Making Home Affordable Program

Servicer Performance Report Through February 2011

Snapshot of MHA Programs 2

Characteristics of First Lien 

Modifications 3

Servicer Activity 4

Disposition Path 

of Homeowners Canceled

From HAMP Trials

5

Disposition Path 

of Homeowners Ineligible

For HAMP Trials

6

Selected Outreach Measures 7

Waterfall of Eligible Borrowers 7

Results of Compliance Second-Look 

Reviews (Revised 5/11/2011) 8

Homeowner Experience 9

HAMP Activity by State 10

HAMP Activity by Metropolitan Area 11

Modifications by Investor Type 11

List of Non-GSE Participants 12

Participants in Additional

MHA Programs 13

Definitions of 

Compliance Activities 14

Areas of Compliance Emphasis 15

Inside:

1

Report Highlights

More Than 630,000 Permanent Modifications Started

• Homeowners in active permanent modifications realize real savings, with median monthly 

savings of $528 or 37% of the median before-modification payment. Aggregate reductions 

in monthly mortgage payments are estimated to total nearly $5.4 billion, program to date. 

• New permanent modifications have averaged nearly 28,000 per month for the last six 

months. New trial modifications have averaged 28,000 per month over the same period. 

• More than 1.5 million homeowners have entered trial modifications since program 

inception. 

New This Month: Second Lien and HAFA Program Results

• Nearly 17,000 homeowners in a first lien HAMP modification received assistance through 

the Second Lien Modification Program (2MP). Since homeowners with first lien mortgage 

modifications under HAMP become automatically eligible when their second lien servicer 

participates in 2MP, this number will continue to grow.

• More than 10,000 homeowners have agreements with their servicer to exit their home 

under the Home Affordable Foreclosure Alternatives (HAFA) Program through a short sale 

or deed-in-lieu of foreclosure transaction.

• Nearly 4,500 homeowners have completed a short sale or deed-in-lieu under HAFA, which 

provides up to $3,000 for relocation assistance after a homeowner exits the home.

Quarterly Results of Compliance Second-Look Reviews

• In Q3 2010, MHA-Compliance initially disagreed with the servicer’s actions 4.0% of the 

time, above the YTD 2010 average of 3.7%. After follow-up actions with the servicer, 43% 

of those “Disagrees” were cleared.

• During the same time period, MHA-Compliance was unable to determine whether a 

servicer acted correctly 15.6% of the time, above the YTD 2010 average of 12.0%. After 

the servicer provided more information, 50% of those cases were cleared.

• Beginning next month, Treasury will release a new quarterly compliance scorecard for the 

10 largest HAMP servicers to increase transparency around program performance. This 

scorecard will grade these servicers on key performance metrics, and provide a peer 

comparison.

Revised 5/11/2011 
Making Home Affordable Program

Servicer Performance Report Through February 2011

The Treasury FHA-HAMP program provides assistance to eligible 

homeowners with FHA-insured mortgages.

All Second Lien Modifications Started 16,951

2

HAMP Activity: First Lien Modifications

Total

HAMP Eligibility 

(As of Jan. 31, 2011)

Eligible Delinquent Loans1 2,862,627

Eligible Delinquent Borrowers2 1,374,980

Trial

Modifications

Trial Plan Offers Extended (Cumulative)3 1,783,826

All Trials Started 1,522,196

Trials Reported Since January 2011 Report4 29,089

Trial Modifications Canceled (Cumulative) 746,203

Active Trials 142,239

Permanent 

Modifications

All Permanent Modifications Started 633,754

Permanent Modifications Reported Since 

January 2011 Report 26,147

Permanent Modifications Canceled 

(Cumulative)5 76,678

Active Permanent Modifications 557,076

1 Estimated eligible 60+ day delinquent loans as reported by servicers as of January 31, 2011, include conventional loans: 

 in foreclosure and bankruptcy.

 with a current unpaid principal balance less than $729,750 on a one-unit property, $934,200 on a two-unit property, 

$1,129,250 on a three-unit property and $1,403,400 on a four-unit property.

 on a property that was owner-occupied at origination.

 originated on or before January 1, 2009.

Estimated eligible 60+ day delinquent loans exclude: 

 FHA and VA loans.

 loans that are current or less than 60 days delinquent, which may be eligible for HAMP if a borrower is in imminent 

default. 2 The estimated eligible 60+ day delinquent borrowers are those in HAMP-eligible loans, minus estimated exclusions of 

loans on vacant properties, loans with borrower debt-to-income ratio below 31%, loans that fail the NPV test, 

properties no longer owner-occupied, manufactured housing loans with title/chattel issues that exclude them from 

HAMP, and loans where the investor pooling and servicing agreements preclude modification. Exclusions for DTI and 

NPV results are estimated using market analytics. 3 As reported in the weekly servicer survey of large SPA servicers through March 3, 2011.

4 Servicers may enter new trial modifications into the HAMP system of record anytime before the loan converts to a 

permanent modification. 5 A permanent modification is canceled when the borrower has missed three consecutive monthly payments. Includes 

1,001 loans paid off.

Second Lien Modification Program (2MP) Activity 

All Treasury FHA-HAMP Trial Modifications Started 2,977

Treasury FHA-HAMP Permanent Modifications Started 866

HAMP is designed to lower monthly mortgage payments to help struggling 

homeowners stay in their homes and prevent avoidable foreclosure. 

The Second Lien Modification Program (2MP) provides assistance to 

homeowners in a first lien modification who have an eligible second lien with 

a participating servicer.

Treasury FHA-HAMP Modification Activity

All HAFA Agreements Started1 10,177

HAFA Transactions Completed 4,488

Home Affordable Foreclosure Alternatives (HAFA)

The Home Affordable Foreclosure Alternatives Program (HAFA) offers 

incentives for homeowners looking to exit their homes through a short sale or 

deed in lieu of foreclosure.

• Aggregate reductions in monthly mortgage payments for 

borrowers who received HAMP first lien permanent modifications 

are estimated to total nearly $5.4 billion, program to date.

• The median monthly savings for borrowers in active permanent 

first lien modifications is $527.97, or 37% of the median monthly 

payment before modification. 

Homeowner Benefits for HAMP First Lien Modifications

Note: Number of modifications is net of cancellations, primarily due to servicer data corrections.

