How to Handle Fair Housing Complaints: A Step-by-Step Guide for REALTORS®

Louisiana REALTORS® • April 10, 2025

Fair housing laws are a critical component of the real estate industry, ensuring that everyone has equal access to housing opportunities. As a Louisiana REALTOR®, understanding how to handle fair housing complaints properly is essential to protecting your reputation, maintaining compliance, and serving your clients fairly.


This guide will walk you through the step-by-step process of handling fair housing complaints so you can navigate these situations professionally and in accordance with the law.


Understanding Fair Housing Laws in Louisiana

The Fair Housing Act (FHA) prohibits discrimination in housing based on race, color, national origin, religion, sex (including gender identity and sexual orientation), disability, and familial status. In Louisiana, state laws also reinforce these protections, and additional local ordinances may apply in certain municipalities.


Failing to comply with fair housing regulations can result in serious legal and financial consequences, making it imperative for REALTORS® to understand their responsibilities.


6-Step Approach for Handling and Preventing Fair Housing Complaints

Step 1: Stay Calm and Professional When a Complaint is Filed

Receiving a fair housing complaint can be stressful, but it’s important to remain calm and approach the situation professionally. Complaints can be filed by potential buyers, renters, or third-party organizations, and they don’t always mean that a violation has occurred.

  • Listen carefully to the complaint without making immediate judgments.
  • Reassure the complainant that their concerns are taken seriously.
  • Avoid making any statements that could be interpreted as dismissive or defensive.


Step 2: Review the Fair Housing Complaint and Gather Relevant Documentation

Once you receive a fair housing complaint, review the details carefully. This may come from a client, a local fair housing agency, or the Louisiana Real Estate Commission (LREC).


Key documents to gather include:

  • Correspondence (emails, text messages, phone logs)
  • Advertising materials related to the property in question
  • Transaction records, applications, or screening criteria used
  • Any notes or logs related to interactions with the complainant


Having clear documentation can help you determine whether there is merit to the claim and how to respond appropriately.


Step 3: Consult Your Broker and Legal Counsel

If you receive a formal complaint, notify your broker immediately. Brokers often have experience dealing with fair housing issues and can provide valuable guidance.


Additionally, seeking advice from a real estate attorney who specializes in fair housing laws can help ensure that you follow the correct legal procedures. Never attempt to resolve a fair housing complaint without consulting the appropriate professionals.


Step 4: Respond to the Complaint in a Timely Manner

Most fair housing complaints are filed with the U.S. Department of Housing and Urban Development (HUD), a local fair housing office, or the Louisiana Human Rights Commission. Each agency has specific deadlines for responding to a complaint.

  • If the complaint is from HUD, you will typically have 10 days to respond.
  • If it’s filed through a local agency, check with them to confirm the response deadline.


Your response should be factual, professional, and supported by documentation. Avoid emotional language or defensive tones in your written response.


Step 5: Cooperate with Investigations and Mediation

If the complaint progresses, an investigation may take place. This can involve:

  • Interviews with involved parties
  • Review of transaction records
  • Requests for additional documentation


In some cases, mediation may be offered as an alternative to legal proceedings. Mediation can be a beneficial way to resolve disputes without litigation, especially if the issue resulted from a misunderstanding or miscommunication.


Step 6: Implement Fair Housing Best Practices to Prevent Future Complaints

To minimize the risk of fair housing complaints in the future, REALTORS® should take proactive steps, including:

  • Regular Fair Housing Training – Stay up to date with fair housing regulations by attending Louisiana REALTORS® and LREC training sessions.
  • Consistent Screening and Marketing Practices – Ensure that all applicants and clients are treated equally, using objective criteria.
  • Clear and Inclusive Communication – Avoid language in advertisements or discussions that could be perceived as discriminatory.
  • Documentation of All Transactions – Keeping thorough records helps protect you if a complaint arises.


Fair housing complaints can be a serious matter, but handling them professionally and in accordance with legal requirements will protect both your reputation and your business. By understanding fair housing laws, responding appropriately, and implementing best practices, you can ensure compliance and foster a fair and inclusive housing market.

