Frequently Asked Questions

Q. How do I report problems and what is the organizational response?

If you are currently experiencing a problem such as repairs or are without heat or water, please contact the Hope Community Office at 212.860.8821 to report your complaint. Once your problem has been recorded, a work order is generated and given to the Zone Super, who in turn hands it over to the superintendent who is in charge of the particular building. There is usually a 24 hour response time. After repairs have been completed, it is the responsibility of the Property Manager to ensure that the work has been performed to the resident's satisfaction.

Q. How is Property Management ensuring superior quality customer service?

Two Customer Service Representatives handle tenant issues for each zone. Acting as a liaison between the resident and the Property Manager, they deal primarily with certifications, leases, follow-ups on tenant complaints, evictions, payment agreements with residents, and compliance with certifications."

Q. How is Property Management addressing individual building needs?

The department examine resident records building by building to look at tenant ledgers and update resident information. The department is also prioritizing buildings that are in the most immediate need of attention.

Q. How is the Property Management staff keeping informed of recent developments in the housing industry?

The Property Management staff conduct regular training and review sessions for its staff to ensure that everyone is well-informed on the latest developments in the housing industry.

Q. How often does the Property Management department meet to address current issues and concerns?

The department meets twice each week to discuss building systems, tenant relations, landlord/tenant actions, compliance, violations, supportive services, and arrears.

To reach your property manager or customer service representative, call our main phone number, 212.860-8821, and ask for their extension, or visit the property management contact list.

Pager numbers for building superintendents can also be found in each building.