Your mortgage-servicer call preparation sheet
A job change, unexpected repair, or household disruption can make the next payment uncertain. Organize the facts before the situation becomes harder to explain. These preparation resources are for homeowners across the United States; they do not promise a particular mortgage outcome.
Describe the change in plain language
Write a short factual description of what changed, when it began, and whether it appears temporary or ongoing. You do not need a polished story. A recent reduction in income, an expense you can document, and a realistic estimate of future income are more useful than a broad statement that things are difficult.
Gather a current account snapshot
Set aside your most recent mortgage statement, notices, household income records, and a list of essential expenses. Keep original files and send copies through the channel your servicer confirms. Redact information that an unrelated prospective buyer does not need, and do not post loan-account documents in a public form or social-media comment.
Use a question list, not an assumed solution
Ask what assistance options the servicer will consider, which application or documents are needed, how receipt is confirmed, and whom to contact about incomplete information. Ask for the terms of any proposed arrangement in writing. Do not assume a pause, reduced payment, or application review means missed amounts disappear.
Track the conversation to completion
After the call, record the date, representative, requested items, and follow-up method. Put reminders next to each item. If your circumstances change, update the facts you share. Use an independent housing counselor when you need help understanding the process; this website does not negotiate a modification or decide eligibility.
Public resources
- CFPB: getting started when mortgage payments are difficult
- Find a HUD-approved housing counselor by location
- CFPB: recognize mortgage-relief scams
Information for homeowners across the United States. Property-purchase discussions are limited to King, Snohomish, Pierce, Skagit, Whatcom, and Island counties in Washington. Washington Home Solutions LLC operates this website as a cash home buyer. We are not a law firm, mortgage servicer, or HUD-approved housing counseling agency. A conversation with us does not change a legal deadline or the status of a foreclosure.