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Screening Reports

  • Updated

What you'll learn in this article:

 

Why was my applicant’s credit report unable to be pulled? Or why does their credit report not contain a credit score?

There are a few different reasons an applicant’s credit report may not have a credit score. The most common reason is that not enough records exist to create the report. This can happen if your applicant has not opened a credit account, or no accounts have been reported to Experian. In rare cases, there may be other reasons why a credit report can’t be pulled or a credit score can’t be generated. 

If your applicant does not have more details, encourage them to reach out to Experian directly for more information on their credit file, as Zillow representatives do not have access to their personal information. Here are the contact numbers for Experian: 

  • 1-888-397-3742 
  • 1-800-509-8495

 

Why does a tenants background check show as unavailable, or delayed?

The background report displays as unavailable when the applicant does not enter a social security number. If a user does not have an SSN they can still submit an application, go through ID verification, and request a credit report, but will not be able to request or create a background check report. If your renter wants to include their SSN to generate a report, see this article on how to help them troubleshoot.

Other potential reasons include: the report being in dispute, there is a security freeze on the background report, or other technical issues. For more information on this, visit this article on how to report an issue with viewing a background check.

 

 

Why do I have to verify my identity and enter my SSN?

In order for you to access the detailed screening reports for applicants that have applied to your rental listing, we require that you verify your identity. This helps us protect the privacy of renters’ sensitive information and comply with the Fair Credit Reporting Act.

ID verification won’t affect your credit score. Additionally, the Social Security number is not a required field - it’s possible that Experian can verify your identity just using your name, date of birth, address, and answers to privacy questions. 

For property managers who have multiple employees that can access applications, one person is designated as the application manager. If you’re not the application manager, we also require that the application manager of your user company complete ID verification. 

To verify your identity:

  1. Log in to your Zillow Rental Manager.
  2. View your properties.
  3. On the listing in question, go to the Applications tab > the application you would like to view or select 'View more' to view all submitted applications
  4. Choose the application you wish to view.
  5. View the screening reports.
  6. Fill out the required fields, and answer all of the verification questions.

If you are having difficulty after answering all of the verification questions, visit our FAQ for troubleshooting steps and more information.

We take the security of our users’ information seriously. We intentionally limit the amount of sensitive data we store, and we use multiple layers of security to keep your data safe. Additionally, we continually review and update our practices to stay on top of evolving threats. For more details on the types of information Zillow stores, see our Privacy Policy. By using Zillow to view your applicants' detailed screening reports, you are granting Zillow and Experian the right, power, and authority to review, access, and transmit your personal information. Your information will be transferred, stored, and processed by Experian in accordance with the Experian Privacy Policy. For more information about how our third-party partners store and use your information, see our Rental User Terms.

 

 

What does a credit report include?

Credit reports are conducted by Experian, a third-party provider. Results are normally delivered instantly.

Credit reports include information about:

Consumers credit history

  • Vantage 3 Score
  • Trades
  • Inquiries
  • Public Records – Bankruptcy Data

Consumers name, address and employment history

  • Up to 6 names (AKAs, nicknames, maiden)
  • Up to 3 addresses found via Experian's public record search
  • Up to 2 employments

View a sample credit report by clicking on this link

What is a Vantage 3 Score?

A Vantage 3 Score is a type of credit scoring model, used by Experian to generate the score on your credit report. The Vantage score 3 uses the same credit scoring range as the FICO score which is between 300-850. For more information about the Vantage 3 credit scoring model, view this article.

How do credit inquiries affect my credit score?

Hard inquiries will remain on your credit report for two years, before dropping off. Effects to your credit may vary, view this article for more information: 

When generating your credit report through Zillow to apply to a rental property, a soft pull is used and does not have an effect on your credit. When verifying your identity through Zillow to view screening reports, a soft pull is used and does not have an effect on your credit.

How long will a bankruptcy remain on my credit report?

Bankruptcies will remain on a credit report for 7-10 years based on the type of filing. Bankruptcies are deleted from credit reports based on the filing date. The discharge date has no effect on when the bankruptcy or accounts included in the bankruptcy are deleted. A Chapter 7 bankruptcy filing will be deleted from a credit report after 10 years, while a Chapter 13 bankruptcy filing will be deleted from a credit report after 7 years. For more information, view this article.

 

Can I customize the fields for the background check?

The report is non-customizable at this time and will return all the data available, except in cases where the reports are modified to reflect state local laws. You can find a sample report here and information about modifications made to reflect state and local laws here.

 

Why can't I verify my identity?

