Customer Service Archives - The Fair Housing Institute, Inc.

The Fair Housing Act Applies to HOAs: What Property Managers Must Know

The assumption that the Fair Housing Act (FHA) is exclusively a concern for rental properties is a dangerous misconception that exposes Homeowners Associations (HOAs) and property managers to significant legal liability. The fundamental legal truth is that the FHA applies to virtually all housing providers, including most HOAs and community associations. Failure to scrutinize the […]

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Guest Cards Matter: Simple Steps to Stay Compliant

Documentation is one of the most effective tools for ensuring compliance with fair housing laws. One commonly used but often underestimated tool is the guest card—also known by various names depending on the software or system in use. While guest cards are frequently seen as a sales or customer service tool, they play a crucial

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Payments and Communication – Can You Limit Them?

In the ever-evolving landscape of the property management industry, ensuring adherence to fair housing principles is paramount. As landlords and property managers navigate the challenges and responsibilities of their roles, understanding the importance of equitable practices is essential. One area garnering increasing attention is the choice and limitation of communication and payment methods. Let’s delve

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Fair Housing and Superior Customer Service

Do customer service and fair housing go hand in hand? Can you have one without the other? This episode shows how superior customer service is the key to fewer fair housing complaints. It stands to reason that any company with good customer service training will have fewer fair housing complaints. Customers that feel honestly heard

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Housing Discrimination Against LGBTQ+ Prospects

Episode 28 of Fair Housing Insiders What does the executive order signed by President Biden on January 25, 2021, mean for the housing community? With the updated guidelines, what can we expect from HUD (Department of Housing and Urban Development) regarding sexual orientation and gender identity, and what should we be doing now to avoid

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Your Resident Requested a Reasonable Accommodation – Did You Hear It?

Episode 23 of Fair Housing Insiders Our latest episode focuses again on communication. Your resident requested a reasonable accommodation: did you hear it? Residents may not always communicate effectively. This is why all staff need to be trained to listen carefully, especially when dealing with reasonable accommodation requests.

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Woman wrapped in blanket blowing her nose due to allergies

Resident Allergies – Reasonable Accommodation?

Episode 22 of Fair Housing Insiders Allergies are a complex topic. They range in type as well as severity. When do they rise to meet the criteria for granting a reasonable accommodation?

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Fair Housing and Communication – Pt 2 – Communicating with Prospects

Episode 21 of Fair Housing Insiders Telephone fair housing training is a crucial component. Today we again discuss the importance of fair housing training, communication, and supervision.

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Fair Housing Testers – Testing For Housing Discrimination

In this episode, we talk about fair housing testers. What are some of the most common issues that get reported when testers call or visit properties? Be sure to check out the full episode and share it with your property management team. What you will learn in this article:

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Fair Housing Holiday Tips

In this episode, we talk about fair housing and the holidays. What are some tips and best practices when preparing for the holidays and being fully inclusive? Be sure to check out the full episode and share it with your property management maintenance team.

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