1 Servicer agreement with homeowner for terms of potential short sale, which lasts at least 120 days; or agreement for 

a deed-in-lieu transaction.A short sale requires a third-party purchaser and cooperation of junior lienholders to 

complete the transaction.

See Appendix A2 for servicer participants in additional Making Home 

Note: Unless specified, exhibits in this report refer to HAMP first lien modification activity. Affordable programs. 
Making Home Affordable Program

Servicer Performance Report Through February 2011

• Of trial modifications started, 78% of homeowners were at least 60 days 

delinquent at trial start. The rest were up to 59 days delinquent or in 

imminent default. 

• For homeowners in active permanent modifications:

• 60.6% experienced loss of income (curtailment of income or 

unemployment)

• 11.6% reported excessive obligation

• 2.8% reported an illness of the principal borrower

Interest Rate Reduction 100%

Term Extension 58.8%

Principal Forbearance 30.5%

3

Modification Characteristics

Active Permanent Modifications by Modification Step

Loan Characteristic

Before 

Modification

After 

Modification

Median 

Decrease

Front-End Debt-to-Income 

Ratio1 45.3% 31.0% -14.3 pct pts

Back-End Debt-to-Income 

Ratio2 79.1% 62.2% -14.8 pct pts

Median Monthly Housing 

Payment3 $1,434.90 $834.73 -$527.97

1 Ratio of housing expenses (principal, interest, taxes, insurance and homeowners 

association and/or condo fees) to monthly gross income. 

2 Ratio of total monthly debt payments (including mortgage principal and interest, taxes, 

insurance, homeowners association and/or condo fees, plus payments on installment 

debts, junior liens, alimony, car lease payments and investment property payments) to 

monthly gross income. Borrowers who have a back-end debt-to-income ratio of greater 

than 55% are required to seek housing counseling under program guidelines.

3 Principal and interest payment. 

Select Median Characteristics of Active Permanent Modifications

HAMP Trials Started

956

1,050

1,138

1,209

1,257 1,283 1,305 1,329 1,352 1,383 1,413 1,443 1,475 1,502 1,522

0

50

100

150

200

400

800

1,200

1,600

Dec '09 Jan '10 Feb Mar Apr May June July Aug Sep Oct Nov Dec Jan '11 Feb

New Trials Started (000s)

All Trials Started (000s)

Cumulative Trial Starts (Left Axis)

Monthly Trial Starts (Right Axis)

Source: HAMP system of record. Servicers may enter new trial modifications into the HAMP system of record anytime 

before the loan converts to a permanent modification. For example, 29,089 trials have entered the HAMP system of 

record since the prior report; of those, 19,782 were trials with a first payment recorded in February 2011. 

Permanent Modifications Started (Cumulative)

67

117

170

231

299

347

398

435

468

496

520

550

580

608 634

0

100

200

300

400

500

600

700

Dec '09 Jan '10 Feb Mar Apr May June July Aug Sep Oct Nov Dec Jan '11 Feb

All Permanent Modifications Started (000s)

Source: HAMP system of record.
Making Home Affordable Program

Servicer Performance Report Through February 2011

0%

20%

40%

60%

80%

100%

Average Trial 

Length at 

Conversion 

(months): 

3.6 3.3 3.6 3.2 3.1 4.4 3.0 5.0 6.4 3.3 6.3 4.3 3.7 4.4 3.6 7.7 4.0 4.7 

Of Trials Started Pre-6/1/10:

41% Converted to Permanent Modification

2% Are Awaiting Decision

Of Eligible Trials Started Post-6/1/10:

63% Converted to Permanent Modification

28% Are Awaiting Decision

As of Jan. 31, 

2011 Cumulative As of Feb. 28, 2011

Servicer 

Estimated 

Eligible 60+ Day 

Delinquent

Borrowers1 

Trial Plan 

Offers 

Extended2

All HAMP 

Trials 

Started3

All HAMP 

Permanent 

Modifications

Started3

Active Trial 

Modifications3

Active 

Permanent 

Modifications3

American Home Mortgage 

Servicing Inc 50,896 34,154 29,927 21,966 4,553 19,499

Aurora Loan Services, LLC 28,278 50,191 39,407 14,962 1,857 13,358

Bank of America, NA4 393,553 493,042 365,962 111,601 43,410 96,607

CitiMortgage, Inc. 94,815 173,440 128,405 48,749 6,033 43,996

GMAC Mortgage, LLC 14,881 70,290 58,092 40,282 4,112 35,633

Green Tree Servicing LLC 7,627 8,220 9,756 5,051 1,137 4,666

J.P. Morgan Chase Bank, 

NA5 202,133 294,322 233,653 85,376 22,449 71,657

Litton Loan Servicing LP 41,142 40,143 35,884 10,159 1,929 8,443

Nationstar Mortgage LLC 30,934 30,456 53,704 25,310 4,162 23,060

Ocwen Loan Services LLC 44,479 45,486 42,519 31,122 5,194 25,385

OneWest Bank 40,064 66,416 49,835 25,487 3,642 23,145

PNC Mortgage6 12,874 24,133 19,227 5,487 837 4,988

Saxon Mortgage Services, 

Inc. 22,932 42,740 37,768 14,698 1,291 13,133

Select Portfolio Servicing 17,609 66,666 40,980 20,878 1,477 18,166

US Bank NA 14,263 16,043 16,120 10,427 2,912 9,368

Wells Fargo Bank, NA7 157,785 302,951 219,424 85,734 15,379 77,402

Other SPA Servicers8 20,728 25,133 23,630 14,242 2,360 12,457

Other GSE Servicers9 179,987 NA 117,903 62,223 19,505 56,113

Total 1,374,980 1,783,826 1,522,196 633,754 142,239 557,076

1 Estimated eligible 60+ day delinquent borrowers as reported by 

servicers as of January 31, 2011, include those in conventional loans: 

 in foreclosure and bankruptcy.

 with a current unpaid principal balance less than $729,750 on a 

one-unit property, $934,200 on a two-unit property, $1,129,250 

on a three-unit property and $1,403,400 on a four-unit property.

 on a property that was owner-occupied at origination.

 originated prior to January 1, 2009.

