Making Home Affordable Program

Servicer Performance Report Through January 2011

HAMP Program Snapshot 2

Characteristics of Permanent 

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

Homeowner Experience 8

HAMP Activity by State 9

HAMP Activity by Metropolitan Area 10

Modifications by Investor Type 10

List of Non-GSE Participants 11

Participants in Additional

MHA Programs 12

Definitions of 

Compliance Activities 13

Areas of Compliance Emphasis 14

Inside:

1

Report Highlights

More Than 600,000 Permanent Modifications Started

• Homeowners in permanent modifications realize real savings, with aggregate 

reductions in monthly mortgage payments estimated to total nearly $5.0 billion, 

program to date. Homeowners in active permanent modifications realize 

median monthly savings of more than $527, or 37% of the median beforemodification monthly payment.

• New permanent modifications have averaged nearly 29,000 per month for the 

last six months. New trial modifications have averaged 27,000 per month over 

the same period. 

• Nearly 1.5 million homeowners have entered trial modifications since program 

inception. 

New This Month: Post-6/1 Conversion Rates

• Most servicers significantly improved conversion rates upon accepting verified 

income documentation from homeowners.

• Servicers average a 61% conversion rate for all eligible trials started with 

verified documentation on or after June 1, 2010. As servicers continue to 

convert their eligible trial modifications, the conversion rates will increase. For 

trial modifications that started in June 2010, 73% of them have converted 

through January 2011. For trial modifications begun before June 1, the 

conversion rate averages 41%.
Making Home Affordable Program

Servicer Performance Report Through January 2011

2

HAMP Activity: All Servicers

Total

HAMP Eligibility 

(As of Dec. 31, 2010)

Eligible Delinquent Loans1 2,867,420

Eligible Delinquent Borrowers2 1,392,833

Trial

Modifications

Trial Plan Offers Extended (Cumulative)3 1,751,883

All Trials Started4 1,493,107

Trials Reported Since December 2010 Report5 26,659

Trial Modifications Canceled (Cumulative) 740,240

Active Trials 145,260

Permanent 

Modifications

All Permanent Modifications Started 607,607

Permanent Modifications Reported Since 

December 2010 Report 27,957

Permanent Modifications Canceled (Cumulative)6 68,114

Active Permanent Modifications 539,493

FHA-HAMP

FHA-HAMP Trial Modifications Started 2,531

FHA-HAMP Permanent Modifications Started 923

1 Estimated eligible 60+ day delinquent loans as reported by servicers as of December 31, 2010, 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 February 3, 2011.

4 Data includes HAMP modifications only. Except for the two lines in the above table, FHA-HAMP modifications are excluded 

from exhibits in this report.

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

modification. 

6 A permanent modification is canceled when the borrower has missed three consecutive monthly payments. Includes 937 loans 

paid off.

HAMP Trials Started

Permanent Modifications Started (Cumulative)

956

1,050

1,138

1,209

1,257 1,283 1,305 1,329 1,352

1,382

1,412

1,441

1,472

1,493

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

New Trials Started (000s)

All Trials Started (000s)

Bars: Cumulative Trial Starts (Left Axis)

Line: Monthly Trial Starts (Right Axis)

67

117

170

231

299

347

398

435

468

496

520

550

580

608

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

All Permanent Modifications Started (000s)

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, 26,659 trials have entered the HAMP system of 

record since the prior report; of those, 20,759 were trials with a first payment recorded in January 2011. 

Source: HAMP system of record.
Making Home Affordable Program

Servicer Performance Report Through January 2011

• Aggregate reductions in monthly mortgage payments for 

borrowers who received permanent modifications are 

estimated to total nearly $5.0 billion, program to date.

• The median monthly savings for borrowers in active 

permanent modifications is $527.68, or 37% of the median 

monthly payment before modification. 

Interest Rate Reduction 100%

Term Extension 58.5%

Principal Forbearance 30.4%

2.8%

11.5%

60.4%

0% 20% 40% 60% 80%

Illness of Principal 

Borrower

Excessive 

Obligation

Loss of Income

1

Includes borrowers who are employed but have faced a reduction in hours and/or wages as well as 

those who have lost their jobs.

Note: Does not include 17.0% of permanent modifications reported as category “Other”.

3

1

Modification Characteristics

Active Permanent Modifications by Modification Step

Predominant Hardship Reasons for Active Permanent Modifications

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

79.2% 62.4% -14.8 pct pts

Median Monthly Housing 

Payment3

$1,436.82 $836.48 -$527.68

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. 

