Make the right introduction. Ask the right questions. Follow up with confidence.
Imagine finding an apartment that looks perfect for your household. The rent appears suitable. The location works for you. The apartment has the space you need.
You want to contact the landlord or broker, but you are unsure what to say. Should you call or send a message? Should you mention your housing voucher? What questions should you ask? What if the landlord does not respond? What if the broker says they do not work with voucher holders?
For many housing seekers, communicating with landlords and brokers can be one of the most uncomfortable parts of finding an apartment. This is especially true for people transitioning from shelters into permanent housing, individuals using rental assistance, and first-time renters unfamiliar with the application process.
At The Housing Specialist™, we believe that good communication is an important housing-search skill that anyone can learn. You do not need to sound like a real estate professional. You need to communicate clearly, ask useful questions, protect your information, and understand what happens next.
This guide will show you how.
Before contacting someone about an apartment, it helps to understand their role.
A landlord is the person or organization responsible for renting out a property. Some landlords manage their properties directly, while others hire property managers or brokers.
A property manager may handle rental inquiries, applications, maintenance, and communication on behalf of a property owner.
A licensed real estate broker or agent may advertise available apartments, arrange viewings, communicate with applicants, and assist with the rental process. In New York, real estate salespersons work under the supervision of a licensed broker. A broker or agent does not necessarily own the property being advertised.
Understanding who you are dealing with helps you ask appropriate questions and identify who can make decisions about the apartment. For example, a broker may need to confirm information with the landlord before giving you an answer.
Your next step: Before sharing sensitive information or making payments, verify who is representing the apartment and their authority to do so.
A successful apartment inquiry begins before you pick up the phone. Take a moment to review the listing. Make sure you know:
If you are using CityFHEPS, FHEPS, Section 8, or another rental-assistance program, review the information provided by your Housing Specialist or administering agency. You should understand the requirements that apply to your housing search before making commitments.
When you contact a landlord or broker, you may have only a short opportunity to ask questions. Being prepared helps you avoid forgetting important details or having to contact the same person repeatedly. You do not need to explain your entire personal history during your first inquiry. Your immediate goal is usually simple: confirm that the apartment is available and find out how to proceed.
Different landlords and brokers prefer different methods of communication. Some provide a telephone number. Others use email, a rental website, or an online application system. Whenever possible, follow the contact method provided in the listing.
There is no single correct method. Use the contact method requested by the advertiser, and keep records of important information. If you receive significant instructions over the telephone, consider politely asking for written confirmation.
Your first communication should be clear, respectful, and focused on the apartment. You do not need to use complicated language. A good inquiry usually includes:
Avoid sending messages that contain no useful information, such as simply writing “Apartment?” without identifying the property. Do not send the same message repeatedly within a short period. Avoid making promises about payments or move-in arrangements before understanding the requirements. Do not provide unnecessary personal details to someone you have not verified.
Not sure how to begin a telephone conversation? Our downloadable Landlord Call Script provides a practical starting point you can adapt to your situation.
View Landlord Call Script & Download Free PDFAvailable in the THS Download Centre.
One of the biggest concerns for many housing seekers is deciding how to discuss rental assistance. You may be using CityFHEPS, FHEPS, Section 8, or another lawful source of income. Some applicants worry that mentioning their voucher will lead to rejection. Others are unsure how to explain the program.
A housing voucher is a lawful form of rental assistance. In New York City, applicable source-of-income discrimination protections generally prohibit covered landlords and brokers from rejecting applicants simply because they intend to use lawful rental assistance. However, the apartment must still satisfy the applicable program requirements, and landlords may apply lawful, nondiscriminatory rental criteria.
Be straightforward. Explain that you are interested in the apartment and that you intend to use rental assistance as part of the rental process. You do not need to apologize for having a voucher. You also do not need to disclose unrelated personal circumstances or sensitive information during an initial inquiry.
If you are using housing assistance, be prepared to explain the basic process as you understand it. For example, a landlord may want to know whether additional paperwork, agency approval, or an inspection is required. If you are unsure, tell the landlord that you will confirm the details with your Housing Specialist or administering agency. Never promise that an apartment will be approved or that a payment will be made by a particular date unless the responsible agency has confirmed it.
Hearing this can be discouraging. But it is important to understand your rights. New York City and New York State have laws that protect qualifying lawful sources of income in covered housing transactions. Depending on the circumstances, refusing an applicant solely because they use a lawful housing voucher may constitute unlawful discrimination.
Remain calm and professional. Avoid arguments or threats. If possible, ask the person to clarify the reason for their response. Keep copies of relevant advertisements, emails, or messages. Record the date, property address, and the name of the person involved. If you believe you experienced unlawful discrimination, contact an appropriate Fair Housing enforcement agency for guidance.
Where to seek help:
Not every unsuccessful rental application is discrimination. However, you should not ignore statements or conduct that may violate your housing rights.
Your next step: Document the interaction and seek guidance when necessary.