Estimated eligible 60+ day delinquent borrowers excludes: 

 Those in FHA and VA loans.

 Those in loans that are current or less than 60 days delinquent, 

which may be eligible for HAMP if a borrower is in imminent 

default.

 Those borrowers with debt-to-income ratios less than 31% or a 

negative NPV test.

 Owners of vacant properties or properties otherwise excluded.

Exclusions for DTI and NPV are estimated using market analytics.

2 As reported in the weekly servicer survey of large SPA servicers 

through March 3, 2011. 3 As reported into the HAMP system of record by servicers. Excludes 

FHA-HAMP modifications. Subject to adjustment based on 

servicer reconciliation of historic loan files. Totals reflect impact of 

servicing transfers. 4 Bank of America, NA includes Bank of America, NA, BAC Home 

Loans Servicing LP, Home Loan Services and Wilshire Credit 

Corporation. 5 J.P. Morgan Chase Bank, NA includes EMC Mortgage Corporation.

6 Formerly National City Bank.

7 Wells Fargo Bank, NA includes all loans previously reported under 

Wachovia Mortgage, FSB. 8 Other SPA servicers are entities with less than 5,000 estimated 

eligible 60+ day delinquent borrowers as of January 31, 2011, that 

have signed participation agreements with Treasury and Fannie 

Mae. A full list of participating servicers is in Appendix A. 9Includes servicers of loans owned or guaranteed by Fannie Mae and 

Freddie Mac. Includes GSE loans transferred from SPA servicers.

4

Aged Trials1

9,909

7,645

2,441

2,003 1,897 1,733 1,696

946 814 801 561 556 343 236 197 114 91 34

0

2,500

5,000

7,500

10,000

HAMP Modification Activity by Servicer Conversion Rate1

1 As of February 28, 2011. Active trials initiated at least six months ago. 

Note: Per program guidelines, effective June 1, 2010 all trials must be started using verified income. Prior to June 1, some 

servicers initiated trials using stated income information. 

1 As measured against trials eligible to convert – those three months in trial, or four months if the borrower was at risk of 

default. Permanent modifications transferred among servicers are credited to the originating servicer. Trial modifications 

transferred are reflected in the current servicer’s population.

About 32,000 active trials were initiated at least six months ago. 
Making Home Affordable Program

Servicer Performance Report Through February 2011

5

Disposition Path 

Homeowners in Canceled HAMP Trial Modifications

Survey Data Through January 2011 (8 Largest Servicers)

Homeowners Whose HAMP Trial Modification Was Canceled Who Are in the Process of:

Servicer

Action 

Pending1

Action Not 

Allowed –

Bankruptcy 

in Process

Borrower

Current

Alternative 

Modification

Payment 

Plan2 Loan Payoff

Short Sale/

Deed-inLieuForeclosure 

Starts

Foreclosure

Completions

Total

(As of 

January 

2011)

American Home 

Mortgage Servicing Inc. 385 34 210 1,982 18 63 158 408 41 3,299

Bank of America, NA3 46,624 5,416 21,637 72,282 456 2,953 21,834 28,449 4,392 204,043

CitiMortgage Inc. 17,480 3,792 5,764 30,034 1,029 1,509 1,803 9,821 2,133 73,365

GMAC Mortgage, LLC 1,590 387 1,070 5,668 229 318 744 1,767 1,149 12,922

JP Morgan Chase Bank 

NA4 9,381 782 3,498 59,420 353 3,659 5,613 22,962 9,087 114,755

Litton Loan Servicing LP 2,547 585 1,657 12,777 278 148 1,133 2,029 710 21,864

OneWest Bank 896 803 570 9,995 325 23 965 4,106 2,919 20,602

Wells Fargo Bank NA5 2,517 718 13,373 60,452 950 7,344 4,632 17,889 10,822 118,697

TOTAL 

(These 8 Servicers)

81,420

14.3%

12,517

2.2%

47,779

8.4%

252,610

44.4%

3,638

0.6%

16,017

2.8%

36,882

6.5%

87,431

15.4%

31,253

5.5%

569,547

100.0%

Note: Data is as reported by servicers for actions completed through January 31, 2011. 1 Trial loans that have been canceled, but no further action has yet been taken. 2 An arrangement with the borrower and servicer that does not involve a formal loan modification. 

3 Bank of America, NA includes Bank of America, NA, BAC Home Loans Servicing LP, Home Loan Services and Wilshire Credit Corporation. 4 J.P. Morgan Chase Bank, NA includes EMC Mortgage Corporation.

5 Wells Fargo Bank, NA includes all loans previously reported under Wachovia Mortgage, FSB.

Note: Excludes cancellations pending data corrections and loans otherwise removed from servicing portfolios. 

The most common causes of 

trial cancellations from all 

servicers are:

• Insufficient documentation

• Trial plan payment default 

• Ineligible borrower: 

first lien housing expense is 

already below 31% of 

household income
Making Home Affordable Program

Servicer Performance Report Through February 2011

6

Disposition Path 

Homeowners Not Accepted for HAMP Trial Modifications

Survey Data Through January 2011 (8 Largest Servicers)

Homeowners Not Accepted for a HAMP Trial Modification Who Are in the Process of:

Servicer

Action 

Pending1

Action Not 

Allowed –

Bankruptcy 

in Process

Borrower

Current

Alternative 

Modification

Payment 

Plan2 Loan Payoff

Short Sale/

Deed-inLieuForeclosure 

Starts

Foreclosure

Completions

Total

(As of 

January 

2011)

American Home 

Mortgage Servicing Inc. 1,820 689 6,034 25,087 712 363 1,148 5,004 630 41,487

Bank of America, NA3 33,694 6,517 40,772 57,457 1,790 2,965 26,162 51,419 15,677 236,453

CitiMortgage Inc. 40,693 8,898 8,533 30,047 6,078 12,413 1,908 8,463 5,067 122,100

GMAC Mortgage, LLC 24,444 5,959 32,143 36,833 4,281 2,553 5,969 21,375 10,464 144,021

JP Morgan Chase Bank 

NA4 72,116 4,119 88,176 108,089 1,044 32,357 13,429 46,402 11,624 377,356

Litton Loan Servicing LP 8,701 3,793 7,809 15,974 945 576 4,348 8,656 3,406 54,208

OneWest Bank 5,906 2,954 24,190 9,650 1,934 723 2,541 13,326 5,608 66,832

Wells Fargo Bank NA5 15,774 4,225 46,583 54,917 1,628 9,442 10,954 18,313 13,500 175,336

TOTAL 

(These 8 Servicers)

203,148

16.7%

37,154

3.1%

254,240

20.9%

338,054

27.8%

18,412

1.5%

61,392

5.0%

66,459

5.5%

172,958

14.2%

65,976

5.4%

1,217,793

100.0%

Note: Data is as reported by servicers for actions completed through January 31, 2011. 1 Homeowners who were not approved for a HAMP trial modification, but no further action has yet been taken. 2 An arrangement with the borrower and servicer that does not involve a formal loan modification. 

