IF YOU ONLY REQUIRE ADDITIONAL VERIFICATION FOR THE LETTERS THAT LOOK FISHY, YOU’RE THE ONE BREAKING THE LAW.
THE VERIFICATION MINDSET: UNDERSTANDING THE LINK
Think of an ESA request like verifying a professional license or a contractor’s bond. You aren’t grilling the applicant because you’re suspicious; you are simply validating that the request meets a specific legal standard. To do this effectively, you must focus on the direct, documented link between the individual’s disability and the assistance the animal provides. When a resident submits a letter, your job is to ensure it comes from a reliable source. Under HUD guidelines, a reliable source is a healthcare professional with personal knowledge of the patient. If a letter comes from a website that sells registries or IDs after a three-minute survey, it often lacks the professional relationship required by law. However, the key to staying safe is applying the same verification steps to every request. If you only require additional verification for the letters that look fishy, you’re the one breaking the law. Consistency is your best defense against an ESA “sting” operation.
Avoid saying:
“This letter looks fake; we need to talk to your actual doctor.” Using words like “fake” or “scam” creates a hostile environment, whereas sticking to standard processes and procedures keeps you on firm legal ground.
Say this instead:
“We have a standard verification process to confirm the requested accommodation with your verifier.”
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