The Fair Housing Act (FHA) requires property managers to provide reasonable accommodations for residents with disabilities to ensure equal access and enjoyment of their homes. However, not all requests are deemed reasonable. Understanding how to navigate accommodation requests that may be considered unreasonable is essential for property managers who want to stay compliant with the law while also effectively managing their property.

An accommodation request is considered unreasonable if it places an undue financial or administrative burden on the property or fundamentally alters the nature of the property's services. Determining whether a request is unreasonable requires property managers to assess several factors, including cost, available resources, and the impact on the property's operations.

For example, a request for extensive structural modifications, such as installing an elevator in a small two-story building without one, may be deemed unreasonable due to the significant financial burden it would impose. Similarly, requests for personal services, such as requiring property staff to provide daily care for a resident, can be classified as unreasonable because they fundamentally alter the services typically provided by housing providers.

• Undue Financial Burden: A resident requests modifications that require extensive construction, such as widening all hallways in a property to accommodate a larger wheelchair. For smaller properties with limited budgets, this request could impose an undue financial burden.
• Administrative Strain: A resident asks for a 24/7 on-call maintenance service to accommodate their needs. This request could be considered unreasonable because it would require significant staffing adjustments that may not be feasible for the property management team.
• Fundamental Alterations: A request that requires the property to provide services beyond its typical offerings—such as providing specialized transportation or personal caregiving—is often classified as unreasonable. Property managers are not required to alter the fundamental nature of their operations to accommodate a resident.

Even when a request is deemed unreasonable, property managers should not simply deny it and move on. Instead, the Fair Housing Act encourages managers to engage in an interactive process with the resident. The goal of this process is to explore alternative accommodations that meet the resident's needs without imposing an undue burden on the property.

For instance, if a resident requests a modification that is too costly, such as installing a ramp at every entrance of the property, a reasonable alternative might be to install a ramp at one entrance that is accessible to the resident. Engaging in this kind of dialogue not only shows a willingness to accommodate but also helps ensure compliance with fair housing regulations.

The interactive process should be approached with empathy and a genuine desire to find a solution. Documenting every conversation and action taken is critical, as it demonstrates that the property manager made an effort to accommodate the resident in a fair and reasonable way.

Property managers should establish consistent criteria for evaluating accommodation requests to maintain fairness and compliance with fair housing laws. Every request must be assessed individually, but having clear guidelines helps ensure that decisions are made fairly and objectively.

Consistency can be maintained by:

• Creating Written Policies: Establishing clear, written policies regarding accommodation requests helps set expectations for residents and provides a consistent framework for property managers to follow.
• Training Staff: Regular training on fair housing requirements and the process for evaluating requests helps ensure that all staff members understand how to handle accommodation requests consistently.
• Documenting Decisions: Keeping detailed records of each request, the evaluation process, and any follow-up discussions or alternative accommodations offered is crucial. Documentation helps protect the property from liability if a resident claims their request was unfairly denied.

Engaging in dialogue with residents is crucial, even when a request seems unreasonable, as it helps to understand their needs and may lead to a minor modification or adjustment that resolves the issue without undue burden.

Being transparent is also important—communicating openly about why a particular request may be considered unreasonable helps set realistic expectations and prevents misunderstandings. If a request cannot be granted, offering alternative solutions demonstrates a willingness to work with the resident and can help avoid potential fair housing complaints.

Additionally, consulting legal counsel specializing in fair housing is advisable if there is any uncertainty about the reasonableness of a request or how to proceed, ensuring that actions are compliant with the law.

Navigating unreasonable accommodation requests can be challenging, but by engaging in the interactive process, maintaining transparency, and striving for fair alternatives, property managers can create a more inclusive community while managing their responsibilities effectively. The key is to treat each request with care, document all actions, and remain committed to finding reasonable solutions wherever possible. By doing so, property managers not only uphold fair housing principles but also foster a community of trust and mutual respect.