Submit Complaints 24 Hours a Day





A representative will contact you within 24 hours to address your complaint.

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

Closed for Holidays: 1/17, 2/21, 5/30, 7/4, 9/5. 10/10, 

11/8, 11/11, 11/24-11/25, 12/26-12/30

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 NYCHA regarding a particular mold or leak problem and are dissatisfied with NYCHA’s performance.

Common Reasons to Submit a Complaint

The OCC receives complaints by Residents who have already contacted the NYCHA CCC but still have concerns about mold, leaks and any associated repairs that have not been completed properly or have not been completed on time. 


  • You scheduled a mold inspection or the repair of a leak and NYCHA did not show up for the appointment.
  • NYCHA conducted a mold inspection but did not tell you the next step in the repair process.
  • NYCHA scheduled a mold or leak repair and it has taken longer than the required 15 days to complete the repair and this is causing a problem for you. 
  • NYCHA 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.
  • NYCHA completed the mold or leak repair but the work was unsatisfactory or did not solve the problem.
  • NYCHA 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 NYCHA 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.    

Video Message from the Ombudsperson

COVID-19 Resources

Information About Coronavirus - NYCHA Journal

Coronavirus Disease 2019 (COVID-19) – NYC Health

Coronavirus Disease 2019 (COVID-19) – NYC Health

Click below for some helpful information about COVID-19 on NYCHA’s website. This includes updates from NYCHA’s Chair and General Manager, Update on Staff Working in Apartments, Updates on NYCHA Property Management Offices, and Guidance to Residents on Rent Hardships. - Link

Coronavirus Disease 2019 (COVID-19) – NYC Health

Coronavirus Disease 2019 (COVID-19) – NYC Health

Coronavirus Disease 2019 (COVID-19) – NYC Health

Click below for information regarding COVID-19 from the NYC Health Department including recent guidance and NYC case data, How you can help, Recent press releases, and Additional Resources. - Link

Infographic on What you Need to Know – COVID-19

Coronavirus Disease 2019 (COVID-19) – NYC Health

Infographic on What you Need to Know – COVID-19

Click below for some helpful information about how you can help prevent the spread and who to contact if you are not feeling well. - Link

Resources

Open a New Work Order

Information Regarding Mold Busters

Information Regarding Mold Busters

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


Information Regarding Mold Busters

Information Regarding Mold Busters

Information Regarding Mold Busters

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

Virtual Inspections

Information Regarding Mold Busters

Revised Consent Decree

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

Revised Consent Decree

Information Regarding Reasonable Accommodation Requests

Revised Consent Decree

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

Information Regarding RAD

Information Regarding Reasonable Accommodation Requests

Information Regarding Reasonable Accommodation Requests

For more information regarding RAD (Rental Assistance Demonstration) , click the link for a 5-minute video to learn more about the program. - 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

Ombudsperson Quarterly Reports

Baez v. NYCHA – Lawsuit Documents

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

Baez v. NYCHA – Lawsuit Documents

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

Baez v. NYCHA – Lawsuit Documents

Baez v. NYCHA – Lawsuit Documents

Baez v. NYCHA – Lawsuit Documents

Information and documents associated with Baez v. NYCHA - Link

Ombudsperson Appointment

Ombudsperson Appointment

Baez v. NYCHA – Lawsuit Documents

On September 20, 2019, the Court appointed César de Castro as the Ombudsperson. Mr. de Castro has been approved to serve in this role until December 31, 2021, to address NYCHA residents’ complaints about leak, mold and excessive moisture repair orders - Link

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