You can make a complaint or comment about a homeless shelter or drop-in center.

What You Can Report

You can report a problem in your shelter 24 hours a day, 7 days a week. Complaints can include problems with:

  • Heat, hot water, and electricity
  • Pests and other unsanitary conditions
  • General repairs and maintenance
  • Shelter staff behavior
  • Missing property

It is best if you discuss your complaint with the staff at your shelter first. If it needs immediate attention, you should go to the Security Desk at your shelter.

You can make a complaint or get status by phone during business hours. After business hours, NYC311 will take your complaint. You won’t get a confirmation number.

Anonymous complaints are accepted. However, you must provide your name and room number to report a problem in your individual room or apartment. You must provide your name to be able to check the status of your complaint.

Call 311 for assistance.

What Happens Next

The City's Shelter Repair Squad will assess maintenance issues within 24 hours and will work to complete repairs as soon as possible.

If your complaint is about shelter staff behavior, the Department of Homeless Services will contact you within 3 business days, if you provided your phone number or email address.

You can make a complaint or get status by phone during business hours. After business hours, NYC311 will take your complaint. You won’t get a confirmation number.

Anonymous complaints are accepted. However, you must provide your name to be able to check the status of your complaint.

Call 311 for assistance.

The period between October 1 and May 31 is Heat Season.

During this time, building owners must provide tenants with heat according to the following rules, and complaints about lack of heat are accepted:

  • Between 6 AM and 10 PM, if the outside temperature falls below 55 degrees, the inside temperature must be at least 68 degrees Fahrenheit.
  • Between 10 PM and 6 AM, the inside temperature must be at least 62 degrees Fahrenheit at all times. There is no outside temperature requirement.

Between June 1 and September 30, the heat can’t be turned on in the entire building and complaints are accepted if it is.

Hot water must be provided 365 days per year at a constant minimum temperature of 120 degrees Fahrenheit.