# Living in a shelter: your rights and how to complain

Source: https://www.qaravan.org/resources/housing/in-shelter/

What a DHS shelter expects of you, what your rights are, and how to complain or ask for a change.

Your case worker (also called a housing specialist) works with you on your plan and on finding permanent housing.

The rights and rules come from the DHS Statement of Client Rights and DHS Code of Conduct for single adults (form DHS-118, September 2022) and from City pages. Ask your shelter for the current copy. The Legal Aid Society says New Arrival Sites are not operated by DHS.

## Start here

- If DHS ends your shelter stay or transfers you, you can ask New York State for a Fair Hearing (a hearing before a State official).
- If something is wrong, tell your case worker, then write to the shelter director, then to the Office of the Ombudsman at ombudsman@dss.nyc.gov.
- You have the right to respectful treatment, privacy, an interpreter, and protection from discrimination based on citizenship status, gender identity or sexual orientation.

## The first days and what the shelter expects

1. Bring two bags Space is limited, so the Code of Conduct allows two bags of personal belongings at most. No animals, except a service animal or an approved emotional support animal.
2. Review the rights and the rules At check-in you are asked to review the Statement of Client Rights and DHS Code of Conduct. If it is hard to understand, ask for help. DHS can end your stay for breaking the code even if you did not sign it, but not if the reason is a disability, a medical condition or a mental health condition.
3. Make your Independent Living Plan With your case worker you write an Independent Living Plan (ILP): the goals for moving into permanent housing. You must work on it, meet staff about your progress and complete its tasks.
4. Apply for public assistance, if you are eligible DHS requires you to apply for the benefits you qualify for and keep them, including an open Public Assistance case (Cash Assistance) with the Human Resources Administration (HRA). Eligibility depends on immigration status.
5. Look for housing DHS expects single adults to look for permanent housing with their case worker, view apartments several times a week and accept a suitable one when offered.
6. Ask whether a time limit applies to you The Legal Aid Society says New Arrivals have no time limit in DHS shelters or New Arrival shelters, and get no 30 or 60 day notices. Form DHS-118 gives no time limit. If you are not a New Arrival, ask your case worker what rule applies to you.
7. Follow the daily rules You come and go within curfew and may have to sign in and out. Staff may inspect your space and locker for health and safety. You may not stay out overnight unless staff approve it in advance. Alcohol, drugs, smoking and vaping are not allowed inside.
8. Ask for what you need If you have a disability or a health condition, ask for a reasonable accommodation: an elevator, a ground floor, an air conditioner or special meals. Tell any staff member or fill out the DHS Reasonable Accommodation Request Form; staff must help you with it.

## When something goes wrong, in order

1. Tell your case worker and write it down Report bad conditions (mice, rats, bugs, broken things) to your case worker. Write down the date and the answer. Some shelters have repair request forms.
2. Write to the shelter director If the case worker does not help, complain in writing to the shelter director, for example on the Constituent Grievance Form, which you give to the director or your case worker.
3. Write to the Office of the Ombudsman The Office of the Ombudsman is an independent unit that handles complaints and offers mediation. Email ombudsman@dss.nyc.gov or come in person to 109 East 16th Street, 8th floor, Monday to Friday 9 AM to 4 PM. Take photos of conditions, and for complaints about staff, write down their names and titles.
4. Complain again if nothing changes If DHS does not respond and the problem is still there, file a new complaint and say the first one was ignored. Ask neighbors with the same problem to complain too: more complaints make a fix more likely.
5. Report building problems to the City housing agency (HPD) The Department of Housing Preservation and Development (HPD) enforces the housing code (heat and hot water, mold, pests, gas leaks, fire safety) and can inspect a shelter and issue violations. File online at [portal.311.nyc.gov](https://portal.311.nyc.gov) or in the [311](tel:311) app.
6. If your health or safety is at risk Email the Ombudsman at ombudsman@dss.nyc.gov, or call the DSS line at [(718) 557-1399](tel:7185571399): its menu has Russian, and the interpreter is free. The Coalition for the Homeless monitors shelters; you can go there in person by 9 AM (129 Fulton Street) or call [1-888-358-2384](tel:18883582384), a line in English.
7. If you are being transferred If you disagree with a transfer, you are still transferred. Ask staff for the Your Transfer Rights notice in your language, and request a Fair Hearing with the online form at [otda.ny.gov/oah/forms.asp](https://otda.ny.gov/oah/forms.asp).
8. If DHS ends your shelter stay You can challenge the decision with a New York State Fair Hearing. The same day, go to the Coalition for the Homeless (129 Fulton Street, by 9 AM) or call [1-888-358-2384](tel:18883582384); the line is in English.

