What to Say (and not say) to Applicants

Applying for an apartment might seem simple—but for affordable housing, it’s anything but. Many applicants don’t know what to expect, and management often assumes they do. That’s where miscommunication begins, and no one wants to start the resident experience on the wrong foot. 

Here are five easy tips (plus a bonus tool!) to help you set the right tone from the start: 

Be Up Front About Criteria 

Don’t wait until the end of the process to talk eligibility. Give applicants a clear, plain-language summary of your screening criteria up front. Sure, the official tenant selection plan is detailed, but a simplified version with approval/rejection standards saves everyone time. Applicants who know they don’t qualify generally won’t apply—and you won’t waste time processing files you’ll have to deny. However, be sure to allow anyone to submit an application if they want to. 

Explain the Process Clearly 

Affordable housing applications require more than a signature. Applicants need to know you’ll collect documentation about household size, income, assets, and student status—and that processing takes time. Be ready to share your typical turnaround time, stress the importance of quick communication, and confirm you have accurate contact details. A little transparency goes a long way. 

Set Expectations for Documents 

Nothing slows things down like chasing missing paperwork. Provide a checklist of required documents so applicants can submit everything up front. The more complete the application, the smoother the process—and the happier everyone will be. 

Don’t Make Promises 

Applicants want certainty, especially if they’re eager to move in quickly. But with so many variables in eligibility determination, guarantees just aren’t possible. Instead, try this: 

“I can’t guarantee approval or denial, but if you provide everything we need and communicate quickly, we should be able to process your application within our average turnaround time and give you a solid answer of approval or denial.” This sets realistic expectations without overcommitting. 

When in Doubt, Don’t Guess 

If you’re unsure of the answer to a question—pause. Guessing can lead to confusion, complaints, or even fair housing issues. Instead, let the applicant know you’ll double-check and get back to them. Contact your compliance team, or us for help! Accurate answers protect both you and the applicant. 

Bonus Tool: Applicant Information Letter 

To make things even easier, check out our customizable letter below that you can hand out with every application. It outlines key requirements and sets expectations up front saving you time and making the process easier for applicants. Please remember, this is a template and needs to be updated to suit your management and program requirements.

Application Instruction Letter.docx

Download DOCX • 8KB