Something in my apartment is broken.

Appliances and fixtures can be "fixed" temporarily — a stove burner that lights sometimes, an outlet that works when plugged in slowly, a window lock that holds if you don't touch it. Your photos and video become the evidence that the problem is real, even if it looks fine during the inspection. They also pin down when you reported it, which matters for every deadline that comes next.

1. Photograph the broken item and the whole room it's in. Wide shot first so it's clearly your apartment, then close-ups of the actual defect. Include the make and model if you can find a label — sometimes this is written on the inside of the oven door or the back of the fridge.
2. Record a short video showing it not working. Turn the burner on — no flame. Flip the light switch — nothing. Try to lock the window — it won't catch. Short clips (10–20 seconds) are more convincing than still photos for anything mechanical or electrical.
3. For gas stoves: if you smell gas, stop, leave the apartment, and call 911 and the gas company. Do not photograph a suspected gas leak — your safety comes first. Document after the gas is turned off.
4. For electrical issues: photograph any visible damage (scorch marks, discolored outlets, frayed wire, a melted plug). If anything sparked, burned, or gave you a shock, note the date and time — but don't test it again.
5. Keep a running log. Every time the problem reappears: date, time, what happened. "March 3, 8 PM: tried to use oven for dinner, wouldn't heat past 200F." "March 5: noticed burn mark getting larger around outlet." A log with five entries across two weeks is much stronger than one photo.
6. Document the impact. If your fridge is broken, photograph the food you had to throw out. If your stove doesn't work, save takeout receipts. If your window won't close, log indoor temperatures. Keep receipts.

All photos and video, your written log, any receipts for replacement food or meals you had to buy, and a list of makes/models for the broken appliances. Back everything up — email the files to yourself or save them to cloud storage. Don't risk losing them if your phone breaks.

Most landlords will respond to a clear written complaint about a required appliance or fixture, because they know it's a code violation. Even if they don't respond, this letter creates the paper trail you need for everything that comes next. A text or a verbal complaint to your super is not enough — it has to be in writing, and you need a copy.

1. Write a short, factual message. Email is fine. If you don't have an email for them, send a letter by USPS Certified Mail with Return Receipt.
2. Be specific about what's broken, when it stopped working, and how it's affecting you.
3. State clearly that it's a required appliance or fixture under the Housing Maintenance Code. Landlords pay attention when you name the law.
4. Attach photos if you're sending email.
5. Keep a copy of what you sent and any response.

A responsive landlord will acknowledge your message within a day or two and schedule a repair or replacement. What to watch out for: a landlord who says "I'll get you a used one from another unit" and then never does, or who sends the super to look at it and leaves with no timeline. Get any promise in writing, with a date. If your landlord stops responding or keeps pushing the repair, move to Step 3.

A 311 complaint triggers an HPD inspection. The inspector will verify what's broken and issue a violation with a real legal deadline — 24 hours, 30 days, or 90 days depending on the class. For safety issues (gas, electrical, missing detectors, broken entry locks), this is what puts urgent pressure on your landlord.

• By phone: Call 311. If you're deaf or hard of hearing, use TTY at (212) 504-4115
• Online: Go to portal.311.nyc.gov and search for the specific item — "stove," "refrigerator," "electrical," "smoke detector," "window," or "door lock."
• Mobile app: Download the NYC 311 app (iOS or Android). The app lets you upload your photos directly.

• HPD may contact your landlord first to give them a chance to fix the problem.
• If the problem isn't fixed, HPD sends an inspector to verify the condition. The inspector will classify the violation.
• Once a violation is issued, your landlord has the legally required time to fix it: 24 hours for Class C (gas, no working stove, entry lock, missing detector, dangerous electrical), 30 days for Class B (broken fridge, bad outlets, window issues), or 90 days for Class A.
• For safety emergencies (gas smell, electrical hazard, apartment you can't lock): 311 can escalate your complaint. Make sure to say it's an emergency, and for gas, always call 911 and the gas company first.

You need to know whether HPD has actually inspected, what class of violation was issued, and whether your landlord is on track to fix it within the legal time frame. This is also the moment to escalate if things aren't moving.

1. Go to HPDOnline and enter your building's address.
2. Look for open violations that match your complaint. Common HPD language includes "provide an adequate gas/electric range," "provide a refrigerator in good repair," "repair the defective electric outlet," "install a hardwired smoke/CO detector," "provide a self-closing and self-locking entrance door," or "replace the broken window pane."
3. Note the violation number, date issued, and class. The class tells you how many days your landlord has.
4. Save a screenshot or print the page.

Violations typically appear online within a few days of the inspection. If your complaint doesn't show up at all, the inspection may not have happened yet, or the inspector didn't find a violation — in which case, call 311 again and request another inspection.

Important: If your landlord "certifies" they fixed the problem but it's still broken, you can challenge the certification. HPD will re-inspect and, if the condition still exists, the violation will be upgraded to a more serious class. False certifications are a pattern — if it happens once, check the building's history for more.

By this point, you've given your landlord multiple chances and the city has been involved. If the problem still isn't fixed, you have stronger options — but most involve legal or advocacy help, and you shouldn't try them alone.

Free, staffed by trained volunteers, and the best starting point for figuring out what to do next.

• Phone: 212-979-0611
• Hours: Mon & Wed 1:30–8 PM, Fri 1:30–5 PM.
• Heads up: The hotline is very busy — call after 4 PM if you can, and avoid Mondays.

A legal proceeding asking a judge to order your landlord to make the repairs. You can file one yourself or with help from a free legal services organization. An HP Action can result in a court order forcing the landlord to replace appliances, fix wiring, install detectors, or repair locks — plus fines if they ignore the order.

NYS Homes and Community Renewal (DHCR) can order a rent reduction when essential services aren't provided. Use Form RA-81 for an individual apartment or Form RA-84 for a building-wide issue. Call DHCR at 833-499-0343 for forms.

NYC's Right to Counsel program provides free lawyers to low-income tenants facing housing issues. The Met Council hotline (option A) can help you figure out if you qualify.