3 Bank of America, NA includes Bank of America, NA, BAC Home Loans Servicing LP, Home Loan Services and Wilshire Credit Corporation. 4 J.P. Morgan Chase Bank, NA includes EMC Mortgage Corporation.

5 Wells Fargo Bank, NA includes all loans previously reported under Wachovia Mortgage, FSB.

Note: Excludes loans removed from servicing portfolios. 

The most common causes of 

trials not accepted from all 

servicers are:

• Insufficient documentation

• Ineligible borrower: 

first lien housing expense is 

already below 31% of 

household income

•Ineligible mortgage
Making Home Affordable Program

Servicer Performance Report Through February 2011

7

Homeowner Outreach Events Hosted Nationally by 

Treasury and Partners (cumulative) 51

Homeowners Attending Treasury-Sponsored Events 

(cumulative) 51,515

Servicer Solicitation of Borrowers (cumulative)1 7,212,168

Page views on MakingHomeAffordable.gov

(February 2011) 3,562,243

Page views on MakingHomeAffordable.gov 

(cumulative) 112,968,102

1 Source: Survey data provided by SPA servicers. Servicers are encouraged by HAMP to solicit information from 

borrowers 60+ days delinquent, regardless of eligibility for a HAMP modification. 

Program to 

Date February

Total Number of Calls Taken at 1-888-

995-HOPE 2,055,042 73,413

Borrowers Receiving Free Housing 

Counseling Assistance Through the 

Homeowner’s HOPETM Hotline

981,480 34,270

Selected Homeowner Outreach Measures

Call Center Volume

Source: Homeowner’s HOPETM Hotline.

Waterfall of Estimated Eligible Borrowers

4.5

3.7

3.1

2.9

2.9

2.1

1.9

1.4

1.4

5.0

0

1

2

3

4

5

6

Loans (Millions)

Not all 60+ day delinquent loans are eligible for HAMP. Other characteristics may preclude 

homeowner eligibility. Based on the estimates, of the 5.0 million homeowners who are currently 

60+ days delinquent, 1.4 million homeowners are eligible for HAMP. As this represents a pointin-time snapshot of the delinquency population and estimated HAMP eligibility, we expect that 

more homeowners will become seriously delinquent between now and the end of 2012, and 

some of those homeowners will be eligible for HAMP.

HAMP-Eligible 

60+ Day 

Delinquent 

Loans (GSE and 

SPA Servicers) HAMP 

Estimated 

Eligible 60+ 

Day 

Delinquent 

Borrowers

1st Lien, Less: Non- Less: Less: Non- Less: Jumbo HAMP- Less: DTI Less: Less: Estimated

60+ Days Participating FHA or Owner- Non- Eligible Less Than Negative Vacant HAMPDelinquent HAMP VA Occupied at Conforming Loans 31% NPV Properties Eligible

Servicer Origination Loans and And Other Borrowers

Loans Exclusions**

Originated

After 1/1/2009

** Other exclusions include: no longer owner-occupied; unemployed borrowers; investor’s pooling and 

servicing agreement precludes modification; and manufactured housing loans with titling/chattel issues that 

exclude them from HAMP. 

Note: Chart refers only to borrowers eligible for the first lien modification program.

Sources: Fannie Mae; monthly survey of participating servicers for January 31, 2011. Total 60+ day 

delinquency figure derived from 4th Quarter 2010 MBA National Delinquency Survey. Excluded loans are as 

reported by large servicers by survey who have signed a servicer participation agreement for HAMP.
Making Home Affordable Program

Servicer Performance Report Through February 2011

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AHMSI Bank Of America Citi Chase GMAC Litton OneWest Wells GROUP AVERAGE

MHA-C Disagrees MHA-C Unable To Determine MHA-C Agrees

*Results for servicers with multiple operating platforms are averages across all platforms sampled.

Average of Q3 

Unable To

Determine: 

15.6% (YTD 

Average: 12.0%)

Average of Q3 

Disagrees: 4.0% 

(YTD Average:

3.7%)

8

Results of Compliance Second-Look Reviews (Q3 2010)

1 Second Look Results are derived from a statistical sample of loan files for borrowers not in a HAMP modification (typically 100 loan files). Chart shows results for largest servicers; an additional 50 servicers were evaluated 

in the 3rd quarter of 2010.

2 Cases where the borrower was not appropriately solicited or evaluated for HAMP. 3 Cases where MHA-C was unable to determine if the servicer’s actions were appropriate without further information from the servicer.

Results of Q3 2010 Second Look Reviews

Making Home Affordable-Compliance (MHA-C) conducts Second Look1 reviews of homeowner loan files that were not in HAMP modifications, 

to ensure that the servicers’ actions were appropriate. 

• MHA-C initially disagreed with the servicer’s actions (Disagree) related to 4.0% of the loans 

reviewed during the quarter (as compared to 3.7% YTD).

• An average of 15.6% of initial loan file reviews resulted in an Unable to Determine status, 

above the YTD average of 12.0%. MHA-C is conducting targeted reviews to assess the reason 

for the increase. Additionally, American Home Mortgage Servicing Inc.’s increasing trend of 

loans in the Disagree category has been the subject of targeted follow-up; subsequent months 

have indicated improvement. Half of Litton Loan Servicing’s Disagrees for the month of August 

were resolved with additional documentation, and one of the drivers of the remaining 

disagrees relates to timing of borrower communications.

