Massachusetts Assisted Living Complaint Resources
How to report a Massachusetts Assisted Living Residence (ALR). Immediate reporting tools, residents' rights, and legal advocacy for residents and families.
Reviewed by Nick Kassatly, Esq. · Published June 30, 2026 · Updated July 23, 2026
Executive Office of Aging & Independence, Assisted Living Certification Unit
Massachusetts Adult Protective Services
To report suspected abuse, neglect, or exploitation of vulnerable adults.
Long-Term Care Ombudsman
Serving as an advocacy program to protect the health, safety, and welfare of residents in long-term care facilities.
To report an assisted living facility in Massachusetts, contact Executive Office of Aging & Independence, Assisted Living Certification Unit at (617) 727-7750 or 1-800-243-4636 or file a complaint online. Complaints can be filed anonymously. For advocacy help, the Massachusetts Long-Term Care Ombudsman can be reached at (617) 222-7495.
If you are concerned about the care your loved one is receiving in a Massachusetts assisted living facility, you have the right to file a complaint with the state — and you can do so anonymously. In Massachusetts, assisted living facilities are certified as Assisted Living Residences (ALRs) and are regulated separately from skilled nursing homes.
Who Regulates Assisted Living Facilities in Massachusetts
Assisted Living Residences in Massachusetts are certified and overseen by the Executive Office of Aging & Independence (formerly the Executive Office of Elder Affairs) — not by the Department of Public Health, which regulates nursing homes. Because assisted living is not certified by Medicare or Medicaid through the federal government, the state is the primary authority responsible for certifying these residences and investigating complaints about the care and conditions in them.
How to File an Assisted Living Complaint in Massachusetts
You can report concerns about a Massachusetts Assisted Living Residence to the Executive Office of Aging & Independence by completing the online ALR complaint form, by emailing ALRhelp@mass.gov, or by mailing the complaint form to the Assisted Living Certification Unit at One Ashburton Place, 10th Floor, Boston, MA 02108. For help or to raise a concern by phone, you can also reach the assisted living ombudsman line at (617) 222-7495. You may file anonymously, but providing your contact information allows investigators to follow up. Give as much detail as possible — the names of the residents and staff involved, the dates and times of the events, and a clear description of what you observed.
Memory Care and Dementia Care in Massachusetts
In Massachusetts, memory care is delivered within an Assisted Living Residence that operates a certified Special Care Residence for residents with Alzheimer's disease or other dementia. A residence may not operate a special care unit without submitting an operating plan to the state describing its physical design, safety features, and specialized programming, and its direct-care staff must complete additional dementia-specific training. If you have concerns about a memory care or special care residence, you file a complaint the same way you would for any other Assisted Living Residence — through the Executive Office of Aging & Independence.
MassachusettsAssisted Living Regulations & Resources
How Massachusetts Licenses Assisted Living
Massachusetts certifies assisted living facilities as Assisted Living Residences (ALRs) through the Executive Office of Aging & Independence (formerly the Executive Office of Elder Affairs). Memory care is provided within ALRs that operate a certified Special Care Residence for residents with Alzheimer's disease or other dementia, which must meet additional operating-plan and staff-training requirements.
Statute of Limitations
3 years
In Massachusetts, the statute of limitations for assisted living negligence claims is generally 3 years. Claims may fall under either personal injury or medical malpractice statutes, depending on the specific circumstances. A discovery rule may apply, meaning the clock may not start until the injury is discovered or reasonably should have been discovered. It is critical to consult with an attorney as soon as possible to understand the specific deadlines that apply to your case, as missing these deadlines can permanently bar your claim.
Complaint Types Investigated
Abuse and neglect, medication errors, inadequate staffing, unsafe or unsanitary conditions, financial exploitation, improper evictions or transfers, and violations of residents' rights.
What Happens After You File
Investigation Timeline
When the Executive Office of Aging & Independence receives a complaint about an Assisted Living Residence, it reviews the allegations and, when there is reason to believe a violation has occurred, conducts a compliance review of the residence. Complaints suggesting a serious risk to resident health or safety are acted on most quickly.
Unannounced Inspections
The agency conducts compliance reviews of Assisted Living Residences at least once every two years and may conduct additional reviews whenever it has reason to believe a residence is out of compliance. Reviewers inspect the residence and may interview residents privately and confidentially.
Complainant Notification
If you provide your contact information, the agency can follow up with you for additional details. Anonymous complainants cannot be contacted for follow-up. The residence itself receives a written notice of any noncompliance and must submit a plan of correction.
Enforcement Actions
When a compliance review identifies violations, the agency issues a written notice of noncompliance and requires the residence to submit a signed plan of correction. The agency can place conditions on a residence's certification and can deny, suspend, refuse to renew, or revoke certification, and Massachusetts law allows for monetary penalties against residences that fail to comply.
Anonymous Complaints
Yes, you can file an assisted living complaint anonymously in Massachusetts. The Executive Office of Aging & Independence accepts anonymous complaints, and your identity as a complainant is protected. Providing your contact information allows investigators to follow up for additional details, which can strengthen the investigation.
Official Sources
- Complaint filing — Executive Office of Aging & Independence, Assisted Living Certification Unit: mass.gov
- Resident rights — M.G.L. c. 19D § 9: malegislature.gov
- Massachusetts Long-Term Care Ombudsman: mass.gov
- Mailing address — Executive Office of Aging & Independence, Assisted Living Certification Unit: Executive Office of Aging & Independence, Assisted Living Certification Unit, One Ashburton Place, 10th Floor, Boston, MA 02108
Frequently Asked Questions
Can I file an assisted living complaint anonymously in Massachusetts?expand_more
How do I report a Massachusetts Assisted Living Residence, and how fast is a complaint investigated?expand_more
What is the difference between a nursing home and assisted living in Massachusetts?expand_more
Not Sure Where to Start?
Speak with an advocate who can guide you through the reporting process and help evaluate your family's legal options.