Boston, Mass., Mun. Code § 9-14 (2026) § 9-14.8
Complaint Process; Violations
Operative Text
(A) Complaint. A complaint alleging that a residential unit is in violation of this Section or any applicable law, code or regulation may be filed with ISD. The complaint must contain the residential unit’s address, unit number, date and nature of alleged violations) and name and contact information of complainant. (B) Review of complaint. Within 30 days after receipt of a complaint, the Commissioner, or a designee, shall investigate the complaint and shall determine whether mere may be a violation. If the alleged violation is under the jurisdiction of another city or commonwealth or federal Agency, the Commissioner shall refer the complaint to such Agency for further action. Upon a finding of a potential violation, the Commissioner, or designee, shall serve notice of the violation upon the operator of the residential unit at issue, if such unit is listed on the Short-Term Rental Registry, and upon the owner or resident agent of record of the residential unit at issue, if such unit is not listed on the Short-Term Rental Registry. The Commissioner shall keep records of all complaints received and determinations made. (C) Right to hearing. A person upon whom a notice of violation has been served may request a hearing from ISD by filing a written petition requesting a hearing on the matter with ISD within 14 days after the day the notice of violation was served. Upon receipt of a petition for hearing, ISD shall notify the complainant of the place, date and time of the hearing. The hearing shall occur no later than two weeks after the date ISD receives the petition for hearing. The time period in which violations must be remedied shall be stayed upon receipt of the petition for a hearing until such time as the hearing is held and the Commissioner, or designee, has issued a decision. (D) Decision. (1) Within seven days after the conclusion of the hearing, the Commissioner, or designee, shall sustain, modify or withdraw the notice of violation and shall inform the person upon whom a notice of violation has been served, in writing, of its decision and the reasons therefor. If ISD sustains or modifies the notice of violation, said violation shall be remedied within the time period allotted as issued or in the modification. (2) If a written petition for a hearing is not filed with ISD within 14 days after the notice of violation has been served, or if, after a hearing, the notice of violation has been sustained in any part, each day’s failure to comply with the notice of violation within the time allotted as issued or modified shall constitute a separate violation. (E) Judicial appeals. Any person aggrieved by a final decision of ISD with respect to a notice of violation or any other order issued under this Section may seek relief therefrom in any court of competent jurisdiction as provided by the laws of the commonwealth.
Boston Municipal Code § 9-14 § 9-14.8 establishes a formal process for filing, investigating, and resolving complaints about residential units—particularly short-term rentals—that may violate applicable laws, codes, or regulations. The Inspectional Services Department (ISD) is required to investigate complaints within 30 days, notify responsible parties of potential violations, and provide an opportunity for a hearing before a final decision is issued. Each day a violation remains unaddressed after the allotted remedy period counts as a separate, independent violation. Parties who disagree with ISD's final decision may seek review in a court of competent jurisdiction under Massachusetts law.
Plain English — not legal advice.
Under Boston Municipal Code § 9-14 § 9-14.8, operators and owners of residential units—including short-term rentals—who receive a notice of violation from ISD generally have 14 days to request a hearing by filing a written petition; missing that window means each subsequent day of non-compliance is treated as a distinct violation. Compliant operators typically respond promptly to ISD notices, remedy identified violations within the timeframes specified, and maintain accurate registry and contact information so that notices reach the right parties. Keeping thorough records of any correspondence with ISD and tracking remedy deadlines are practices associated with staying in good standing under this provision.
General guidance for property managers — not legal advice for your specific situation. Consult an attorney for advice on your case.
Boston Municipal Code § 9-14 § 9-14.8 gives residents and other complainants a formal avenue to report potential violations affecting a residential unit by filing a complaint with ISD that includes the address, unit number, date, and nature of the alleged violation. ISD is obligated to investigate within 30 days and, if a potential violation is found, to notify the responsible operator or owner—providing a structured path toward resolution without requiring the complainant to take direct action against the landlord. Tenants who believe a violation has not been adequately addressed may monitor ISD's complaint records, consult a local tenant-rights organization familiar with Boston's short-term rental rules, or explore judicial appeal options available under Massachusetts law if a final ISD decision is unsatisfactory.
General guidance for tenants — not legal advice for your specific situation. Consult a tenant-rights organization or attorney for advice on your case.
Generated November 11, 2026 — auto-generated, not yet human-reviewed. See /transparency for methodology.
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