Policy and Procedures: Do You Waiver?
Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes
Policy and Procedures: Do You Waiver?
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Attorney · 10451 Mill Run Cir #755 Owings Mills, MD 21117 · Member since 2024 · 365 posts · 140 votes
21hQuote from @Vicky McIntosh:
Here’s one I’d love to hear other property managers and landlords weigh in on:
Do you believe good property management leaves room for exceptions, or should the policy be the policy?
I’m a big believer in policies and procedures.
Not because every situation is exactly the same, but because consistency protects everyone involved — the tenant, the owner, and the property manager.
Once you start making exceptions for one resident, it can become pretty difficult to explain why you didn’t make the same exception for another.
Of course, there are always unusual circumstances that make you stop and think.
So where do you draw the line?
Do you stick to your policies every time, or are there situations where you believe a property manager SHOULD make an exception?
I’m genuinely curious how others handle this.
@Vicky McIntosh, I’ve dealt with this from both the legal and real estate side, and I’ve found that the best policies are consistent without being completely rigid. I usually look at whether the exception can be clearly explained, whether it creates a problem for the owner, and whether I would be comfortable making the same decision again if another tenant had similar facts.
The biggest issue I see is when exceptions are made casually or only through a verbal conversation. If there is a real reason to make one, I think it should be documented clearly so everyone understands what was agreed to and why. That helps protect the tenant, the owner, and the property manager.
I really like this question because there is a lot of judgment involved in good property management. I’d be glad to stay connected and hear how you handle some of those gray areas in your own properties.
21 Replies
- Attorney · 10451 Mill Run Cir #755 Owings Mills, MD 21117 · Member since 2024 · 365 posts · 140 votes21h
Quote from @Vicky McIntosh:
Here’s one I’d love to hear other property managers and landlords weigh in on:
Do you believe good property management leaves room for exceptions, or should the policy be the policy?
I’m a big believer in policies and procedures.
Not because every situation is exactly the same, but because consistency protects everyone involved — the tenant, the owner, and the property manager.
Once you start making exceptions for one resident, it can become pretty difficult to explain why you didn’t make the same exception for another.
Of course, there are always unusual circumstances that make you stop and think.
So where do you draw the line?
Do you stick to your policies every time, or are there situations where you believe a property manager SHOULD make an exception?
I’m genuinely curious how others handle this.
@Vicky McIntosh, I’ve dealt with this from both the legal and real estate side, and I’ve found that the best policies are consistent without being completely rigid. I usually look at whether the exception can be clearly explained, whether it creates a problem for the owner, and whether I would be comfortable making the same decision again if another tenant had similar facts.
The biggest issue I see is when exceptions are made casually or only through a verbal conversation. If there is a real reason to make one, I think it should be documented clearly so everyone understands what was agreed to and why. That helps protect the tenant, the owner, and the property manager.
I really like this question because there is a lot of judgment involved in good property management. I’d be glad to stay connected and hear how you handle some of those gray areas in your own properties.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes21h
@Diana Khan I really appreciate this perspective, especially coming from someone who has seen it from both the legal and real estate sides. I completely agree with “consistent without being completely rigid.”
For me, when I run into a gray area, I go back to the lease and our written policies first. Then I look at the individual circumstances and ask myself whether the decision is fair, whether we’ve handled similar situations consistently, and whether I’d be comfortable making the same decision if another tenant came to me with similar circumstances.
I think that’s where good judgment really comes into property management. From the legal side, I’d love your perspective—what’s one mistake you see property managers make when navigating those gray areas?
- Real Estate Agent · Memphis · Member since 2026 · 549 posts · 318 votes19h
Policies should be the default because consistency matters, especially when you’re managing multiple tenants and owners. But there’s a difference between being consistent and being completely inflexible. Situations come up that no policy manual is going to anticipate perfectly.
The test for an exception is whether you’d be comfortable making the same decision for another tenant under the same circumstances. If not, that’s probably a sign to stick with the policy. When an exception is justified, document the reason so it’s a deliberate decision rather than something that changes depending on who asks.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes19h
@Jim Johnson I completely agree, Jim. That’s a great way to look at exceptions—would I be willing to make the same decision for another resident under the same circumstances? If the answer is yes, there may be room for reasonable discretion.
For me, the other critical piece is documentation. If I step into a gray area or make an exception, I want the tenant’s account to clearly show what was decided, why it was decided, and what was communicated. That way, months later, we aren’t relying on someone’s memory to explain the decision.
Policies create consistency, but good judgment and a solid paper trail help us handle the situations the policy manual could never anticipate.
- 19hDenise SuppleeBusiness MemberRealtor · Willow Grove, PA · Member since 2017 · 974 posts · 641 votes
I’m a big believer in having policies, especially when you're managing properties for other people. You don't want to treat one tenant differently from another and then have to explain why.
But there are always going to be situations that don't fit neatly into a policy. That's where you have to use some judgment. I don't think making an exception once in a while is necessarily a bad thing, as long as there is a good reason for it and you document what happened.
You can be consistent without forgetting that you're dealing with people.
