Mary is right, documentation is always your friend. Not only should you document the conversations you have had with this resident, you should ALWAYS document ANY conversations with residents. When you are responding to a problem, question, or comment from any resident, take the time to put the details in writing, then send them to the resident. In this case, you may have saved yourself a lot of time and trouble had you simply put the offer to be released from the lease agreement in writing. Something like this:
"Roxy. This is a quick note to follow up on our conversation today. It has become clear that you are not enjoying your residency with us, despite the fact that we have offered to allow you to relocate within the community. Because the owner of the property values the positive living environment we provide here, and because it appears that we cannot meet that expectation for you, regardless of our offer to allow you to transfer, we want to offer to release you from your lease obligations with no additional fees. Of course, you will be expected to pay rent through your last day of occupancy, and leave the apartment home in good condition. Please respond to us in writing your acceptance of this offer and your anticipated move out date."
I know it's too late for this resident, but this will prove to be a valuable lesson learned.
Another tip for you. While I know the world has gone electronic, I'm still old school and love the method of using a Daytimer book. I buy the 2 page per day, which provides one side of the book just for notes from the day. I write down every thing I complete for the day, and always take notes of any conversations I have with residents, vendors, employees, and even the boss. Then, I can always look back and pull my notes regarding the conversations. This is very effective when a problem arises, and you can go "back in time" and review what actually took place. Good luck! VS