How to raise a concern or report a problem
If something feels wrong, you deserve a clear way to speak up. This guide explains how families can raise a concern, ask for help, and report a problem when choosing or visiting a licensed adult family home.
Start with the home, if it feels safe to do so
If there is an immediate safety concern, call 911 or your local emergency number first. For a non-emergency concern, you can often begin by speaking with the home’s owner, manager, or on-site staff.
Keep your message simple. Say what you saw, when it happened, and why it worries you. If possible, write down dates, names, and details while they are fresh.
If you are still comparing homes, it is also okay to ask direct questions before choosing. You can use our matching help to find licensed adult family homes near you, but you should always confirm the current state license yourself and tour the home before deciding.
What kinds of problems should be reported
Families often raise concerns about safety, cleanliness, respectful treatment, food, supervision, billing, or whether the home is following the level of care it says it provides.
You do not need to prove everything before speaking up. If something seems unsafe, confusing, or not as described, it is reasonable to ask questions and request a review.
Common examples include:
- A home that does not seem properly licensed or certified
- Changes in services that were not explained clearly
- Concerns about privacy, dignity, or respectful communication
- Unclear charges or bills that do not match what was discussed
How to document what happened
Short notes can make it easier to explain your concern later. Save copies of texts, emails, brochures, contracts, and bills. Write down the date, time, place, and who was involved.
If you have photos or other records that show the issue, keep them safely. Do not share private personal or medical details more widely than needed.
A simple note can look like this:
- Date and time
- What I observed
- Who I spoke with
- What I asked for
- What happened next
When to contact the state licensing agency
If the problem is serious, not corrected, or involves licensing rules, you can contact your state’s adult family home licensing or certification agency. Every state is different, so the right office and process will vary.
Before you rely on any home, confirm its current state license or certification yourself. A home should be able to show you its license information, and you can also check with the state agency directly.
You can also ask the agency how to file a complaint, what information they need, and whether there is a public record of past actions. Licensing agencies can explain rules, but they do not replace your own judgment or a home tour.
If the concern is about cost or payment
Many families feel uncomfortable bringing up money, but it is important to ask early. Room and board is usually paid privately, while Medicaid waivers may help with the personal-care part in some states. Rules vary widely, so confirm details independently.
If you are unsure what is included, ask for a written explanation of fees and services. You can also review our plain-language cost guide to understand common terms before you talk with a home.
If a bill seems wrong, ask for itemized charges and keep your records. HearthRow does not handle payments or financial disputes, but we encourage families to verify all terms directly with the home and, if needed, with a qualified local advisor.
How HearthRow can help
HearthRow is a free matching and information service. We help you find licensed adult family homes near you, but we are not a care provider, a medical professional, or a government agency.
If you are just beginning, we can connect you with homes and help you compare basic options through our services overview. Some homes pay HearthRow a flat fee when we connect them with a family. It never changes what you pay, and you are never under any obligation.
Even when you use HearthRow, you should still tour the home, ask your questions, and confirm the current license with your state agency before making any decision.
If something seems unsafe or unfair, write it down, speak up, and contact the state licensing agency if needed.