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Housing Authority centralizes DNS complaints, creates QC post and tightens property-management standards
Summary
Housing Authority staff said March 5 they centralized DNS complaint intake under a new quality-control role and introduced a property-management “Call to Action” to reduce fines and shorten maintenance turn times.
Staff told the board March 5 they have centralized the agency’s response to Department of Neighborhood Services complaints, created a dedicated quality-control position and begun enforcing new property-management standards intended to reduce fines and speed maintenance work.
Chief Operations Officer Dina Hunts said a newly created position — staffed by Millie Nieves — will monitor DNS work orders rather than the agency relying on broad e-notify alerts that captured many items not actually assigned to HACM. Hunts said the centralized inbox and a single staff point of contact allow the housing authority to dispatch maintenance more quickly, request extensions where needed, and reduce duplicate tracking. "We are going…
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