Spark Rental Co-Investing Club577 Reviews- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes19h
I completely agree, @Denise Supplee. That last sentence really sums it up. Consistency and compassion don’t have to compete with each other. Policies give us the framework and help ensure fair treatment, but there will always be situations that require judgment.
For me, when there is a legitimate reason to make an exception, the key is making sure I could justify that same decision in a similar situation—and documenting exactly why the decision was made. At the end of the day, we’re protecting our owners and their investments, while also remembering there’s a person on the other side of every situation.
- Investor · San Francisco · Member since 2026 · 10 posts · 4 votes18h
I'm a self-managing landlord, not a PM, but I've had to learn this the hard way across my rentals. Written policy is the baseline, and exceptions should be rare, documented, and never verbal. The moment you make an undocumented exception, the tenant treats it as the new policy, and the next tenant expects the same. If you waive a late fee once, write down the reason, the date, and label it a one-time exception so it can't be quoted back to you next month. Also be honest with yourself: a policy you waive constantly isn't a policy, it's a suggestion. Either enforce it or rewrite it. The consistency part matters most across tenants, because selective leniency is where fair housing problems start. Document first, decide second, and you stay defensible.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes18h
@Ming Yi Absolutely. I especially agree with your point that if a policy is being waived constantly, it probably needs to be reevaluated. That’s a great distinction.
I’m also a big believer in never relying on verbal agreements. If an exception is made, I want the reason, date, terms, and communication documented in the tenant’s account so there’s a clear paper trail.
Policies protect the owner, the resident, and the property manager—but only when they’re applied consistently. Exceptions may sometimes be warranted, but they should truly be exceptions, not an unofficial second policy.
- Honolulu, HI · Member since 2008 · 3k+ posts · 2k+ votes18h
Inconveniences are very rarely worthy of making exceptions. You can simply smile and say, "sorry, it's the company policy, there is nothing I can do" (even if you ARE the company). Tragedies are quite different...a death, incapacitating illness, traumatic injury, and similar life events. The flu, a lost job, car expenses, lost or stolen rent money, "robbers" that kicked in the door, but tenant made no Police report, these are far more often than not, either a ruse, or the parties were not properly screened to begin with. The better choice is to be proactive and thorough in everything you have done up to that point. Well thought out rental agreement with clear terms and in depth screening processes; written policies for major elements that provide additional detail or context; regular and early communication if unusual changes are noted. I would much rather let someone out of the agreement than to have them struggling, and me stressing, for months or longer. If you inspect annually and address issues promptly, the unit should be in very good condition needing minimal effort for turnover.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes18h
@Richard F. I really like your point about being proactive rather than reactive. A lot of what becomes a difficult resident situation later can be minimized on the front end with thorough screening, a clear lease, written policies, and expectations that are communicated from day one.
I also agree there’s an important distinction between an inconvenience and a true life-altering circumstance. Compassion can absolutely have a place in property management, but it still has to be balanced with consistency, documentation, and our responsibility to the property owner.
Your point about sometimes allowing someone out of an agreement also resonates with me. Sometimes the best business decision isn’t trying to force a situation to continue—it’s finding the cleanest, most responsible resolution for everyone involved and getting the property back on track.
- Specialist · I give advice - [email protected] - I focus on states where investing is profitable, reasonably safe & secure · Member since 2026 · 44 posts · 7 votes17h
Quote from @Vicky McIntosh:
Here’s one I’d love to hear other property managers and landlords weigh in on:
Do you believe good property management leaves room for exceptions, or should the policy be the policy?
I’m a big believer in policies and procedures.
Not because every situation is exactly the same, but because consistency protects everyone involved — the tenant, the owner, and the property manager.
Once you start making exceptions for one resident, it can become pretty difficult to explain why you didn’t make the same exception for another.
Of course, there are always unusual circumstances that make you stop and think.
So where do you draw the line?
Do you stick to your policies every time, or are there situations where you believe a property manager SHOULD make an exception?
I’m genuinely curious how others handle this.
Policies need to be uniform, thought through and enforced. There is a reason submarine doors are always closed while under way. And it’s a good policy. Making exceptions is often a revelation that it was poorly thought through and exceptions can actually produce lawsuits.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes17h
@John Leland , I agree that consistency is critical, especially in property management where one exception can quickly become the expectation. I also think this is where well-written policies and documentation have to work together.
There are situations where circumstances genuinely fall outside the policy as written. When that happens, I don’t think the answer is necessarily to ignore the circumstances—but any exception needs to be legally appropriate, defensible, consistently evaluated, and thoroughly documented. If the same “exception” keeps coming up, that’s probably a sign the policy itself needs to be revisited.
I’m curious how others handle that balance: Do you write policies with specific exceptions built in, or keep the policy firm and address unusual circumstances individually?
- Specialist · I give advice - [email protected] - I focus on states where investing is profitable, reasonably safe & secure · Member since 2026 · 44 posts · 7 votes11h
Quote from @Vicky McIntosh:
@John Leland , I agree that consistency is critical, especially in property management where one exception can quickly become the expectation. I also think this is where well-written policies and documentation have to work together.
