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Homeowners: Who to call if you're worried about making monthly payments

Posted on March 29, 2020

(Updated: March 29, 2020)

BOSTON --- As the public health emergency continues, ONE Mortgage remains operational and continues to encourage owners, prospective buyers, lenders and counseling agencies to contact us about regular business and concerns related to COVID-19.

We will continue to provide updates on our web site and through social media as things change. Here is the latest information on how you can reach somebody to talk about ONE Mortgage:

To our SoftSecond and ONE homeowners

If you bought your home with SoftSecond or ONE Mortgage and are worried about making your upcoming mortgage payments, you should immediately reach out and talk to someone about your loan. Your first call should be to your lender or loan servicer. There is also free counseling available through HomeSafe, the post-purchase counseling service for all SoftSecond and ONE homebuyers. Go to the HomeSafe counselors page for contact information. The ONE Mortgage team is also available at 1-800-752-7131 or ONEMortgage@mhp.net

Español: A nuestros propietarios: la ayuda está disponible si usted está preocupado por hacer sus próximos pagos hipotecarios. Su primera llamada debe ser a su prestamista o administrador de préstamos. También hay servicios de asesoramiento gratuitos disponibles a través de HomeSafe, el servicio de asesoramiento posterior a la compra para compradores de vivienda SoftSecond & ONE. El equipo de ONE Mortgage también está disponible en 1-800-752-7131 o en ONEMortgage@mhp.net

Português: Para os nossos proprietários – Vos queremos informar de que se estiver preocupado em fazer os seus próximos pagamentos de hipoteca, havera ajuda disponível. O seu primeiro contato e chamada deve ser para o seu credor ou prestador de serviços de empréstimo. Existem também serviços de aconselhamento gratuitos disponíveis através do HomeSafe, o serviço de aconselhamento pós-compra para os compradores domésticos Soft Second & ONE. A equipe do ONE Mortgage também está disponível através do numero 1-800-752-7131 ou ONEMortgage@mhp.net.

Prospective buyers: Take an online class

Prospective first-time buyers can still take steps toward homeownership as 29 homebuyer education providers offer online classes. The course covers the entire process, from how much you can afford to financing, home inspections and closing.  It can be done by computer or mobile phone.

To receive your certificate (required for ONE Mortgage), participants must also complete a one-on-one counseling session with the agency where you took the online course. This can be done by phone or virtual meeting (Zoom, Skype). 

Lenders: Still processing regular business

Lenders can still reach the homeownership team with questions about loan scenarios, underwriting, loan closing, servicing, etc.  Each member of the team has remote email access and you can still reach us by calling our direct office phone numbers, which can be found on our MHP staff page. Additionally, our 800 line, 1-(800)-752-7131 will ring through to our phones during business hours.  

 Es2 will continue to function as it always does, and we'll be monitoring the queue for in-process loans at both the Pre-Qual and Final-App stages.  There will be no delay in our ability to process your loans in Es2.  

MHP will continue to fund ONE Mortgage loans with an interest subsidy component on a bi-weekly basis.  There may be some delay (based on our current 1st and 15th schedule), though we'll try our best to make sure interest subsidy funds are wired in a timely manner.  

If you have payoff/discharge/subordination requests for any refinance scenarios, please continue to submit them as you normally would.  We will be able to process them as we normally would.

We will respond as quick as possible

MHP's ONE Mortgage team will strive to do its best, but keep in mind that shifting operations from an office to home setting on short notice does present several challenges, ranging from providing and maintaining technology to juggling work while responding to home and family responsibilities. There may be times when our ability to work remotely may be limited and our response to customer questions may be delayed. If your question is time sensitive, please email info@mhp.net. Thank you for your patience and understanding.

Related story

MHP's offices are closed, but our data, community, lending and homeownership teams are working remotely. Here's MHP's plan to stay operational during the COVID-19 emergency.