Non-Discrimination & Equal Housing Opportunity Policy
Rice Real Estate & Property Management (“Company”) provides equal housing opportunity.
We do not discriminate in any housing-related transaction on the basis of race, color,
religion, sex (including gender identity and sexual orientation), national origin,
familial status, disability, or any other status protected by applicable federal, state,
or local law (“protected status”).
Scope
This policy applies to all advertising, showings, applications, screening, leasing,
renewals, terminations, maintenance, and any resident or applicant interactions, whether
conducted by Company staff or Company’s vendors/agents.
Commitments
- Advertise and market properties in a non-discriminatory manner.
- Use uniform, objective rental criteria applied consistently to all applicants.
- Provide reasonable accommodations and reasonable modifications for qualified individuals with disabilities, consistent with applicable law.
- Train staff and vendors on fair housing standards and this policy.
- Promptly review and address allegations of discrimination or harassment.
- Prohibit retaliation against any person who raises a concern or participates in an investigation.
Requests for Accommodation or Modification
Residents and applicants may request reasonable accommodations or reasonable modifications
when renting from Rice Real Estate & Property Management. We will engage in a prompt, interactive process and respond. Documentation may be requested where permitted by law.
How to Report Concerns
Use the “Complaint Intake Form” below or contact us in writing via the Resident Center.
We will acknowledge receipt, review promptly, and follow the Complaint Response process
described in the next section.
Complaint & Maintenance Response Policy
We take all concerns seriously—whether about service, neighbors, safety, maintenance,
harassment, or discrimination. This policy explains how we receive, triage, investigate,
resolve, and document complaints and maintenance requests.
How to Submit 24/7
- 🌐 Website Resident Center
- 📱 Mobile App Resident Center: Download the Resident Center app for quick and easy communication with our team: App Store or Google Play
- Not a current Resident? Scroll down to use the form below.
Triage & Target Timelines
Emergency
Examples: Active water leak, no heat/AC in extreme temps, electrical hazard, fire/flood, gas leak, unsecured exterior door/window, life/safety
Acknowledgment: Within 1 business day
Action Target: Tenant has been briefed on water shut-off valves throughout the home via QA visits and the Resident Handbook. Dispatch vendor or Tenant lease states to contact 911/utility/police immediately
Urgent
Examples: Appliance failure, partial power, plumbing issues without active leak, lock malfunction
Acknowledgment: Within 1 business day
Action Target: Vendor scheduled within 24–48 hours
Routine
Examples: Minor repairs, cosmetic issues, general concerns
Acknowledgment: Within 1 business day
Action Target: Assessment within 3–5 business days
Conduct/Discrimination
Examples: Harassment, discrimination, privacy, vendor behavior, policy violations
Acknowledgment: Within 1 business day
Action Target: Investigation commenced within 2 business days; written outcome when complete
Documentation & Retention
We maintain complaint and maintenance records (intake, communications, photos, invoices,
resolutions, and acknowledgments) for at least seven (7) years or longer if required by law or in connection with a dispute.
Privacy & Legal Terms
Information is used to address the issue and for legal compliance. We limit access to those who need it to perform their job duties or as required by law. Additional Privacy Terms and Legal Terms can be found on our Privacy Page, Security Page, and Web Accessibility Page.