How service animals and ESAs fit into your pet management strategy

Assistance animal accommodation requests are notoriously nuanced, that's why it's imperative for multifamily properties to plan for these situations.

With pet ownership on the rise, the multifamily industry has seen an uptick in the number of service and emotional support animals (ESAs) onsite. 

Assistance animal accommodation requests are notoriously nuanced, that’s why it’s imperative for multifamily properties to include this growing population of tenants in its pet management strategy. 

An effective pet management strategy isn’t just about the oversight of pets on property; it’s about building a pet-inclusive community that allows pet owners, non-pet owners, and management to live and thrive harmoniously. 

Your pet management strategy should emphasize pet inclusiveness, while also holding owners – and their four-legged friends – accountable. In the case of accommodation requests, multifamily properties should build out strategies that properly manage these pets and abide by The Fair Housing Act, and while ensuring the entire community thrives. 

What’s complicated about accommodation requests 

For a pet to be accepted as an ESA or service animal, the owner must submit an accommodation request to be thoroughly reviewed by an apartment community’s onsite team or third-party. 

The problem is that assistance animal accommodation requests are notoriously nuanced, meaning multifamily communities are bound to come across a few “bad actors” trying to pass off their pets as ESAs or service animals, and which can create a world of problems for both onsite teams and the entire property if left unchecked. 

In cases of dishonesty, it’s not uncommon for onsite teams to feel scared or uncertain of what to do, but those that fail to hold dishonest residents accountable put themselves and their community at risk. 

The Fair Housing Act requires multifamily communities to accommodate renters with ESAs and service animals, but it doesn’t bar them from asking questions or investigating each case thoroughly. 

To continue accommodating residents with a legitimate need while also curtailing dishonesty, property teams should consider the following when considering how ESAs and service animals fold into their larger pet management strategy. 

Your pet management strategy should emphasize pet inclusiveness, while also holding owners and their four-legged-friends accountable.

There’s a difference between service animals and ESAs – know it 

“Service” and “emotional support” are used interchangeably so often that it can be easy to forget that they’re not the same, and knowing the difference can be one of the easiest ways for property teams to identify “bad actors.” 

Service animals are trained to perform a specific task for their owner, like a seeing eye dog. ESAs on the other hand, don’t need to be trained to perform a specific task but rather provide companionship and alleviate symptoms of mental or emotional stress. The latter is easier for pet owners to take advantage of because ESAs aren’t typically associated with disabilities that are readily observable. 

In those instances, it’s on the property team to inquire further with the resident so that the connection between their need and how the assistance animal fulfills it can be established. Onsite teams may consider creating a framework to help guide their questioning and ensure they’re hitting the right points. 

Breed, weight, and occupancy restrictions can be a key motivator for fraud 

For most pet owners, breed and weight restrictions are a defining factor in decision making – and in some cases, a catalyst for fraud. 

Residents whose pets fall on the restricted list may resort to being dishonest about their “assistance animal” because it’s the only way they can live with them onsite. These residents aren’t typically trying to avoid additional fees or pet rent, just finding a way to keep their pet with them when they move. 

Amending or eliminating breed, weight, and occupancy restrictions is an existing strategy for properties with the goal of pet inclusiveness, but it can also reduce fraud attempts and restore revenue back to the property. 

You can ask for additional documentation – and you don’t have to take it at face value 

If still unsure, property teams can require the resident provide documentation from a licensed mental health professional or physician outlining the existence of the individual’s disability and why there’s a need for an assistance animal. Property teams should also opt to follow up with the physician or psychiatrist directly when possible as this kind of documentation can be easily secured via third-party websites by filling out a few forms. 

Creating a pet-inclusive community 

Far too often, we see property managers and onsite teams being bogged down by the pressures of creating pet-inclusive communities. 

Pet DNA matching is the most effective way for multifamily properties to manage pets, and thousands of communities have already tapped into the power of this biotechnology. 

At PooPrints, we give multifamily communities the tools they need to establish pet management policies that encourage responsible pet ownership, while still maintaining pet-inclusivity. 

While unscooped pet waste is much more straightforward than accommodating ESAs and service animals, both are significant to the growing demand for properties to prioritize and adapt to the needs of pet-owning residents. 

By: McKenzie Towns, Director of Customer Experience at PooPrints