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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Fannie Mae Property Preservation Matrix and Reference Guide April 2019 (Section 5: Initial Securing and Initial Services) (Initial Securing)

Section 5: Initial Securing and Initial Services    

See below for sub-topic: Section 5: Initial Securing and Initial Services: Initial Securing

To see other sub-topics for Section 5: Initial Securing and Initial Services, please click on any of the topics below:

Section 5: Initial Securing and Initial Services: Overview

Section 5: Initial Securing and Initial Services: Initial Services: Property Exterior

Section 5: Initial Securing and Initial Services: Initial Services: Property Interior

Section 5: Initial Securing and Initial Services: Identifying Property Conditions  
 

Initial Services: Initial Securing

Fannie Mae expects properties to remain secure while the property is delinquent and vacant. The servicer must ensure all access points are secure upon leaving the property. If a lockbox is utilized, keys must be returned to the lockbox prior to leaving the property.

Rekey / Lock Changes (Knob / Padlock / Slider / Window Locks / Lockboxes)

The servicer is required to rekey or change locks on an exterior rear or a secondary door for access on the main dwelling of vacant properties. Only one lock is to be changed on main dwellings for access. The main entrance should be rekeyed or have the lock changed when it is the only option for gaining access. It is the servicer’s discretion whether or not to install a lockbox. Should a lockbox be utilized at the property, only one lockbox may be installed for the life of the loan under the Padlock/Hasp and Padlock Allowable. In the event the main dwelling becomes unsecure or the servicer’s lock(s) are changed, the servicer must proceed with re-securing to gain access utilizing lock change allowable. Refer to Section 16: Reimbursement Requests within this Property Preservation Guide for further guidance on the Slider Lock/Window Lock, Padlock/Hasp and Padlock, and/or Knob Lock/Knob Lock with Deadbolt Allowables.

Expectations

  • All lock changes include the removal and replacement of the lock which includes the deadbolt, should there be one present. 

    • If the servicer utilizes a lockbox, Fannie Mae will reimburse the servicer within the Padlock/Hasp and Padlock Allowable expense line without prior approval. Lockbox should be placed on the secondary door so as to not interfere with any realtor lockbox.

    • Place any previous locksets and deadbolts in a kitchen drawer. Do not discard.

  • When the property is a condo and cannot be rekeyed or have lock changed, the servicer must contact the condo association and obtain a copy of the key for access.

  • Garage doors must be secured as a part of the initial secure, existing locks to remain when possible, or by adding a padlock. 

  • Outbuildings must be secured with existing locks when possible or by adding a padlock.

  • Slider locks and window locks must be repaired/replaced when existing locks are inoperable or are not present on the main level and where accessible.

Photo Examples

Example of Before and After Window Locks


      

Example of Incomplete Lock Change


 
Photo shows completed lock change, however old lockset must be placed in a kitchen drawer. Do not leave on the ground.


Secure Detached Structure 

A detached structure is described as a building that is not directly attached to the main building; something that is not affixed to the main property. Examples of detached structures include a shed, garage, or barn.

Expectations

  • All detached structures must be secured with existing locks when possible or by adding a padlock. 

  • Missing or inoperable doors must be replaced using the Exterior Door / Door Jamb Allowables.

  • Area around the detached structure must be cleared of vegetation and debris.

Most damage that would prevent securing of the detached structure can be addressed utilizing an allowable. Any damage preventing securing of the structure that cannot be completed within an allowable should have a bid submitted via HomeTracker within fifteen (15) calendar days from discovery of the damage.

What To Do If

If…

Then…

The detached structure is collapsing, fire damaged, or too unstable to repair,

Utilize the Boarding Allowable to plywood board any unsecured openings including window openings. Submit bids to demolish the detached structure. Refer toSection 2: Technology and Photos within this Property Preservation Guide for bid submission details.


When Submitting a Bid

Refer to Section 2: Technology and Photos within this Property Preservation Guide for bid submission guidelines.

