A Beastly Lack Of Options

I’ll be honest I’m not sure if I dealt with this right. We rent out houses to lower-income groups, and the waiting list is immense. I get a call from a man who is a client of an organization that rents one of our homes. Technically, he’s not our client; the organization he’s a client of is our client. 

Client: “I want to know if my house number could be changed.”

Me: “Your house number? Let’s see what we can do about that. Did the plate with the number get damaged?”

Client: “No, it’s fine. But I want it to be changed.”

Me: “I’m not sure I understand just yet, but let’s get your details first. What is the address you’re renting from us?”

Client: “It’s [Street], number 666.”

Me: “I see… and I think I understand what you mean now. But the contract is not on your name, am I seeing this right?”

Client: “No, it’s in [Organization]’s. But I can’t live here, not with that number.”

Me: “Well… weren’t you told of the house number before you got the key?”

Client: “Yes, but I wasn’t allowed to refuse. I was homeless and all… but I just can’t stay here.”

Me: “Well, house numbers are assigned by City Hall, not by us.”

Client: “I went there and they told me to go to you. They told me you could change it.”

Me: “That’s odd… but I can let you know that our company won’t change a house number that’s existed since the seventies. We can’t just make up a number and put that instead for you.”

Client: “But you don’t understand! I can’t live under that number!”

Me: “I do understand, but this is something that will not be changed. If you knew this beforehand but couldn’t refuse, then it’s not something we are responsible for.”

Client: “So, you’re saying my only option is to move out?”

Me: “If you don’t want that house number, then I’m afraid that is the only option, because we won’t change that number.”

Client: “Well… thanks for nothing!” *Hangs up*

I tried to show empathy, but I was just too amazed to put myself into this man’s shoes.