Loan Status Upon Entering Trial

Select Median Characteristics of Active Permanent Modifications

In Default 

at Trial 

Start:

78.0%

At Risk of 

Default at 

Trial Start:

22.0%

Note: For all trial modifications started. 

“At Risk of Default” includes borrowers up to 59 days delinquent at trial entry as well as 

those in imminent default. “In Default” refers to borrowers 60 or more days late at trial entry.
Making Home Affordable Program

Servicer Performance Report Through January 2011

0%

20%

40%

60%

80%

100%

Pre-6/1/10 (Average: 41%) Post 6/1/10 (Average: 61%)

Average Trial 

Length at 

Conversion 

(months): 

3.6 3.3 3.2 3.1 3.6 6.4 3.3 5.0 4.4 4.3 6.4 3.7 3.0 4.4 7.8 4.0 4.8 

As of Dec. 31, 

2010 Cumulative As of Jan. 31, 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 51,380 33,848 29,370 19,962 5,907 17,938

Aurora Loan Services, LLC 29,307 49,823 39,105 14,617 1,778 13,161

Bank of America, NA4 402,102 481,756 358,726 106,592 45,176 93,292

CitiMortgage, Inc. 96,302 171,604 128,649 47,668 5,897 43,286

GMAC Mortgage, LLC 14,601 68,985 56,867 39,090 4,418 34,915

J.P. Morgan Chase Bank, 

NA5 193,413 287,931 227,512 81,777 20,602 69,418

Litton Loan Servicing LP 44,847 39,864 34,712 9,757 1,895 8,228

Nationstar Mortgage LLC 35,868 29,753 52,152 23,601 4,309 21,844

Ocwen Loan Services LLC 46,180 44,500 41,526 30,082 5,254 24,814

OneWest Bank 40,055 65,605 49,035 24,665 3,699 22,616

PNC Mortgage6 14,244 23,907 19,089 5,260 876 4,809

Saxon Mortgage Services, 

Inc. 23,400 42,516 37,495 14,285 1,537 12,931

Select Portfolio Servicing 18,046 66,351 40,378 20,071 1,536 17,622

US Bank NA 14,809 15,819 15,539 9,856 2,911 8,918

Wells Fargo Bank, NA7 161,191 297,545 215,718 81,724 15,675 74,434

Other SPA servicers8 25,273 32,076 33,739 20,173 3,807 18,232

Other GSE Servicers9 181,815 NA 113,495 58,427 19,983 53,035

Total 1,392,833 1,751,883 1,493,107 607,607 145,260 539,493

1 Estimated eligible 60+ day delinquent borrowers as reported by 

servicers as of December 31, 2010, 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 February 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 December 31, 2010, 

that have signed participation agreements with Treasury and 

Fannie Mae. A full list of participating servicers is in Appendix A.

9

Includes servicers of loans owned or guaranteed by Fannie Mae and 

Freddie Mac. Includes GSE loans transferred from SPA servicers.

4

Aged Trials1

12,394

8,045

2,874

2,307 2,084 1,903 1,784

1,403

876 790 676 361 213 200 161 78 35

0

5,000

10,000

15,000

HAMP Modification Activity by Servicer Conversion Rate1

1 As of January 31, 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. 

36,200 active trials were initiated at least six months ago. 
Making Home Affordable Program

Servicer Performance Report Through January 2011

5

Disposition Path 

Homeowners in Canceled HAMP Trial Modifications

Survey Data Through December 2010 (8 Largest Servicers 1)

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

Servicer

Action 

Pending2

Action Not 

Allowed –

Bankruptcy 

in Process

Borrower

Current

Alternative 

Modification

Payment 

Plan3 Loan Payoff

Short Sale/

Deed in 

Lieu

Foreclosure 

Starts

Foreclosure

Completions

Total

(As of 

December 

2010)

American Home 

Mortgage Servicing Inc. 325 28 232 1,386 19 58 134 300 29 2,511

Bank of America, NA4 49,724 4,781 17,543 72,940 1,899 2,650 24,201 24,832 3,951 202,521

CitiMortgage Inc. 17,439 3,623 5,749 29,609 1,117 1,362 1,815 9,679 2,232 72,625

GMAC Mortgage, LLC 1,695 358 1,084 5,771 206 309 699 1,842 1,037 13,001

JP Morgan Chase Bank 

NA5 9,628 834 3,030 61,275 318 3,359 4,924 22,848 8,169 114,385

Litton Loan Servicing LP 2,405 598 1,652 13,454 264 142 1,091 2,054 741 22,401

OneWest Bank 1,027 807 547 10,259 315 22 848 4,138 2,552 20,515

Wells Fargo Bank NA6 2,437 716 13,352 60,344 989 6,236 4,878 18,255 9,892 117,099

TOTAL 

(These 8 Servicers)

84,680

15.0%

11,745

2.1%

43,189

7.6%

255,038

45.1%

5,127

0.9%

14,138

2.5%

38,590

6.8%

83,948

14.9%

28,603

5.1%

565,058

100.0%

Note: Data is as reported by servicers for actions completed through December 31, 2010. 