There are situations where circumstances genuinely fall outside the policy as written. When that happens, I don’t think the answer is necessarily to ignore the circumstances—but any exception needs to be legally appropriate, defensible, consistently evaluated, and thoroughly documented. If the same “exception” keeps coming up, that’s probably a sign the policy itself needs to be revisited.
I’m curious how others handle that balance: Do you write policies with specific exceptions built in, or keep the policy firm and address unusual circumstances individually?
"any exception needs to be legally appropriate, defensible, consistently evaluated, and thoroughly documented. If the same “exception” keeps coming up, that’s probably a sign the policy itself needs to be revisited"
While what you say is correct, human nature is that people take the short cut and don't identify the problem and document the solution. We bypass that scenario by making our "renters' actual buyers on lease options which gives us far more flexibility and latitude. But for a pure and simple landlord/tenant situation one has to be very careful to document why an exception was granted and to make clear to the renter it is a "one time" event.
- 17hDivin KanyamaBusiness MemberAccountant · Seattle, WA · Member since 2025 · 241 posts · 81 votes
@Vicky McIntosh Good property management needs both consistency and judgment. Policies should be the default because they set expectations, reduce bias, and help ensure residents are treated fairly. But consistency does not always mean responding identically when the underlying circumstances are materially different.
Exceptions can make sense when they are lawful, supported by documentation, within the manager’s authority, and based on criteria that could be applied fairly to anyone in a similar situation. Safety concerns, reasonable accommodations, emergencies, or a strong tenant’s isolated hardship may justify flexibility; convenience or favoritism should not. The key is to record the reason, approval, and terms so an exception does not quietly become a new policy. A useful standard is: firm on the principle, flexible on the process, and consistent in how discretion is exercised.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes17h
I agree with this, @Divin Kanyama. I especially like your point about being firm on the principle but flexible on the process. That’s a great way to frame it.
For me, the safeguard in those gray areas is documentation. If I make an exception, I want to be able to clearly explain what circumstances justified it, what was agreed to, and whether I would make the same decision for another resident under similar circumstances That keeps compassion from turning into inconsistency or favoritism.
Good policies protect everyone, but good property management also requires enough judgment to recognize when two situations that look similar on paper really aren’t. Thanks for adding this perspective!
- 3hDrew SygitBusiness MemberProperty Manager · Royal Oak, MI · Member since 2012 · 12k+ posts · 9k+ votes
Our world is NOT simple "black & white".
So, there are always exceptions.
FIRST - have policies in writing and enforce conistently.
EXCEPTIONS - must be in writing and documented such that you can defend the exception to your policies in court.
Logical Property Management4.9451 Reviews- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes1h
@Drew SygitYou’re absolutely right. In property management, circumstances don’t always fit perfectly into a box, and sometimes we have to find a reasonable solution that works for everyone involved. Policies and procedures should always be the guide, but when an exception is necessary, consistency and documentation are key. Document what was agreed to, why the exception was made, and any communication surrounding it. That paper trail can make all the difference if questions come up later.
- Member since 2026 · 28 posts · 7 votes2h
I leave room for an exception, but I want it written down before anyone promises it. Otherwise the next person answering the phone has no idea what was agreed to, and the same rule gets applied differently to two tenants.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes1h
@Richard (Ryszard) Cieplechowicz Absolutely. That’s where documentation becomes so important. An exception itself isn’t necessarily the problem—it’s an undocumented exception that creates confusion later. If we make one, I want the reason, terms, and communication documented in the tenant’s account so anyone on the team can see exactly what was agreed to. It protects the owner, the tenant, and the management company while helping us stay consistent across the portfolio.
- Lender · Las Vegas · Member since 2026 · 22 posts · 3 votes38m
Wow! So many great responses. I can see and have experienced each of these scenarios over my long life. It sounds like most of us have had some experience where we had to deal with a rough decision. I really don't have much more to add other than, if the compassionate decision to extend some type of assistance is not a forever continuance or kicks the solution down the road, then we must pull that bandage off and deal with it. We did not create the problem, and we do need to apply discernment at the end of the day and be financially responsible even when it makes us feel uncomfortable in that process. I will leave this last comment: 2 Thessalonians 3:10 Says, "if anyone is not willing to work, let him not eat." That is tough, because it really is tough to see a person that is hungry and we often want to help, and at times, I do. However, I don't do it every time. I don't know if my comments will help anyone here, other than a moment of reflection. Best wishes to each of you.
- Property Manager · Covington, KY · Member since 2026 · 33 posts · 5 votes19m
I really appreciate this perspective, @James Irvine. I think you said it well—there’s a difference between showing someone compassion during a difficult situation and allowing a temporary exception to become an ongoing solution.
That balance can be one of the hardest parts of property management. I always want to treat people with grace and understand their circumstances, but at the same time, we have a responsibility to the property owner and have to remain financially responsible.
For me, that’s where clear policies, good judgment, and documentation come in. Sometimes there is a gray area, and I think you can show compassion while still maintaining accountability. Thank you for adding this perspective to the conversation!
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