• For Disagree or Unable to Determine results, actions typically required of servicers are: 

reevaluating loans not offered HAMP modifications; submitting additional documentation to 

support the initial denial reason; clarifying loan status; engaging in process remediation or 

other actions as directed by Treasury. For such results, servicers are reminded of their 

obligation to forestall foreclosure of the loan until the items are resolved.

• The results of MHA-C’s follow-up activities for Disagree and Unable to Determine loans are 

shown in the table below. Historically, 88% of Disagrees and 91% of Unable to Determine loans 

had outcomes commensurate with Program compliance objectives.

• The results of Second Look reviews help determine the types of other compliance activities and 

the frequency with which those activities will be conducted. Please see Appendix B for a 

detailed description of compliance activities.

Cleared Remediated

Positive 

Outcome

Negative 

Outcome

Disagree 43% 17% 28% 12%

Unable to Determine 50% 9% 32% 7%

Note: Chart figures will not total 100%, as items currently being reviewed are omitted.

2 3

Revised 5/11/2011 
Making Home Affordable Program

Servicer Performance Report Through February 2011

Program to date, there have been 1,007,086 calls to the Homeowner’s 

HOPETM Hotline regarding a specific SPA servicer, of which 6.5% included 

complaints. Below shows specific complaint rates.

3%

4%

5%

6%

7%

8%

9%

10%

11%

OneWest JP Morgan 

Chase NA

Bank of 

America NA

Litton GMAC Am. Home 

Servicing

CitiMortgage Wells Fargo

% of Calls for Specific 

Servicer

Program to Date Average: 6.5%

Complaints

(PTD): 217 13,202 21,707 1,417 2,634 1,827 5,685 8,759

Source: Homeowner’s HOPETM Hotline.

Note: Complaint rate is the share of a specific servicer’s call volume that are complaints (e.g., for all calls about OneWest, 10.4% 

included complaints.)

9

Homeowner Experience (8 Largest Servicers)

Average Speed to Answer Homeowner Calls (January)

0

10

20

30

40

50

60

Bank of 

America NA

OneWest Am. Home 

Servicing

GMAC CitiMortgage Wells Fargo Litton JP Morgan 

Chase NA

Seconds

Average Speed to Answer Calls to 

Homeowner’s HOPETM Hotline for 

January: 5.1 Seconds

Call Abandon Rate (January)

0%

1%

2%

3%

4%

5%

Bank of 

America

Wells Fargo Litton Am. Home 

Servicing

JP Morgan 

Chase NA

CitiMortgage OneWest GMAC

Homeowner’s HOPETM Hotline 

Average Call Abandon Rate for 

January: 1.5%

Source: Survey data through January 31, 2011 from servicers on call volume to loss mitigation lines; Homeowner’s 

HOPETM Hotline.

Source: Survey data through January 31, 2011, from servicers on call volume to loss mitigation lines; 

Homeowner’s HOPETM Hotline.

Servicer Time to Resolve Third-Party Escalations 

(Program to Date, Through February)

0

10

20

30

40

50

60

Bank of 

America NA

JP Morgan 

Chase NA

Am. Home 

Servicing

OneWest CitiMortgage Wells Fargo Litton GMAC

Resolved: 4,250 2,606 362 637 959 2,471 500 696

Cases (PTD) Calendar Days

Target: 30 Calendar Days

Source: HAMP Solutions Center. Target of 30 calendar days, effective Feb. 1, 2011, includes 

an estimated 5 days processing by HAMP Solutions Center.

Servicer Complaint Rate to Homeowner’s HOPETM Hotline

(Program to Date, Through February)

Calls to 

Servicer:
Making Home Affordable Program

Servicer Performance Report Through February 2011

10

Note: Includes active trial and permanent 

modifications from the official HAMP system of 

record.

Source: 4th Quarter 2010 

National Delinquency 

Survey, Mortgage 

Bankers Association.

State

Active 

Trials

Permanent 

Modifications Total

% of 

Total State

Active 

Trials

Permanent 

Modifications Total

% of 

Total 

AK 60 235 295 0.0% MT 172 606 778 0.1%

AL 866 3,218 4,084 0.6% NC 2,479 10,337 12,816 1.8%

AR 311 1,224 1,535 0.2% ND 28 94 122 0.0%

AZ 5,547 26,943 32,490 4.6% NE 207 750 957 0.1%

CA 32,910 132,881 165,791 23.7% NH 649 2,577 3,226 0.5%

CO 1,658 7,827 9,485 1.4% NJ 4,597 17,938 22,535 3.2%

CT 1,664 7,080 8,744 1.3% NM 476 1,763 2,239 0.3%

DC 240 945 1,185 0.2% NV 3,507 14,632 18,139 2.6%

DE 454 1,717 2,171 0.3% NY 6,875 24,841 31,716 4.5%

FL 18,606 65,555 84,161 12.0% OH 3,218 12,525 15,743 2.3%

GA 5,387 20,257 25,644 3.7% OK 387 1,258 1,645 0.2%

HI 586 2,111 2,697 0.4% OR 1,481 6,112 7,593 1.1%

IA 391 1,412 1,803 0.3% PA 2,971 11,570 14,541 2.1%

ID 574 2,114 2,688 0.4% RI 707 2,908 3,615 0.5%

IL 7,586 30,089 37,675 5.4% SC 1,355 5,297 6,652 1.0%

IN 1,457 5,473 6,930 1.0% SD 56 223 279 0.0%

KS 359 1,302 1,661 0.2% TN 1,544 5,703 7,247 1.0%

KY 557 2,119 2,676 0.4% TX 4,229 14,117 18,346 2.6%

LA 973 2,903 3,876 0.6% UT 1,247 5,261 6,508 0.9%

MA 3,412 13,947 17,359 2.5% VA 3,175 13,753 16,928 2.4%

MD 4,446 17,951 22,397 3.2% VT 127 455 582 0.1%

ME 437 1,522 1,959 0.3% WA 2,887 10,831 13,718 2.0%

MI 4,385 18,652 23,037 3.3% WI 1,450 5,507 6,957 1.0%

MN 2,110 10,179 12,289 1.8% WV 190 867 1,057 0.2%

MO 1,484 5,918 7,402 1.1% WY 62 293 355 0.1%

MS 533 2,155 2,688 0.4% Other* 1,170 1,129 2,299 0.3%

* Includes Guam, Puerto Rico and the U.S. Virgin Islands.

