A 15-Year Wait for a Better Home
When Ms. Santiago first moved into her NYCHA apartment, it was just her and her newborn daughter. Over the years, their small space grew even tighter, with her daughter sleeping in the living room as she got older. Ms. Santiago waited for 15 long years for a transfer to a bigger apartment—years filled with unanswered questions, unfulfilled promises, and a constant struggle for help.
“I went to many politicians to ask for help, but none of them helped me. And since they were still not doing anything, the court told me that they were gonna give me some resources for legal aid.”
That’s how Ms. Santiago found Open Hands Legal Services, where she met Nicole, our Legal Director. At last, she had someone who would listen and walk with her through the challenges ahead.
From Waiting to Action
When Ms. Santiago sought help from Open Hands, she was ready for change. With years of documents in hand, she had been waiting far too long for the transfer to a larger apartment. Nicole and the team helped gather all the necessary paperwork and followed up with NYCHA to understand why the transfer had been stalled for so long. Within just a week, the transfer finally came through.
“I brought all my documents from housing, and after a week, that’s how long it took to move.”
After years of waiting, she and her daughter had the space they needed—a new apartment where her daughter finally had a room of her own.
Resolving the Rent Battle
But the journey didn’t end there. Ms. Santiago soon faced another challenge: a confusing rent balance that didn’t match the credit NYCHA had told her she was owed. Despite her attempts to explain the issue to the management office, she struggled to make progress.
“I am thankful to have found Nicole, because she was the one who helped me to move and also to resolve the issue with the rent. If it wasn’t for her, I wouldn’t have been able to do anything.”
Nicole made multiple calls to NYCHA’s legal department, advocating for Ms. Santiago and ensuring her voice was heard. After several hearings, they finally received a decision that credited the money back to Ms. Santiago’s account, easing the burden of debt she had been carrying.
A New Chapter, Filled with Gratitude
Now, Ms. Santiago and her daughter are enjoying their new apartment, where they have room to breathe and grow. The space has brought a sense of peace and stability to their lives—something that once felt out of reach.
“Now I have a better apartment. My daughter has her own room. We have more space here. I feel very blessed. I’m very thankful for everything.”
Ms. Santiago’s story is a powerful reminder of what happens when someone has an advocate by their side. Thanks to the support of Open Hands and the generosity of donors, she found a way forward through every obstacle.
Your support makes it possible for families like Ms. Santiago’s to turn hope into reality, one step at a time.