Servicing Guide

The Servicing Guide is organized into parts that reflect how lenders generally categorize various aspects of their business relationship with Fannie Mae. To begin browsing, select from any of the sections below. You may also download the entire Servicing Guide in PDF format.

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Can a servicer evaluate a borrower for a forbearance plan without obtaining a complete Borrower Response Package (BRP)?

Yes, a servicer is authorized to evaluate the borrower for a forbearance plan without receiving a complete BRP.  The servicer is not required to obtain documentation of the borrower’s hardship. However, the servicer must obtain Quality Right Party Contact (QRPC) with the borrower and establish that the borrower has an eligible hardship. Per Lender Letter LL-2020-02, Impact of COVID-19 on Servicing, when determining eligibility for a forbearance plan for a borrower impacted by COVID-19, the property securing the mortgage loan may be a principal residence, a second home, or an investment property. See Page 2 of the Mortgage Assistance Application (Form 710) for a  list of eligible hardships.

If the servicer determines the borrower is not eligible for a forbearance plan per the requirements in the Servicing Guide, but there are acceptable mitigating circumstances, it must request our prior written approval following the existing process. This process requires completion of the Forbearance Exception Request Template and submission to The subject line must Include “Forbearance.” See Servicing Guide D2-3.2-01, Forbearance Plan for additional information. 

This FAQ is from the Fannie Mae COVID-19 Frequently Asked Questions.

See below for more information on COVID-19:

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Will credit reporting be suppressed for borrowers that are impacted by COVID-19?

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