A leak at 2 a.m. is a front-desk problem first. 311 is a city service, not the building engineer. Use them in that order unless you are smelling gas or seeing fire, in which case you leave and call 911.
What the desk is for
The Anthem has a 24-hour front desk. Water coming through a ceiling, no heat in January, a door that will not lock, and a carbon monoxide alarm that will not stop are desk calls. Give the residence number, the floor, and whether water is active. Then stay reachable.
Heat, hot water, and cooking gas are included here. If they fail, you are not calling Con Edison for "the landlord special." You are calling the building that is supposed to deliver them.
When 311 is the next step
311 and HPD exist for Housing Maintenance Code conditions the owner does not fix. File after you have notified the building and given it a chance measured in hours for an emergency, not after a vague complaint in the elevator. Keep dates. Photos help. A 311 complaint is a record. It is not a faster plumber than the one the building already dispatched.
Noise from a neighbor, a package dispute, and a billing question are not 311. Gas odor is 911 and National Grid or Con Edison, plus the desk so they can pull the floor.
Before you move in
Save the desk number in your phone as soon as you have keys. The public leasing line is (212) 684-3222. For a look at a specific residence, filter listings or schedule a tour.
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