All topics / Promoting Viable Communities and Neighborhoods / New York City Housing Authority
Average time to resolve emergency service requests (hours:minutes)
1 Operate as an effective and efficient landlord. — 1b Expedite maintenance and repairs.
The FY23 spike is largely explained by heat and hot water requests, which made up about 80% of all emergency work orders that year and took longer to resolve — especially at developments managed by outside vendors that lack onsite NYCHA heating staff. Response times then improved steadily through FY26 as NYCHA invested in repair capacity and new tracking dashboards under its 2019 federal HUD Agreement.
Researched July 15, 2026 — NYCHA, Fiscal 2023 Mayor's Management Report, NYCHA, Fiscal 2025 Mayor's Management Report
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual | Target |
|---|---|---|
| FY22 | 21 hr 57 min | 24 hr |
| FY23 | 27 hr 49 min | 24 hr |
| FY24 | 20 hr 43 min | 24 hr |
| FY25 | 17 hr 1 min | 24 hr |
| FY26 (YTD) | 16 hr 13 min | 24 hr |
Why this is tracked
Mayor Fiorello LaGuardia established NYCHA on January 20, 1934, in response to the severe housing crisis of the Great Depression, making it the first agency in the country to provide publicly funded housing. Its first project, the First Houses on the Lower East Side, replaced dilapidated tenements with apartments that had private kitchens and bathrooms — basic amenities many residents didn't previously have. Because NYCHA owns and directly operates its developments rather than simply subsidizing private landlords, its performance is tracked the way any landlord's would be: repairs, cleanliness, and tenant services.
New York City Housing Authority — Wikipedia, About NYCHA — nyc.gov
Source: Performance Tracking and Analytics — via NYC Open Data: Mayor's Management Report, Agency Performance Indicators
Coverage shown: FY22–FY26, reported monthly.
Definition: The average number of hours to resolve heat, hot water and other high priority complaints.