Mold or leak in your NYCHA apartment still not fixed?

The Ombudsperson Call Center is a free, independent way to escalate mold, leak, and moisture repairs that NYCHA hasn't resolved — for residents of NYCHA-owned buildings, including those managed by private companies through PACT/RAD.

Submit a complaint Call 1-888-341-7152

Please contact NYCHA about the problem first — call the OCC if you're not satisfied with the response. Complaints can be submitted online 24/7; live phone agents are available Mon–Fri, 9 AM–5 PM ET.

30,000+ NYCHA households helped with mold & leak issues

Court-appointed, completely independent of NYCHA
A representative responds within 1 business day
Live agents in English & Spanish; every language via Language Line; TRS/711 for deaf & hard-of-hearing residents

How it works

Three steps, from report to resolution

Report it to NYCHA first

Tell your property manager or NYCHA's Customer Contact Center about the mold or leak condition.

Call the OCC if it's unresolved

Missed appointment, no follow-up, or the repair didn't hold? Submit a complaint or call us — it's free.

We follow up

The OCC reviews your case independently and makes sure the repairs get completed.

Who this is for

Built for NYCHA residents dealing with mold, leaks, or moisture damage

You're covered if you live in:

Any building owned by NYCHA — including buildings NYCHA still manages directly, and buildings NYCHA owns but that transitioned to private management through the PACT or RAD programs.

What if my building has a private management company?

You're still eligible. NYCHA-owned developments managed by companies like Building Management Associates (BMA) or Kraus through PACT/RAD are covered by the OCC — the ownership, not the day-to-day manager, is what determines eligibility.

Before you call the OCC

The OCC steps in after NYCHA has already had a chance to respond. Please contact your property manager or NYCHA's Customer Contact Center (718-707-7771) about the mold or leak first — then call us if it isn't resolved.

Common reasons to call

Does this sound familiar?

NYCHA missed a scheduled mold or leak appointment and didn't reschedule.
NYCHA inspected the problem but never told you the next step.
A repair has taken longer than the required 15 days.
Work was started but never finished, with no follow-up date.
The repair was done but didn't solve the problem — or it came back.

Ready to submit a complaint?

Complaints can be submitted online any time, day or night. A representative will contact you within 1 business day.

Submit a complaint online Call 1-888-341-7152

Accessibility & language access

However you communicate, we'll meet you there

Deaf & hard-of-hearing residents

Contact the OCC using Telecommunications Relay Services (TRS) by dialing 7-1-1. A relay operator connects you directly with OCC staff.

Any language, any time

Live agents speak English and Spanish directly, and can take calls in any language using the Language Line.

Always open for complaints

Submit a complaint online 24 hours a day, or leave a voicemail any time. Live phone agents are available Mon–Fri, 9 AM–5 PM ET.

Court-appointed. Independent of NYCHA.

NYCHA is under a federal court order to remediate mold and excess moisture in a timely way. César de Castro was appointed by the Court to serve as Ombudsperson and review residents' complaints when NYCHA falls short — his office and the OCC operate entirely independent of NYCHA's own chain of command.

AS REPORTED BY

CBS New York — on NYCHA's repair backlog and how the OCC offers a faster path for residents
Bronx Times — on the OCC's role since the 2013 Baez v. NYCHA settlement
PIX11 News — on community efforts to raise awareness of the call center