Servicing Guide

Published February 12, 2020

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.

View All Servicing Policy Updates

Download PDF

Hint: Ask in a form of a question.

What action must be taken if the servicer wants to proceed with performing repairs and addressing urgent conditions for properties damaged by a disaster?

The servicer must proceed with initial securing requirements when applicable and follow the Bid After The Fact (BATF) protocol when appropriate. When the servicer determines that there are damages to the property, the servicer is encouraged to address urgent conditions immediately with temporary repairs, as necessary and prior to Fannie Mae approval for matters outside the allowable threshold, in accordance with the BATF process outlined in Section 12: Bid After The Fact of this Property Preservation Guide. Servicer must submit all BATFs within fifteen (15) calendar days of the completion of work and must include before, during, and after photos as well as haul away photos, when applicable. Fannie Mae will give deference to servicer decisions on such repairs and will approve BATF requests as long as the preservation repairs and associated costs keep with the intended spirit of Fannie Mae's disaster assistance policies and are not materially unreasonable or unnecessary, as Fannie Mae recognizes that there may be restraints to materials as well as increased costs of resources (labor, supplies, etc.) due to demand and limited availability.

If the property has been damaged but the damage does not affect the safety, soundness, or structural integrity of the property and the repair items are covered by insurance, the servicer must not make any permanent repairs until the insurance adjuster has had the opportunity to assess the damage. After the insurance adjuster has assessed the damage, the servicer must submit applicable bids via HomeTracker (if servicer is unable to complete within appropriate allowable thresholds) to make those permanent repairs that will cause further damage if not addressed.

If the servicer determines that the property is a candidate for demolition, the servicer must assess the condition and secure the property to avoid safety hazards, ensure a hazard insurance claim is filed and submit bids to demolish the property via HomeTracker. Refer to Demolition/Condemnation within this section for further direction.

Servicers must document all damage before preserving and/or removing any damaged material from the property.

For additional information please see: Property Preservation Matrix and Reference Guide, Section 8, Damaged Properties/Disaster Impacted Properties.

Related Articles

How should the servicer notify Fannie Mae of a property preservation matrix code violation for a property in REO?

If the servicer receives a code violation or otherwise determines a property is in disrepair and the property is in Fannie Mae's REO inventory, The...

Read more

What if the servicer has a question that they cannot find an answer to in the Property Preservation Matrix and Reference Guide?

Throughout this Property Preservation Guide, it is not possible to provide guidance or expectations on every possible situation a servicer may encounter....

Read more

What are the Property Preservation Matrix requirements for property maintenance?

The servicer is required to maintain the interior and the exterior of the property year round. Fannie Mae provides the servicer with allowable thresholds...

Read more

Have guide questions? Get answers to all of your policy questions, straight from the source.

Get Started
Having Issues with Seeing this Page Correctly?

Use Firefox or Chrome   How to do a hard refresh in Internet Explorer
We recommend that you use the latest version of FireFox or Chrome.

Download Firefox
Download Chrome
  A hard refresh will clear the browsers cache for a specific page and force the most recent version of a page.
    Hold the Ctrl key and press the F5 key.

Email Us
If you still have Technical Support questions, feel free to