Life of a Work Order

What happens when a NYCHA resident calls about an issue in their apartment? How many steps are involved in NYCHA’s repair process? How does NYCHA’s repair process differ from property managers’ process in the rest of New York City’s housing sector?

NYCHA serves half a million New Yorkers in the most affordable yet most distressed housing in New York City. The scale of NYCHA’s portfolio could in theory provide economies of scale, but funding problems as well as structural issues have led to a property management system that is inefficient, resulting in a growing record backlog of 420,000 repair work orders.