Servicing Guide

Published June 10, 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.

For best results, pose your search like a question.

Fannie Mae Property Preservation Matrix and Reference Guide April 2019 (Section 2: Technology and Photos)

Section 2: Technology and Photos

HomeTracker® Requirements

Submitting Bids in HomeTracker

Photo Requirements

 

HomeTracker® Requirements

HomeTracker® is the required method of submission for all over allowable bids. This system is specifically designed to streamline work processes and facilitate communication between Fannie Mae and the servicers. HomeTracker allows the servicer to search property information, submit bids, receive responses, track history, and print bids for files along with other functionality. The servicer must request access to HomeTracker by following the procedures in Requesting Fannie Mae Approval for Property Preservation and Maintenance in Servicing Guide F-1-08: Managing Foreclosure Proceedings or by contacting their servicer HomeTracker administrator. Any questions about the HomeTracker process can be sent to: property_preservation@fanniemae.com. 

In the event the loan is not available in HomeTracker, the servicer must submit bids with the required information found in Property Preservation Request for Repair (Form 1095) and include all necessary photo attachments to property_preservation@fanniemae.com.


Submitting Bids in HomeTracker

See the Servicer User Guide in the Learning Center of HomeTracker for specific directions on how to submit a bid via HomeTracker. The servicer must provide all required information and documentation when submitting bids.

The servicer has seven (7) calendar days from the Fannie Mae bid response date to submit any requested subsequent bids and/or additional information for reconsideration

Photo Requirements

Fannie Mae requires the servicer to make available all date stamped, before, during, and after photos and/or videos of all work completed. Depending on type of service performed, Fannie Mae will require photos showing any debris being hauled away (removed from property). The photos must clearly show work was performed to verify all work was completed. In addition to the requirements found in this Property Preservation Guide, the servicer must adhere to the requirements as set forth in Servicing Guide A2-5.2-03: Retention and Storage of Individual Mortgage Loan Files and Records.

General Photo Requirements

In addition to the servicer’s own photo requirements, Fannie Mae requires the following:

•    Date-stamped photos. 
•    Photos must remain clear at a dimension of 3.5” X 5”. 
•    Photos must be in color. 
•    Bid photos should be no older than 30 calendar days from the date the bid is submitted. 
•    Before, during and after photos should be taken from the same perspective and angle to show progression of work. 
•    Only submit photos associated with the service requested. 
•    Limit duplicate photos when possible. 
•    Front, rear and side views should be taken from a distance far enough away that the entire view of the property can be seen. 
•    Do not submit photos sideways or upside down. 
•    If providing a link to photos, the link must directly take the reviewer (no log in required) to the photos of the selected service only.
 

Note: It is recommended to limit photos to only four per page. All photos/videos provided must meet Fannie Mae system of record requirements.

Initial Secure and Initial/Ongoing Services Exterior Photo Requirements

In addition to the servicer’s own photo requirements and Fannie Mae’s general photo requirements, the following are required when performing initial and ongoing exterior services:

•    Photos of rekey/lockboxes, fence and outbuilding locks. 
•    Photos of contractor/servicer posting. 
•    Before and after of right and left side of the property from a distance to obtain full view of the sides. 
•    Before and after of the front of the property from street to obtain full view. 
•    Before and after photos of back of the property showing entire back yard, behind any outbuildings and view from back of home and facing back of home. 
•    Before, during, and after photos clearly showing all exterior services completed as defined in this Property Preservation Guide.
•    During photos must include removal/haul away photos of all existing/old materials, if applicable, i.e., debris shown in truck beds, dumpsters, trailers, etc. 
•    Photos of any damages that cannot be addressed within allowable. 

 

Initial/Ongoing Services Interior Photo Requirements

In addition to the servicer’s own photo requirements and Fannie Mae’s general photo requirements, the following are required when performing initial and ongoing interior services:

•    Front, rear and side views to confirm property location and condition on date of service. 
•    Photo of lockbox and keys. 
•    Photos of all interior rooms, including basement rooms, showing as much of the room as possible (ceilings/walls/floor). 
•    Photos of all mechanicals and circuit breakers. 
•    Before, during, and after photos clearly showing all interior services completed as defined in this Property Preservation Guide. 
•    During photos must include removal/haul away photos of all existing/old materials, if applicable, i.e., debris shown in truck beds, dumpsters, trailers, etc. 
•    Photos of any damages unable to address within allowable.  

Additional Photo Requirements

Throughout this Property Preservation Guide, there are additional photo requirements for the various services required to be performed and to assist the servicer when submitting for over allowable bid requests, expenses, and/or work completion.

Important:

All photos in this Property Preservation Guide are used for illustrative purposes only. All actual property photos supplied by the servicers must be date stamped.

Have You Tried Ask Poli?

Poli knows. Just ask.

Ask Poli features exclusive Q&As and
more—plus official Selling & Servicing
Guide
content.

Try Ask Poli

Related Articles

Fannie Mae Property Preservation Matrix and Reference Guide (Revisions for April 2019)

Revisions for April 2019 The Property Preservation Matrix and Reference Guide has been updated. Revisions include, but are not limited to, the pages noted...

Read more

Fannie Mae Property Preservation Matrix and Reference Guide April 2019 (Table of Contents)

Table of Contents Revisions for April 2019 Section 1: Introduction to Fannie Mae Property Preservation Property Preservation Matrix and Reference Guide...

Read more

Fannie Mae Property Preservation Matrix and Reference Guide April 2019 (Section 17: Addendums)

Section 17: Addendums    Timeline and Completion Schedules  Debris and Personal Property Cubic Yard Matrix         ...

Read more

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

Get Started
X
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 emailAsk_Poli@fanniemae.com.