NYC Landlord Not Fixing Repairs? Use 311 and HPD

TL;DR: Tell the owner, managing agent, or superintendent about the condition and save the message. If the problem is not fixed, file an apartment maintenance complaint through NYC311 for HPD, keep the Service Request number, and track it through 311 or HPD Online. HPD says it attempts to contact management and call the tenant; if the condition remains uncorrected or HPD cannot reach the tenant, a Code Enforcement inspector will be sent. Filing does not promise a response time, violation, repair, rent reduction, or court result.

When an NYC landlord does not fix an apartment problem, build a repair record instead of relying on repeated phone calls. Put the condition and access details in writing, file through 311 when it remains unresolved, save the Service Request number, and document every follow-up. NYC311 says records of contact with the landlord and HPD can be used in Housing Court.

This is the general private-building complaint workflow. NYCHA residents and some conditions use separate or specialized routes. If there is an immediate threat to life, such as an active fire or suspected gas leak, leave danger and call 911 rather than waiting for the ordinary 311 process.

General information, not legal advice. Agency procedures and legal options can change; recheck the dated official sources and get tenant-specific advice before withholding rent, paying for major repairs yourself, or starting a case.

The repair paper trail: what to save

Start one folder for the condition. Keep original files when possible and record:

the address, apartment number, room, and exact condition;
the date you first noticed it and whether it is getting worse;
wide and close-up photos or video with capture dates;
every email, text, portal message, letter, and call note;
the names or roles of people contacted and their responses;
dates and time windows when you offered access;
the 311 Service Request number and status screenshots;
notices, inspection records, repair appointments, invoices, and missed visits; and
any effect on essential services, health, safety, or use of the apartment.

A complaint record helps show what happened and when. It does not by itself prove that HPD found a violation or that a court will grant relief.

Step 1: notify the landlord or building management

NYC HPD tells tenants to contact the property owner or landlord before filing, while NYC311 says tenants should try to resolve the issue with the owner, managing agent, or superintendent. Use a written channel you can preserve. Describe the condition without guessing at its cause, say when you first observed it, attach clear evidence, and offer reasonable access windows.

Copy-and-paste repair request

Subject: Repair request — [address, apartment, condition]

I am reporting [describe the condition] in [room/location]. I first noticed it on [date]. It is currently [describe what you can observe and any immediate safety concern]. Photos/video are attached. Please confirm when the condition will be assessed and repaired, who will enter, and the proposed access window. I can provide access on [dates/times]. Please reply in writing so we have an accurate record.

For a phone or in-person report, send a short written recap afterward: who you spoke with, when, what was reported, and what follow-up was promised.

Do not delay emergency help merely to complete this step. An active fire, suspected gas leak, or another immediate life-safety danger belongs on the emergency route, not in an ordinary repair email.

Step 2: file an apartment maintenance complaint through 311

If the condition remains unresolved, use the official NYC311 apartment maintenance complaint route. HPD's complaint page says a tenant can file by calling 311 or using 311 online or mobile services. For a problem inside an apartment, NYC311 requires tenant contact information.

When filing, be precise:

identify the exact address and apartment;
describe what is observable, where it is, and when it began;
state whether essential services or immediate safety are involved;
explain that management was contacted and what response occurred;
give reliable contact information and access details; and
save the confirmation screen and Service Request number.

Use a condition-specific 311 path when one exists. Heat or hot-water complaints, lead hazards, elevators, pests, tenant harassment, and NYCHA maintenance can have different intake questions or agencies. For practical condition-specific context, see RentReboot's guides to NYC heat and hot-water requirements, mold and moisture problems, bedbugs, roaches, and mice, and lead-paint checks.

Step 3: keep and track the Service Request number

HPD says tenants receive a Service Request number after filing and can use it to check status through 311 online, 311 mobile, or HPD Online. Save the number somewhere outside the complaint portal as well.

Create a short status log:

| Date | Action or status | Evidence saved | Next follow-up | |---|---|---|---| | [date] | Written request sent | Email + photos | Check for response | | [date] | 311 complaint filed | Confirmation + Service Request number | Track status | | [date] | HPD/management contact | Call note or message | Confirm access | | [date] | Inspection or repair visit | Photos + visit note | Record what changed |

HPD Online may show building complaints and violations, along with registration and other building information. A complaint and a violation are not the same thing. A complaint reports a condition; an inspector may or may not write a violation based on what is found.

If you are also evaluating the owner or building history, use the NYC building and landlord public-records guide.

Step 4: understand what HPD says happens next

HPD's published complaint sequence uses careful language:

HPD attempts to contact the building's managing agent about the complaint.
HPD attempts to call the tenant back to ask whether the condition was corrected.
If the tenant says it was corrected, HPD closes the complaint.
If it was not corrected, or HPD cannot reach the tenant, HPD says a uniformed Code Enforcement inspector will be sent to inspect the reported condition.
If the inspector writes a violation, HPD sends the managing agent a Notice of Violation with a correction period based on the violation's severity.

This sequence is not an inspection-time promise. Do not treat a 311 filing as a guarantee that HPD will inspect on a particular day, issue a violation, make the repair, reduce rent, or produce a court outcome. Keep your contact information current, answer callbacks when possible, and preserve access communications.

HPD's Emergency Repair Program may correct certain dangerous conditions when an owner fails to act and bill the owner, but that authority is discretionary. It is not a tenant booking service or a promise that the City will perform a specific repair.

