Your apartment has a problem. Your landlord has gone quiet. Now what?
Every New York City renter hits this wall eventually. The radiator goes cold in February, the bathroom ceiling develops its own water feature, or something scurries behind the walls after midnight. You text the super. You email the management office. You get silence, or worse — a cheerful "we'll look into it" that goes nowhere. The good news: you don't have to just wait.
The city has a whole architecture of agencies designed for exactly this. Knowing which door to knock on is half the battle.
Start with 311 or HPD
For most habitability issues — heat, hot water, mold, pests, broken locks, leaks — your first stop is HPD (the Department of Housing Preservation and Development). You can file through the NYC 311 app, by calling 311, or directly through HPD's online portal at nyc.gov/hpd. HPD handles conditions inside your apartment and in common areas of residential buildings. Once you file, the complaint becomes a matter of public record and HPD can schedule an inspection.
Keep your complaint number. It's your paper trail.
When to bring in other agencies
Not every problem is HPD's lane. If the issue is structural — a wall that's crumbling, an illegal renovation, a fire escape that looks more decorative than functional — that's DOB (Department of Buildings) territory. Also accessible through 311.
If you're in a rent-stabilized apartment and you think your landlord is overcharging or harassing you into leaving, DHCR (Division of Housing and Community Renewal) is your agency. They govern the rent stabilization system, handle overcharge complaints, and can order rent reductions when services aren't maintained.
ACRIS, the city's property records database, won't file anything for you — but it will tell you who actually owns your building, which matters when you're trying to figure out who to name in a complaint or a court filing.
If nothing moves
Complaints don't always produce results on their own. If inspections are ignored or conditions persist, NY Housing Court is where renters can file HP actions — a legal proceeding that compels landlords to make repairs. It sounds intimidating. It's actually designed to be accessible to people without lawyers, and free legal help is available through city-funded programs.
The system isn't fast, and it isn't perfect. But it exists, it has teeth, and using it creates a record that protects you — whether you're pushing for repairs today or have a dispute down the road. File the complaint. Get the number. Start the clock.
