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.

View All Servicing Policy Updates

Download PDF

Hint: Ask in a form of a question.

D2-2-04: Sending a Borrower a Solicitation Package for a Workout Option (09/13/2017)

This topic contains information on sending the borrower a Borrower Solicitation Package for a workout option.

If at any time during the delinquency the servicer has achieved QRPC and has not obtained a resolution to the delinquency, the servicer must send the borrower a Borrower Solicitation Package, if a Borrower Solicitation Package has not previously been sent.

A Borrower Solicitation Package consists of the following documents:

  • Borrower Solicitation Letter (Form 745), or equivalent; and

  • Mortgage Assistance Application (Form 710), or equivalent, provided that the equivalent form requests the same financial information and documentation, hardship information, and attestations from the borrower.


Note: The servicer is authorized to include IRS Short Form Request for Individual Tax Return Transcript (IRS Form 4506T-EZ) or, if the servicer is aware that the borrower is self-employed or files IRS Form 1040 on a fiscal tax year, IRS Request for Transcript of Tax Return (IRS Form 4506-T), in the Borrower Solicitation Package.


If the servicer has not achieved QRPC or obtained a resolution to the delinquency by the 45th day of delinquency, the servicer must send either a Borrower Solicitation Letter (Form 745), or equivalent, or a Borrower Solicitation Package.


Note: If the servicer customizes Form 745, it must make the letter available to Fannie Mae upon request and it must retain references to the Homeowner’s HOPE™ Hotline Number (1-888-995-HOPE) within the Borrower Solicitation Package.


The servicer is authorized to

  • mail, fax, or electronically transmit copies of Form 745, or equivalent, and other documents associated with the Borrower Solicitation Package to a borrower; or

  • permit a borrower to copy, print, or download a copy of such documents via a secure servicer-provided Internet website.

See Selling Guide A2-5.1-03, Electronic Records, Signatures, and Transactions for information on electronic record requirements.

Related Articles

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