1 As defined by cap amount.

2 Trial loans that have been canceled, but no further action has yet been taken. 

3 An arrangement with the borrower and servicer that does not involve a formal loan modification. 

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 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: firstlien housing expense is 

already below 31% of 

household income
Making Home Affordable Program

Servicer Performance Report Through January 2011

6

Disposition Path 

Homeowners Not Accepted for HAMP Trial Modifications

Survey Data Through December 2010 (8 Largest Servicers 1)

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

Servicer

Action 

Pending2

Action Not 

Allowed –

Bankruptcy 

in Process

Borrower

Current

Alternative 

Modification

Payment 

Plan3 Loan Payoff

Short Sale/

Deed in 

Lieu

Foreclosure 

Starts

Foreclosure

Completions

Total

(As of 

December 

2010)

American Home 

Mortgage Servicing Inc. 1,963 640 5,792 23,439 721 274 1,015 4,904 491 39,239

Bank of America, NA4 32,064 5,297 31,557 33,981 2,636 2,498 25,066 46,377 13,755 193,231

CitiMortgage Inc. 39,008 7,491 9,968 29,145 5,408 11,012 1,910 8,138 4,650 116,730

GMAC Mortgage, LLC 24,870 5,661 31,269 35,983 3,613 2,259 5,418 21,593 9,427 140,093

JP Morgan Chase Bank 

NA5 64,234 3,964 89,863 102,739 957 29,643 10,954 42,517 9,951 354,822

Litton Loan Servicing LP 8,213 3,739 7,648 15,192 955 540 4,245 8,818 3,365 52,715

OneWest Bank 5,762 2,703 20,810 8,180 1,622 644 2,205 12,342 4,569 58,837

Wells Fargo Bank NA6 14,225 3,996 47,233 54,682 1,589 8,252 11,781 18,467 12,053 172,278

TOTAL 

(These 8 Servicers)

190,339

16.9%

33,491

3.0%

244,140

21.6%

303,341

26.9%

17,501

1.6%

55,122

4.9%

62,594

5.5%

163,156

14.5%

58,261

5.2%

1,127,945

100.0%

Note: Data is as reported by servicers for actions completed through December 31, 2010. 

1 As defined by cap amount.

2 Homeowners who were not approved for a HAMP trial modification, but no further action has yet been taken. 

3 An arrangement with the borrower and servicer that does not involve a formal loan modification. 

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 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: firstlien housing expense is 

already below 31% of 

household income

•Ineligible mortgage
Making Home Affordable Program

Servicer Performance Report Through January 2011

7

Homeowner Outreach Events Hosted Nationally by 

Treasury and Partners (cumulative) 50

Homeowners Attending Treasury-Sponsored Events 

(cumulative) 50,450

Servicer Solicitation of Borrowers (cumulative)1 7,082,967

Page views on MakingHomeAffordable.gov

(January 2011) 2,895,000

Page views on MakingHomeAffordable.gov 

(cumulative) 109,405,859

Percentage to Goal of 3-4 Million Modification Offers2 44-58%

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. 

2

In 2009, Treasury set a goal of offering help to 3-4 million borrowers through the end of 2012.

Program 

to Date January

Total Number of Calls Taken at 1-888-995-

HOPE 1,981,629 88,390

Borrowers Receiving Free Housing 

Counseling Assistance Through the 

Homeowner’s HOPETM Hotline

947,210 40,212

Selected Homeowner Outreach Measures Call Center Volume

Source: Homeowner’s HOPETM Hotline.
Making Home Affordable Program

Servicer Performance Report Through January 2011

Program to date, there have been 969,416 calls to the Homeowner’s HOPETM

Hotline regarding a specific SPA servicer, of which 6.4% 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: 6.4%

Complaints

(PTD): 208 12,496 20,540 1,352 2,535 1,754 5,465 8,365

Source: Homeowner’s HOPETM Hotline.

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

complaints.)

