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Request Mortgage Help Online

Video - How the Loan Modification Process Works

Loan modification process Your home preservation specialist will guide you every step of the way.

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Get started with a loan modification


If you need mortgage payment assistance, you can start the process online using the request form on our Homeowner Assistance website. (Already started on the loan modification process? Check status.)

How it works

1. Select Get Started below, which will take you away from to the Homeowner Assistance website.

2. Verify your account by entering the following:

  • The last 4 digits of your Social Security number
  • Your loan number
  • Your property ZIP code

3. Complete the request form, which collects the following:

Loan information

Step 1 of the online request form is labeled Loan Information, and collects the following information:

  • Whether you currently live at the property
  • Whether the property is your primary residence
  • How many units are in the property
  • Whether you intend to keep the property
  • What prompted you to use this website
  • Which of the following best describes your reason for hardship:
    • Death of the borrower or co-borrower
    • Death of a family member
    • Illness of the borrower or co-borrower
    • Illness of a family member
    • Marital difficulties
    • Energy or environmental issues with the property
    • Structural issues with the property or disputes with the builder
    • Property loss due to an unusual or unexpected event
    • Inability to sell the property
    • Inability to rent the property
    • Military service
    • Job loss
    • Job transfer or relocation
    • Business failure
    • Too many expenses


Step 2 of the online request form is labeled Income, and collects the following information:

  • Employment status (employed, self-employed, or unemployed)
  • Occupation
  • Employer
  • The amount and frequency for each of the following income types that you receive:
    • Gross income (pre-tax pay — your salary or wages before any taxes or deductions)
    • Take-home pay (your net pay — the amount you actually receive)
    • Unemployment benefits
    • Disability benefits
    • Social Security benefits
    • Rental income (any income you receive from rent payments)
    • Interest and dividends (any income you receive from investments or annuities)
    • Other income


Step 3 of the online request form is labeled Expenses, and collects the following information:

  • The number of people living in your household
  • The number of vehicles owned or leased by members of your household
  • The estimated amount your household spends each month on the following:
    • Food
    • Utilities
    • Transportation
    • Cable and internet
    • Medical expenses
    • Child support and alimony
    • Lines of credit
    • Property maintenance
    • Dry cleaning and clothing
    • Personal loans
    • Property taxes (if not included in your mortgage payment)
    • Required property insurance (if not included in your mortgage payment)
    • Homeowners association fees
    • Tuition and school expenses
    • Other expenses
4. We'll review your information to determine what programs you may be eligible for, and a home preservation specialist will contact you to discuss your options and next steps. 

Contact us if you need help or have questions

If you're not sure how to complete the form, or would prefer to give us your information over the phone, call 1-800-678-7986 to speak with a home preservation specialist.

Ask for payment help. Get Started
Or call 1-800-678-7986