60+ Day Delinquency Rate

5.0% and lower 10.01% - 15.0% 20.01%

5.01% - 10.0% 15.01% - 20.0% and higher

HAMP Modifications

5,000 and lower 20,001 – 35,000

5,001 – 10,000 35,001 and higher

10,001 – 20,000 

HAMP Activity by State Modification Activity by State

Mortgage Delinquency Rates by State
Making Home Affordable Program

Servicer Performance Report Through February 2011

Servicer GSE Private Portfolio Total

Bank of America, NA1 83,755 48,823 7,439 140,017

JP Morgan Chase NA2 42,871 35,243 15,992 94,106

Wells Fargo Bank, NA 3 46,883 13,782 32,116 92,781

CitiMortgage, Inc. 29,127 4,376 16,526 50,029

GMAC Mortgage, LLC 23,056 5,881 10,808 39,745

Ocwen Loan Services LLC 6,954 23,490 135 30,579

Nationstar Mortgage LLC 20,380 5,523 1,319 27,222

OneWest Bank 12,881 11,914 1,992 26,787

American Home Mortgage 

Servicing Inc. 1,325 22,727 0 24,052

Select Portfolio Servicing 501 16,705 2,437 19,643

Aurora Loan Services, LLC 7,307 7,693 215 15,215

Saxon Mortgage Services Inc. 1,475 11,363 1,586 14,424

US Bank NA 8,332 20 3,928 12,280

Litton Loan Servicing LP 87 10,266 19 10,372

PNC Mortgage4 5,041 284 500 5,825

Green Tree Servicing LLC 5,386 400 17 5,803

Remainder of HAMP Servicers 78,464 6,436 5,535 90,435

Total 373,825 224,926 100,564 699,315

1 Bank of America, NA includes Bank of America, NA, BAC Home Loans Servicing LP, Home Loans Services and 

Wilshire Credit Corporation. 2 J.P. Morgan Chase Bank, NA includes EMC Mortgage Corporation.

3 Wells Fargo Bank, NA includes all loans previously reported under Wachovia Mortgage, FSB.

4 Formerly National City Bank.

Note: Figures reflect active trials and permanent modifications.

11

Metropolitan Statistical Area

Active

Trials

Permanent

Modifications

Total 

HAMP 

Activity

% of All 

HAMP 

Activity

Los Angeles-Long Beach-Santa 

Ana, CA 9,606 38,492 48,098 6.9%

New York-Northern New JerseyLong Island, NY-NJ-PA 8,854 33,966 42,820 6.1%

Riverside-San Bernardino-Ontario, 

CA 6,728 29,751 36,479 5.2%

Chicago-Joliet-Naperville, IL-IN-WI 7,307 29,082 36,389 5.2%

Miami-Fort Lauderdale-Pompano 

Beach, FL 7,764 25,863 33,627 4.8%

Phoenix-Mesa-Glendale, AZ 4,427 22,209 26,636 3.8%

Washington-Arlington-Alexandria, 

DC-VA-MD-WV 4,431 19,339 23,770 3.4%

Atlanta-Sandy Springs-Marietta, GA 4,305 16,386 20,691 3.0%

Las Vegas-Paradise, NV 2,931 12,015 14,946 2.1%

Detroit-Warren-Livonia, MI 2,704 11,255 13,959 2.0%

Orlando-Kissimmee-Sanford, FL 2,860 10,514 13,374 1.9%

San Francisco-Oakland-Fremont,

CA 2,823 10,152 12,975 1.9%

Boston-Cambridge-Quincy, 

MA-NH 2,416 9,981 12,397 1.8%

Sacramento-Arden-ArcadeRoseville, CA 2,342 9,495 11,837 1.7%

San Diego-Carlsbad-San Marcos, 

CA 2,262 9,491 11,753 1.7%

A complete list of HAMP activity for all MSAs is available at

http://www.treasury.gov/initiatives/financial-stability/results/MHA-Reports/

15 Metropolitan Areas With Highest HAMP Activity Modifications by Investor Type (Large Servicers)
Making Home Affordable Program

Servicer Performance Report Through February 2011

Servicers participating in the HAMP First Lien Modification Program may also offer additional support for homeowners, including Home Affordable 

Foreclosure Alternatives (HAFA), a forbearance for unemployed borrowers through the Unemployment Program (UP), and Principal Reduction 

Alternative (PRA). 

12

AgFirst Farm Credit Bank

Allstate Mortgage Loans & Investments, 

Inc.

American Eagle Federal Credit Union

American Home Mortgage Servicing, Inc

AMS Servicing, LLC

Aurora Loan Services, LLC

Bank of America, N.A.1

Bank United

Bay Federal Credit Union

Bayview Loan Servicing, LLC

Bramble Savings Bank

Carrington Mortgage Services, LLC

CCO Mortgage

Central Florida Educators Federal Credit 

Union

Centrue Bank

CitiMortgage, Inc.

Citizens 1st National Bank

Citizens Community Bank

Community Bank & Trust Company

Community Credit Union of Florida

CUC Mortgage Corporation

DuPage Credit Union

Eaton National Bank & Trust Co

Farmers State Bank

Fay Servicing, LLC

Fidelity Homestead Savings Bank

First Bank

First Financial Bank, N.A.

First Keystone Bank

First Safety Bank

Franklin Credit Management Corporation

Franklin Savings

Fresno County Federal Credit Union

GFA Federal Credit Union

Glass City Federal Credit Union

GMAC Mortgage, LLC

Grafton Suburban Credit Union

Great Lakes Credit Union

Greater Nevada Mortgage Services

Green Tree Servicing LLC

Hartford Savings Bank

Hillsdale County National Bank

HomEq Servicing

HomeStar Bank & Financial Services

Horicon Bank

Horizon Bank, NA

Iberiabank

IBM Southeast Employees' Federal Credit 

Union

IC Federal Credit Union

Idaho Housing and Finance Association

iServe Residential Lending LLC

iServe Servicing Inc.

J.P.Morgan Chase Bank, NA2

Lake City Bank

Lake National Bank

Liberty Bank and Trust Co. 