Photo Examples

Examples of Detached Structures

      
Detached structures must be secured. The area around the structure is to be clear of vegetation and debris

 

Contractor Posting

The servicer must remove any previous contractor postings containing incorrect information and post the property with the servicer’s and/or the field services vendor’s correct emergency contact information and ensure posting remains clearly visible while the loan is delinquent and the property is vacant. Fannie Mae preference is to clearly post emergency contact information on the front door and/or front window of the main dwelling. 

Posting must meet legal requirements and/or local ordinance/association standards when they differ from Fannie Mae requirements. 

Photo Examples

Examples of Documenting Contractor Postings


      

 

Boarding

The servicer must ensure properties are boarded with plywood to prevent vandalism when exterior non-window openings are not otherwise securable. Boarding is measured in united inches (UI). To calculate UI, add length and width (e.g., a 36 inch x 60 inch window is equal to 96 UI). The servicer may utilize the Graffiti Removal Allowable to paint the plywood boards according to local ordinance/association standards.

The Boarding Allowable may be used for plywood in the following instances:

  • Crawl spaces

  • Pet doors

  • Severely fire damaged / pre-demolition properties

Photo Examples


Examples of Before and After Boarding
      
      


Clear Boarding and Reglaze / Repair / Replace Window

Clear boarding is a polycarbonate board-up system which offers a very unique alternative to using plywood if a property requires boarding. Clear boarding combines the necessary strength to protect a property with transparent window covers, giving an appearance of traditional windows, and securing the property without exposing its vacancy to onlookers. 

Reglazing is replacing the glass within the window frame. A broken pane, deterioration over time or broken glass can lead to a window’s need to be reglazed. The Repair / Replace Window Allowable can be utilized to reglaze a window or repair any portion of the window (except the lock) in order to secure the property.

Fannie Mae allows the servicer fourteen (14) calendar days to secure the property from the FTV. Within the fourteen (14) day timeframe, the window(s) should either be reglazed, repaired or clear boarded if found unsecured. If it is discovered that the window(s) needs to be reglazed, repaired or clear boarded any time after the initial secure timeframe, the appropriate service must be completed within three (3) calendar days of discovery.

Clear boarding is required in cases where plywood would have previously been utilized on windows. Exceptions where plywood may be acceptable:

  • Severely fire damaged or pre-demolition properties. Contact Fannie Mae on a case by case basis for exceptions.

  • Non-window openings such as crawl spaces, pet doors, etc.

Expectations

  • Where feasible, Fannie Mae prefers to re-glaze/repair windows. The servicer should determine the appropriate strategy. Cost, number of windows, likelihood of additional breaks, etc. should all be considered.

  • Outbuildings (detached and attached structures) must be secured. The servicer must reglaze, repair or clear board all unsecured outbuilding windows. If the outbuilding is too unstable to repair, the servicer must submit a bid to demolish the outbuilding and utilize the Boarding Allowable to plywood board any unsecured openings including window openings. If there is doubt about the condition of the outbuilding, the servicer must submit bids for the servicer’s preferred action to Fannie Mae via HomeTracker. Refer to Section 2: Technology and Photos within this Property Preservation Guide for bid submission guidelines.

  • The servicer must follow only Fannie Mae approved installation methods for clear boarding.

    • Clear boarding must be completed with high strength, polycarbonate sheeting with a minimum thickness of 3/16th inch. Acrylic and Plexiglas® products are not acceptable. 

    • SecureView™ and InvisiBoard™ are approved material by Fannie Mae for use. All other material must be demonstrated in the field and approved by Fannie Mae prior to use. 

    • SecureView™ and InvisiBoard™ have approved installation and bracing methods. Use of wood material is NOT an acceptable bracing method. All other installation/bracing methods and/or material must be demonstrated in the field and approved by Fannie Mae prior to use.

    • Fasteners and carriage bolts must be made of high strength galvanized steel. Bolts must be cut down to two inches or less and rubber capped to avoid injury. 

    • Installation must not cause damage to the property. 

