One Mistake Away: Fair Housing Violations Your Maintenance Team Is Making Right Now

Your maintenance team is on the front lines of fair housing compliance - are they ready?

Maintenance professionals are often the most frequent point of contact with residents, yet they're routinely left out of fair housing training. That's a costly oversight. Every service request, every unit entry, every resident interaction carries real compliance risk when not handled consistently and professionally.

With over 8,300 fair housing complaints filed each year, many tied to everyday interactions like maintenance, the risk is higher than most teams realize.

Here's what makes this especially urgent: many fair housing complaints don't come from bad intentions. They come from team members trying to be helpful, not knowing proper procedure, or simply being unaware of the rules. Good people. Costly mistakes. And your community pays the price.

While no training can eliminate every complaint, one thing is clear - regularly training everyone in a customer-facing role significantly reduces your exposure. This session is built to do exactly that.

Designed specifically for maintenance teams and the leaders who support them, this results-driven webinar cuts through the complexity and delivers what your team actually needs: a clear understanding of how fair housing laws apply to their daily responsibilities, where the most common risks are hiding, and how small, simple behavior changes can prevent expensive — and reputation-damaging — mistakes.

What You'll Learn

• Why maintenance-related complaints rank among the most frequent fair housing issues filed
• How something as routine as inconsistent response times can create the appearance of discrimination
• The hidden dangers of favoritism, informal exceptions, and verbal agreements with residents
• Exactly what maintenance staff should — and should not — say during resident interactions
• Practical, manageable strategies for training your maintenance team on fair housing without overwhelming them

What You'll Walk Away Able to Do

• Clearly identify how fair housing laws apply specifically to maintenance roles and responsibilities
• Spot high-risk interactions and behaviors before they become complaints
• Apply consistent service practices across all residents - every time
• Respond confidently and appropriately to resident complaints, requests, and common questions

Who Should Attend

This session is essential for anyone responsible for property operations and resident-facing service:

Community Managers & Directors · Multi-Site, Area & Regional Managers · Leasing Managers · Maintenance Supervisors · Maintenance Technicians · Training, Compliance & HR Professionals

Don't wait for a complaint to find out what your team didn't know. Equip them today.

Speaker(s)

Doug Chasick

Doug Chasick, CPM®, CAPS, Adv. RAM, SLE, That Fair Housing Guy™, is the former President of the Fair Housing Institute, Inc. With more than 46 years of investment real estate experience, he began as the Resident Manager of a 524-unit apartment property and has been the President or CEO of five real estate companies, responsible for portfolios of over 28,000 apartments. Doug was awarded his CPM® in 1979 and was a member of the IREM National Faculty for eight years. A Senior Instructor member of the NAAEI Faculty, he leads the Advanced Facilitator Training course, is the co-author of “Outstanding Facilitation Techniques”, and a co-author of the joint IREM & NAAEI “Fair Housing and Beyond” course. He is a licensed Real Estate Broker in Florida, a licensed Expert Fair Housing Instructor in the Commonwealth of Virginia, and the recipient of the NAAEI Apartment Career & Education award.

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