Complaints against assisted living facilities are public record in most states, but finding them requires knowing where to look. Unlike nursing homes, which are tracked in a single federal database, assisted living facilities are regulated at the state level. That means the process varies depending on where the facility is located, and sometimes the records aren’t online at all.
Why There’s No Single National Database
If you’ve searched for assisted living complaints the way you’d search for nursing home ratings, you’ve probably already noticed the gap. The federal government, through Medicare’s Care Compare tool, tracks inspection results and deficiencies for Medicare-certified nursing homes. But assisted living facilities don’t receive Medicare funding for residential care, so they fall outside that federal oversight system entirely.
Each state licenses and inspects assisted living facilities through its own agency, using its own standards and its own record-keeping systems. Some states publish complaint and inspection histories online in searchable databases. Others require you to call or submit a written request. This patchwork system is a known problem. Massachusetts, for example, released a commission report in 2024 recommending the creation of a statewide online database so families could access compliance records, ownership information, and corrective action plans in one place. That kind of transparency is still the exception, not the rule.
Start With Your State’s Licensing Agency
The fastest route to complaint records is your state’s health department or the agency that licenses assisted living facilities. The specific department name varies. In Colorado, it’s the Department of Public Health and Environment. In Illinois, it’s the Department of Public Health’s Office of Health Care Regulation. In other states, it might fall under the Department of Social Services, Aging Services, or Human Services.
To find the right agency, search for your state name plus “assisted living licensing” or “assisted living complaints.” Many states now offer online portals where you can look up a specific facility and view its inspection history, any violations found, and whether complaints were substantiated. Colorado’s portal, for instance, lets you view a facility’s full inspection and compliance history directly on the health department’s website.
If you can’t find your state’s portal, the Centers for Medicare and Medicaid Services maintains a directory of state survey agencies. Contacting the agency listed for your state will point you to the right department, even though CMS itself doesn’t regulate assisted living.
What You’ll Find in Inspection Records
When a state investigates a complaint or conducts a routine inspection, the resulting report typically documents what the inspector found, whether the facility was in violation of any regulations, and what corrective actions were required. Some states rate deficiencies by severity, distinguishing between minor paperwork issues and situations that posed immediate risk to residents.
Look for patterns rather than isolated incidents. A single complaint about a cold meal tells you very little. Repeated citations for medication errors, inadequate staffing, or failure to follow care plans tells you something meaningful. Pay attention to whether the facility corrected problems after they were cited, or whether the same issues reappear across multiple inspection cycles.
Keep in mind that not every complaint results in a confirmed violation. States investigate complaints on a priority basis. Depending on the severity, investigations can take anywhere from a few days to several months. A complaint on file doesn’t necessarily mean the facility did something wrong, but a pattern of complaints, even unsubstantiated ones, is worth noting.
When Records Aren’t Available Online
If your state doesn’t publish assisted living records in a searchable database, you can request them through a public records or freedom of information request. Every state has its own version of this process. In New York, it falls under the Freedom of Information Law (FOIL), and you submit requests through the Department of Health’s online records access center.
To get useful results, be as specific as possible. Include the facility’s full name, street address, and the date range you’re interested in. Ask specifically for inspection reports, complaint investigation findings, and any enforcement actions. Include your email address and phone number so the records office can reach you if they need to clarify your request.
A few things to know about this process: agencies are required to provide existing records, but they don’t have to create new documents or compile summaries for you. Some information may be redacted, particularly details that could identify individual residents or complainants. If your request is denied, you typically have the right to appeal. In New York, that appeal must be filed within 30 calendar days, and you’ll receive a decision within ten business days.
Using the Long-Term Care Ombudsman
Every state has a Long-Term Care Ombudsman program, federally mandated under the Older Americans Act, that advocates for residents of assisted living facilities and nursing homes. Ombudsmen investigate complaints, mediate disputes, and track patterns of problems at individual facilities.
While ombudsman records are generally confidential to protect residents, you can call your local or state ombudsman office and ask about a facility’s general track record. They can often tell you whether a facility has a history of complaints in specific areas, like staffing, safety, or resident rights, without disclosing individual case details. They’re also an excellent resource if you’re trying to evaluate a facility before moving a family member in. You can find your local ombudsman through the Eldercare Locator at eldercare.acl.gov or by calling 1-800-677-1116.
Nursing Home Tools Don’t Cover Assisted Living
ProPublica’s Nursing Home Inspect tool is one of the best resources for researching care facilities, but it covers nursing homes, not assisted living. The tool lets you search over 90,000 nursing home inspection reports, with deficiencies rated on a scale from A (least severe) to L (most severe, indicating immediate jeopardy to residents). Ratings of J, K, or L mean residents were at risk of serious injury or death. This data comes from the Centers for Medicare and Medicaid Services and covers roughly three years of inspection history.
If the facility you’re researching is a nursing home or skilled nursing facility rather than an assisted living residence, these federal tools are your best starting point. But if it’s specifically an assisted living facility, state-level resources are your only reliable option.
How to File a New Complaint
If you’re not just researching a facility but need to report a problem, complaints go to the same state licensing agency that maintains inspection records. Most states accept complaints by phone, mail, email, fax, or through an online portal. Illinois, for example, operates a Central Complaint Registry with a hotline (800-252-4343, weekdays 8:30 a.m. to 4:30 p.m.) and an online submission system.
You don’t have to be a resident to file a complaint. Family members, friends, facility employees, and anyone else who witnesses or suspects a problem can report it. Complaints are typically reviewed and prioritized by severity. You can usually file anonymously, though providing your contact information allows investigators to follow up for details. Document everything you can before filing: dates, times, names of staff involved, photos if relevant, and a clear description of what happened or what you observed.
If the situation involves immediate danger, abuse, or neglect, call 911 first and then file the formal complaint. Most states also have an Adult Protective Services hotline for reporting abuse of vulnerable adults, which operates separately from the facility licensing system.