“WHAT KIND OF PEOPLE LIVE HERE?”

Now that is a loaded question! "What types of people live here"? Just what does the rental prospect mean by that question? Is it just a harmless question asked from an innocent curiosity about who lives at the property? Or is this prospect digging for information that you cannot discuss? Could they be asking you to answer a question that would put you in jeopardy of breaking the federal Fair Housing laws?

Frankly, it is not our business to question the prospect’s motivation or intention. But this is a question we must answer appropriately or there could be serious Fair Housing violations that might cost thousands of dollars in fines! When asked about what kinds of people live at the community, here is an answer that is not only legal but also friendly and professional.

"I am glad you asked that question! This community is an equal opportunity renter. We welcome anyone who completes an application, meets our qualifying standards, and wants to live here."

This will not leave the impression with the prospect that you think they are asking about race, color, national origin, or other classes that are protected by the federal Fair Housing laws. However, if that answer does not stop the questions, an appropriate follow up response might be:

"We don’t keep any records like that. Even if I could answer that question, I’d be violating not only our company policy but also federal Fair Housing laws. If you are not familiar with that law, you might want to read the explanation on our Fair Housing poster right there on the wall."

You can point to the Fair Housing Poster in the office and continue:

"I would be happy to show you an apartment, but I cannot answer that question."

Remember to smile and be courteous as you answer their question.

“IS IT SAFE HERE?”

A prospect might ask, “Is it safe here?” or “Do you offer security?” We must avoid offering any statements to guarantee the property is a “safe” or “secure” place to live. What can be said is that crime knows no boundaries, and that no one can guarantee another individual’s safety no matter where they live.

Another viable option is to refer the prospect to the local police department for a report on incidents in the area. You can say that the property does not track statistics like this and that you encourage everyone to be responsible for their own safety. Pointing out an onsite “courtesy officer” who may drive through the community in the evenings or an access gate that helps limit traffic into the property will often give the prospect that little boost of confidence they need to feel like they could call the community home.

Fair Housing law is an aspect of property management that is critical for success. Ellis recommends that all onsite professionals attend a Fair Housing seminar at the beginning of their career and find ways to update their Fair Housing knowledge on an annual basis.