Litton Loan Servicing

Los Alamos National Bank

Magna Bank

Mainstreet Credit Union

Marix Servicing, LLC

Midland Mortgage Company

Midwest Bank & Trust Co. 

Midwest Community Bank

Mission Federal Credit Union

MorEquity, Inc.

Mortgage Center, LLC

Mortgage Clearing Corporation

Nationstar Mortgage LLC

Navy Federal Credit Union

Oakland Municipal Credit Union

Ocwen Loan Services LLC

OneWest Bank

ORNL Federal Credit Union

Park View Federal Savings Bank

Pathfinder Bank

PennyMac Loan Services, LLC

PNC Bank, National Association

PNC Mortgage3

Purdue Employees Federal Credit Union

QLending, Inc.

Quantum Servicing Corporation

Residential Credit Solutions

RG Mortgage Corporation

Roebling Bank

RoundPoint Mortgage Servicing 

Corporation

Saxon Mortgage Services, Inc.

Schools Financial Credit Union

SEFCU

Select Portfolio Servicing

Servis One Inc., dba BSI Financial Services, 

Inc.

ShoreBank

Silver State Schools Credit Union

Specialized Loan Servicing, LLC

Stanford Federal Credit Union

Sterling Savings Bank

Suburban Mortgage Company of New 

Mexico

Technology Credit Union

The Golden 1 Credit Union

U.S. Bank National Association

United Bank

United Bank Mortgage Corporation

Vantium Capital, Inc.

Vist Financial Corp.

Wealthbridge Mortgage Corp. 

Wells Fargo Bank, NA4

Wescom Central Credit Union

Yadkin Valley Bank

1 Bank of America, NA includes Bank of America, NA, BAC Home Loans Servicing 

LP, Home Loan Services and Wilshire Credit Corporation.

2 J.P. Morgan Chase Bank, NA includes EMC Mortgage Corporation. 

3 Formerly National City Bank.

4 Wells Fargo Bank, NA includes all loans previously reported under Wachovia 

Mortgage, FSB. 

Appendix A1: Non-GSE Participants in HAMP
Making Home Affordable Program

Servicer Performance Report Through February 2011

Second Lien Modification Program (2MP)

Bank of America, NA1

Bayview Loan Servicing, LLC 

CitiMortgage, Inc.

Community Credit Union of Florida

GMAC Mortgage, LLC 

Green Tree Servicing LLC 

iServe Residential Lending, LLC 

iServe Servicing, Inc. 

J.P.Morgan Chase Bank, NA2

Nationstar Mortgage LLC

OneWest Bank

PennyMac Loan Services, LLC

PNC Bank, National Association

PNC Mortgage 3

Residential Credit Solutions 

Servis One Inc., dba BSI Financial Services, Inc. 

Wells Fargo Bank, NA 4

FHA First Lien Program (Treasury FHA-HAMP)

Amarillo National Bank

American Financial Resources Inc. 

Aurora Financial Group, Inc. 

Aurora Loan Services, LLC 

Banco Popular de Puerto Rico 

Bank of America, NA1

Capital International Financial, Inc. 

CitiMortgage, Inc. 

CU Mortgage Services, Inc. 

First Federal Bank of Florida 

First Mortgage Corporation 

Franklin Savings 

Gateway Mortgage Group, LLC 

GMAC Mortgage, LLC. 

Green Tree Servicing LLC 

Guaranty Bank 

iServe Residential Lending, LLC 

iServe Servicing, Inc. 

James B. Nutter & Company 

J.P.Morgan Chase Bank,NA2

M&T Bank 

Marix Servicing, LLC 

Marsh Associates, Inc. 

Midland Mortgage Company 

Nationstar Mortgage LLC 

Ocwen Loan Services LLC 

PennyMac Loan Services, LLC 

PNC Mortgage 3

RBC Bank (USA) 

Residential Credit Solutions 

Saxon Mortgage Services, Inc. 

Schmidt Mortgage Company 

Select Portfolio Servicing 

Servis One Inc., dba BSI Financial Services, Inc. 

Stockman Bank of Montana 

Wells Fargo Bank, NA 4

Weststar Mortgage, Inc. 

FHA Second Lien Program (FHA 2LP)

Bank of America, NA1

Bayview Loan Servicing, LLC 

CitiMortgage, Inc. 

Flagstar Capital Markets Corporation 

GMAC Mortgage, LLC. 

Green Tree Servicing LLC

J.P.Morgan Chase Bank, NA2

Nationstar Mortgage LLC 

PNC Bank, National Association 

PNC Mortgage 3

Residential Credit Solutions 

Saxon Mortgage Services, Inc. 

Select Portfolio Servicing 

Wells Fargo Bank, NA 4

Rural Housing Service Modification Program 

(RD-HAMP)

Banco Popular de Puerto Rico

Bank of America, N.A. 1

Horicon Bank 

J.P.Morgan Chase Bank, NA 2

Magna Bank 

Marix Servicing, LLC 

Midland Mortgage Company 

Nationstar Mortgage LLC 

Wells Fargo Bank, NA 4

13

1 Bank of America, NA includes Bank of America, NA, BAC Home Loans Servicing LP, Home 

Loan Services and Wilshire Credit Corporation.

2 J.P. Morgan Chase Bank, NA includes EMC Mortgage Corporation. 

3 Formerly National City Bank.

4 Wells Fargo Bank, NA includes all loans previously reported under Wachovia Mortgage FSB. 

Appendix A2: Participants in Additional Making Home Affordable Programs
Making Home Affordable Program

Servicer Performance Report Through February 2011

14

Note: Areas of compliance emphasis and servicer-specific 

compliance data will be updated quarterly.

Description of Compliance Activities

Freddie Mac, serving as Compliance Agent for 

Treasury’s Home Affordable Modification 

Program (HAMP), has created a separate 

division known as Making Home Affordable -

Compliance (MHA-C). Using a risk-based 

approach, MHA-C conducts a number of 

different types of compliance activities to 

assess servicer compliance with HAMP 

guidelines for those servicers that have signed 

a servicer participation agreement with 

Treasury, in their servicing of those loans for 

which Treasury pays incentives (non-GSE 

loans), as described below.

