppages.

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4. What is a Skilled Trade Work Repair?

   Skilled Trade repairs are repairs that are done by specialists instead of the development maintenance staff. They can include but are not limited to replacement of a kitchen cabinet, major plumbing repairs, wiring replacement, extermination and plastering work. Before a specialist is sent to your apartment, except when the request is for painting or exterminator, a maintenance worker or inspector will observe the condition. If you have a problem, like wiring, an appointment will be set up. The development maintenance worker will try to resolve the repair. If he or she cannot resolve the problem, you will need to make an appointment to have a skilled tradesperson come to your apartment. The maintenance worker will give you a work ticket number. The next day, please call the CCC to request an appointment. They will already have all the technical information in the system so you will just need to set up the date.

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5. We recently had renovations completed in our apartment by a NYCHA contractor. The renovation work was unsatisfactory. What can I do?

   Notify your Management Office. The Superintendent and the Contract Inspector will examine the work and notify the contractor if they find the work has been faulty. If the work is faulty the contractor will correct the condition.

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6. What should I do if I find mold in my bathroom?

   Report the condition to your Management Office and they will take care of it. They can also advise you on how to avoid mold in the future and how to get rid of it yourself using a mixture of ordinary laundry bleach and water.

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7. Should I be notified when hot water or elevator maintenance is being completed?

   You are supposed to be notified by development staff and notices should be posted in the affected buildings. If your development management staff does not post service disruption notices notify your Manager. If you still are not being notified about service disruptions you can notify your Borough Management Office and they will make certain such notices are properly posted in the future.

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8. If my apartment feels too cold what should I do?

   The City's heat standards requires landlords to maintain apartments at 68 degrees from 6 a.m. to 10 p.m. when the temperature outside is less than 55 degrees, from October 1st through May 31st. If the heat in your apartment does not meet this standard, the maintenance staff will check your apartment and correct the situation.

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9. How many air conditioners am I permitted to have in my apartment?

   Where the electrical service is sufficient to handle the additional electrical service, a maximum of two air conditioners are permitted. Where developments do not have the appropriate electrical capacity to accommodate air conditioners, you may have two special outlets installed for air conditioning. The cost for the additional outlet(s) is $2.00 per month for one outlet or $4.00 per month for 2 outlets. The additional outlet charge is paid for a period of ten years, then it ceases.
   
   The charge for additional consumption of electricity for air conditioners is $8.00 per month for disabled families, senior citizens, and residents not paying the flat rent, and $10.00 per month for non-disabled families, non-senior citizens, and residents who pay the flat rent, per air conditioner. Residents must request permission and complete the appropriate forms to install an air conditioner prior to the installation and should discuss whether additional electrical outlets are required with their Housing Assistant.

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10. Will NYCHA pay for damage to personal property as a result of a flood in my apartment?

    Yes, NYCHA will reimburse you for expenses for a flood if it was through no fault of yours. Ask your Housing Assistant how to file a personal property damage claim. You will have to supply receipts showing dates of purchase and the cost of damaged items. If the flood was caused by another resident, such as in the case of a broken washing machine hose, you should contact that resident for any damage settlement.

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Security/Quality of Life Issues

1. How can I report excessive noise disturbances?

   Report the situation to 311. Do not call 911. Also, advise your Housing Assistant. The Housing Assistant will meet with the noisy neighbors to try to resolve the situation. When you report the matter to your Housing Assistant, you are, in effect, creating a record. If the noisy neighbors does not respond and the allegation is substantiated by management, administrative action can be initiated to terminate the family’s tenancy.

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2. What can I do if I suspect drugs are being sold in my building or development?

   You can report it to your Manager who will keep the information confidential and then notify the Police Department. Or, you can report it directly to the Police Department yourself by calling your local police precinct. You may also call 911 if you feel that there is a serious or immediate threat.

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3. Can my tenancy be terminated if a member of my household commits a crime?

