Nobody ever wants to face a fair housing complaint, but unfortunately, they are a reality in the housing industry. In this episode, we will focus on eight critical steps that will help you face a complaint in a calm and focused manner to help you achieve a better outcome.

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Learn more about the eight steps here:
00:00 Intro
3:19 Thoroughly read the letter to understand the allegation, who is the complainant, and which agency will be handling the investigation
5:33 Decide whether to hire a fair housing attorney or if the property/company will defend the case
8:16 Pull all the relevant files, emails, and texts involving the allegation
9:18Talk to the employees involved in the allegation to understand what happened
11:58 Create a chronology of the contacts with the complainant and the applicable documents
13:04 Review the applicable policies, forms, and recent training involved in the allegation
14:31 Decide whether there were mistakes made by staff. If so, attempt to conciliate the complaint.
17:03 Decide whether policies, forms, and training should be improved to avoid similar complaints

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