Freddie Mac Single-Family Seller/Servicer Guide 9201.5 — Servicer default management performance standards
Freddie Mac Single-Family Seller/Servicer Guide section 9201.5 — Servicer default management performance standards. Full verbatim section text, substring-verified against snapshot 5869ee9e606cd4ae.
Verbatim regulatory text
Verbatim provisions from Freddie Mac Single-Family Seller/Servicer Guide 9201.5 — Servicer default management performance standards — each quote is a verified substring of the regulator-published source snapshot, not retyped. Quoted for reference; this is not legal advice. The operational layer (P&P updates, prompts) lives in the regulation update kits.
Freddie Mac Single-Family Seller/Servicer Guide 9201.5 — Servicer default management performance standards (part 1 of 3)
This section contains requirements related to: ■ Call center performance standards ■ Quality right party contact performance standard ■ Alternative to foreclosure pull-through rate Freddie Mac will measure a Servicer’s default management performance against certain metrics, which may be amended by Freddie Mac from time to time. The Servicer’s performance in the metrics will comprise its overall Servicer Success Scorecard assessment in the default management category of the Servicer Success Scorecard. In addition to the performance standards prescribed below, a Servicer must also refer to its Servicer Success Scorecard for the specific metrics and to Section 3501.2 for additional information about the Servicer Success Scorecard. (a) Call center performance standards The following terms are described for purposes of this section: Call center definitions A Abandon Rate Percentage of calls made by the Servicer to Borrowers or by a Borrower to a Servicer that are not intercepted by the Servicer (i.e., a live operator) before the Borrower disconnects. B Blockage Rate Number of calls blocked, whether intentional or unintentional, as a percentage of inbound calls directed to a Servicer’s call center. Example: A Borrower attempting to call the Servicer receives a busy signal as a result of a Servicer’s inbound call center’s failure to receive such call. Servicers that maintain a call center must meet the following minimum call center and other contact performance standards as measured in monthly increments: ■ Average speed to answer a telephone call of 60 seconds or less ■ 5% or less telephone call Abandon Rate ■ 1% or less telephone call Blockage Rate ■ Average time for a live operator to respond to e-mails of 48 hours or less after receipt (excluding automated responses) ■ Live operator chat response times of 5 minutes or less between chats Servicers that maintain a call center must maintain data related to the performance standards described above and must make such data available to Freddie Mac upon request. (b) Quality right party contact performance standard In its efforts to contact Borrowers, a Servicer must strive to achieve a quality right party contact benchmark of at least 60% on its 120-day delinquent Freddie Mac portfolio. Borrowers in bankruptcy are excluded from the quality right party contact performance standard. A Servicer’s obligation for establishing contact with a delinquent Borrower and scope of a quality right party contact is set forth in Section 9102.3. Each time the Servicer achieves quality right party contact with a delinquent Borrower, the Servicer must notify Freddie Mac via an EDR transmission in accordance with the following requirements: ■ First quality right party contact: Servicers must report default action code AW and the date of the first quality right party contact established with the Borrower within the first three Business Days of the month following the month that the first quality right party contact was established with the Borrower. Default action code AW is reported once. ■ Subsequent quality right party contact: Servicers must report default action code AX if any subsequent quality right party contact was made with the Borrower after the initial contact was established within the first three Business Days of the month following the month that the subsequent contact occurred. Default action code AX may be reported in the same month as default action code AW if a Servicer establishes a subsequent quality right party contact with the Borrower in the same month that initial contact was achieved. Note: A Servicer must continue to report default action code AX as often as it applies (i.e., as often as the Servicer continues to establish quality right party contact with a Borrower when working with the Borrower to resolve a Delinquency) with the date of the last quality right party contact for each month in which the action applies. Note: For additional information about EDR, refer to Section 9102.6 and Exhibit 82, Electronic Default Reporting Transmission Code List. (c) Alternative to foreclosure pull-through rate Servicers will be measured on their ability to successfully transition newly 60-day delinquent Borrowers into an alternative to foreclosure in a given quarter. At a minimum, Servicers must achieve at least a 60% alternative to foreclosure pull-through rate. The alternative to foreclosure pull-through rate is measured as follows: ■ Alternatives to foreclosure in the current quarter divided by the prior quarter’s new 60day delinquent Borrower inflows ■ Reinstatements, forbearance plans, repayment plans, trial period plans, payoffs, modifications, short sales and deeds-in-lieu of foreclosure are included in this performance standard. Mortgages in bankruptcy are excluded from this measurement