Step 5: document the condition through any visit or repair

Before a scheduled visit:

confirm the date, time window, and entrant in writing;
photograph the condition immediately beforehand;
make the area accessible when safe; and
have the Service Request number available.

Afterward, record who arrived, what they observed or did, whether any part remains unresolved, and what follow-up was stated. Photograph the same angles again. If management says the condition is fixed but it persists, respond with a dated factual update rather than deleting the earlier record.

HPD describes the Code Enforcement inspector sent through this process as uniformed. Record the visit and preserve any notice or follow-up the inspector provides.

If the repair is still not made

NYC311 says that when a tenant has complained and the owner has not fixed the problem, the tenant can take legal action in Housing Court. It specifically advises documenting all landlord and HPD contact so the records can be used in court. HPD also says a tenant may initiate Housing Court action when a violation remains open and may seek free legal help if eligible.

Before choosing that route:

download the 311 and HPD status records you can access;
organize the lease, written notices, photos, access history, and repair records;
identify what remains unresolved without overstating what an agency found;
check current Housing Court instructions and available tenant legal services; and
get advice about the relief that fits your facts.

Do not assume a complaint automatically creates a court order or rent abatement. Withholding rent can lead to a nonpayment case, and the New York Attorney General describes tenant-paid repair deductions only in extenuating circumstances. Those choices are fact-specific and should not be treated as routine repair tactics.

If severe unresolved conditions make you consider leaving, review the NYC lease-breaking guide, but do not assume a maintenance complaint alone ends a lease.

Which route should you use?

| Situation | Starting route | Important limit | |---|---|---| | Ordinary unresolved apartment condition in a private building | Written management notice, then NYC311 apartment maintenance complaint | No guaranteed response or repair time | | Heat or hot-water outage | Condition-specific NYC311 heat/hot-water complaint | Temperature and season rules matter | | NYCHA apartment maintenance | NYCHA's maintenance complaint route | Do not use the private-building workflow as a substitute | | Active fire, suspected gas leak, or immediate threat to life | Leave danger and call 911 | Do not wait for ordinary 311 processing | | Open violation that remains unresolved | Preserve records and review current Housing Court/legal-help options | Outcome and available relief depend on the facts |

NYC landlord repair FAQs

Should I contact the landlord before calling 311?

HPD says to contact the owner or landlord first, and NYC311 says tenants should try to resolve the problem with the owner, managing agent, or superintendent. A written message creates a clearer record. If there is an immediate threat to life, use the emergency route rather than waiting for a reply.

How do I report a landlord for not fixing repairs in NYC?

For a general unresolved maintenance condition in a private building, file through NYC311 for HPD after notifying management. Give the exact location and observable condition, provide required contact details for an apartment complaint, save the confirmation, and keep the Service Request number.

How can I check my 311 repair complaint?

Use the Service Request number through NYC311's status tools or HPD Online. Save screenshots with dates. A displayed complaint status is a tracking record, not proof that a violation was issued or a repair occurred.

How long does HPD take to inspect an apartment?

The official general workflow reviewed for this guide does not promise one inspection timeline. HPD says it attempts management and tenant contact and sends an inspector if the condition remains uncorrected or HPD cannot reach the tenant. Condition severity, contact, access, and agency processing may affect what happens next.

Does a 311 complaint force the landlord to make repairs?

A complaint starts an official record and HPD process; it does not guarantee a violation or repair. If an inspector writes a violation, HPD sends a Notice of Violation with a correction period based on severity. Enforcement and legal options depend on the record and facts.

Can I stop paying rent because repairs are not being made?

Do not treat rent withholding as an automatic remedy. The New York Attorney General warns that a landlord may respond with a nonpayment case. Get tenant-specific legal advice before withholding rent or deducting repair costs.

Can repair records be used in Housing Court?

NYC311 tells tenants to document all contact with the landlord and HPD so it can be used in court. Preserve original communications, condition evidence, 311 numbers, status records, notices, and access history. The records do not guarantee admissibility or a result.

Is HPD Online the same as 311?

No. NYC311 is the intake and service-request channel for many complaints. HPD Online is an HPD building-information tool that may show complaints, violations, registration, charges, litigation, and other records.

The short repair checklist

describe and photograph the condition;
notify the owner, managing agent, or superintendent in writing;
offer clear access windows;
file through the correct NYC311 route if it remains unresolved;
save and track the Service Request number;
answer HPD contact attempts and document access;
distinguish a complaint from a written violation;
preserve every status, visit, and repair record; and
seek current legal guidance before rent withholding, self-help deductions, or court action.

RentReboot can help you find the next apartment without refreshing every listing site. Create your rental alert, and keep this repair checklist with your tenancy records.

Primary sources

Accessed July 27, 2026. Revalidate complaint routes, agency procedures, emergency instructions, and legal options before relying on them.

NYC HPD — Report a Quality or Safety Issue — official guidance on contacting the owner, filing through 311, Service Request tracking, HPD contact attempts, inspections, violations, and Housing Court escalation.
NYC311 — Apartment Maintenance Complaint — official complaint scope, contact-information requirement, specialized routes, and documentation guidance for Housing Court.
NYC HPD — HPD Online — official description of building information that may include complaints, violations, registration, charges, and litigation.
NYC HPD — Emergency Repair Program — official description of HPD's discretionary authority to correct certain dangerous conditions and bill the owner.
New York Attorney General — Residential Tenants' Rights Guide — official statewide guidance on habitability, rent withholding risk, and limited repair-and-deduct circumstances.
NYC311 — Gas Leak Notice — official direction to leave the building and call 911 from a safe distance when a gas leak is suspected.