Mortgage Assistance

Carrington is committed to the dream of homeownership, and we realize that sometimes unforeseen situations can cause financial hardships.

These hardships can impact the ability of some homeowners to make monthly mortgage payments.

Mortgage Assistance
Assistance Options

Assistance options

If you need assistance to get back on track, we have a variety of options that may be available to you.

Available options and terms vary by the investor and/or insurer of your loan, but as a general guideline the options typically include:

Disaster Relief

There are options to suspend monthly payments for a specific period of time when your home or place of employment have been impacted by a natural disaster. This would include federally- declared disaster areas. Visit our Disaster Assistance page for more information.

Repayment Plan

This involves making payment arrangements over a specific period of time, typically three to six months, that are designed to reinstate a delinquent loan to a current status.

Forbearance Plan

A payment arrangement of reduced or zero monthly payments for a specified period of time. Forbearance plans are temporary, and are designed to lead to such permanent solutions as a Repayment Plan or Loan Modification.

Loan Modification

This permanent change to the terms of the original mortgage may include one or more of the following: an interest rate change (either fixed or temporary), capitalization of payments and/or fees and costs, term extension, or a deferral of a portion of the loan. Loan modifications are available for both 1st and 2nd mortgages.

Pre-Foreclosure/Short Sale

This option allows a borrower to avoid foreclosure by selling the property for less than the total amount owed on the account (subject to agreement by Carrington), resulting in the release of the Carrington’s lien on the home.

Deed-in-Lieu of Foreclosure

An option that allows a borrower to voluntarily deed a property to the lender to avoid foreclosure. In return, the borrower agrees to vacate the property on an agreed-upon date, leaving it in "broom swept" condition.

Gather What You’ll Need

To be considered for any of the loss mitigation options, we need recent documentation regarding your current financial circumstances, including your plans for the property, what led you to needing assistance, and how you can demonstrate your ability to either maintain payments in the future or show you cannot continue to make mortgage payments.

Our goal is to assist you with the information you need to successfully complete your application for assistance. For your convenience we are providing a sample profit and loss statement for you to use as a guide if you have self-employment income.

Below are the documents we require to conduct a review. Please download or print copies of the below items, and spend a few minutes reviewing our Loss Mitigation Guide section to avoid common issues when applying for assistance:

Need help with your mortgage
Submit your request

Submit your request

Log in your account and click on "Mortgage Assistance Portal" to upload the required documents to start the application process.

If you prefer to apply for assistance without the use of our Mortgage Assistance Portal, you can submit by using the options below. Please note that the email, fax number and mail address are for sending documents for hardship applications requesting assistance only. Please do not send documents, correspondence or emails for unrelated issues through the options below. If you need to send us other correspondence, please click here for contact information to our other supporting teams.

By fax

1-877-CMS-1331

By mail

Attn: Loss Mitigation
1600 South Douglass Road
Suites 110 & 200-A
Anaheim, CA 92806.

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, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.

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:
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.

We will review what you have submitted within five business days, and will let you know if your application is complete, or if additional items are needed. Once your application is confirmed as being complete, we will review and provide you with a decision within 30 calendar days.