Complaint Investigation Report

R egarding: Staff did not provide client with comfortable accommodations.

It is alleged that client went a whole winter of 2025 to January 2026 without heat and that staff confiscated client’s space heater and was not given back. It is also alleged that staff would not provide client with extra blanket when requested, making client’s stay in their room uncomfortable because it was freezing.

Staff deny the allegation. Interview with S1 and S2 indicated that the facility did not go without heat the winter of 2025 to January 2026. Staff indicated that they did not confiscate client’s space heater. Staff indicated that Client 1 (C1) was using a space heater in their room which is against house policy due to space heaters being a fire hazard. When staff discussed the concern regarding the use of the space heater in a carpeted room with C1, C1 agreed and voluntarily turned it in to staff for safeguarding. Staff stated that when C1 moved out of the facility, staff returned C1’s space heater without incident. Staff also indicated that C1 had blankets and the proper bedding and when C1 requested extra blankets, they were provided.

LPA observed that the two heater units in the facility are not in use due to the current warm weather; however, S1 provided records which indicated that the primary heating unit has been serviced and tested by a vendor on 7/3/2026. The secondary heating unit will be serviced on 8/15/2026, according to appointment notification provided by S1. LPA inspected the linen closets and cabinets and observed sufficient bedding supplies, including blankets.

Interviews with (7) out of (7) clients revealed that the facility’s temperature is comfortable during the winter and when needed, they are provided with extra blankets. Interview with C1’s roommate (C2) indicated that when they shared the room in the winter of 2025, the temperature was appropriate and the room was not freezing. C2 further stated that C1 did not complain about the room cold or freezing.