Avoid Court and Costly Legal Fees with the MassLandlords Helpline aka Hotline or Mediation Service

By Kimberly Rau, MassLandlords, Inc.

The MassLandlords helpline (sometimes known as the hotline or mediation service) is an often-overlooked premium benefit that offers rental housing providers business advice and legal information before their issue escalates to the point of court, or hiring a lawyer. Being a landlord in Massachusetts can be tricky, but with the right guidance and know-how, you can manage your rentals confidently, knowing you’re in compliance with the law.

Don’t wait – call the helpline and get answers before things get out of hand. (Image – cc BY-SA 4.0 MassLandlords, Inc.)

MassLandlords offers lots of ways for members to get their questions answered. There are educational videos and articles, ask-us-anything office hours, and some regional networking events. But for members looking for extra assistance, there’s the option to pay for one-on-one helpline business advice, designed to give you guidance on specific rental-related issues.

Like A Hotline For All Your Rental Questions and Concerns

Using the helpline is simple. Members can book a call with a MassLandlords coach for consultation on any number of rental-related issues, including landlord rights and responsibilities, nonpayment of rent, rent increases, evictions, fines, the state sanitary code and more.

Unlike a true hotline, the lines are not continuously open. We do need to schedule your call in advance.

Some landlords call with concerns about landlord-tenant issues. If you are in conflict with your renters, the best course of action is to mediate the problem privately before things escalate. Our coaches can give you suggestions for how to mediate yourself or to engage state-funded, non-court mediators.

Helpline consultations are booked in 15-minute segments, so housing providers with basic questions do not have to pay for a full hour of time. Landlords with more involved housing questions can utilize multiple sessions to get the information they need. Prepaid helpline subscribers get a maximum of 45 minutes per call; pay-as-you go subscribers can talk until satisfied. Additional calls may be scheduled if necessary.

New members can add on helpline services when they join. Existing members can add it at renewal. When you reach out to book a helpline consult, we will reply and ask you for a credit card to keep on file, and schedule your session for a mutually convenient time.

Our coaches are not attorneys, but they are rental housing experts, each with years of experience in landlording and property management in Massachusetts. They have extensive knowledge of landlord-tenant law, as well as mediation and housing court processes including eviction.

One of the benefits of the helpline is our coaches charge a fraction of what lawyers often do. (If you know for a fact you need legal advice, you should speak with your attorney or ask us to recommend one to you.) As of publication, our helpline rate is $97 per hour, billed in 15-minute increments.

Many rental housing questions and concerns can be addressed by our helpline in one phone call. (Image – Trintage for Unsplash)

“Don’t Wait.”

Sue McMahon, one of our helpline coaches, said members call in frequently with questions about tenant issues, security deposits, notices to quit and tenant screening (use our applicant qualifier for an objective points system that meets the Department of Housing and Urban Development’s guidelines for tenant screening) . The problem, she said, is that landlords often wait too long to seek help.

“Don’t wait,” McMahon said. “The biggest issue with landlords is they wait until the situation has become pretty intense and they panic.”

Often, these issues surround improper handling of security deposits, a particularly tricky area of landlord-tenant law in Massachusetts. Sometimes landlords want to withhold from the security deposit but have not taken the proper steps to be able to do so, such as obtaining a conditions statement at the start of tenancy, or having a receipt for damage repairs. Or, they may have neglected to pay out annual interest on the deposit.

“Usually they have taken matters into their own hands and escalated things, or may not have done some things as they should have. In this case, I will let them know they should have an attorney represent them,” McMahon added.

McMahon also takes calls from landlords who want to understand how to properly screen renters in order to stay in compliance with the law, or ensure they are getting the best possible renter for their property.

“I have had a few people reach out later and thank me,” McMahon reported. “When in doubt, please reach out.”

What the Helpline Can (and Can’t) Do

The helpline is a great resource to learn what your options are in a given situation, or to receive business advice. Our coaches can help you interpret what a form says, tell you how the law works, share experience, troubleshoot and refer you to a lawyer .

The helpline is a fantastic program, but it does have its limitations. Coaches are not lawyers, and cannot give you legal advice. They will not speak with tenants (or their representatives) on your behalf, although they will give you tips on how to mediate issues with your renters. They also will not fill out forms on your behalf, or make repairs for you. If you do need legal representation, mediation or other professional services, our coaches can refer you to lawyers, community mediation and service providers. You are not obligated to use anyone recommended to you in order to benefit from the helpline.

Finally, for prepaid users, our helpline coaches will only help with issues that are new, after you have elected helpline coverage. You can do this when you join or renew. Pay-as-you-go users may get help for preexisting issues.

Conclusion

There’s a lot that goes into being a landlord, especially in a tenant-friendly state like Massachusetts. Our included member benefits are designed to help you create sustainable, compliant, quality rental housing so your business is successful, and your renters have a good place to call home. But even the most experienced rental housing provider will sometimes have questions that go beyond the scope of our articles, video trainings and forums. Newer landlords may need more extensive hand-holding. Whatever you need, our helpline is cheaper than hiring a lawyer, and definitely more economical than spending months tied up in court, or a lengthy eviction process.