In every mortgage crisis, communication with mortgage servicers is critical. When the COVID-19 pandemic hit and mortgage payment forbearance was enacted by Congress, NHRC moved to improve communication between mortgage servicers, homeowners and housing counselors. We have assembled a directory of mortgage servicer telephone lines and online intake portals for homeowners to reach their servicer directly. The consumer servicer directory is available here and we update it regularly.
We also have a second directory for housing counselors with servicer communication channels exclusively for counselors along with escalation lines for counselors to solve problems with servicers. This counselor directory is only available for counselors with HUD approved housing counseling agencies. It is on our website, and is password protected, so that only housing counselors will have access. As a result, servicers will know they are working with a professional housing counselor with training in delinquency counseling. And the communication channels will not be overwhelmed by users. Counselors will have written permission from homeowners to share information and discuss their cases with mortgage servicers.
Thirty-four mortgage servicers participate in the directory and early reviews have been very positive. Creating the directory prompted several major servicers to establish counselor hotlines and dedicated staff to facilitate resolutions. The HUD Office of Housing Counseling, HopeNow, and the Housing Policy Council provided valuable help in assembling these lists.
We will continue to update these directories. If you have any additions or corrections, please send them to Ellie Pepper at firstname.lastname@example.org. And for counselors, please share your experiences with the directory, so that we know what is working and what needs improvement.