Keep accommodation information separate
Do not place medical records, diagnoses, disability details, or assistance-animal documentation in a rental application, inquiry, or waiting-list message. Contact management separately so the request can be handled privately and outside the housing decision record.
1. Equal housing opportunity
Housing is offered without unlawful discrimination because of race, color, national origin, religion, sex, familial status, disability, or any additional characteristic protected by applicable state or local law. Retaliation for asserting a fair-housing right, requesting an accommodation, making a report, or assisting another person is not permitted.
The federal protections and complaint process are described by the U.S. Department of Housing and Urban Development in its Fair Housing Act overview.
2. Consistent application review
Published property criteria should be related to legitimate housing needs and applied consistently. An application is reviewed using the information requested for the relevant property, such as household fit, verified income, rental history, and any separately authorized tenant screening.
Protected characteristics, an accommodation request, or information supplied only to support an accommodation must not be used as a negative rental criterion. The portal does not make an automated approval or denial decision.
3. Tenant screening and individual review
When screening is requested, each adult completes a separate provider process. Screening information is reviewed by authorized staff for a housing purpose. A criminal-history result is not intended to create an automatic blanket denial; relevant information should receive lawful, individualized human review.
If a consumer report contributes to a denial, a higher rent or deposit, a cosigner requirement, or another unfavorable decision, the applicant receives the applicable adverse-action information, including the screening company's contact information and dispute rights. The FTC explains these rights in Tenant Background Checks and Your Rights.
An applicant may raise an accuracy concern, provide relevant context, or request an accommodation before a final decision where applicable. The screening company, rather than the portal, handles disputes about the contents of its report.
4. Reasonable accommodations and modifications
A person with a disability may ask for a reasonable change to a rule, policy, practice, service, or communication method when the change may be necessary for an equal opportunity to apply for, use, or enjoy housing. A resident may also ask about a reasonable modification to a dwelling or common area.
A request does not need special legal words or a particular form. It can be made by the person seeking housing or by someone acting on that person's behalf. Management may request only information permitted by law when the disability or disability-related need is not apparent.
Examples may include an accessible communication method, additional time or assistance completing a process, an exception to a rule, an accessible parking arrangement, or another disability-related change. Every request is considered individually.
5. Assistance animals
An assistance animal is not evaluated as an ordinary pet when a lawful reasonable-accommodation request applies. Requests are reviewed under the Fair Housing Act and other applicable law, not through a pet preference in the rental application.
HUD provides current guidance and examples on its Assistance Animals page. Do not upload medical records or assistance-animal documents to the rental application unless management provides a separate, appropriate method after a request is made.
6. How to request an accommodation
Contact the management team for the community involved through the support center. Explain the change or assistance being requested and how management should contact you. You do not need to include a diagnosis in the first request.
If a portal feature itself is creating a barrier, also review the Accessibility Statement. Management can offer another communication or submission method while a technical issue is addressed.
7. Questions and external complaints
You may contact management, HUD, or an appropriate state agency. You do not have to complete our internal process first, and contacting us does not pause an external filing deadline.
A person who believes housing discrimination occurred may contact HUD's Office of Fair Housing and Equal Opportunity through its housing-discrimination reporting page or by calling 1-800-669-9777. Because filing periods may apply, HUD advises reporting a concern promptly.
- Georgia Commission on Equal Opportunity: (404) 656-1736 or toll-free at (800) 473-6736.
- Florida Commission on Human Relations: (850) 488-7082 or toll-free at (800) 342-8170. Its current guidance states that a housing complaint must be filed within 365 days of the alleged violation.