8

Homeowner Experience (8 Largest Servicers*)

Average Speed to Answer Homeowner Calls (December)

0

5

10

15

20

25

30

35

40

OneWest Bank of 

America NA

Litton CitiMortgage GMAC Wells Fargo JP Morgan 

Chase NA

Am. Home 

Servicing

Seconds

Average of Calls to 

Homeowner’s HOPETM Hotline 

for December: 0.4 Seconds

Call Abandon Rate (December)

0%

1%

2%

3%

4%

5%

Bank of 

America

Litton OneWest Wells Fargo JP Morgan 

Chase NA

CitiMortgage Am. Home 

Servicing

GMAC

Homeowner’s HOPETM Hotline 

Average for December: 1.1%

Source: Survey data through December 31, 2010, from servicers on call volume to loss mitigation lines.

Source: Survey data through December 31, 2010, from servicers on call volume to loss mitigation lines.

Servicer Time to Resolve Third-Party Escalations 

(Program to Date, Through January)

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: 3,744 2,400 344 578 910 2,281 481 650

Cases (PTD) Calendar Days

Target: 25 Calendar Days

Source: HAMP Solutions Center. Target of 25 calendar days includes an estimated 5 days 

*As defined by cap amount. processing by HAMP Solutions Center.

Servicer Complaint Rate to Homeowner’s HOPETM Hotline

(Program to Date, Through January)

Calls to 

Servicer:
Making Home Affordable Program

Servicer Performance Report Through January 2011

9

Note: Includes active trial and permanent 

modifications from the official HAMP system of 

record.

Source: 4

th 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 63 228 291 0.0% MT 176 588 764 0.1%

AL 927 3,109 4,036 0.6% NC 2,649 10,014 12,663 1.8%

AR 337 1,190 1,527 0.2% ND 26 90 116 0.0%

AZ 5,837 26,322 32,159 4.7% NE 198 719 917 0.1%

CA 32,617 128,564 161,181 23.5% NH 670 2,505 3,175 0.5%

CO 1,762 7,587 9,349 1.4% NJ 4,738 17,367 22,105 3.2%

CT 1,759 6,845 8,604 1.3% NM 476 1,714 2,190 0.3%

DC 247 919 1,166 0.2% NV 3,697 14,163 17,860 2.6%

DE 454 1,676 2,130 0.3% NY 7,022 23,933 30,955 4.5%

FL 18,570 63,660 82,230 12.0% OH 3,325 12,054 15,379 2.2%

GA 5,553 19,567 25,120 3.7% OK 401 1,223 1,624 0.2%

HI 607 2,049 2,656 0.4% OR 1,547 5,905 7,452 1.1%

IA 388 1,373 1,761 0.3% PA 3,124 11,178 14,302 2.1%

ID 602 2,038 2,640 0.4% RI 719 2,820 3,539 0.5%

IL 7,803 29,104 36,907 5.4% SC 1,377 5,149 6,526 1.0%

IN 1,505 5,280 6,785 1.0% SD 66 207 273 0.0%

KS 379 1,260 1,639 0.2% TN 1,601 5,523 7,124 1.0%

KY 556 2,066 2,622 0.4% TX 4,381 13,580 17,961 2.6%

LA 977 2,797 3,774 0.6% UT 1,330 5,075 6,405 0.9%

MA 3,542 13,497 17,039 2.5% VA 3,364 13,374 16,738 2.4%

MD 4,545 17,483 22,028 3.2% VT 125 440 565 0.1%

ME 452 1,473 1,925 0.3% WA 2,927 10,460 13,387 2.0%

MI 4,651 18,065 22,716 3.3% WI 1,474 5,319 6,793 1.0%

MN 2,201 9,907 12,108 1.8% WV 209 831 1,040 0.2%

MO 1,536 5,748 7,284 1.1% WY 61 288 349 0.1%

MS 571 2,070 2,641 0.4% Other* 1,136 1,097 2,233 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 January 2011

Servicer GSE Private Portfolio Total

Bank of America, NA1 85,113 46,497 6,858 138,468

Wells Fargo Bank, NA 2 46,285 13,416 30,408 90,109

JP Morgan Chase NA3 40,731 33,848 15,441 90,020

CitiMortgage, Inc. 28,662 4,506 16,015 49,183

GMAC Mortgage, LLC 22,766 5,841 10,726 39,333

Ocwen Loan Services LLC 6,867 23,062 139 30,068

OneWest Bank 12,749 11,633 1,933 26,315

Nationstar Mortgage LLC 20,697 5,440 16 26,153

American Home Mortgage 

Servicing Inc. 1,317 22,528 0 23,845

Select Portfolio Servicing 502 16,583 2,073 19,158

Aurora Loan Services, LLC 7,301 7,427 211 14,939

Saxon Mortgage Services Inc. 1,490 11,499 1,479 14,468

US Bank NA 8,056 19 3,754 11,829

Litton Loan Servicing LP 86 10,022 15 10,123

PNC Mortgage4 4,919 280 486 5,685

Remainder of HAMP Servicers 81,334 6,664 7,059 95,057

Total 368,875 219,265 96,613 684,753

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

Wilshire Credit Corporation.

