COVID-19 Updates on NYCHA Property Management Offices

March 16, 2020March 31, 2020 LaToya CCC, COVID-19, MyNYCHA, nycha, NYCHA Property Management, Self-Service Portal

Dear NYCHA residents,

NYCHA has been working closely with the NYC Department of Health and Mental Hygiene (DOHMH) to monitor the Coronavirus (COVID-19), and based on their guidance, we wanted to inform you of new measures the Authority is taking to prioritize the health and safety of our residents and employees and to help stop the spread of COVID-19.

We are working diligently to ensure continuous basic and emergency services at all of our developments.

Beginning Tuesday, March 17, NYCHA’s property management offices will be open, but will suspend direct-contact meetings with residents in an effort to enhance social distancing practices per DOHMH guidance. Property office staff will continue to assist residents via telephone, email, and through scheduled appointments to speak to staff from behind the reception desk. Please do not walk in to your property management office without an appointment unless it is absolutely necessary. We will reevaluate this policy in 30 days.

Property Management Offices will be available for services such as:

Accepting documentation in the office or via email; call to schedule an appointment.
Discussing confidential information via phone or in the office; call to schedule an appointment.
Accepting notices of intent to vacate and return keys, or requests for cylinder/mailbox changes or copies of keys; call to schedule an appointment for drop-off or pick-up.
Accepting responses to the Annual Window Guard Notice and Child Under 6 Survey via phone or email.

We ask for your cooperation during modified services and if there is a reduction in staff at your developments.

NYCHA staff will continue to perform EMERGENCY maintenance and repairs at developments and in apartments.

Emergencies are defined as:

Water leaks
Gas leaks
Local power issues
Stoppages
Hazardous conditions (e.g., electrical issues or fire hazards)

However, inspections and scheduled maintenance requests are temporarily suspended; these appointments will be rescheduled. Additionally, all planned heat, hot water, and water outages are suspended until further notice. Residents should use MyNYCHA to reschedule work orders and submit emergency repair requests.

Please be advised, if you do require EMERGENCY maintenance, NYCHA staff will take the following precautionary measures before entering apartments:

NYCHA staff will ask if anyone in the household has a fever, cough, or shortness of breath or is confirmed to have COVID-19. If any resident answers “yes” to this question, s/he will be asked to:

Remain in a separate room (where possible) with the door closed until the emergency repair is completed; or
Maintain at least a six-foot distance from staff until the emergency repair is completed if a separate room is not available.

If you choose not to answer the questions and/or choose not to follow the above instructions, NYCHA will reschedule the appointment.

Please also be informed that NYCHA staff visiting your apartment to perform repairs may choose to wear masks or gloves while working in your apartment. They also may ask to open windows in your apartment to increase ventilation during the repair.

Finally, to prevent the spread of Coronavirus (COVID-19) and keep New Yorkers healthy and safe, NYCHA has hired a contractor to clean senior buildings.

As of Saturday, March 15, all 71 senior buildings have been cleaned with the first step in the two-step intensive cleaning process.

Non-senior residences are being cleaned daily, with increased frequency, by a combination of in-house staff and caretakers and additional cleaning service companies. This is being done across our developments, including property management offices, lobbies, and common areas. Our approximately 3,200 caretakers are also responsible for grounds maintenance, sweeping floors, checking roofs, and waste removal.

We continue to make COVID-19 information available through direct outreach to residents such as robocalls, emails, multilingual posters, MyNYCHA, daily social media posts, and posts on resident, employee, and public websites.

We are asking residents to use our automated and online systems, including MyNYCHA, the Self-Service Portal, and kiosks, to complete their transactions. Residents can also call the CCC at 718-707-7771 to report emergencies and schedule emergency maintenance repairs in their apartments and developments. Trained representatives are on standby 24 hours a day, 7 days a week to handle emergencies and to schedule routine maintenance repairs for Monday through Friday, 6 a.m. to midnight.

There are eight ways to pay your rent, including via mail, MyNYCHA, online, and by phone. Visit on.nyc.gov/payrent to learn more about how to pay your rent. As per NYCHA’s existing rental hardship policy, we are encouraging households experiencing a loss of income to request an Interim Recertification for any decrease in income that will last more than two months by accessing the NYCHA Self-Service Portal or calling your Property Management office to request a paper form.

We are taking these important steps to keep our communities safe. We will continue to provide you with updates on COVID-19 as they develop. If you have any questions or concerns, please call the CCC at 718-707-7771. For more information, visit the NYCHA website.

Thank you for your cooperation.

Greg Russ
Chair & Chief Executive Officer

Vito Mustaciuolo
General Manager