Before arranging a viewing or beginning an application, ask questions that help you determine whether the apartment is suitable. Important topics include:
You do not need to ask every question during the first conversation. Start with the information needed to decide whether to pursue the apartment.
You may contact a landlord or broker and receive no immediate response. This can happen because the apartment has been rented, the advertiser is busy, or many people are asking about the same property. A polite follow-up may be appropriate.
A good follow-up should be brief, specific, respectful, and reasonable. If someone clearly states that the apartment is unavailable, update your search records and move on. Avoid repeatedly contacting a person who has asked you not to continue.
Without a record, it is easy to forget whom you contacted and when. That is why THS recommends using a contact tracker.
Our Broker Contact Tracker helps you record property inquiries, contact information, responses, and follow-up actions.
View Broker Contact Tracker & Download Free PDFAvailable in the THS Download Centre.
If you attend a viewing and remain interested in the apartment, ask what happens next. You may need to submit an application, provide appropriate documentation, or coordinate with your Housing Specialist.
Before leaving the viewing, try to confirm:
If you are using a housing voucher, notify your Housing Specialist or administering agency when you identify a potentially suitable apartment. Where practical, request written confirmation of important details such as the proposed rent, application instructions, and agreed next steps. Do not assume that a verbal expression of interest means the apartment is reserved or approved.
Housing seekers should be cautious when asked to pay money during an apartment search. In New York City, the Fairness in Apartment Rental Expenses (FARE) Act generally prohibits a landlord’s hiring broker from charging the broker’s fee to the tenant. Other applicable laws govern certain application fees, security deposits, and rental practices.
The fact that someone calls a payment a “processing fee,” “reservation fee,” or “broker fee” does not automatically make it lawful.
Before paying anything:
Be suspicious of requests for payment before you can verify the apartment or the person advertising it. Do not make unauthorized side payments intended to bypass voucher requirements.
Your next step: If you are unsure whether a fee is permitted, seek guidance before paying.
Not every conversation will go smoothly. You may encounter delayed responses, unclear instructions, or conflicting information. Sometimes a landlord may not understand your housing-assistance program. At other times, you may feel pressured to make a decision quickly.
How to handle difficult situations:
Remember that you are evaluating the apartment and the rental arrangement just as the landlord is evaluating your application.
If you are currently living in a shelter or receiving housing-search support, your Housing Specialist can be an important part of the communication process. Your Housing Specialist may help you understand the requirements of your program, explain the necessary paperwork, and coordinate with relevant parties. However, you should also remain actively involved in your housing search.
Let your Housing Specialist know when:
Ask your Housing Specialist which information should be shared and how to submit it securely. The goal is to keep everyone working with accurate information and clear next steps.
Should I tell a landlord that I am living in a shelter?
You do not generally need to disclose unrelated personal circumstances during an initial inquiry. Provide information that is legitimately required for the rental application or housing-assistance process.
Can I contact landlords myself if I have a Housing Specialist?
Yes. You can actively search for housing and communicate with landlords. Coordinate with your Housing Specialist when program-specific paperwork or approvals are needed.
Can a landlord refuse my Section 8 or CityFHEPS voucher?
Covered landlords and brokers generally cannot reject applicants solely because they use lawful rental assistance where source-of-income protections apply. Program and lawful application requirements still matter.
What if a landlord does not understand CityFHEPS?
Explain that the program involves agency requirements and offer to connect the landlord with your Housing Specialist or the appropriate official resource.
How many times should I follow up?
There is no fixed number. One polite follow-up after a reasonable period may be appropriate. Respect any request to stop contacting the advertiser.
Can a broker charge me a fee?
The answer depends on who hired the broker, the transaction, and applicable law. In NYC, the FARE Act generally places the fee for a landlord-hired broker on the party that hired the broker. Verify any proposed fee before paying.
Should I send my voucher to everyone advertising an apartment?
No. Avoid distributing sensitive paperwork indiscriminately. Confirm that the property and recipient are legitimate and that the information is necessary.
What if I am uncomfortable speaking on the telephone?
You can use a prepared script, practice beforehand, or use another accepted communication method. The THS Landlord Call Script is designed to help.
Communicating with landlords and brokers becomes easier when you understand the process. You do not have to know every answer. You do not have to use complicated language. You do not have to explain your entire housing history.
Start with the apartment. Ask clear questions. Listen carefully. Keep records. Follow up when appropriate. And when you need help, ask your Housing Specialist, housing agency, or another appropriate resource.
The goal is not simply to make more calls. It is to have better conversations that help you identify suitable housing opportunities.
Landlord Call Script
A practical guide to help you prepare for telephone conversations with landlords.
Broker Contact Tracker
A worksheet for recording broker information, apartment inquiries, and follow-up actions.
Both resources are available in the THS Download Centre without registration.
Explore related THS resources:
Important Notice: The Housing Specialist™ is an independent housing education and resource platform. This article provides general information and does not constitute legal advice, brokerage services, or a guarantee of housing placement. Housing laws and program requirements may change. Verify important matters with the appropriate agency or qualified professional.
Content reviewed: October 2026
