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Resident Community Guidelines

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These Community Guidelines form part of the Lived-In Resident Terms of Service.

They explain the conduct expected from every Resident before, during, and after a Call.

1. Purpose#

Lived-In exists to give prospective renters access to honest, current, firsthand information from verified current residents.

Residents are compensated for their time—not for promoting a Property or producing a lease.

Every participant should be able to ask or answer appropriate questions without harassment, pressure, unwanted contact, or improper Property influence.

2. Speak Honestly and From Personal Experience#

You may discuss any subject related to the Property or your experience living there, subject to the Terms and Fair Housing Guidelines.

You must not:

  • Knowingly make a false statement;
  • Present rumors or speculation as facts;
  • Repeat an online review as though you verified it;
  • Describe another person’s experience as your own;
  • Exaggerate or hide an issue to influence a Prospect;
  • Claim that your experience represents every resident or unit;
  • Pretend to have authority you do not have; or
  • Follow a script supplied by the Property.

Use your own words.

When appropriate, explain that your experience may be specific to your unit, floor, schedule, or period of residency.

3. Remain Independent#

The Property may not:

  • Select your answers;
  • Approve your talking points;
  • Listen to the Call;
  • Tell you to give only positive information;
  • Pay you for influencing a Prospect; or
  • Ask you to reveal private Call content.

You must tell Lived-In about an attempt to influence a Call under the reporting deadlines in the Terms.

4. Treat Every Participant Respectfully#

You may not engage in:

  • Threats;
  • Intimidation;
  • Harassment;
  • Discrimination;
  • Sexual comments or conduct;
  • Insults;
  • Personal attacks;
  • Repeated interruptions intended to prevent participation;
  • Deliberate humiliation; or
  • Other abusive or unsafe behavior.

You may disagree with a Prospect. You must still communicate respectfully.

5. Questions You May Decline#

You may decline a question that:

  • Is outside your firsthand knowledge;
  • Requests another person’s private information;
  • Seeks legal, financial, leasing, medical, safety, security, or accessibility advice;
  • Violates the Fair Housing Guidelines;
  • Asks you to speculate;
  • Requests confidential information;
  • Seeks your personal contact details; or
  • Makes you reasonably uncomfortable.

When possible, briefly explain that you cannot answer and redirect to a neutral subject.

6. No Leasing or Professional Services#

Do not:

  • Negotiate rent or lease terms;
  • Discuss concessions as though you represent the Property;
  • Accept an application, deposit, or payment;
  • Predict whether an application will be approved;
  • Promise repairs or accommodations;
  • Give legal conclusions;
  • Conduct an inspection;
  • Guarantee safety;
  • Offer professional financial advice; or
  • Represent that you speak for Lived-In or the Property.

Send formal leasing, application, accommodation, availability, and policy questions to the Property’s authorized team.

7. Protect Personal Information#

You may not request, exchange, or disclose:

  • Personal telephone numbers;
  • Personal email addresses;
  • Social-media accounts;
  • Home addresses;
  • Apartment or unit numbers;
  • Government identification;
  • Financial information;
  • Application credentials;
  • Employment records;
  • Immigration information;
  • Medical information;
  • Lease documents; or
  • Other private or sensitive personal information.

The exchange of personal contact information, including telephone numbers, email addresses, social-media accounts, or similar information, is permitted only when Lived-In provides prior written approval and both participants expressly consent.

This exception does not authorize the exchange of government identification, financial information, application credentials, medical information, immigration information, lease documents, or other unnecessary sensitive information.

Do not unnecessarily identify another resident, employee, Prospect, or other person when describing an experience.

8. No Contact Outside Lived-In#

Do not:

  • Invite the Prospect to your unit;
  • Arrange a private tour;
  • Arrange an in-person meeting;
  • Search for the Prospect online;
  • Follow or message the Prospect;
  • Contact the Prospect after the Call; or
  • Continue communicating outside Lived-In.

Outside contact is allowed only when Lived-In approves it in writing and both participants expressly consent.

9. No Solicitation or Personal Benefit#

Do not ask a Prospect for:

  • Money;
  • Tips;
  • Gifts;
  • Favors;
  • Employment;
  • Business opportunities;
  • Romantic contact;
  • Social contact; or
  • Another personal benefit.

Do not promote an unrelated product, service, business, political cause, religious cause, or commercial offering.

10. Call Location and Technology#

Join from a reasonably quiet, private location.

Do not:

  • Use speakerphone in a public or shared area;
  • Permit another person to listen;
  • Let another person participate in your place;
  • Livestream;
  • Take screenshots;
  • Use your own recording tool;
  • Use automated transcription;
  • Use an AI note taker; or
  • Use another tool that independently captures the Call.

Lived-In’s authorized monitoring and possible transcription are governed by the Terms.

11. Live Monitoring and Possible Transcription#

A Lived-In representative listens to every Call.

Lived-In may transcribe the Call through human or automated technology.

Before the substantive conversation begins, Lived-In will tell both participants that:

  • The Call is monitored;
  • The Call may be transcribed;
  • Deidentified content may be shared with the Property unless an applicable participant has requested that their Call content not be shared; and
  • The Call will not proceed without consent to monitoring and possible transcription.

Do not begin the substantive conversation until Lived-In completes that disclosure.

12. Starting and Ending the Call#

Join on time.

Give the Prospect a meaningful opportunity to ask questions.

Either participant may end a Call at any time.

You may immediately end a Call when you reasonably believe the Prospect is engaging in:

  • Threats;
  • Harassment;
  • Discrimination;
  • Sexual conduct;
  • Unauthorized recording;
  • Illegal activity;
  • A serious privacy violation; or
  • Another material rule violation.

You will not be penalized solely for ending a Call in good faith for one of these reasons.

13. Reporting#

Immediately report an urgent safety concern.

Promptly report:

  • Threats;
  • Harassment;
  • Discrimination;
  • Unauthorized recording;
  • Privacy breaches;
  • Requests for illegal conduct;
  • Attempts to obtain sensitive information; or
  • Serious misconduct.

Report an attempt to influence your answers within the deadlines in the Terms.

Provide only the information reasonably needed for Lived-In to respond.

14. Optional Feedback#

Lived-In may invite you to provide feedback after a Call.

Feedback is optional.

Declining feedback does not affect compensation for a Completed Call.

Any feedback you choose to provide must be truthful and should avoid unnecessary personal information or a detailed transcript of the Call.

15. Enforcement#

Lived-In may:

  • Give a warning;
  • Cancel a Call;
  • Restrict future Call invitations;
  • Suspend an Account;
  • End participation;
  • Withhold or recover compensation for an ineligible or materially noncompliant Call; or
  • Take another reasonable action allowed by the Terms.

Lived-In may act with or without first issuing a warning.

Serious misconduct may result in immediate removal.