The NYC Department of Housing Preservation and Development (HPD) is the city agency responsible for enforcing housing quality standards in residential buildings. If your landlord is failing to maintain your apartment — broken heat, pest infestation, water leaks, mold, broken locks, lead paint hazards — you can file a complaint with HPD to trigger an official inspection and force repairs. This guide explains exactly how the process works.
What HPD Enforces
HPD enforces the NYC Housing Maintenance Code and Multiple Dwelling Law, which set minimum standards for residential buildings. You can file an HPD complaint for conditions including:
- No heat or inadequate heat during heat season (October 1 – May 31)
- No hot water (a year-round violation)
- Pest infestation (rodents, cockroaches, bedbugs)
- Water leaks, flooding, or moisture damage
- Mold or mildew conditions
- Broken or missing door locks, windows, or fire escapes
- Lead paint hazards (especially in units with children under 6)
- Elevator outages in buildings where elevators are required
- Broken appliances that are the landlord’s responsibility
- Hazardous electrical conditions
- Plumbing failures
- Lack of smoke or carbon monoxide detectors
How to File an HPD Complaint
Option 1: Call 311 (Fastest for Emergencies)
Call 311 and say “housing complaint” or describe the condition (e.g., “no heat,” “rodent infestation”). The 311 operator will take your information and submit a complaint to HPD on your behalf. This is the fastest method for emergency conditions like no heat or no hot water, which trigger 24-hour response requirements.
Option 2: File Online at HPD’s Website
Go to nyc.gov/hpd and select “File a Complaint.” You can file without creating an account. You will be asked to:
- Enter your building address
- Select your apartment number
- Describe the condition (HPD provides a categorized menu)
- Provide contact information (optional but recommended so HPD can reach you)
Option 3: Use the NYC311 App
Download the NYC311 app (available for iOS and Android). Select “Submit a Service Request,” then “Housing” and the relevant condition type. You can attach photos directly from your phone, which strengthens your complaint.
Violation Classes: How HPD Prioritizes Complaints
HPD classifies violations into three categories, and response times differ:
- Class A (Non-Hazardous): Conditions that are not an immediate risk — chipped paint in non-lead areas, minor code violations. Landlords must correct within 90 days.
- Class B (Hazardous): Conditions that present a hazard — moderate pest infestation, broken window locks, inadequate lighting. Landlords must correct within 30 days.
- Class C (Immediately Hazardous): Emergency conditions — no heat, no hot water, lead paint, severe mold, rodent infestation, broken locks on entry doors. Landlords must correct within 24 hours.
What Happens After You File
After your complaint is logged, HPD will:
- Contact your landlord — HPD notifies the owner or managing agent of the complaint and the correction deadline
- Send an inspector — HPD may dispatch an inspector to verify the condition, particularly for Class B and C violations or complaints that are not self-corrected
- Issue a violation notice — if the inspector confirms the condition, HPD issues a formal Notice of Violation to the landlord
- Track correction — the landlord must certify correction to HPD by the deadline; if they do not, HPD can issue fines and escalate enforcement
You can track the status of your complaint and any violations on the HPD Online portal at hpdonline.nyc.gov.
What If Your Landlord Doesn’t Fix the Problem?
HPD Emergency Repair Program
For Class C (immediately hazardous) violations that the landlord fails to correct, HPD can arrange emergency repairs directly and bill the landlord. This is called the Emergency Repair Program. The cost is placed as a lien on the property if the landlord doesn’t pay.
Alternative Enforcement Program (AEP)
Buildings with a high number of unaddressed violations can be placed in HPD’s Alternative Enforcement Program, which subjects landlords to increased inspections, mandatory repair timelines, and financial penalties. If your building has persistent conditions, AEP placement is a powerful tool.
HP Action in Housing Court
As a tenant, you can independently file an HP (Housing Part) action in NYC Housing Court to compel your landlord to make repairs. A judge can issue an order requiring specific repairs by a deadline, with contempt-of-court consequences for non-compliance. You can file this yourself — forms are available at the housing court clerk’s office — or with legal aid representation.
Rent Reduction for Stabilized Tenants
If you are rent stabilized and your landlord has failed to maintain required services, you can file with DHCR for a Reduction of Services complaint. If granted, your rent is reduced until services are restored.
Tips for a Stronger Complaint
- Document conditions before filing: Photograph or video the problem with a timestamp
- File a new complaint each time the condition recurs — do not assume one complaint covers ongoing problems; HPD tracks complaint frequency
- Notify your landlord in writing first — send an email or text describing the condition and requesting repair; this creates a record that the landlord had notice
- Attach photos if filing online or via the app — visual evidence strengthens the complaint and helps inspectors assess conditions
- Save your complaint confirmation number — you will need it to track your complaint status
Protection Against Retaliation
Filing an HPD complaint is a protected activity. Under NYC and New York State law, a landlord cannot evict you, raise your rent, reduce your services, or otherwise retaliate against you for filing a housing complaint. If you experience retaliation within 90 days of filing a complaint, there is a legal presumption of retaliation — and your landlord bears the burden of proving the action was not retaliatory.
Frequently Asked Questions
Can I file an HPD complaint anonymously?
Yes. HPD accepts anonymous complaints and will not disclose your name to your landlord. However, providing contact information allows HPD to follow up with you and may result in a faster inspection for urgent conditions.
My landlord fixed the problem temporarily and it came back. What should I do?
File a new HPD complaint. Each recurrence is a new complaint record. A pattern of recurrent violations in HPD’s system makes it harder for a landlord to certify correction and may trigger AEP enrollment for the building.
How long does HPD take to send an inspector?
For Class C (emergency) violations like no heat, HPD aims to respond within 24 hours. For Class B violations, inspections typically occur within days to weeks. Class A violations may take longer. Timing also depends on inspector availability and current complaint volume in your area.
I filed a complaint but nothing happened. What else can I do?
Check the status on hpdonline.nyc.gov. If a violation was issued and the landlord didn’t correct it, contact HPD’s enforcement division. You can also file an HP action in housing court — this is often the most effective path to compelled repairs, especially when administrative enforcement has stalled.
