How to Contact and Work With the Worcester Housing Authority

What the Worcester Housing Authority does and who runs it

The Worcester Housing Authority (WHA) is a public agency that owns and manages public housing in Worcester, Massachusetts. It is run by an independent board of commissioners and operates separately from the city government, though it works within state and federal housing law. The WHA manages roughly 1,500 public housing units across the city and also administers the Section 8 Housing Choice Voucher program for Worcester residents.

The WHA's main job is to keep public housing affordable and maintain the buildings where residents live. It also helps people on the waiting list understand how to move into public housing or get a voucher. The agency is not a landlord you negotiate with — it is the owner and operator of the properties themselves, so all lease questions, maintenance requests, and rent disputes go through WHA staff.

Key Takeaways

The Worcester Housing Authority manages public housing units and Section 8 vouchers; you contact them directly for lease issues, maintenance, or to join the waiting list.
The main office is located at 384 Main Street, Worcester, MA 01608, and you can reach them by phone at (508) 798-0022 during business hours.
Waiting lists for public housing and Section 8 vouchers are separate, and both typically have long wait times that vary depending on bedroom size and local demand.
If you have a maintenance emergency in your unit, call the WHA's emergency line; non-emergency repairs are handled through a work order system.
The WHA has a formal grievance process if you disagree with a decision about your lease, rent, or housing status.

How to reach the Worcester Housing Authority

The WHA's main office is at 384 Main Street, Worcester, MA 01608. The general phone number is (508) 798-0022. Office hours are typically Monday through Friday, 8:30 a.m. to 4:30 p.m., though you should call ahead to confirm current hours, as they may change seasonally or due to staffing.

For maintenance emergencies — such as no heat in winter, a burst pipe, or a serious electrical problem — the WHA has an emergency line. Call the main number and ask to be transferred to the emergency maintenance line, or ask for the after-hours number when you call. Non-emergency repairs, such as a leaky faucet or a broken cabinet, are handled through a work order system; you can request one by calling the main office or visiting in person.

You can also visit the office in person to ask questions about the waiting list, request documents, or file a grievance. Bring a photo ID and any lease or account documents you have with you.

Understanding the public housing waiting list

The Worcester Housing Authority maintains a separate waiting list for public housing units. To join the list, you must meet income limits set by the federal government and the WHA. Income limits change each year and depend on your household size. The WHA will ask for proof of income — usually recent pay stubs, tax returns, or a letter from your employer — when you explore.

Wait times vary widely depending on the size of unit you need and current demand. A one-bedroom unit may have a shorter wait than a three-bedroom, or vice versa, depending on what the WHA has available. The WHA does not publish exact wait times on a public website, so you will need to call or visit the office to ask how long the current wait is for the unit size you need.

Once you are on the list, the WHA will contact you when a unit becomes available. You will be offered a specific apartment; if you refuse it, you may lose your place on the list or move to the bottom, depending on WHA policy. Ask about this when you explore so you understand what happens if you turn down an offer.

Section 8 Housing Choice Vouchers through the WHA

The Worcester Housing Authority also runs the Section 8 Housing Choice Voucher program. A voucher allows you to rent a private apartment and the program pays a portion of your rent directly to the landlord. You pay the rest. To use a voucher, you must find a landlord willing to accept it, and the apartment must pass a WHA inspection.

The Section 8 waiting list is also separate from the public housing list. Like public housing, you must meet income limits and provide proof of income. Wait times for Section 8 vouchers in Worcester are typically long — often several years — because demand is high and the program receives limited federal funding. The WHA will tell you the current wait time when you call or visit.

If you receive a voucher, you work with a WHA housing specialist who helps you search for an apartment, understand your lease, and handle disputes with your landlord. The voucher is yours to use at any may have access to apartment in Worcester, as long as the rent is within the program's payment standard for your area.

Maintenance requests and emergency repairs

If you live in WHA public housing and need a repair, you have two routes: emergency and non-emergency. An emergency is something that makes your unit unsafe or uninhabitable — no heat in winter, no water, a gas leak, electrical hazards, or a roof leak that is actively dripping into your apartment. Call the emergency line when ready for these issues.

For non-emergency repairs — a broken window latch, a stain on the ceiling that is not actively leaking, a cabinet door that does not close, or a slow drain — call the main office during business hours and ask to file a work order. You will be asked to describe the problem and provide your unit number and phone number. The WHA will schedule a time for maintenance to visit. Response times for non-emergency work orders vary; ask when you call how long the current wait is.

If maintenance does not show up or the repair is not done properly, call back and file another work order or ask to speak with a supervisor. Keep a record of the date you called, who you spoke with, and what was promised. If the WHA fails to make necessary repairs, you may have legal rights under Massachusetts housing law, but you must document your requests first.

Grievances and disputes with the WHA

If you disagree with a decision the WHA made about your lease, your rent, your may be able to access, or a maintenance issue, you have the right to file a formal grievance. This is a written complaint that the WHA must investigate and respond to within a set timeframe. Grievances are handled by the WHA's management office, not by the person you originally spoke with.

To file a grievance, contact the main office and ask for the grievance procedure or form. You will need to describe what happened, when it happened, who was involved, and what you believe should happen to fix it. Put it in writing and keep a copy for yourself. The WHA will send you a written response within 30 days in most cases, though complex grievances may take longer.

If you are not satisfied with the WHA's response, you may have other options under Massachusetts law or federal housing regulations, depending on the nature of the dispute. Ask the WHA about your next steps, or contact a local legal aid organization for information.

Documents you may need when contacting the WHA

When you call or visit the WHA, have the following information ready: your name, current address, phone number, and lease number (if you are already a resident). If you are calling about a specific unit or maintenance issue, have your unit number. If you are asking about the waiting list, have your income information and household size ready.

If you are filing a grievance or disputing a decision, bring any written documents related to the issue — a lease, a notice from the WHA, a work order receipt, or an email exchange. The WHA will ask for these to investigate your complaint. If you do not have copies, ask the WHA to provide them; they are your records and you have the right to see them.

Frequently Asked Questions

How long does it take to get public housing or a Section 8 voucher from the Worcester Housing Authority?

Wait times vary by unit size and current demand. The WHA does not publish wait times online, so you must call (508) 798-0022 and ask for the current wait for the bedroom size you need. Waits are typically measured in years, not months, for both programs.

What if I have a maintenance problem and the WHA does not fix it?

Document every call you make — write down the date, time, who you spoke with, and what was promised. If the repair is not made within a reasonable time, call again and escalate to a supervisor. You can also file a formal grievance. If the problem is serious and affects your health or safety, contact a local legal aid organization about your rights under Massachusetts housing law.

Can I use my Section 8 voucher at any apartment in Worcester?

You can use it at any apartment where the landlord is willing to accept Section 8 and the rent is within the WHA's payment standard for that area. The apartment must also pass a WHA inspection before you can move in. Your WHA housing specialist can tell you which apartments and neighborhoods are currently available.

What happens if I turn down a public housing unit that the WHA offers me?

This depends on WHA policy. You may lose your place on the list, move to the bottom, or be allowed one refusal without penalty. Ask about this when you explore so you know the rules before you are offered a unit.

Do I need a lawyer to file a grievance with the WHA?

No. You can file a grievance yourself by contacting the WHA office and asking for the grievance form or procedure. However, if the issue is complex or you are unsure of your rights, a legal aid organization can help you for free or low cost.

This guide is for general information only and is not medical, financial, legal, or other professional advice. For decisions specific to your situation, consult a qualified professional. See our Editorial Policy.