Building conditions
A problem in the common areas or the building itself: rubbish, pests, a hallway light that stays out, a door that does not lock, water where it should not be.
Tenant resources
Raise a complaint.
A maintenance request is for something broken. A complaint is for everything else: a condition in the building that keeps coming back, the way a request was handled, a neighbour, or a concern about someone working in your building. Tell us directly — we manage the building, so we are the people who can do something about it.
What belongs here
Things a repair ticket does not cover.
If it is a broken fixture, use the maintenance request page instead — that route is faster. Complaints are for everything a repair cannot settle.
A repair that went nowhere
You submitted a request, chased it, and it is still not fixed. Send the complaint with the date of the original request so it can be picked up properly.
How you were treated
A conversation with a member of the team or a contractor that you want looked at, or a decision about your tenancy you believe was wrong.
How it works
Send it in writing, and we take it from there.
You do not need a specific form, a fee, or a lawyer. You need to tell us what happened.
Put it in writing
Email management@h20llc.com, text (314) 665-1755, or call the office and ask for the complaint to be written down. Writing keeps the dates and the detail in one place for both of us.
We look into it
We check what has already happened on your unit and your building, and talk to whoever needs to be involved — a contractor, the super, or the team member concerned.
We come back to you
We tell you what we found and what we can do about it, even when the answer is that there is nothing further we can do. You should not have to ask twice to get an answer.
If it is still not resolved
Say so, and say plainly that you want it taken further. Tell us who you have already spoken to and what you were told, so the next person starts from the facts rather than from the beginning.
Make it count
What to put in a complaint.
A complaint with dates and specifics can be acted on. A complaint without them usually turns into a phone call to establish the basics, which costs you time.
- Your building and apartment numberAnd a phone number and email we can reach you on.
- What happened, and whenDates matter. "On 3 March and again on 11 March" is more useful than "recently".
- Who you already spoke toAnd what you were told, if anything.
- What outcome you are asking forEven roughly. It is easier to answer a request than to guess at one.
- Anything in writing you already havePhotos, texts, or a copy of the original maintenance request.
In writing
Start the email
This opens a blank message with the subject filled in. Add your address, the dates, and what you want us to do. Keep a copy for yourself.
Email management@h20llc.comPrefer to talk? Call (347) 398-5510 during office hours, Monday to Friday, 9am – 5pm, and ask for the complaint to be recorded.
Fair housing
Who you are does not affect how you are treated.
H20 Property Services follows federal, New York State and New York City fair housing law. We do not discriminate on the basis of race, colour, national origin, citizenship or immigration status, religion, sex, gender identity or expression, sexual orientation, disability, age, marital status, familial status, military status, or lawful source of income — including paying rent with a housing voucher.
Retaliation is illegal and we do not do it. Raising a complaint with us does not change your lease, your rent, or how your repair requests are handled, and asking for something to be fixed is never a reason for a tenancy decision. Read the New York State Housing and Anti-Discrimination Notice (PDF).
Contacting us does not replace any right you have to raise the same issue with a city or state agency. If a building condition is not being fixed, the agency that handles housing complaints in New York City is the Department of Housing Preservation and Development (HPD). If you believe you have been discriminated against, you can complain to the New York State Division of Human Rights, the New York City Commission on Human Rights, or the U.S. Department of Housing and Urban Development (HUD).
Questions
Complaints, answered.
Will complaining cause me problems?
No. Retaliation against a tenant for raising a complaint is illegal, and it is not how we operate. If you ever believe you are being treated differently because you complained, say so in writing — that is itself something we need to know about.
Can I complain without giving my name?
You can send an anonymous note and we will read it, but there is a limit to what we can do with it: we cannot ask you a question, arrange access, or tell you the outcome. If the issue is about your own apartment or the way you were treated, giving us a way to reply gets you a real answer.
It is about a neighbour. What do you do?
Tell us what is happening — noise, smoke, rubbish, a door, a pet — with times and dates. We will look at what the lease and the building rules allow us to do and tell you honestly what that is. Where something is a police or city-agency matter rather than a building matter, we will say so instead of leaving you waiting on us.
What if my complaint is about H20's own team?
Send it anyway, and send it to management@h20llc.com. Say who you dealt with and when, because that is what makes it possible to check. A concern about the person who manages your building is exactly the kind of thing that needs to be on the record.
Should I stop paying rent until it is fixed?
We cannot advise you on that, and we will not pretend to — it is a legal question with real consequences, and it depends on your lease and your circumstances. What we can do is act on the complaint. If you need advice, a tenant organisation or a housing attorney is the right place to get it.
Talk to us
Tell us directly.
Office hours are Monday to Friday, 9am – 5pm. Include your building and apartment number so we can pull up the right record from the first message.
Ready when you are
Something wrong? Start with us.
We manage the building, so we are the people who can fix it. If you are looking for an apartment rather than living in one, the application is online.