Handling Resident Concerns and Related Matters

What is GHA’s role in handling Resident Concerns…

Owners and management agents must keep units in decent, safe and sanitary condition and make repairs to resident units as outlined in the lease agreement and the governing Housing Assistance Payments (HAP) contract for each property.  The owner/management agent and on-site management staff are responsible for addressing all resident concerns. 

Georgia HAP Administrators, Inc.’s (GHA) primary role is to ensure that the owner/agent responds to all concerns in a timely manner.  It is appropriate for a resident to contact GHA if he/she believes the owner/agent is not responding to a concern in a proper manner or in a reasonable time period. 

Physical Repair Concerns

1. If a resident concern involves a physical repair that needs to be made in a tenant unit or at the property, the first course of action should be for the resident to contact the on-site management and submit a work order to the site manager. 

2. If the resident feels the on-site staff is not responsive, the next course of action would be for the tenant to contact the management agent and inquire about the status of the repair. 

3. If the tenant is unable to obtain the number to the management agent, they may call GHA for this information. 

4. If the resident has exhausted these two avenues to cure the problem, GHA will contact management and complete an investigation, ensuring that problems identified are addressed.  

General Concerns

If a resident concern does not involve a physical repair that needs to be made, the resident should again address the site manager, and if an acceptable response is not received, contact the management agent.  GHA’s role in general concerns is to mediate between the resident and the owner/agent, in so far as both parties are required to uphold their responsibilities as stated in the lease agreement. 

As Contract Administrator, GHA does not become involved in disputes involving third parties, lawsuits involving residents and owners and/or management agents, eviction matters, and interpretations of local laws and ordinances.  GHA’s role is limited to ensuring that the owners are properly responding to resident concerns within the context of the lease agreement, HUD regulations and the owner’s own policies.

GHA will only become involved with the issues of those tenants who receive Section 8 project based subsidy, are on the waiting list to receive the subsidy, have applied for Section 8 subsidy or have moved out of a  Section 8 unit at a property. 

GHA also responds to inquiries received from resident organizations, community groups, and members of Congress on behalf of their constituents.