   NYCHA has the right to deny persons with criminal records residency in order to provide a safe environment for all residents. If someone was arrested and gave your address or was arrested and resides in your apartment, you will have an opportunity to a hearing before any eviction proceedings are undertaken. If the crime was very serious and the offender is convicted, you may have to agree to permanently exclude that individual from your apartment.

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4. Is it true that if someone is arrested for a felony drug offense that they cannot visit any NYCHA development?

   This is true. NYCHA has implemented a no trespass policy which denies access to NYCHA property to anyone arrested for a felony drug offense on or adjacent to NYCHA buildings and grounds. This policy seeks to combat drug-related crime and protect residents in the City's public housing.

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5. Why doesn’t my development have the closed circuit television cameras (CCTV’s) to monitor our buildings and surrounding areas to prevent crime?

   The CCTV monitoring program has significantly reduced crime at developments where they have been installed. However, the systems are expensive and funding is limited. NYCHA has installed some smaller CCTV systems where local elected officials have obtained funding for the installation.

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6. A rude NYCHA employee has mistreated me. How do I make a complaint against that person?

   Request an appointment to discuss this with your Manager. If you don't get any results, report the matter to your Borough Management Office or call 311.

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Transfers / Moving

1. Can I transfer to another apartment in my current development or another development?

   Your Housing Assistant can clarify the various transfer guidelines. Some reasons that NYCHA may deem appropriate for a transfer include: overcrowding, having an apartment that is too large for your family, travel hardship in getting to your job, or the need to be closer to a medical facility or family member who is aging or ill who needs your help, or whom you can help. You must fully document your need for a transfer.

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2. How can I find out about the status of my transfer request?

   Visit or call your Housing Assistant and request the status of your transfer request. There is no way to tell when vacancies will occur, therefore we can’t tell you when you will be called for an apartment. There is also no way to predict when a person’s referral will be selected because the TSAP computerized waiting list continually selects the application or transfer request with the highest priority and certification date. We can, however, tell you how many families are waiting for the same size apartment at the development where you are on the waiting list. After waiting two years without being called for an apartment, you may request that your transfer be assigned to another development. You can choose this development from the Interviewer’s Guide to Vacancies which lists developments with greater vacancy rates.

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3. I was approved for a transfer before my neighbor was. Why did they get an apartment first?

   Your neighbor’s circumstances may have been different from yours. They may have required a transfer because of health reasons, or they may have needed a different size apartment than you, or the development they transferred to might have had a greater turnover of apartments.

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4. Why must I transfer to a smaller apartment?

   According to NYCHA procedure, the number of occupants residing in the apartment determines the number of rooms assigned. If you have too many rooms, the lease requires you to sign a consent form and move to a correct size apartment. You may choose any development and will stay on their waiting list for one year. After that, you will be placed on a waiting list for the correct size apartment at your current development.

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5. I live alone in a NYCHA apartment. Can a family member take over the apartment if I move?

   In order to sign a lease and take over your apartment the person must be a part of your immediate family and must have lived in the apartment with NYCHA’s knowledge and permission at least one year prior to your moving. That person must pass a criminal background check and have their income verified to meet the criteria of a new resident before getting a lease.

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6. If I move into an apartment to care for a terminally ill relative, will I be able to keep the apartment for myself as a remaining family member?

   As of November 24, 2002, your mother may request permanent residency for you subject to approval by the Housing Manager. However, for you to retain the apartment for yourself you will have had to lived there continuously with the Manager’s approval for a full year before your mother passed away. Also, at least one person in your new household must have a verifiable income; the family must be income eligible for public housing and must pass all requirements for new applicants.

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7. Can I transfer to a housing development for senior citizens?

   Yes. There are 42 NYCHA developments exclusively for seniors 62 years of age or older. In addition, there are “senior only” buildings at 15 of NYCHA’s 344 mixed-population developments. Most of the senior developments offer services specifically aimed at seniors. There are more than 10,000 apartments in the “senior only” buildings. Seniors also live in mixed-population buildings. All members of the household in a senior only building must be 62 or older.

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