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Submit Complaints 24 Hours a Day





A representative will contact you within 1 business day to address your complaint.

Live Agents - 9:00 a.m. – 5:00 p.m. (M-F)

Closed for Holidays: 1/2, 1/16, 2/20, 5/26, 5/29, 6/19, 7/3, 7/4, 9/1, 9/4, 

10/9, 11/7, 11/10, 11/23-11/24, 12/25-1/2

Leave a Voicemail 24 Hours a Day


Live call center agents are able to speak English and Spanish with the ability to take calls in all languages using the Language Line.

Do not contact the OCC unless you have first contacted your property manager about the mold or leak problem and are dissatisfied with the response.

Common Reasons to Submit a Complaint

The OCC receives complaints by Residents who have contacted their property manager about repair issues but still have concerns regarding mold, leaks and any associated repairs that have not been completed properly or on time. 


  • You scheduled a mold inspection or the repair of a leak and your property manager did not show up for the appointment.
  • Your property manager scheduled a mold or leak repair and it has taken longer than required 15 to complete the repair and this is causing a problem for you. 
  • Your Property manager started the mold remediation process and/or leak repair work but did not complete it and did not provide you with a follow-up appointment date to complete the repair.
  • Your property manager completed the mold or leak repair but the work was unsatisfactory or did not solve the problem.
  • Your property manager completed the mold or leak repair but the problem came back again even though NYCHA tried to repair it. 

Picture of the Ombudsperson - César de Castro

Ombudsperson

NYCHA is under a court order to effectively remediate mold and excessive moisture in a timely fashion. The Court has appointed César de Castro as the Ombudsperson to consider complaints from Residents if NYCHA fails to comply with that order. Mr. de Castro will address residents’ complaints about leak, mold and excess moisture repair orders. Mr. de Castro and the OCC, which works under Mr. de Castro’s direction, are completely independent of NYCHA.


Mr. de Castro is an experienced litigator whose practice focuses on criminal defense, corporate investigations, commercial litigation, and appellate litigation.  Mr. de Castro is a former judicial law clerk and prosecutor who has been practicing law for nearly twenty years.  He has also served as an adjunct law professor of legal writing and is currently an adjunct professor of criminal law.    

OCC Resources

Revised Consent Decree

Baez v. NYCHA – Lawsuit Documents

Ombudsperson Appointment

On April 17, 2014, Judge William H. Pauley of the United States District Court for the Southern District of New York approved a consent decree obligating NYCHA to abate mold and excessive moisture and their root causes in a timely and effective manner (the Consent Decree). In July 2018, the court approved the Revised Consent Decree, which among other things, included the appointment of an independent Ombudsperson - Link

Ombudsperson Appointment

Baez v. NYCHA – Lawsuit Documents

Ombudsperson Appointment

As of September 20, 2019, the Court appointed César de Castro as the Ombudsperson. Mr. de Castro has been approved to serve in this role to address residents’ complaints about leak, mold and excessive moisture repair orders - Link

Baez v. NYCHA – Lawsuit Documents

Baez v. NYCHA – Lawsuit Documents

Baez v. NYCHA – Lawsuit Documents

Information and documents associated with Baez v. NYCHA - Link

Virtual Inspections

Ombudsperson Quarterly Reports

Baez v. NYCHA – Lawsuit Documents

The OCC offers virtual inspections to NYCHA residents to assess the severity of mold or leak complaint being raised. Please click the following link for an example inspection - Link

Ombudsperson Quarterly Reports

Ombudsperson Quarterly Reports

Ombudsperson Quarterly Reports

Quarter 1 (September 20, 2019 - January 31, 2020) - Link

Quarter 2 (February 1, 2020 - April  30, 2020) - Link

Quarter 3  (May 1, 2020 - July 31, 2020) - Link

Quarter 4 (August 1, 2020 - October 31, 2020) - Link

Quarters 5 – 7 (November 1, 2020 – July 31, 2021) - Link

OCC Quarterly Reports

Ombudsperson Quarterly Reports

Ombudsperson Quarterly Reports

Quarter 1 (September 20, 2019 - January 31, 2020) - Link 

Quarter 2 (February 1, 2020 - April 30, 2020) - Link

Quarter 3  (May 1, 2020 - July 31, 2020) - Link

Quarter 4 (August 1, 2020 - October 31, 2020) - Link

Quarter 5 (November 1, 2020 – January 31, 2021) - Link

Quarter 6 (February 1, 2021 – April 30, 2021)  - Link

Quarter 7 (May 1, 2021 – July 31, 2021) - Link

Resources for NYCHA-Owned Buildings with NYCHA Management

Open a New Work Order

Information Regarding Mold Busters

Open a New Work Order

To Open a new work order ticket, contract NYCHA's customer contact center (CCC) by calling 718-707-7771 - Link

Work Order Look Up

Information Regarding Mold Busters

Open a New Work Order

To look up information and the status of a work order ticket - Link

Information Regarding Mold Busters

Information Regarding Mold Busters

Information Regarding Reasonable Accommodation Requests

Mold Busters is NYCHA’s program to effectively and efficiently remediate mold. It is a vital part of NYCHA’s commitment to providing residents with the healthy and safe homes they deserve. To report mold or a leak in your apartment and initiate the Mold Busters process, call the Customer Contact Center (CCC) at 718-707-7771 or use the MyNYCHA app - Link

Information Regarding Reasonable Accommodation Requests

Information Regarding Reasonable Accommodation Requests

Information Regarding Reasonable Accommodation Requests

For more information regarding NYCHA’s Reasonable Accommodation Application, please visit the link provided.  Applications should be submitted to your local Property Management Office - Link

Video Message from the Ombudsperson

Information Regarding Reasonable Accommodation Requests

Video Message from the Ombudsperson

For more information regarding the OCC's complaint process refer to this brief discussion from the Ombudsperson - Link

Resources for NYCHA-Owned Buildings with Private Management

Information Regarding Rental Assistance Demonstration (RAD)

Listing of NYCHA-Owned Developments with Private Management Converted through PACT/RAD

Listing of NYCHA-Owned Developments with Private Management Converted through PACT/RAD

 For more information regarding RAD, click the link for a 5-minute video to learn more about the program - Link

Listing of NYCHA-Owned Developments with Private Management Converted through PACT/RAD

Listing of NYCHA-Owned Developments with Private Management Converted through PACT/RAD

Listing of NYCHA-Owned Developments with Private Management Converted through PACT/RAD

Review website and Development Listing - Link

OCC Resident Information Flyer with Local Property Management Contact Resources

Listing of NYCHA-Owned Developments with Private Management Converted through PACT/RAD

OCC Resident Information Flyer with Local Property Management Contact Resources

Find a copy of the OCC Flyer for your management office - Link

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