"Sorry DT, but your ideas show poor judgement.
For one thing, you suggest that you will be recording phone calls:
Of course, I will continue to document any further inappropriate incidents, even by recording phone calls, if necessary.
Taping phone calls without consent from all parties involved is illegal. Enough said. Next point."
Actually, the laws vary by state. Some states require consent from all parties. Many only require consent from one party. Of course, I wouldn't recommend doing this where it is illegal. However, a person could still insist on recording a call if he feels that this is necessary to protect his rights. The other party would just have a choice on whether to give consent. In this case, if it got bad enough, Ironhill could refuse to discuss things with that person unless the discussion was taped. If she refused, Ironhill could insist on dealing with someone else. I mentioned it as a possibility because it indicates that there could be hard evidence of the rudeness if something isn't done. It could demonstrate the seriousness of the situation even if the calls aren't taped.
"Poor performance and behavior in the workplace can have many origins, but none of them should be the concern of a supervisor. What they should be concerned with is letting the out of line employee know that their behavior must change. Trying to connect the person's bad behavior to choices they have made in their personal life is complicated an unnecessary."
I disagree that the origins of the bad behavior shouldn't be relevent to the supervisor. An accusation of rudeness doesn't mean much. It could just be the result of a bad day or being busy or could be exaggerated by the person complaining. If, however, it is intentional and based on disagreements with the tenant's beliefs, then it suddenly becomes a very serious situation. If this rudeness is accompanied by inequitable treatment, then it could also be illegal.
"For example, you further suggest:
I realise that Ms. XYZ belongs to an organization that instructs its members to socially ostracise and avoid people with my beliefs.
This is an unproven accusation. People complain about religions they do not like all the time. How is this any different? Do you really want your complaint to be reduced to squabbles about religion? Making accusatory statements of this kind complicate what is otherwise a straight forward complaint letter."
I think this could easily be proven by just quoting from Watchtower literature. There are many statements that "apostates" should be shunned, even hated.
I agree that mentioning the religious angle can complicate things. It may be something that Ironwill would wish to avoid. On the other hand, a simple complaint about rudeness might be just denied and not taken seriously. I think the more serious matter is the refusing to do some kinds of business, unless it is with the children. This is a form of discrimination. I think a good case can be made that it is motivated by religion.