Understanding which service animal inquiries landlords can ask under the Fair Housing Act

Title: The right questions about tenants’ service animals—and what to skip

Imagine this: a tenant explains that they rely on a service animal to navigate daily life. As a property manager, you want to handle the situation with fairness, clarity, and respect. One question, however, can cross a boundary and become personal information that isn’t your business to know. So, what exactly should you ask—and what should you leave out?

Let me spell it out: not every question about a service animal is appropriate. In fact, there’s a single inquiry that isn’t valid at all. The answer matters because it safeguards privacy while keeping the door open for reasonable accommodations.

What not to ask about a tenant’s service animal

• What is your disability?

• Is this your disability?

• What’s the medical condition that requires the animal?

If you’re ever unsure, remember this simple rule: avoid disclosures about the person’s health or the specifics of their medical condition. The law is clear that people don’t have to reveal the nature of their disability to access a service animal. Privacy isn’t optional here—it’s the baseline.

That said, there are questions that are perfectly appropriate—and, frankly, essential—to ensure a legitimate need and a safe, accessible living environment.

What you can ask: the two practical, legitimate questions

• Is the animal trained to do tasks for the tenant’s disability?

• What specific tasks does the animal perform that assist the tenant?

These two questions keep the focus on the animal’s function, not on the passenger behind it. They help determine whether the animal meets the legal definition of a service animal or a reasonable accommodation under the Fair Housing framework. They also avoid prying into private medical details.

Let me explain why these questions work. When a tenant says they need a service animal, you’re balancing two priorities: the landlord’s responsibilities and the tenant’s rights. By asking about the animal’s training and its practical tasks, you’re confirming that the animal is there to assist with a disability, rather than to fulfill some unrelated preference. It’s a straight line from need to accommodation, not a detour into personal health information.

The privacy principle in practice

Privacy matters for two good reasons: dignity and trust. People don’t want their medical history shared in the hallway of a rental building, and they shouldn’t have to.

• dignity: everyone deserves to be treated as a person, not a medical file.

• trust: a transparent process helps both sides feel secure. If you’re clear about what you’re asking and why, the tenant can engage without hesitation.

This approach also helps keep conversations professional and productive. You’re solving a real problem—how to live comfortably with a disability—without turning the discussion into a medical interview.

A quick playbook for landlords and property managers

• Have a simple policy: outline the two permissible questions up front for staff use. Keep it short and practical.

• Train your team: role-play common scenarios so every team member can handle inquiries consistently and respectfully.

• Document decisions: keep a brief note of the questions asked and the responses, while preserving privacy.

• Focus on the animal, not the person: slip into a collaborative mindset. The goal is accommodation, not interrogation.

• Check lease language: ensure your lease accommodates assistance animals without treating them as ordinary pets, while avoiding language that could stigmatize tenants with disabilities.

A few helpful distinctions

• Service animal vs. emotional support animal: the line can blur in everyday talk. The key is to distinguish whether the animal provides a task-related service (more clearly within FHA scope) or offers emotional comfort (which can also be a reasonable accommodation, but documentation requirements may vary by jurisdiction).

• Documentation: in many cases, you may request documentation to establish the need only if it isn’t obvious from the situation. Don’t pressure the tenant to reveal health details; ask for information that confirms the accommodation is needed and that the animal is trained to perform tasks.

A practical example—how it plays out

Let’s walk through a brief, real-world style exchange:

Landlord: “Is the animal trained to perform tasks that assist you?”

Tenant: “Yes. It helps me navigate stairs and locate my bell for emergencies.”

Landlord: “What tasks does it perform?”

Tenant: “It alerts me to oncoming obstacles and retrieves items I drop in the apartment.”

Landlord: “Thanks for clarifying. Can you provide any documentation that supports the need?”

Tenant: “I can share a doctor’s note if you need it, but I prefer not to disclose medical details.”

Landlord: “That’s completely fine. We just need enough to confirm the accommodation, and we’ll keep everything confidential.”

Notice how the exchange stays focused on the animal and its function, not on personal health information. It’s a practical, respectful path that honors both sides’ needs.

Common concerns and how to address them

• Noise or safety worries: Some residents worry about behavior or odor. Address these with standard house rules and clear expectations for the animal’s behavior, care, and supervision. Most tenants are conscientious, and a well-behaved service animal is a non-issue when expectations are set.

• Pet policies vs. service animal rights: Distinguish between general pet rules and accommodations for disabilities. The former can’t override the latter; the latter must be weighed against safety and housing policies but should not be used to discriminate.

• What if the animal isn’t clearly trained? Ask for specific tasks and, if needed, a brief demonstration or documentation showing training relates to the disability. Avoid questions about the disability itself, and focus on the animal’s function.

The bigger picture: inclusive housing as a shared value

Respecting privacy and ensuring access isn’t just about ticking legal boxes. It’s about creating communities where people with disabilities can live with dignity and independence. When you handle service animal inquiries with empathy and precision, you help everyone feel welcome. That trust compounds over time—neighbors feel safer, staff feel confident, and tenants feel seen.

A light touch of practical wisdom

• Keep it human: a little warmth goes a long way. People respond to clear language and reasonable boundaries.

• Use plain language: avoid legal jargon. People understand questions when they’re direct and relevant.

• Be consistent: apply the same questions and standards to everyone. Consistency is the backbone of fairness.

Resources to consult when needed

• Local housing authority guidance on service animals and emotional support animals

• HUD’s guidelines on fair housing and assistive animals

• ADA resources for service animals in housing contexts

• Templates for accommodation requests and staff training checklists

In short, the not-okay question—What is your disability?—shows up here as a boundary to respect. It’s a reminder that the law isn’t asking for medical diaries; it’s asking for thoughtful, relevant information about the animal and its role in enabling a tenant’s life.

If you’re in the property management space, you’re not alone in navigating these conversations. A steady approach—prioritize the animal’s training and tasks, protect privacy, and keep lines of communication open—will serve you and the people you work with well. And if you ever stumble on a tricky moment, slow down, refocus on the two allowed questions, and bring the matter back to the practical needs: safety, access, and dignity.

If you’d like, I can tailor a short, practical checklist for your team or draft a sample tenant-facing notice that explains how inquiries about service animals will be handled. Either way, the core idea remains the same: keep the conversation respectful, purposeful, and about the animal’s role in supporting the tenant’s life.