Development Staff Answer the Call for ‘Maintenance Cares’
In its first six months since launching, a NYCHA maintenance program targeting serious conditions in apartments across the city has prioritized more than 750 cases for urgent repairs.
The “Maintenance Cares” initiative was launched Authority-wide in February to expedite apartment repairs that need immediate attention by skilled trades employees or vendors. When maintenance workers conduct annual NYCHA-led inspections, they immediately report a repair for escalation if it meets one of 10 serious conditions that could impact health and safety, including loss of power, significant leaks, damaged ceilings, open walls, or excessive hoarding. NYCHA is required to conduct annual inspections of each apartment across the portfolio under the U.S. Department of Housing and Urban Development’s (HUD) inspection model, the National Standards for the Physical Inspection of Real Estate (NSPIRE).
Over the past six months, more than 80 developments across the five boroughs have escalated at least one Maintenance Cares case. More than 130 priority reports have been submitted so far, and nearly 250 total cases have been closed out of approximately 750. Workers will document the issue with photos and a brief description and submit the report via a dedicated Maintenance Cares email address. While some minor repairs may be performed on the spot, repairs that require more complex work and expertise are addressed by skilled trades staff, including plumbers, electricians, plasterers, carpenters, and painters.
Developments recognized as some of the most effective at reporting Maintenance Cares cases in recent months include Gompers Houses and Drew-Hamilton Houses in Manhattan, Forest Houses in the Bronx, and Brooklyn’s Albany Houses.
At Gompers Houses, Assistant Resident Buildings Superintendent Skyler Jackson said staff were ready to do their part upon learning of the new program to escalate priority conditions found during inspections. When workers see an urgent need for a repair, they make sure to immediately report it to the Maintenance Cares email, he said.
“We have a good team that’s all on board,” said Mr. Jackson, calling the program “very helpful.” “We all move on one accord and once we know about it, we dive right in.”
The Maintenance Cares process, he noted, has also helped develop trust with residents that NYCHA staff will prioritize their apartment’s issues and work to resolve them in an urgent manner.
“We are also building trust with the residents by letting them know that we’re going to make sure this is taken care of and that we’ll get this fixed,” said Assistant Superintendent Jackson, who has held his position for more than a year.
Forest Houses Maintenance Worker Stephan Sam concurred, praising the program’s efficiency in helping to complete seriously needed repairs sooner for residents.
“I really love this program,” said Mr. Sam, who has served at the Bronx development for three years. “I’ve seen for myself that it’s working, and I’m really happy that we have something we can communicate directly to the residents that everything will be taken care of.”
Some examples of apartment repairs completed thanks to Maintenance Cares escalations.
When escalating Maintenance Cares cases for residents, Mr. Sam said he tries to think as if it were his own family member who is in need of urgent fixes for their apartment.
“I feel so great knowing that I can not only go in and do regular maintenance work, but that I can make a difference in upgrading the standard of living in their apartment,” he said.
The maintenance team at Gompers Houses is equally proud to do its part to help ensure safe and habitable conditions for residents.
“It feels good if we can provide assistance or a helping hand,” Mr. Jackson said. “We’re here to provide a customer service to the residents, so if we’re able to get what they need done, we should be able to go home fulfilled and satisfied each day.”
Featured photo caption: The Maintenance Cares team at Gompers Houses in Manhattan.