  • The servicer must use the Debris Removal Allowable to haul off any plywood removed during reglazing, repair or clear boarding of windows. The removal can typically be completed within one cubic yard. Refer to Exterior Debris Removal within this section for further details. 

What To Do If

If…

Then…

Clear Boarding material is not immediately available and reglazing/repairing the window is not an option,

Install Clear Boarding within three (3) calendar days from discovery of the unsecured window opening.

Any exterior doors allowing access to the interior of the property are missing,

Replace exterior doors using the Exterior Door Allowable. See Exterior Doors within this section for more information.

There is debris left from deboarding a previously plywood boarded window opening,

Deboarding debris may be removed using the Debris Allowable. In most cases this should not be more than one cubic yard. In the event the allowable has already been used; refer to Exterior Debris Removalwithin this section for further details.

The property had broken window(s) and the servicer chose to reglaze/repair and later any window breaks,

Clear board any broken windows.

The property is found severely vandalized upon Initial Secure,

Clear board all windows on the main level of the property only and also where access can be gained on other levels. The servicer must address any other broken/missing window on secondary levels with either reglazing/repairing/clear boarding at the servicer’s discretion. Refer to Exterior Doors within this section for further details on the necessary additional securing measures.

The property has a sliding glass door and the glass needs to be reglazed,

Utilize the Repair / Replace Window Allowable to replace the glass in the sliding glass door.

The property has a sliding glass door and the glass cannot be reglazed,

Utilize the Exterior Door Allowable to repair or replace the door.


Photo Examples

Examples of Clear Boarding
      
      
      


Examples of Deficient Clear Boarding


      
      

Security Door

A Security Door Allowable must only be utilized when the property is so severely damaged that a new exterior door and/or door frame does not make financial sense or cannot be put on due to the structure damage (e.g., severe fire damage). The security door must only be installed in areas that require future access. The Security Door Allowable includes boarding, painting the board to match the house and all hardware. 

Exception: The servicer may utilize the Security Door Allowable to place a security door on the property when the exterior door cannot be replaced within the Exterior Door / Door Jamb Allowable(s) and the existing door cannot be secured with additional hardware (i.e., padlock and hasp) while waiting for approval of an over allowable bid. 

Photo Examples

Example of Security Door


 
Properly installed, painted, and secured security door.


Example of Deficient Security Door


 
 
Security door improperly installed leaving no access to the property. Painting of the door to match trim is also required.


Exterior Door / Exterior Door Jamb

The Exterior Door Allowable must be used to repair/replace missing or inoperable exterior doors including installation of a door jamb and hinge protection product to secure the interior of the main dwelling or detached structure. The preferred method is to repair the door and/or door jamb when possible in a manner that is consistent with pre-damage condition. 

The Exterior Door Jamb Allowable must be used to replace/repair missing or damaged/split door jamb/frames, including installation of a door jamb protection product. 

In the rare instance either repair or replacement cannot be completed within the applicable allowable, a bid must be submitted. Refer to Section 2: Technology and Photos within this Property Preservation Guide for bid submission guidelines.

If it is discovered that the exterior door and/or door jambs need to be repaired and/or replaced any time after the initial secure timeframe, the appropriate service must be completed within three (3) calendar days of discovery. The servicer must attempt to secure the property as best as possible in the interim utilizing the Padlock/Hasp and Padlock Allowables.

Expectations

  • When providing exterior door replacement, ensure door fits properly and is adjusted and seals to prevent water from leaking in. There should be no gaps seen when service is complete.

  • Replacement of the standard sized exterior door must be with a new exterior-rated door, either steel or wood door-rated materials. Use of interior-rated doors is strictly prohibited.

  • Any new exterior door which also requires a new frame must be double bored for easy lockset and deadbolt installation.

  • Each new exterior door with frame replaced must include deadbolt lock to increase security. Plated lock holes and hasp locks are not acceptable at any time. Locksets are required on all door replacements.  