Freddie Mac Single-Family Seller/Servicer Guide 9201.5 — Servicer default management performance standards (part 2 of 3)
Refer to Bulletins 2026-G and 2026-11, which announced updates related to Freddie Mac’s new event-based default related reporting requirements. Beginning November 16, 2026, Servicers may implement the new requirements if they are operationally ready to do so. If a Servicer adopts the new event-based default related reporting standards before the mandatory effective date of September 27, 2027, it must comply with the associated Guide requirements that will be effective on September 27, 2027 and, upon such adoption, must discontinue monthly EDR reporting. This section contains requirements related to: ■ Call center performance standards ■ Quality right party contact performance standard ■ Alternative to foreclosure pull-through rate Freddie Mac will measure a Servicer’s default management performance against certain metrics, which may be amended by Freddie Mac from time to time. The Servicer’s performance in the metrics will comprise its overall Servicer Success Scorecard assessment in the default management category of the Servicer Success Scorecard. In addition to the performance standards prescribed below, a Servicer must also refer to its Servicer Success Scorecard for the specific metrics and to Section 3501.2 for additional information about the Servicer Success Scorecard. (a) Call center performance standards The following terms are described for purposes of this section: Call center definitions A Abandon Rate Percentage of calls made by the Servicer to Borrowers or by a Borrower to a Servicer that are not intercepted by the Servicer (i.e., a live operator) before the Borrower disconnects. Call center definitions B Blockage Rate Number of calls blocked, whether intentional or unintentional, as a percentage of inbound calls directed to a Servicer’s call center. Example: A Borrower attempting to call the Servicer receives a busy signal as a result of a Servicer’s inbound call center’s failure to receive such call. Servicers that maintain a call center must meet the following minimum call center and other contact performance standards as measured in monthly increments: ■ Average speed to answer a telephone call of 60 seconds or less ■ 5% or less telephone call Abandon Rate ■ 1% or less telephone call Blockage Rate ■ Average time for a live operator to respond to e-mails of 48 hours or less after receipt (excluding automated responses) ■ Live operator chat response times of 5 minutes or less between chats Servicers that maintain a call center must maintain data related to the performance standards described above and must make such data available to Freddie Mac upon request. (b) Quality right party contact performance standard In its efforts to contact Borrowers, a Servicer must strive to achieve a quality right party contact benchmark of at least 60% on its 120-day delinquent Freddie Mac portfolio. Borrowers in bankruptcy are excluded from the quality right party contact performance standard. A Servicer’s obligation for establishing contact with a delinquent Borrower and scope of a quality right party contact is set forth in Section 9102.3. Each time the Servicer achieves quality right party contact with a delinquent Borrower, the Servicer must notify Freddie Mac via an EDR transmission in accordance with the following requirements: ■ First quality right party contact: Servicers must report default action code AW and the date of the first quality right party contact established with the Borrower within the first three Business Days of the month following the month that the first quality right party contact was established with the Borrower. Default action code AW is reported once. ■ Subsequent quality right party contact: Servicers must report default action code AX if any subsequent quality right party contact was made with the Borrower after the initial contact was established within the first three Business Days of the month following the month that the subsequent contact occurred. Default action code AX may be reported in the same month as default action code AW if a Servicer establishes a subsequent quality right party contact with the Borrower in the same month that initial contact was achieved. Note: A Servicer must continue to report default action code AX as often as it applies (i.e., as often