Compliance Inbox: Refusal to Sign Paperwork

Question: What should we do if someone refuses to sign paperwork?

Answer: It depends on what the paperwork is and why they are refusing to sign. First, try to understand their concern. Often, simply explaining why the document is needed and that it is required is enough.

For example, I once worked with a resident who did not want to sign a general release because they felt it was “overreaching.” We were able to offer an alternative that limited the release to the specific information we needed.

Also consider whether they believe the information is incorrect. If so, work with the individual to understand their concern and make every effort to address it and obtain accurate information.

There will also be times when someone simply refuses to sign anything. If they are an applicant, the application may be denied for failing to provide the information necessary to determine eligibility. If they are a resident, the lease may require them to provide certain information upon request or as part of the recertification process. In those cases, a lease violation may be appropriate.

Regardless of the situation, document all attempts to obtain the required information and your communication with the individual. If you are an on-site manager, I strongly recommend escalating these situations to your supervisor for guidance and assistance.