Applicant and Customer Terms and Conditions

1. Essential Core Components

  • Applicant Certification: Require applicants to certify that all provided information is true and complete. Explicitly state that false or misleading information can lead to application denial or future lease termination.

  • Consent and Privacy: Include a notice regarding Form HUD-9886, which authorizes the release of information for eligibility verification. (included with application)

  • Fair Housing Commitment: State that the authority complies with the Fair Housing Act and does not discriminate based on race, color, religion, sex, disability, familial status, or national origin.

  • Reasonable Accommodation Policy: Clearly explain how applicants with disabilities can request changes to rules or procedures (e.g., help completing forms) to ensure equal access to programs.

2. Service Standard Expectations

  • Communication Standards: Commit to responding to inquiries within 3-5 business days and outline preferred contact methods.

  • Applicant Responsibilities:

    • Promptly reporting changes in household income or composition.

    • Maintaining updated contact information (address/phone) to avoid removal from waiting lists.

    • Responding to all requests for additional documentation by stated deadlines.

  • Mutual Respect Clause:

Our Commitment to You:

The Carbondale Housing Authority is committed to providing high-quality service and treating every applicant and resident with dignity, fairness, and professional courtesy. Our staff will provide accurate information, protect your privacy, and adhere to all Fair Housing regulations.

Your Commitment to Us:

To ensure a safe and productive environment for all, we require that applicants and residents interact with our staff and other clients in a respectful manner. This includes:

  • Using professional and polite language during all phone calls, emails, and in-person appointments.

  • Refraining from the use of profanity, insults, or derogatory remarks.

  • Following the instructions of staff members regarding office procedures and safety protocols.

Zero Tolerance for Abusive Behavior:

The Carbondale Housing Authority maintains a zero-tolerance policy regarding harassment, threats, or violence. The following behaviors are strictly prohibited and may result in your immediate removal from the premises, the termination of your application process, or the involvement of law enforcement:

  • Verbal Abuse: Shouting, hostile tones, or discriminatory language based on race, gender, disability, or other protected classes.

  • Physical Intimidation: Threatening gestures, aggressive posturing, or blocking staff movement.

  • Harassment: Repeated, unwelcome contact or intimidating digital communications.

  • Property Damage: Intentional damage to HA facilities or equipment.

By submitting your application, you acknowledge that professional conduct is a requirement for program participation. We believe that mutual respect is the foundation of a successful partnership in housing.

3. Required Legal Notices

These notices are reviewed and provided when an apartment becomes available and the final application and approval process begins at the time of move-in.

  • VAWA Notice: Provide information on protections under the Violence Against Women Act (VAWA) for survivors of domestic violence or stalking.

  • Informal Review Rights: Explain the right to an informal review if an application is denied.

  • Fraud Prevention: Use the HUD Fraud Notice (HUD-1141) to warn against providing false information to federal programs.

4. Digital Accessibility

CHA has a Limited English Proficiency

  1. CHA provides 24-hour translation by calling 1-800-216-7906, CODE – 18134, PIN - 7529

The file contains language code needed at the time of service.

Effective Communication Plan

  1. Benny Garcia, a contract labor employee for CHA, who is bilingual, is our Spanish volunteer translator.

  2. For hearing impaired – CHA employees use online communication skills such as texting, blogging, Word, Google translator etc.

  3. For sight impaired – CHA employees are trained to read all pertinent information to applicants/residents with a witness to verify all parties agreed and signed.

5. Community outreach will take place if all other communications fail.

SMS Communication Terms of Service

  1. SMS Consent, and phone numbers collected for SMS communication purposes will not be shared with any third party or affiliates for marketing purposes.

  2. By texting Carbondale Housing Authority at 970-963-9326, you agree to receive customer care messages from Carbondale Housing Authority. Reply STOP to opt-out; Reply HELP for support; Message & data rates may apply; Messaging frequency may vary. Visit https://www.crystalmeadowshousing.com/privacy-policy to see our privacy policy and https://www.crystalmeadowshousing.com/contact for our Terms of Service.