NYC Renting Guide

How do you request repairs correctly after moving in?

Quick answer

When requesting a repair, keep photos or video first, then submit via portal/email. For ordinary repairs, wait for the ticket reply; for serious issues like a leak, door lock, heat, or hot water, also contact the building emergency line.

Photograph and film first
Submit a portal ticket or email
Keep the ticket number
Photograph the result after the repair
If unresolved, follow up politely every 2–3 days
For long-unresolved issues, then check 311/HPD channels.

Talk to Livins

Repair request process

1. Choose the channel

Ordinary small repairs: portal or management email.
Door locks, leaks, power outage, serious heat/hot-water problems: contact the emergency line.
Fire, gas smell, danger to personal safety: call 911.
Housing-quality problems left unresolved for a long time: organize records, then check 311/HPD.

2. How to write the request

State the unit number, location, issue, and when it started.
Attach photos or video that clearly show the location and detail.
If it affects living, say so directly: cannot lock the door, ongoing leak, no hot water, etc.

3. How to follow up

Keep the ticket number, the submission time, and the visit time.
Photograph before and after the repair, and record the outcome.
If there is no progress in 2–3 days, follow up politely with the ticket number.

4. If it is still unresolved

Organize the discovery time, request time, visit records, and current status into an email.
Send it to the building manager, leasing office, or landlord.
For heat/hot water, leaks, pests, or safety issues, then check 311/HPD.

Watch out for

Telling the super verbally is not the same as having an official record.
Disassembling and fixing it yourself can affect the responsibility assessment.
Not reporting a leak promptly enlarges the damage.
Heat/hot water problems have a clear complaint process.

Next step

If you have more questions about renting in NYC, Livins.ai offers free rental guidance and listing recommendations to help you move in with confidence.

Talk to Livins

Questions

Can you request repairs over WeChat?: It can help communication, but it is best to keep an official record via portal/email.
What if management ignores you?: First organize the timeline and escalate to the manager. For serious but non-emergency housing-quality issues, check 311/HPD; for fire, a gas smell, or danger to personal safety, call 911.
Can repair staff enter the unit directly?: It depends on the lease and building rules — it usually requires notice or authorization.

Sources

Last updated 2026-05-03.