There can be various reasons that your identity cannot be verified:

  1. Experian cannot match your personal information (name, social security number, current address) to any records because either the information provided is wrong, or there is no file match.
  2. The answers to authentication questions are incorrect.
  3. Your credit file is frozen with Experian.
  4. An issue with your IP address (internet location). Double-check the information you entered (name, DOB, SSN, address) and try opening your application from a different location or device. If you are connected to WIFI, try disconnecting from the WIFI and use your cellular data instead. Or if you run into any additional troubles from your mobile device, try from a different device such as a desktop or laptop.
  5. You entered an international address or phone number. Note: These are not currently supported. 
  6. You are currently outside of the US. If this is the case, you will be unable to proceed to the screening reports for your application. The screening report is restrained to US IP addresses only, due to restrictions in our contracts with our partners. If you are living outside of the U.S. and have access to a valid U.S. IP address or VPN (military or employer-provided), connect to it before viewing the screening reports in your prospective tenant's application. 

If you are receiving a message that Experian was unable to verify your identity and you believe that it is an error, try the following troubleshooting steps:

  1. Enter your full legal name, not a nickname or abbreviated version of your name (example: enter Jennifer vs. Jenn).
  2. Double-check your address and zip code.  If you haven't been living at your new address for long, try using a previous address.
  3. Although a social security number is not required, try entering your social security number as an added method of verification.

If you're entering all the information correctly, but still cannot ID verify, contact Experian here or call 1-800-509-8495. 

 

Will CIC verify employment or past rental history?

No. The background check provided by CIC does not verify employment or rental history. When utilizing Zillow Rental Applications, applicants must agree to share their information with landlords, as well as authorize them to contact any relevant parties that they have included within their application, prior to submitting. 

Additionally, the application includes the option for renters to upload verification documents such as recent pay stubs, W2, tax returns, bank statements, and employment offer letters, for the landlord to verify if it is part of their rental criteria. If a renter has not uploaded any documents but would like to, they will need to re-apply. Here are instructions for this:

  1. Access the application from your Renter Hub.
  2. Click on the application you want to add income verification documents to.
  3. Click Withdraw.
  4. Either use the Apply Now button on the listing or request another application invitation from the landlord.
  5. Go to the Income History section.
  6. Upload your income verification documents.
  7. Submit the new application to the landlord.

 

Can I do just a background check or just a credit check, but not both?

No. This service comes as a bundled package. However, you can simply choose to ignore one part of the report if you do not need it for selecting an applicant.

 

How long do background checks and credit checks take?

Most credit and background checks will be returned within minutes. If the applicant does not have enough credit history to generate a report, their credit report will display as unavailable. If the applicant does not provide a social security number (SSN), the background report will display as unavailable. If the applicant is missing information that is necessary to pull a background check, she will be given up to three chances to re-enter her information to verify her identity and receive a background check. 

 

Can I trust this credit report and background check?

The credit report is provided by Experian, one of the three major credit reporting bureaus. The background check is provided by CIC, a leader in providing accurate and compliant background checks for global enterprises and startups.

Sample Reports:

If you'd like to report an issue with viewing the applicant’s credit report or background check, follow the instructions below:

  • Questions regarding the credit report, contact Experian
  • Questions regarding the applicant’s background check should be directed to CIC
  • All other questions should be directed to Zillow Rental Manager help: rentalapplications@zillow.com

 

What does the background check include?

In an effort to align with best practices under the Fair Housing Act and other federal law, certain results are excluded from the background search report. Zillow places limits on what’s produced as part of the criminal search. 

Criminal background reports are conducted by CIC, a third-party provider. Results are normally delivered instantly.

The criminal background report only includes convictions, and any arrests and non-convictions will not appear.

Background checks include public records searches of:

  • Nationwide housing court records (35+ million records)
  • National criminal record search (1.4+ billion records
  • Sex offender registry 

Background checks do not include:

  • Traffic and vehicle infractions (such as speeding tickets and parking offenses)
  • In-court county and state records searches
  • Federal court searches
  • Arrests that do not result in convictions

In some cases, background reports are modified to reflect state and local legal requirements. For more information on these requirements, see CIC's and Zillow's website. If you have questions about the background check or the applications product in general, contact rentalapplications@zillow.com.

 

 

Does requesting a credit report affect an applicant’s credit score?

No, requesting a credit report will not affect an applicant’s credit score. This type of credit report is considered a “soft pull” and has no impact on the applicant’s credit. 

What is included with the online rental application and third-party reports?

You’ll receive an identity verified renter application with a freshly pulled credit report, criminal background check, and housing court records.

The credit report is provided by Experian and all available data will be returned on the report. It includes open and closed account information with balance amounts, open dates, number of on-time payments, number of late payments, and date of last late payment. The report will also include collections with creditor and amount information, credit inquiries, and public record information (addresses, employers, and bankruptcies).

The background check is provided by CIC. It includes a nationwide housing court record search,  sex offender search,  and nationwide criminal search.

In some cases, background checks are modified to reflect state and local legal requirements. See more information here.

For more information on these requirements, see CIC's and Zillow's website.

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