ESA Verification Policy Template for Property Managers (2026)

A good ESA verification policy tells your team exactly how to receive an assistance animal request, what documentation can be reviewed, how quickly to respond, and how to keep records. Applying the same written steps to every request keeps reviews fair, fast and well documented.

Below is a plain-language template you can adapt for your portfolio, followed by tips for rolling it out across your leasing team. It is a starting point, not legal advice, so have your fair housing counsel review the final version for your state.

Why a written policy helps your team

• Consistency. Every resident gets the same process, which supports fair housing best practices.
• Speed. Leasing staff know the next step without escalating every request.
• Clean records. Dates, documents and decisions are stored in one place.
• Better resident experience. Clear expectations reduce back-and-forth and frustration.

If you are building your broader process, our pet verification checklist pairs well with this template.

The policy template

1. Purpose

“[Company] reviews requests for assistance animals, including emotional support animals and service animals, in line with fair housing laws. This policy explains how requests are received, reviewed and recorded.”

2. How residents can make a request

“Residents and applicants may request an accommodation verbally or in writing. Staff will record the date of every request and route it to [role] within one business day. Residents may use our online portal, but are not required to.”

3. What may be reviewed

• Whether the need for the animal is apparent. If it is, no further documentation is requested.
• If the need is not apparent, reliable documentation from a licensed health professional who has knowledge of the resident's need.
• The professional's license type, license number and issuing state, checked against the state licensing board.
• Basic animal information needed for building records, such as type and name.

4. What staff will not request

• A diagnosis or medical records.
• Pet fees, pet rent or pet deposits for approved assistance animals.
• Proof of certification or registration from a registry.
• Training documentation for an emotional support animal.

5. Response timeline

“We acknowledge each request within [2] business days and aim to complete the review within [10] business days. If more information is needed, we explain what is needed and why, in writing.”

6. Recordkeeping and privacy

“Documents are stored securely, separate from the general tenant file, and shared only with staff who need them to process the request.”

7. Animal conduct

“All animals on the property are subject to the same reasonable rules about noise, waste cleanup and damage that apply to every resident.”

How to verify a clinician's license

1. Note the license type, number and state on the letter.
2. Search the state licensing board's public lookup for that profession.
3. Confirm the name matches and the license is active.
4. Record the date you checked and save a screenshot to the file.

Our guide on how to verify an ESA letter goes into each step. Total Pet Check can handle this review for you and log the results automatically.

Rolling the policy out to your leasing team

• Share a one-page summary at your next team meeting.
• Add the response timeline to your property calendar or task system.
• Use one intake form for every property so records look the same.
• Review a sample of decisions each quarter to confirm the steps are being followed.
• Update the template when your counsel advises a change.

Teams that connect verification to their property management software save the most time. See how the AppFolio integration works.

Common mistakes the template helps you avoid

• Handling requests differently at each property.
• Asking for information beyond what is needed to review the request.
• Charging pet fees on an approved assistance animal.
• Letting requests sit without a written response.
• Storing sensitive documents in the general tenant file.

Sample resident communication

Clear, friendly messages make the process easier for everyone. You can adapt these for your portal or email templates.

Acknowledging a request

“Thank you for your accommodation request. We received it on [date] and will respond by [date]. If we need any additional information, we will let you know what is needed and why.”

Requesting more information

“Thank you for sending your documentation. To complete our review, please provide [specific item], such as the license number of the professional who wrote your letter.”

Approving a request

“Your request has been approved. Your animal is welcome at [property]. No pet fees, pet rent or pet deposits apply. Standard community rules about noise, waste cleanup and damage apply to all residents.”

Building a review file that stands up to questions

A tidy file makes it easy to show that each request was handled the same way. For every request, record:

• The date the request was received and how it arrived.
• The documents reviewed and the date of each license check.
• Any follow-up questions sent and the date of the reply.
• The final decision, the date it was communicated and who made it.
• Any agreed conduct expectations for the animal.

Total Pet Check keeps these records together for each unit and syncs with tools like AppFolio, so your team spends less time searching inboxes and more time leasing. See how a fair, consistent pet policy helps residents and owners alike.

Training checklist for leasing staff

• Know how to recognize a request, even if the resident does not use the word “accommodation”.
• Route every request the same day it arrives.
• Do not ask for a diagnosis.
• Use the approved templates for every message.
• Escalate unusual situations to your compliance lead.

Let Total Pet Check run the process for you

Total Pet Check is free for property managers. Residents pay a small annual screening fee of $30 per pet, and there is no fee for verified ESA or PSD animals or for residents with no pets. Your team gets one dashboard for pet profiles, assistance animal reviews and records. Create your free account to get started.

Frequently asked questions

What should an ESA verification policy include?

A clear way to receive requests, what documentation may be reviewed when the need is not apparent, what staff will not ask for, response timelines, recordkeeping rules and animal conduct expectations.

Can a property manager charge pet fees for an emotional support animal?

Under fair housing guidance, approved assistance animals are generally not charged pet fees, pet rent or pet deposits. Residents remain responsible for any damage the animal causes.

How long should an ESA request review take?

Many property managers acknowledge requests within a couple of business days and complete reviews within about 10 business days. Put your timeline in writing and follow it consistently.

Can I ask for a diagnosis?

No. You may review reliable documentation of the need when it is not apparent, but you should not request a diagnosis or medical records.

How much does Total Pet Check cost property managers?

Nothing. Total Pet Check is free for property managers. Residents pay $30 per pet per year, and verified ESA and PSD animals are $0.

Is this template legal advice?

No. It is a starting point. Have your fair housing counsel review your final policy for your state and portfolio.