  • Replacement of any exterior door to main dwelling or detached structure must also include installation of a door jamb and hinge protection product (Door Armor® MAX Combo). If there are other exterior doors which provide access to interior of the main dwelling but do not require repair or replacement, the servicer must install a door jamb protection product (Door Armor MINI Combo) on each of those doors as well. 

  • The Door Armor MAX Combo (door jamb and door hinge protection) and the Door Armor MINI Combo (door jamb protection) are the two approved products made by Armor Concepts®. All other material must be demonstrated in the field and approved by Fannie Mae prior to use.

  • When replacement or repairs are made only to the door jamb, a door jamb protection product (Door Armor MINI Combo) must also be installed.

  • This allowable is not to be used to replace missing screen or storm doors.


What To Do If

If…

Then…

All exterior doors and door jambs are functioning and secure,

No action is required.

The entire door is missing or irreparable,

Replace the exterior door with exterior door rated materials and install a door jamb and door hinge protection product.

If unable to complete within the allowable, secure with a security door and submit a bid to replace the door. Refer toSection 2: Technology and Photos within this Property Preservation Guide for bid submission guidance.

The entire door is missing or irreparable on a detached structure,

Replace the exterior door with exterior door rated materials and install a door jamb and door hinge protection product.

Repairs are made to the door jamb of a door allowing access to the interior of the property or to a detached structure,

Install a door jamb protection product.

An exterior door is replaced and the door jamb and door hinge protection product is installed,

Install a door jamb protection product on all remaining exterior doors which allow access to the interior of the property. This must be done regardless of any work performed on the door or door jamb.

The property is found severely vandalized upon Initial Secure,

Install a door jamb protection product on every exterior door which provides interior access to the property, unless the door is replaced, which in those cases, install the door jamb and hinge protection product. Refer to Clear Boarding within this section for further details on necessary additional securing measures.

The property has a sliding glass door and the glass needs to be reglazed,

Utilize the Repair / Replace Window Allowable to replace the glass in the sliding glass door.

The property has a sliding glass door and the glass cannot be reglazed,

Utilize the Exterior Door Allowable to repair or replace the door.


Photo Examples

Examples of Exterior Door and Door Jamb and Hinge Protection


      


Examples of Before and After Exterior Door Replacement
      
      


Example of Deficient Door Jamb Repair


 
 
Nailing the door jamb together is not acceptable.

Repair Garage Door 

This Repair Garage Door Allowable must be utilized to secure overhead garage doors when unsecured. This includes replacing missing panels with like panels, repairing/replacing hardware (e.g., roller, tracks, springs, etc.) in order to close and secure the overhead garage door. If unable to close and secure the overhead garage door within the allowable, a bid must be submitted via HomeTracker. 

What To Do If

If…

Then…

The entire overhead garage door is missing where a previous door existed,

Submit a bid to replace.

The overhead garage door is unsecured and the garage structure is in good condition,

Utilize the Repair Garage Door Allowable to secure.

The overhead garage door cannot be repaired within the allowable,

Submit bids to repair or replace the door, whichever is most cost effective.

The garage is collapsing, fire damaged, or too unstable to repair AND is a detached structure,

Utilize the Boarding Allowable to plywood board any unsecured openings including window openings. Submit bids to demolish the detached structure. Refer toSection 2: Technology and Photos within this Property Preservation Guide for bid submission details.

The garage has an automatic door opener,

Unplug the door opener from the power source.


Photo Examples

Example of Before and After Repair Garage Door
      

Pool / Hot Tub / Spa Securing 

If the property has a pool, hot tub and/or spa, the servicer must ensure the pool, hot tub and/or spa are covered and the fence, lanai and/or gate are intact, secured with a padlock, and are a minimum of four feet high. Refer to Pool Covers and Fence Repair within this section for further details and allowable usage.

Pool / Hot Tub / Spa Covers

Regardless of fence/lanai/gate being present, pools must be covered using the Pool Cover Allowable. Pools must be covered in the following manner: 

  • Cover below ground pools with a polypropylene safety cover properly anchored to the pool deck. Use of roof tarps/non-polypropylene material as a cover on below ground pools is strictly prohibited by Fannie Mae.