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Update from 2025 REALTORS® Legislative Meetings

By Louisiana REALTORS® • June 6, 2025
The National Association of REALTORS® Board of Directors approved a 2026 budget with no dues increase and passed a Professional Standards Recommendation to clarify language in NAR Code of Ethics Standard of Practice 10-5, which prohibits harassment of any person or persons protected under Article 10 of the Code. A day earlier, the Executive Committee approved another Professional Standards change, revising language for Policy Statement 29 designed to ensure state and local associations can fairly and consistently enforce the Code of Ethics. Learn more about the changes. Read the revised Code of Ethics and Standards of Practice. Board members also approved a consent agenda to elect the 2026 officers and regional vice presidents . Christine Hansen of Ft. Lauderdale, Fla., was elected 2026 President-Elect, and Colin Mullane of Ashland, Ore. was elected 2026 First Vice President. The meeting opened with a video message from President Donald Trump, who welcomed REALTORS® to Washington and thanked them for support of the House-passed tax reform. NAR routinely invites the U.S. president to address REALTORS® at the Washington meetings. Over NAR's history, nine sitting presidents have addressed the association. Board Actions Approved a series of Finance Committee recommendations, accepting the association’s financial statement, approving the 2026 operating and advocacy budgets, and keeping dues at $156. The board actions also redirect $35 of the $45 Consumer Advertising Campaign assessment to operating funds. This change positions NAR to make its next settlement payment in February 2026 and maintain a balanced budget without raising total dues. The remaining $10 for the Consumer Advertising Campaign will fund optimized, metrics-driven activities that reach and engage consumers in critical markets. NAR CEO Nykia Wright and President Kevin Sears explained the shift at the opening session of the conference . Amended Standard of Practice 10-5 to give state and local associations greater clarity in how to fairly and consistently enforce Article 10 of the Code of Ethics. The amended Standard of Practice says that REALTORS®, in their capacity as real estate professionals, in association with their real estate businesses, or in their real estate-related activities, shall not harass any person or persons based on race, color, religion, sex, disability, familial status, national origin, sexual orientation, or gender identity. Made a series of recommendations to the Standards of Practice to bring the language in line with the terms of NAR’s 2024 settlement. Approved a motion to make one member of the Executive Committee a commercial practitioner who has served as chair, vice chair or liaison of an NAR commercial-related committee or forum to serve a two-year term and be independent of the 10% commercial representation requirement outlined in the NAR Constitution. Approved a recommendation from the Credentials and Campaign Rules Committee to amend qualifications for president-elect, first vice president and treasurer effective Jan. 1, 2026. Qualifications for top-line officers are now aligned with those already in place for regional vice presidents. Approved recommendations from the Member Accountability Committee related to applications for volunteer leadership and the Statement of Appropriate Event Conduct. The goal of the recommendations is to ensure members found in violation of the NAR Member Code of Conduct are properly disclosed. Award Winners NAR President Kevin Sears announced the 2025 Distinguished Service Award winners James P. Cormier , AHWD, C2EX, of Minneapolis-St. Paul, and Brooke S. Hunt , AHWD, E-PRO, SFR, SRS, C2EX , of Flower Mound, Texas. In addition, the group recognized the winner of the 2024 William R. Magel Award, Anne Marie DeCatsye , CEO of the Canopy REALTOR® Association and Canopy MLS in the Charlotte, N.C., metro area. REALTORS® Relief Foundation  During the meeting, REALTORS® Relief Foundation President Greg Hrabcak appealed to board members to make a tax-deductible donation. The fund provides housing assistance to victims in the immediate aftermath of a disaster; 100% of funds donated go to disaster relief. “We’ve had devastating wildfires in California, tornadoes in Missouri and Kentucky and flooding in West Virginia, and we’re still in the first half of this year,” Hrabcak said. Before the meeting ended, directors had donated more than $41,000.
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