Selling Guide

Published February 02, 2021

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Fannie Mae's Approach to COVID-19 (02/10/2021)

Our Approach to COVID-19

Fannie Mae is concerned for the health and well-being of our employees, customers, and communities, and we urge everyone to take precautions to protect themselves. We are actively monitoring the current situation and taking every step to help ensure a safe and sound housing market. Continuing to fulfill our mission is our priority. 

We are here for you

Fannie Mae is fully operational and open for business. Our ability to serve our customers and support the market is paramount.

Homeowners and Renters

If the COVID-19 pandemic has caused job loss, income reduction, sickness, or other issues that impact your ability to pay your home mortgage or rent, relief options are available — find details here and take action now.

Homeowners and renters who have been financially impacted by COVID-19 or natural disaster can also download our app to find relief options and resources on the go.

If you are a homeowner, have your financial information handy and contact your mortgage servicer (the company listed on your monthly statement) to request help if you’re concerned about your mortgage payments. And, if Fannie Mae owns your mortgage loan, our Disaster Response Network™ (DRN) can help you navigate the mortgage relief process and address other financial challenges. Visit KnowYourOptions.com to learn about our available mortgage assistance and relief options.

If you are a renter and live in an apartment financed by Fannie Mae, we can help you navigate your financial challenges with our Disaster Response Network. The DRN offers support from HUD-approved housing counselors, such as a personalized recovery assessment and action plan, financial coaching and budgeting, and ongoing check-ins. Please contact your property manager or building owner for more information.

Single-Family partners

Please visit our Single-Family Here to Help page for the latest guidance and policy information related to COVID-19.

Our Customer Support teams are here to help you — please contact your Account Team if you need assistance.

Multifamily partners

Please visit Multifamily | COVID-19 for the latest guidance and policy information related to COVID-19.

The Multifamily team is here to support our lender customers, property owners, and their residents. Our teams are fully operational and ready to execute your multifamily business. If you have questions about specific deals, please contact your Deal Team.

Investor partners

Please visit our COVID-19 Investor Resources page for the latest investor news and information related to COVID-19.

Resiliency plan

We are working with and following guidance from the Centers for Disease Control and Prevention (CDC) and local health agencies, and we are actively adhering to our corporate internal business continuity and contingency plans. Our COVID-19 task force is monitoring and analyzing the current situation, and we have implemented our business resiliency plans. All essential functions are fully operational. Employees are working remotely over our stress-tested network, with only mission-critical staff needing to enter our worksites.

We will continue to support our customers by:

  • Remaining focused on our mission to provide liquidity to the market.
  • Keeping our Capital Markets desks open and trading mortgage-backed securities (MBS).
  • Supporting customers as they manage their pipeline — from hedging to funding loans — to minimize risk in this volatile market.

Fannie Mae will stay in constant communication with the Federal Housing Finance Agency (FHFA) to address any potential impacts to our employees and business operations. We will continue to take immediate action based on our business continuity plans and guidance and risk assessments from the CDC and local health agencies.

Contact us

If you haven’t found what you need here, reach us at 1-800-2FANNIE and follow these prompts. Please note that hold times may be longer than expected due to high call volume.

 

For the latest updates, see Our Approach to COVID-19 on Fannie Mae's website.

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If you have additional questions, Fannie Mae customers can visit Ask Poli to get information from other Fannie Mae published sources.

Guide Resources

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Visit Selling and Servicing Guide Communications and Forms

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