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

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

4 Formerly National City Bank.

Note: Figures reflect active trials and permanent modifications.

10

Metropolitan Statistical Area

Active

Trials

Permanent

Modifications

Total 

HAMP 

Activity

% of All 

HAMP 

Activity

Los Angeles-Long Beach-Santa 

Ana, CA 9,470 37,092 46,562 6.8%

New York-Northern New JerseyLong Island, NY-NJ-PA 9,071 32,785 41,856 6.1%

Riverside-San Bernardino-Ontario, 

CA 6,766 28,919 35,685 5.2%

Chicago-Joliet-Naperville, IL-IN-WI 7,504 28,125 35,629 5.2%

Miami-Fort Lauderdale-Pompano 

Beach, FL 7,642 24,997 32,639 4.8%

Phoenix-Mesa-Glendale, AZ 4,692 21,720 26,412 3.9%

Washington-Arlington-Alexandria, 

DC-VA-MD-WV 4,593 18,854 23,447 3.4%

Atlanta-Sandy Springs-Marietta, GA 4,458 15,827 20,285 3.0%

Las Vegas-Paradise, NV 3,087 11,623 14,710 2.1%

Detroit-Warren-Livonia, MI 2,845 10,915 13,760 2.0%

Orlando-Kissimmee-Sanford, FL 2,891 10,278 13,169 1.9%

San Francisco-Oakland-Fremont,

CA 2,781 9,743 12,524 1.8%

Boston-Cambridge-Quincy, 

MA-NH 2,488 9,671 12,159 1.8%

Sacramento-Arden-ArcadeRoseville, CA 2,345 9,243 11,588 1.7%

San Diego-Carlsbad-San Marcos, 

CA 2,256 9,173 11,429 1.7%

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

http://www.treasury.gov/initiatives/financial-stability/results/MHAReports/Documents/MSA%20Data%20Jan%202011.pdf

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

Servicer Performance Report Through January 2011

Servicers participating in the HAMP First-Lien Modification Program may also offer additional homeowner incentives, including Home Affordable 

Foreclosure Alternatives (HAFA), at least three months’ forbearance for unemployed borrowers, and Principal Reduction Alternative (PRA). 

11

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

Citizens First Wholesale Mortgage 

Company

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

Golden Plains Credit Union

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

Spirit of Alaska Federal Credit Union

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

University First Federal Credit Union

Vantium Capital, Inc.

Verity Credit Union

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 January 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. 

Spirit of Alaska Federal Credit Union 

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

12

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 January 2011

13

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 and for 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 the 

HAMP program. Areas covered include, among 

other things, 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/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 additions.

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.

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.

As stated in the August report, beginning in the 

3rd quarter of the 2010 sampling period, MHAC revised its sampling strategy to sample 

monthly from all servicers to provide more 

consistent trending by servicer and greater 

comparability of results across servicers. 

Results from this new sampling strategy will be 

included in the next publication of Compliance 

results.

(See next page for Areas of Compliance 

Emphasis)

Appendix B1: Description of Compliance Activities
Making Home Affordable Program

Servicer Performance Report Through January 2011

14

In the coming months MHA-C will focus on the 

following areas of emphasis, to ensure ongoing 

compliance.

Cancellations

Servicers are required to comply with HAMP 

guidance when canceling loans in HAMP trials. 

The Second Look review process conducted by 

MHA-C will continue to include an evaluation of 

servicers’ cancellation activities, especially those 

around servicers’ timely and appropriate 

decisioning and borrower communications. 

MHA-C will conduct targeted reviews of the 

cancellations of aged trials over the course of 

the next several months. MHA-C will evaluate 

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. MHA-C expects servicers to 

provide documentation supporting cancellation 

decisions and evidence that borrower 

notifications are timely and include all necessary 

information. 

Pre-Foreclosure Certification 

Due to recent concerns around foreclosures and 

the issuance of new HAMP guidance effective in 

June, MHA-C will specifically focus on preforeclosure 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 nonforeclosure outcome could not be reached. 

These reviews will include:

•Processes for satisfying the "reasonable effort" 

standard and for ensuring that consideration of 

HAMP 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 loanlevel data to the Program Administrator’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 will continue to be a 

focus. MHA-C has recently 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 

review servicers’ calculations for accuracy and 

consistency with HAMP guidelines.

Appendix B2: Areas of Compliance Emphasis