How to Handle an ESA Request in a California Rental

A resident asks to keep an emotional support animal (ESA). Record the request, spot the reviewer, and explain the next step. A clear first response helps the person supply any needed facts and gives the team a way to keep the review moving.

This workflow concerns ESA requests in covered State housing. Trained service animals follow a narrower inquiry. For the owner's duties, see our State ESA owner guide.

1. Receive and acknowledge the request

Accept oral requests, written requests, and requests through a agent. No clear form or legal terminology is needed. Requests can arrive during leasing or an current tenancy.

Record the receipt date, requested animal-plan gap, and urgency. Assign a contact and acknowledge receipt. Same-business-day acknowledgment is a useful running standard. The legal rule is prompt review according to the circumstances, rather than a universal final-choice deadline.

We've received your request to keep an emotional support animal. [Name] is your contact for the review. We'll let you know whether more facts is needed and give an update by [date].

2. Identify the missing information

Before asking for files, find whether disability and the disability-related need are already apparent, known, or reliably set. Request only an element that remains unclear. Once enough reliable facts exists, stop requesting check.

The inquiry can set the connection between the animal and equal use and enjoyment of housing. It cannot demand a diagnosis, medical records, unrelated past, or a blanket medical release. Reliable support may come from the requester or an informed third party. Section 12178.

3. Review support and any specific concern

An ESA needs no registration or task training. A vest, checks card, or purchased proof form alone may not set need. Records based on legitimate individualized online care can be reliable. Explain an insufficient submission's clear gap and allow more reliable facts.

AB 468's states for practitioners giving emotional-support-dog records don't create a universal housing rule for a clinical letter. See CRD's current ESA FAQ.

Refer disputed support, many animals, conflicting disability-related needs. Proposed denials to the approved choice maker. For an incident, record what the particular animal did, when it happened, and the actual consequence. Ordinary pet restrictions and guesses about a breed don't set grounds for denial. Review key risk reduction and the limited denial grounds individually. Section 12185.

4. Communicate the decision and next action

An sign-off identifies the animals and plan gap. An facts request states what is missing and acceptable ways to supply it. A denial needs a permitted reason supported by person facts. Avoid reproducing disability details in routine correspondence.

If the original request cannot be granted for a permitted reason, seek and discuss equally strong alternatives. Give big weight to the requester's needs and preferences. A proposed alternative must actually meet the housing need. Keep updates moving while review keeps. Timing and interactive-step rules.

5. Verify implementation before closing

Check the animal records and repeat charges after sign-off. Pet rent, pet deposits, animal-related fees, and animal-clear risk-plan rules don't apply. Review disputed earlier charges separately before promising a correction.

Restrict access to supporting disability facts. Routine records should show status and the person in charge for the next action. Keep the request open while access or use problems remain open.

Reviewed September 30, 2026: HUD's May 22, 2026 animal-accommodation enforcement memorandum focuses FHEO reasonable-cause findings and recommended charges on trained disability-assistance animals and preserves private court actions. CRD confirms State's ESA protections keep. This workflow applies the State rules.

ESA request review checklist

Use this checklist alongside the guidance above.

Open the ESA checklist in a new tab.