  • When a below ground pool cannot be covered utilizing the Pool Cover Allowable (i.e., raised and attached hot tubs), submit a bid for a polypropylene pool cover.   

  • Tarp above ground pools by properly anchoring tarp to the ground/deck.

    • Covering above ground pools may only be completed when the above ground pool is in excellent and usable condition. It is the servicer’s discretion to either cover or dismantle and move the above ground pool to a secured outbuilding or garage. The servicer must submit a bid via HomeTracker to dismantle and move the pool if unable to complete within the Move Personal Property Allowable.

    • If the above ground pool is in poor condition, the servicer must remove the pool as debris. Refer to Exterior Debris Removalwithin this section for further details. Poor condition includes, but is not limited to, when the above ground pool is no longer functional, partially collapsed, or interior membrane has been damaged.

Notes: When covering an above ground pool or hot tub/spa, the cost of the service is significantly lower than covering a below ground pool, therefore the entire Pool Cover Allowable should not be used. 

The servicer must use mosquito prevention products to drop into the pool prior to covering the pool. Refer to Extermination within this section of this Property Preservation Guide for bid submission details.

Once any pool/hot tub/spa is covered, the servicer must continue to remove water, leaves and debris from the cover. Refer to Yard Services within this section for further details.

If the servicer is unable to cover a pool within the allowable, the servicer must submit an over allowable bid via HomeTracker. Refer to Section 2: Technology and Photos within this Property Preservation Guide for bid submission details.

Photo Examples

Examples of Pool Covers

   
Fence Repair 

The Fence Repair Allowable must be used to repair and/or replace unsecured fences/gates/lanais. The servicer must submit a bid to repair and/or replace the fence/gate/lanai when it is unable to be secured within the allowable. The allowable should be used for all fence/gate/lanai repairs including but not limited to:

  • Chain Links  

  • Fence Repair

  • Gate Locking Mechanism    

  • Gates

  • Lanai

  • Pickets

  • Posts    

Expectations

  • When repairing/replacing fences/gates/lanai, ensure the materials used match as closely as possible to current materials 

  • Painting or staining of material to match existing fence color is not required. 

What To Do If

If…

Then…

The entire fence is missing or has fallen over and CANNOT be repaired/replaced within the allowable, AND a pool/hot tub/spa is present,

Remove any remaining debris and submit a bid to repair/replace the fence/gate/lanai. Cover pool/hot tub/spa as required. Refer to the Pool Covers and Exterior Debris Removal within this section for further details.

The entire fence is missing or has fallen over and CANNOT be repaired/replaced within the allowable, AND a pool/hot tub/spa is NOT present, AND local ordinance/association DOES NOT require fencing,

Remove any remaining debris. No further action is required. Refer to the Exterior Debris Removalwithin this section for further details.

The entire fence is missing or has fallen over and CANNOT be repaired/replaced within the allowable, AND a pool/hot tub/spa is NOT present, AND local ordinance/association DOES require fencing,

Remove debris and submit a bid to repair/replace fence/gate/lanai if unable to service within the allowable. Refer to theExterior Debris Removalwithin this section for further details. Bids must include a copy of the local ordinance/association standards. Refer toSection 2: Technology and Photos within this Property Preservation Guide for bid submission details.


Photo Examples

Examples of Before and After Fence Repair
      
      


Examples of Before, During, After and Haul Away of Fence Repair


      
      
Examples of Deficient Fence Repair
      

 

To see other sub-topics for Section 5: Initial Securing and Initial Services, please click on any of the topics below:

Section 5: Initial Securing and Initial Services: Overview

Section 5: Initial Securing and Initial Services: Initial Services: Property Exterior

Section 5: Initial Securing and Initial Services: Initial Services: Property Interior

Section 5: Initial Securing and Initial Services: Identifying Property Conditions

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