Who decides what in a shelter

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## Offices and hotlines for people in shelter

- Office of the Ombudsman, Department of Social Services (DSS) Any status Free An independent unit of DSS (the agency that includes DHS and HRA). It investigates complaints from people in shelter and offers mediation. It does not decide transfers, vouchers or reasonable accommodations; those go to your case worker. A brochure in Russian is on [nyc.gov](https://nyc.gov). Email ombudsman@dss.nyc.gov or come in person Mon-Fri 9 AM to 4 PM. [nyc.gov](https://www.nyc.gov/site/dhs/shelter/ombudsman/ombudsman.page) 109 East 16th Street, 8th Floor, New York, NY 10003 in person Mon-Fri 9 AM to 4 PM
- Shelter Hotline Any status Free The City line for shelter complaints: [(718) 557-1399](tel:7185571399), or through [311](tel:311). The DHS brochure on gender-affirming beds names it, with the Ombudsman, as the first place to report a concern. If you would rather write, email the Ombudsman at ombudsman@dss.nyc.gov. On [311](tel:311) say "Russian"; on the DSS line choose Russian in the menu. The interpreter is free. [311](tel:311) or [(718) 557-1399](tel:7185571399) [nyc.gov](https://www.nyc.gov/assets/dhs/downloads/pdf/brc-1062-e.pdf)
- Reasonable accommodations in shelter Any status Free DHS must adjust its rules so that people with disabilities have equal access, and consider your needs even before you are found eligible. If your disability is obvious (for example, you use a wheelchair), no documents are needed. If not, bring a letter from a doctor, social worker, rehabilitation counselor or another professional who knows your condition, saying what you need and why. [legalaidnyc.org](https://legalaidnyc.org/get-help/housing-problems/what-you-need-to-know-about-reasonable-accommodations-in-shelter-if-you-have-a-disability/)
- Service animals and emotional support animals Any status Free DHS does not allow pets in shelter, but service animals and approved emotional support animals are not pets. For an emotional support animal you file a Reasonable Accommodation Request with a note from a professional; the animal cannot stay while the request is reviewed. Licenses and vaccinations must be up to date. [nyc.gov](https://www.nyc.gov/site/dhs/shelter/resources/service-animals.page)
- Legal Aid Society Homeless Rights Project Hotline Any status Free A hotline for shelter conditions that endanger your health or safety. QARAVAN has no lawyers and does not give legal services. Without English, report dangerous conditions to the Ombudsman: ombudsman@dss.nyc.gov. [legalaidnyc.org](https://legalaidnyc.org/get-help/housing-problems/what-you-need-to-know-about-addressing-bad-shelter-conditions/)
- Coalition for the Homeless Any status Helps homeless people in New York and regularly monitors shelters. If you were denied shelter or have a shelter problem, come in person by 9 AM, or call and leave a detailed message with your number; the line is in English. It helps to describe or bring evidence. They answer about New York City services only. [1-888-358-2384](tel:18883582384) [coalitionforthehomeless.org](https://www.coalitionforthehomeless.org/get-help/i-have-a-shelter-problem/) 129 Fulton Street, New York, NY 10038 Mon-Fri 9 AM to 5 PM
- New York State Fair Hearing (Office of Administrative Hearings) Any status Free The way to challenge a transfer, the end of your shelter stay or another agency decision. Request one online at [otda.ny.gov/oah/forms.asp](https://otda.ny.gov/oah/forms.asp). The State's Office of Temporary and Disability Assistance (OTDA) holds the hearings. [nyc.gov](https://www.nyc.gov/assets/dhs/downloads/pdf/brc-1062-e.pdf)
- Domestic violence in a family shelter (NoVA assessment) Any status Free If staff in a DHS family shelter believe domestic violence may be happening, DHS can separate the family, even after a minor argument. The person who may be the victim has a phone interview with Project No Violence Again (NoVA), part of HRA, and only that person can ask for it: families with children under 21 and pregnant people at PATH (151 East 151st Street, Bronx), adult families at the Adult Family Intake Center (333 Bowery, Manhattan). Everyone keeps the right to shelter, but may have to live apart. [legalaidnyc.org](https://legalaidnyc.org/get-help/housing-problems/what-you-need-to-know-about-domestic-violence-claims-made-by-dhs/) PATH: 151 East 151st Street, Bronx, NY 10451; AFIC: 333 Bowery, New York, NY 10003
- Homebase aftercare Any status Free When you leave shelter, Homebase offices help you settle in: they explain tenant rights and duties, help solve problems with the landlord, and help renew or restore your housing subsidy. Find the office for your ZIP code at [nyc.gov/site/hra/help/homebase-locations.page](https://nyc.gov/site/hra/help/homebase-locations.page). [nyc.gov](https://www.nyc.gov/site/dhs/permanency/permanency.page)

