Foreclosure Prevention

If you have a MassHousing Mortgage loan and are unable to make your mortgage payment, MassHousing has experienced and dedicated staff who will work with you to find the best options. Please call us at 888.843.6432 or email hocustomerservice@masshousing.com so that we can assist you.

Escalation Resolution

If you feel you have been unfairly denied foreclosure prevention alternatives, please call us toll-free at 888-843-6432 and ask for your case to be escalated.

The following is a summary of MassHousing’s service commitment to provide fair consideration and timely resolution of the escalation process:

• Within five (5) business days of receiving your escalation request, MassHousing will acknowledge your inquiry in writing (email, fax or mail) and provide you with a date upon which you can anticipate a proposed resolution
• Within the earlier of five (5) business days of identifying the resolution or thirty (30) days of receiving your escalation request, you will be notified in writing of the proposed resolution and the next steps you must take in order to pursue the resolution, if applicable

MI Plus Eligibility Application

If you have lost your job and your mortgage is insured by MassHousing, you may be eligible for MI Plus mortgage payment protection benefits.

Visit the Eligibility Application

You can make your payment electronically, view your payment history and access a wealth of other information about your loan by using our online mortgage servicing portal, www.masshousing.com/connect.

If you cannot electronically transmit your payment, you may mail your payment in the envelope provided along with your billing coupon. You may also make your payment over the phone by calling us at 888.843.6432. Please note mailed payments will take longer to process.

Many MassHousing customers have their mortgages insured by MassHousing’s Mortgage Insurance Fund. Loans with MassHousing Mortgage Insurance carry an enhanced benefit, MI Plus, for borrowers experiencing a temporary loss of income due to unemployment.

If you have MassHousing mortgage insurance and believe you are eligible for MI Plus mortgage payment protection benefits, Complete the Benefits Application Online or call us at 888.843.6432 to discuss your options.

If you are unable to make your mortgage payment, MassHousing has experienced and dedicated staff who will work with you to find the best options. Please call us at 888.843.6432 or email us at hocustomerservice@masshousing.com so that we can assist you.

MassHousing is committed to protecting your privacy. See our Privacy Policy for more information.

Note that MassHousing will never ask you for sensitive information (e.g., Social Security Number, username, password, PIN or account number) via email or text. If you receive an email or text asking for your sensitive information, you should be suspicious of the request, not respond to it and promptly contact us at 888.843.6432 to report the suspicious activity.

Please be aware, however, that when we contact you via telephone or you call us, we will ask for the last four digits of your Social Security Number, account number or other information to verify your identity before discussing your loan with you.

Scam artists take advantage of vulnerable consumers during disasters and times of economic turmoil. Scammers have stolen millions of dollars from distressed homeowners by promising immediate relief from foreclosure, or demanding cash for counseling services.

HUD-approved counseling agencies provide these services for FREE. If you receive an offer, information, or advice that sounds too good to be true, it probably is. If you have any doubts, contact MassHousing. Don’t let scammers take advantage of you, your situation, your house, or your money. Keep in mind, MassHousing is not responsible for paying damages resulting from a scam. Remember, help is FREE.

How to Spot a Scam

Beware of a company or person who:

• Asks for a fee in advance to work with MassHousing to modify, refinance, or reinstate your mortgage.
• Guarantees they can stop a foreclosure or get your mortgage modified.
• Advises you to stop paying MassHousing and pay them instead.
• Pressures you to sign over the deed to your home or sign any paperwork that you haven’t had a chance to read, and you don’t fully understand.
• Claims to offer “government-approved” or “official government” mortgage modifications.
• Asks you to release personal financial information online or over the phone and you have not been working with this person and/or do not know them.

How to Report a Scam

• Go to www.consumerfinance.gov/complaint to submit a complaint and get information on how to fight back.
• Call (888) 995-HOPE (4673) and tell the counselor about your situation and that you believe you were scammed or know of a scam.

Additional information regarding identity theft and the steps you can take to help protect yourself from fraud can be found on the Federal Trade Commission website.

If you are a homeowner whose mortgage is not serviced by MassHousing and have concerns about paying your loan, contact your loan servicer to discuss your circumstances and options.

• If your foreclosure is scheduled in the next 7 days, Contact the Massachusetts Division of Banks (DOB)
• The state-funded Massachusetts Residential Assistance for Families in Transition (RAFT) program will become available to low-income homeowners who are at risk of foreclosure. Eligible homeowners may apply for RAFT through the Emergency Housing Payment Assistance Portal.
• Call the Homeownership Preservation Foundation at 888.995.HOPE for unbiased advice on avoiding foreclosure. Learn What You Need and What to Expect When Contacting the HOPE Hotline.
• Contact Your Local NeighborWorks Organization for support and assistance.

• If your foreclosure is scheduled in the next 7 days, contact the Massachusetts Division of Banks (DOB) to request assistance in preventing your foreclosure.
• The state-funded Massachusetts Residential Assistance for Families in Transition (RAFT) program became available to low-income homeowners who are at risk of foreclosure. Eligible homeowners may apply for RAFT through the Emergency Housing Payment Assistance Portal.
• Find a HUD-Approved Housing Counseling Agency in Massachusetts.
• If you own a multifamily home and rely on rental income to make your mortgage payment, your tenants may apply for Rental Assistance.
• Find information about Utility Assistance.
• Find Legal Assistance Available in Massachusetts.
• For Language Assistance Click Here.

• If you or someone you know is experiencing a mental health crisis and/or suicidal thoughts, please call or text 988, which is the national suicide and crisis number. The 988 Suicide & Crisis Lifeline is available 24 hours a day, 7 days a week. You can also access the chat feature on the website 988lifeline.org/contact-the-lifeline/
• If you are looking for qualified professionals for mental health assessments and/or mental health referrals, please contact the Massachusetts Behavioral Health Helpline by calling or texting 833-773-2445 (BHHL). The helpline is available 24 hours a day, 7 days a week. You can also access the chat feature on the website www.masshelpline.com/contact/