as the Servicer continues to establish quality right party contact with a Borrower when working with the Borrower to resolve a Delinquency) with the date of the last quality right party contact for each month in which the action applies. Note: For additional information about EDR, refer to Section 9102.6 and Exhibit 82, Electronic Default Reporting Transmission Code List. (c) Alternative to foreclosure pull-through rate Servicers will be measured on their ability to successfully transition newly 60-day delinquent Borrowers into an alternative to foreclosure in a given quarter. At a minimum, Servicers must achieve at least a 60% alternative to foreclosure pull-through rate. The alternative to foreclosure pull-through rate is measured as follows: ■ Alternatives to foreclosure in the current quarter divided by the prior quarter’s new 60day delinquent Borrower inflows ■ Reinstatements, forbearance plans, repayment plans, trial period plans, payoffs, modifications, short sales and deeds-in-lieu of foreclosure are included in this performance standard. Mortgages in bankruptcy are excluded from this measurement
Freddie Mac Single-Family Seller/Servicer Guide 9201.5 — Servicer default management performance standards (part 3 of 3)
■ Call center performance standards ■ Quality right party contact performance standard ■ Alternative to foreclosure pull-through rate Freddie Mac will measure a Servicer’s default management performance against certain metrics, which may be amended by Freddie Mac from time to time. The Servicer’s performance in the metrics will comprise its overall Servicer Success Scorecard assessment in the default management category of the Servicer Success Scorecard. In addition to the performance standards prescribed below, a Servicer must also refer to its Servicer Success Scorecard for the specific metrics and to Section 3501.2 for additional information about the Servicer Success Scorecard. (a) Call center performance standards The following terms are described for purposes of this section: Call center definitions A Abandon Rate Percentage of calls made by the Servicer to Borrowers or by a Borrower to a Servicer that are not intercepted by the Servicer (i.e., a live operator) before the Borrower disconnects. B Blockage Rate Number of calls blocked, whether intentional or unintentional, as a percentage of inbound calls directed to a Servicer’s call center. Example: A Borrower attempting to call the Servicer receives a busy signal as a result of a Servicer’s inbound call center’s failure to receive such call. Servicers that maintain a call center must meet the following minimum call center and other contact performance standards as measured in monthly increments: ■ Average speed to answer a telephone call of 60 seconds or less ■ 5% or less telephone call Abandon Rate ■ 1% or less telephone call Blockage Rate ■ Average time for a live operator to respond to e-mails of 48 hours or less after receipt (excluding automated responses) ■ Live operator chat response times of 5 minutes or less between chats Servicers that maintain a call center must maintain data related to the performance standards described above and must make such data available to Freddie Mac upon request. (b) Quality right party contact performance standard In its efforts to contact Borrowers, a Servicer must strive to achieve a quality right party contact benchmark of at least 60% on its 120-day delinquent Freddie Mac portfolio. Borrowers in bankruptcy are excluded from the quality right party contact performance standard. A Servicer’s obligation for establishing contact with a delinquent Borrower and scope of a quality right party contact is set forth in Section 9102.3. Each time the Servicer achieves quality right party contact with a delinquent Borrower, the Servicer must report the Quality Right Party Contact default related reporting event in accordance with Section 9102.6 and Exhibit 82, Default Reporting Dataset Guidelines. Note: For additional information about default related reporting events, refer to Section 9102.6 and Exhibit 82. (c) Alternative to foreclosure pull-through rate Servicers will be measured on their ability to successfully transition newly 60-day delinquent Borrowers into an alternative to foreclosure in a given quarter. At a minimum, Servicers must achieve at least a 60% alternative to foreclosure pull-through rate. The alternative to foreclosure pull-through rate is measured as follows: ■ Alternatives to foreclosure in the current quarter divided by the prior quarter’s new 60day delinquent Borrower inflows ■ Reinstatements, forbearance plans, repayment plans, trial period plans, payoffs, modifications, short sales and deeds-in-lieu of foreclosure are included in this performance standard. Mortgages in bankruptcy are excluded from this measurement
Operationalizing Freddie Mac Single-Family Seller/Servicer Guide 9201.5 — Servicer default management performance standards
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