## Glossary: definitions of special terms and abbreviations

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This is general information, not legal advice: QARAVAN has no lawyers. QARAVAN does not help anyone enter the US and cannot arrange visas, invitations, sponsorship or evacuation. For your own case, talk to a licensed immigration attorney or a representative accredited by the U.S. Department of Justice.

[All pages: Housing](https://www.qaravan.org/resources/housing/)

**Sources, checked November 2026**

- [nyc.gov/assets/dhs/downloads/pdf/brc-1062-e.pdf](https://www.nyc.gov/assets/dhs/downloads/pdf/brc-1062-e.pdf)
- [legalaidnyc.org/get-help/housing-problems/what-you-need-to-kno…](https://legalaidnyc.org/get-help/housing-problems/what-you-need-to-know-about-reasonable-accommodations-in-shelter-if-you-have-a-disability/)
- [nyc.gov/site/hra/help/homebase-locations.page](https://www.nyc.gov/site/hra/help/homebase-locations.page)
- [legalaidnyc.org/get-help/housing-problems](https://legalaidnyc.org/get-help/housing-problems/)
- [legalaidnyc.org](https://www.legalaidnyc.org/)
- [nyc.gov/site/dhs/shelter/ombudsman/ombudsman.page](https://www.nyc.gov/site/dhs/shelter/ombudsman/ombudsman.page)
- [nyc.gov/site/dhs/shelter/resources/service-animals.page](https://www.nyc.gov/site/dhs/shelter/resources/service-animals.page)
- [legalaidnyc.org/get-help/housing-problems/what-you-need-to-kno…](https://legalaidnyc.org/get-help/housing-problems/what-you-need-to-know-about-addressing-bad-shelter-conditions/)
- [coalitionforthehomeless.org/get-help/i-have-a-shelter-problem](https://www.coalitionforthehomeless.org/get-help/i-have-a-shelter-problem/)
- [legalaidnyc.org/get-help/housing-problems/what-you-need-to-kno…](https://legalaidnyc.org/get-help/housing-problems/what-you-need-to-know-about-domestic-violence-claims-made-by-dhs/)
- [nyc.gov/site/dhs/permanency/permanency.page](https://www.nyc.gov/site/dhs/permanency/permanency.page)
- [nyc.gov/assets/dhs/downloads/pdf/brc-1062-r.pdf](https://www.nyc.gov/assets/dhs/downloads/pdf/brc-1062-r.pdf)