It is logged to your unit
The request is recorded against your building and apartment with the date and time you sent it, so it cannot get lost in a phone message.
Tenant resources
Report a repair.
Submit a maintenance request and it goes to the team that manages your building, with the detail a technician needs to arrive ready. You can send one at any hour, and follow what happens to it afterwards.
Maintenance requests are handled in the tenant portal (an external AppFolio site), so the request is written down, timestamped, and attached to your unit.
Send us a request we can act on
What to include.
The difference between a repair that gets fixed on the first visit and one that takes three is usually the description. A few extra lines when you send it saves everyone a week.
- Your building and apartment numberSo the request lands on the right unit, not just the right address.
- What is wrong, and exactly where"The kitchen tap under the sink", not "the plumbing". Name the room and the fixture.
- When it startedAnd whether it is getting worse, or happens only sometimes.
- Whether it is urgentNo heat, no water, a leak you cannot stop, or a door that will not secure — say so in the first line.
- Access, and anything a visitor needs to knowThe best time to come, a buzzer that does not work, a dog, or a keypad code you would rather share on the phone.
- A photo, if the portal lets you attach oneA picture of a leak, a crack or a broken fixture answers most follow-up questions before they are asked.
The short version
Four lines that get a repair moving
What: water pooling under the kitchen sink.
Where: 3B, kitchen, under the sink.
Since: last night, getting worse.
Access: home after 6pm, or any time with the super's key.
No portal yet, or the portal will not load? Call or text the office and we will write the request up for you.
After you press send
What happens to your request.
We handle requests in the order they arrive, and we tell you what is happening rather than leaving you to chase it.
Someone looks at it
We read it, work out whether it is a repair we schedule or a contractor we call, and whether we need anything more from you to act on it.
We arrange access
Unless you have told us it is fine to enter, we contact you to agree a time before anyone comes into your apartment. If you need to be home, say so when you submit.
It is fixed, and it stays on the record
The request keeps its history: what we did, when, and by whom. If the same problem comes back, send a new request and reference the old one.
Urgent or routine
Call for these. Write up the rest.
If it is unsafe, or the apartment has lost heat, water or a working door, the phone is faster than any form.
Call (347) 398-5510 for no heat or hot water, no running water, a leak or flood you cannot stop, a toilet or sink that will not shut off, a lock or entry door that will not secure, a smell of gas, no electricity in the whole apartment, or anything that feels unsafe. If there is immediate danger, call 911 first, then tell us.
Log everything else in the portal. A dripping tap, a broken intercom, an appliance that has stopped, a window that sticks, a light fitting, a slow drain — send it in writing so it is tracked, and it can be batched with other work in the building rather than costing you a day at home.
Questions
Repairs, answered.
Do I have to use the portal?
The portal is the fastest and most reliable way, because the request is written down and nothing depends on someone remembering a call. If you cannot use it, call or text the office on (347) 398-5510 or (314) 665-1755 and the team will log it for you.
How long will it take?
It depends entirely on what is wrong: a part that has to be ordered is not the same job as a tap washer, and an emergency call-out takes priority over routine work. We do not publish a single time window that we would then have to break. What we will do is contact you about the job and keep the request's history in the portal so you can see where it stands.
Nothing has happened with my request. What now?
Check the request in the portal first — there may be a note about access, a part, or a scheduled visit. If there is nothing, call the office with the date you submitted it and we will find out where it is. If you have already chased it and are still waiting, use the complaints page; an unanswered repair is exactly what it is for.
Can I fix it myself?
Small, reversible things are often quicker if you do them: replace a bulb, reset a breaker, clear a slow drain. Anything involving gas, water supply pipes, electrical wiring or the structure should go through us. If you are not sure which side of that line a job falls on, ask before you start.
What if the problem is not my landlord's to fix?
Send it anyway. Either we handle it, or we tell you honestly who does. We cannot give legal advice about withholding rent or about habitability claims, and we will not pretend to: for those, the agency that handles housing complaints in New York City is the Department of Housing Preservation and Development (HPD).
Talk to us
Office hours, and what to do outside them.
Office hours are Monday to Friday, 9am – 5pm. For an emergency outside them, call the office line and leave a message — it is picked up. If there is immediate danger, call 911.
Ready when you are
A repair is not a favour. Send it.
If something in your apartment is broken, we want to know about it before it becomes expensive. If you are looking for an apartment rather than living in one, the application is online.