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Report Fraud, Waste and Abuse
  • Recommendation Number: 2021-KC-0004-001-A
  • Status: Open
  • Date Issued: July 28, 2021
  • Priority

Develop a comprehensive process to ensure that complaints received by HUD’s Multifamily Housing Clearinghouse are resolved in a timely manner.

Status

October 2023, the Office of Multifamily Housing Programs reported that HUD was transitioning the Multifamily Clearinghouse responsibilities to the Federal Housing Administration (FHA) Resource Center. The Office stated that it had requested IT Technology Fund funding for FY 2024 for system enhancements to coordinate tenant complaints throughout Multifamily Housing including Multifamily field staff and the Multifamily Clearinghouse Call Center.

Analysis

In June 2024, the Office reported that because the FY 2024 funding was not approved by Congress, it will use the FHA Resource Center and its system that will allow for tracking and monitoring of customer calls. In addition, the Office will request assistance from its Project Based Contract Administrators to use a standard, Multifamily-wide reporting format to standardize and aggregate tenant complaints.

Publication Report

2021-KC-0004 | July 28, 2021

HUD’s Office of Multifamily Housing Programs’ Complaint Process Did Not Ensure That Health and Safety Complaints Were Resolved in a Timely Manner

The U.S. Department of Housing and Urban Development (HUD), Office of Inspector General, audited HUD’s Office of Multifamily Housing Programs’ health and safety complaint process.  We conducted this audit due to a July 2019 explosion that occurred… more

Related Recommendations

Housing

  •  
    Status
      Open
      Closed
    2021-KC-0004-001-B
    Priority
    Priority

    We believe these open recommendations, if implemented, will have the greatest impact on helping HUD achieve its mission to create strong, sustainable, inclusive communities and quality affordable homes for all.

    Develop agencywide policies and procedures for the intake, monitoring, and tracking of health and safety complaints.

    Status

    October 2023, the Office of Multifamily Housing Programs reported that HUD was transitioning the Multifamily Clearinghouse responsibilities to the Federal Housing Administration (FHA) Resource Center. The Office stated that it had requested IT Technology Fund funding for FY 2024 for system enhancements to coordinate tenant complaints throughout Multifamily Housing including Multifamily field staff and the Multifamily Clearinghouse Call Center.

    Analysis

    In June 2024, the Office reported that because the FY 2024 funding was not approved by Congress, it will use the FHA Resource Center and its system that will allow for tracking and monitoring of customer calls. In addition, the Office will request assistance from its Project Based Contract Administrators to use a standard, Multifamily-wide reporting format to standardize and aggregate tenant complaints.

  •  
    Status
      Open
      Closed
    2021-KC-0004-001-C

    Develop an automated real-time system for HUD and PBCA staff to use to receive, track, and resolve health and safety issues.

  •  
    Status
      Open
      Closed
    2021-KC-0004-001-D

    Revise the annual contributions contract to more clearly define the required treatment of health and safety issues, to include: • Specific timeliness requirements for resolving life-threatening and non-life-threatening health and safety issues. • Notification that HUD will actively monitor the status of complaints and become involved in resolution if necessary. • Requirement that PBCAs will immediately contact HUD staff if a property has a life-threatening or non-life-threatening health and safety issue and report when the issue is resolved. • Requirement that the projects’ property management will immediately contact PBCA staff if a property has a life-threatening or non-life-threatening health and safety issue and report when the issue is resolved.