Why AI-Driven ESA Review Is the Next Evolution in Pet Management

Foxen was founded by multifamily operators who understood firsthand the operational strain compliance management places on on-site teams.

Before we built technology, we were managing communities, navigating documentation gaps, balancing regulatory requirements, and protecting asset performance. That operator-first perspective continues to shape how we approach every solution: reduce risk, unlock revenue, and make life easier for property teams.

As pet ownership has surged, so has the complexity surrounding pet-related compliance, particularly around Emotional Support Animal (ESA) documentation. What was once a manageable administrative task has evolved into one of the most nuanced operational challenges in multifamily.

That shift led us to enhance PetClear with AI-driven ESA review.

Rising ESA Requests, Rising Risk

More than half of renters today have pets, and ESA requests have increased significantly in recent years. Foxen's research shows that 75% of property professionals have seen a rise in ESA requests, while nearly 80% express concern about fraud or misrepresentation.

On-site teams are expected to:

• Comply with HUD and FHA guidelines

• Identify incomplete or questionable documentation

• Maintain leasing momentum

• Protect pet-related revenue

Some third-party ESA verification services attempt to reduce risk by assuming liability for ESA decisions. While well-intentioned, this model can introduce rigidity. When a vendor becomes the decision-maker, processes often become slower, less transparent, and more conservative, sometimes requiring repeated outreach to healthcare providers before issuing recommendations. In a competitive leasing market, the difference between issuing an application decision same-day versus days later can make all the difference for reducing vacancy rates.

Operators told us clearly: they don’t want their authority replaced — they want better decision support.

AI-driven ESA review was built in response to that feedback.

Protecting Leasing Velocity

Traditional ESA review models often require external provider outreach for all documents, slowing approvals. That lag can frustrate residents and stall leasing decisions; AI-driven review accelerates the process.

When documentation is submitted, the system evaluates it within minutes, generating a structured profile and flagging any areas that require attention. In many cases, applications can move forward the same day.

Equally important, staff are alerted only when intervention is necessary. Instead of manually reviewing every ESA letter, teams focus on true exceptions. For on-site professionals managing leasing, renewals, maintenance coordination, and resident communication, eliminating these repetitive verification steps creates meaningful operational relief.

Supporting Operator Control

PetClear empowers housing providers to make ESA decisions in alignment with their own policies and risk thresholds. Rather than issuing an isolated verification decision, we provide structured insights that strengthen operator judgment.

With an approach that combines consistency and flexibility, operators gain:

• Greater control over review processes

• Clear visibility into flagged documentation

• Configurable workflows aligned to portfolio needs

• Scalability across asset types

This flexibility matters. A national portfolio with centralized compliance oversight may approach documentation differently than a regional operator with decentralized decision-making. Technology should adapt to strategy, not dictate it.

We are continuing to expand configuration capabilities in upcoming releases, ensuring operators retain meaningful control while benefiting from automation.

Standardizing Risk Management

Consistency is often the hidden risk factor in manual ESA review. Operators have shared concerns about variability in how documentation is evaluated across teams or third-party reviewers. Inconsistent review processes can weaken defensibility and increase exposure.

Human-backed AI-driven ESA review standardizes evaluation across more than 30 structured data points. Every submission is screened using the same objective criteria, and teams get to make decisions based on the evaluation provided.

That consistency strengthens compliance posture and supports defensibility in the event of audits or disputes. It also promotes fairness. Each resident’s documentation is evaluated using the same framework, reducing subjectivity. In multifamily operations consistency is the key to efficiency and  reducing risk.

Built from Direct Industry Feedback

PetClear, launched to help teams verify animal information and collect pet policy affirmations during leasing, is helping our customers reduce unreported pets and enforce pet policies. But with ESA volumes rising, operators need more robust support.

We heard repeatedly:

• ESA documentation was consuming valuable staff time

• Fraud concerns were escalating

• Pet-related revenue was slipping through gaps

• Teams were overwhelmed by disconnected platforms

At the same time, 78% of property professionals report concern that pet revenue is lost due to unreported or misrepresented pets.

AI-driven ESA review is the best path to driving consistent ESA reviews and reclaiming lost pet revenue.

The Road Ahead

Multifamily operations are only becoming more complex, regulatory scrutiny is increasing, resident expectations are rising, and on-site bandwidth remains limited.

AI-driven ESA review represents the next evolution in pet management, not by removing autonomy, but by equipping operators with faster, more consistent, and more flexible tools.

At Foxen, we will continue building solutions rooted in real-world operational challenges. Every enhancement is driven by data and direct customer dialogue.

At our core, we remain focused on the same goal: helping multifamily operators reduce risk, unlock revenue, and operate with confidence. To learn more about what PetClear can do for your portfolio, schedule time to meet with our team today.