Decision Framework
Is this legal — or customer service?
Most rental issues live on the customer-service ladder. A handful actually belong in a legal conversation. This framework helps you tell the difference calmly, without minimizing the real ones.
How to use this
Answer honestly. There are no "right" answers — the goal is a clear next step, not a verdict.
Is anyone's health or safety at immediate risk?
Is the unit unlivable right now (no water, no heat in winter, sewage, etc.)?
Has the landlord violated something specific and written in your lease?
Have you experienced retaliation after reporting an issue?
Are you being treated differently in a way tied to a protected class?
Is there a dispute about money the landlord is legally required to return (e.g., deposit)?
Related in the Playbook
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