Mortgage Assistance
We are here to help. Carrington is committed to partnering with you throughout your entire homeownership journey, including times of unforeseen and difficult circumstances.
If you are having difficulty making your monthly mortgage payments, you have options. We recommend beginning the assistance process by submitting a request through your online account.
Is your COVID-19 Forbearance Ending?
Click here for information.
Assistance options
The goal of mortgage assistance is to keep you in your home by making your mortgage payments more manageable. The process begins by submitting a request for mortgage assistance.
Submitting a request allows your situation to be reviewed across all mortgage assistance options to determine a best-case scenario. Please keep in mind that remaining in your home may not always be the best option, or your preference.
Available options and terms vary by the investor and/or insurer of your loan. Examples of mortgage assistance options that may be available to you:
Repayment Plan
A temporary agreement to reinstate a loan that is delinquent by paying the normal monthly payments, plus a portion of the past due amount each month for a fixed time period.
Forbearance Plan
Forbearance allows you to suspend payments or make reduced payments for a specified length of time. At the end of the Forbearance agreement, you are responsible for paying the total past due amount or requesting further mortgage assistance.
Loan Modification
A permanent change to your loan terms allowing you to repay the loan on newly agreed upon terms, which may include a change in interest rate, placing past due amounts at the end of the loan, and/or extending the term of the loan.
Pre-Foreclosure/Short Sale
Pre-foreclosure sale or “short sale” is an alternative to foreclosure that allows you to settle the mortgage debt by selling your home, even though the sale proceeds will be less than the total debt amount.
Deed-in-Lieu of Foreclosure
If we are unable to complete a short sale prior to the defined short sale expiration date, you may be eligible to voluntarily offer to deed (give back) the property to Carrington in exchange for a release from all obligations under the Mortgage.
Is your COVID-19 Forbearance Ending? Click here for information.
Gather What You’ll Need
Mortgage Assistance documentation requirements vary by loan type. The simplest way to request mortgage assistance is through your online account. If you have additional questions, you can always connect with our customer service team.
For more information about the Mortgage Assistance Application, please click here.
Click here to learn more on protecting yourself from Mortgage Scams.
Submitting a request
You can quickly and securely submit a request for mortgage assistance through your online account. If you prefer to submit a request by mail or fax, please include your loan number on each page.
Online:
Log into your account
Select “Mortgage Assistance Portal” on the left menu
Mail:
Carrington Mortgage Services, LLC
Loss Mitigation Department
1600 South Douglass Road
Suites 110 & 200-A
Anaheim, CA 92806
Once received, we will acknowledge receipt of your request within five business days by mail. Once your application is confirmed as being complete, we will review and provide you with a decision within 30 calendar days.
Errors and Information Requests (inquiries & complaints)
Notices of Error, Requests for Information and Qualified Written Requests (as defined by RESPA) must be sent to: PO Box 5001, Westfield, IN 46074. Please include your account number with all correspondence. You have certain rights under federal law to resolve errors and request information related to your account. For more information, please contact us at (800) 561-4567, 8:00 AM-9:00 PM Eastern Time, Monday - Friday.
For New York Residents Only:
You may file complaints about Carrington Mortgage Services, LLC (“Carrington”) with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services about the availability of housing counseling services by calling the Department’s Consumer Assistance Unit at 1-800-342-3736 or by visiting the Department’s website at www.dfs.ny.gov. Carrington is registered with the Superintendent of the New York State Department of Financial Services. Carrington remains responsible for all actions taken by third-party service providers authorized by Carrington to act on its behalf regarding the servicing of your loan.
For New York City Consumers - Language Access Disclosure:
Carrington Mortgage Services, LLC (“Carrington”) offers language translation services through Language Line which is an over-the-phone translation service at no cost to consumers with limited English proficiency. However, Carrington does not offer translation of communications or documents into a language other than English at this time. You may obtain translations and descriptions of commonly-used collection terms in multiple languages by visiting the New York City Department of Consumer and Worker Protection (“DCWP”) – formerly the Department of Consumer Affairs ("DCA") – website at www.nyc.gov/dca and at www1.nyc.gov/site/dca/consumers/Glossary-of-Common-Debt-Collection-Terms.page.
Forbearance Ending? Let's Make a Plan That Works For You.
If your forbearance agreement is coming to an end, you may be eligible to apply for an extension or a more permanent mortgage assistance option by requesting Mortgage Assistance through your online account.
If you have any questions, we are here to help. You can connect with us by calling 800-561-4567, Monday through Friday from 8:00 AM - 9:00 PM Eastern Time.
Find a HUD-Approved Housing Counselor:
Call 800-569-4287
Visit www.cfpb.gov/find-a-housing-counselor
