Back last November (November 3, 2011 to be exact) I posted a suggested response for multi-family folks to make to those residents who want to know why you have given another resident “special treatment” (which is of course the whiny resident’s view of what you know to be a reasonable accommodation based on disability).  Usually this will come in the context of someone having an animal that is not pet policy compliant, or perhaps their having a reserved parking space.  At that time I shared a good suggestion from DJ Ryan: “We don’t disclose private information about other residents, just as we wouldn’t disclose private information to other residents about you.”   More recently I was one of the Fair Housing 5 presenting at NAA and this topic arose; in the ensuing dialogue between panelists and the audience, another suggested answer came up.  (I apologize for not being able to remember who came up with this as I do like always to give attribution.)  The suggested response, which the audience seemed to both like and agree with, positions the potential situation as a need, not a want, and shows your willingness (without actually saying it) to address and respond to reasonable accommodation based on need.  So if you are ready for it, here it comes: “We sometimes must make exceptions for our residents.  Do you have a need for us to make an exception for you?”