On-Site Reviews: Implementation – Reviews 

to assess the servicer’s overall execution of 

HAMP. Areas covered include, but are not 

limited to, solicitation, eligibility, underwriting, 

document management, payment processing, 

reporting, and governance. MHA-C performs 

reviews of larger servicers on not less than a 

semi-annual schedule and reviews smaller 

servicers on at least an annual schedule.

On-Site Reviews: Readiness & Governance –

Reviews to assess the servicer’s preparedness 

for complying with new or future HAMP 

requirements or to research a trend or 

potential implementation risk. MHA-C 

performs such reviews as needed, determined 

by frequency of new program guidance.

NPV Reviews – Reviews to assess the 

servicer’s adherence to the HAMP NPV 

guidelines. For those servicers that have 

elected to recode the NPV model into their 

own systems (recoders), MHA-C assesses 

whether the servicer’s recoded NPV model is 

accurately calculating NPV and whether the 

servicer’s model usage is consistent with 

HAMP guidelines. Recoders are subject to 

off-site testing at least quarterly and to on-site 

reviews at least semi-annually. For servicers 

using the Treasury NPV Web Portal, MHA-C 

reviews data submissions to the Portal on a 

monthly basis, and conducts on-site reviews as 

necessary to evaluate data submission issues.

Loan File Reviews – Reviews of samples of the 

servicer’s non-performing loan portfolio 

primarily to assess whether required steps in 

the modification process have been 

documented in the loan files and whether loan 

modification decisions were appropriate. This 

includes reviews of loans that have 

successfully converted to a permanent 

modification, to ensure they meet the HAMP 

guidelines. It also includes reviews of loans 

that have not been offered HAMP 

modifications, to ensure that their exclusion 

was appropriate (“Second Look” reviews). 

MHA-C conducts these Loan File reviews on a 

statistical sample for each servicer (typically 

100 loan files per larger servicer). Larger 

servicers’ non-performing loan portfolios are 

sampled and reviewed on a monthly cycle. 

MHA-C statistically samples and reviews 

smaller servicers’ non-performing loan 

portfolios on a quarterly or semi-annual cycle.

Incentive Payment Reviews – Reviews to 

assess the accuracy and validity of Treasury 

incentive payments to borrowers and 

investors, including whether borrower 

payments are appropriately allocated to 

borrowers’ loan principal in accordance with 

HAMP guidelines. MHA-C performs such 

reviews at least annually on the largest 

servicers.

(See next page for Areas of Compliance 

Emphasis)

Appendix B1: Description of Compliance Activities
Making Home Affordable Program

Servicer Performance Report Through February 2011

15

The past two years have seen substantive change 

in MHA programs as well as in the MHA operations 

of participating servicers. As new programs have 

been implemented and guidance has matured, 

Treasury’s compliance goal first and foremost has 

been to ensure that homeowners are 

appropriately treated in accordance with MHA 

guidelines and have the opportunity to avoid 

foreclosure. 

In 2011, Treasury will focus more intently on 

ensuring that servicers are maturing their MHA 

processes, accurately and timely processing MHA 

transactions, and employing appropriate internal 

governance efforts. Treasury will accomplish this 

by conducting more targeted or focused reviews, 

assessing servicer Quality Assurance or Internal 

Audit coverage of MHA activities, and enhancing 

the level of compliance-related information 

included in the MHA monthly reports.

The following are current areas of emphasis for 

MHA-C.

Cancellations

Servicers are required to comply with HAMP 

guidance when canceling loans in HAMP trials. The 

Second Look review process conducted by MHA-C 

has, and will continue to include, a focus on 

evaluating servicers’ cancellation activities, 

especially those around servicers’ timely and 

appropriate decisioning and borrower 

communications. 

MHA-C has performed targeted reviews of the 

cancellations of aged trials and will continue these 

reviews over the course of the next several 

months. MHA-C is evaluating whether servicers 

are making appropriate cancellation decisions, 

with a specific focus on those loans where the 

cancellation reason indicates that the borrower 

had not made timely payments. Servicers are 

required to maintain documentation supporting 

cancellation decisions and evidence that borrower 

notifications are provided timely with all required 

information. 

Pre-Foreclosure Certification 

Due to recent concerns around foreclosures and 

the issuance of related guidance in June 2010, 

MHA-C is focusing on pre-foreclosure activities and 

certification requirements. Servicers may not refer 

any loan to foreclosure or conduct a scheduled 

foreclosure sale without first satisfying the 

"reasonable effort" solicitation standard and 

borrower communication requirements described 

in HAMP guidelines. In addition, within seven 

business days of a scheduled foreclosure sale, 

servicers must provide the foreclosure attorney or 

trustee with a written certification that the 

servicer has satisfied the requirements to solicit 

and evaluate eligible borrowers as defined by 

HAMP guidelines, and that all other available loss 

mitigation alternatives have been exhausted and a 

non-foreclosure outcome could not be reached. 

These reviews will include:

• Processes for satisfying the "reasonable effort" 

standard and for ensuring that consideration of 

MHA programs and borrower notifications are 

executed and appropriately documented; and

• Processes for completing consideration of HAMP 

and other foreclosure alternatives, as 

appropriate, prior to any foreclosure referral or 

foreclosure sale; and

• Processes for providing foreclosure attorneys or 

trustees with accurate and timely certifications 

prior to a scheduled foreclosure sale.

IR2 Reporting and Data Integrity

Servicers are required to submit HAMP loan-level 

data to the program’s system of record (IR2), and 

that data is required to be accurate and consistent 

with source documentation. IR2 data is used to 

monitor and report on HAMP activity levels and to 

calculate servicer, borrower, and investor 

incentive payments. As stated in prior reports, 

reporting and data integrity controls continue to 

be a focus. MHA-C conducted preliminary data 

mapping exercises with the Program Administrator 

and will be assessing servicers' information 

technology (IT) controls over IR2 reporting over 

the coming months, with an emphasis on system 

interfaces and reconciliations of data between 

systems. 

MHA-C will continue testing IR2 data against 

source documentation, including loan files, with 

particular attention on the data elements used in 

the establishment of borrower payments and the 

calculation of incentives. MHA-C will also continue 

to review servicers’ calculations for accuracy and 

consistency with HAMP guidelines.

Appendix B2: Areas of Compliance Emphasis