Start by calling the mortgage servicer shown on your monthly statement. Ask for a mortgage-assistance or loss-mitigation specialist, the current application, and the servicer’s exact document checklist. There is no single packet that every borrower must submit. The required information depends on the servicer, loan owner or program, the hardship, and the options available when you apply.
Before you call, gather records that show your household’s income, expenses, assets, and the event that changed your ability to pay. Treat the examples below as preparation—not a guaranteed list or a promise that a particular solution will be offered.
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First, request the servicer’s current checklist
Use the phone number or correspondence address on your latest mortgage statement. Identify the loan account and all borrowers, then ask specifically for the mortgage-assistance, loss-mitigation, or home-retention department. Request:
- The current application for your loan and situation.
- A written list of every document currently required.
- Instructions for naming files, completing forms, and submitting them.
- Any deadline tied to your hardship, a disaster, or another qualifying event.
- The name or reference number for your conversation.
Consumer Financial Protection Bureau (CFPB) guidance explains that servicers have flexibility to set the information needed to evaluate available options. Regulation X, § 1024.41, also treats an application as complete based on the information the servicer requires for the options it offers. A checklist from another borrower, lender, or website may therefore be incomplete or outdated for your case.
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Documents commonly requested
1. The servicer’s application and borrower information
Complete the servicer’s own form rather than relying on a generic hardship letter. It may ask for:
- Your mortgage account number and property address.
- The names and contact details of every borrower.
- Household members and occupancy information.
- Permission to obtain or verify financial information.
- A description of the payment problem and the assistance you are requesting.
Answer every question truthfully and consistently with your supporting records. If a question does not fit your circumstances, ask the specialist how the servicer wants it answered instead of leaving unexplained gaps.
2. Proof of each income source
Collect current documents for every person and income source included in the application. Common examples identified in CFPB guidance include:
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- Bank statements showing deposits and available cash.
- Benefit award letters or other formal proof of recurring benefits, such as Social Security.
- Tax filings or other income statements when requested.
If you are self-employed, paid on commission, working reduced hours, or receiving irregular income, tell the servicer how the amount is calculated and ask which records it accepts. If income recently stopped or changed, include the effective date and explain whether you expect the change to be temporary or ongoing. Do not substitute an old document simply because it is easier to find; the servicer may require a refreshed statement.
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3. Expense and asset information
The servicer may evaluate your regular expenses and other assets along with income. Be prepared to describe items such as:
- Utilities, insurance, property taxes, transportation, food, and other household costs.
- Credit, medical, child-care, or support payments.
- Cash in checking and savings accounts.
- Other assets or accounts identified on the servicer’s form.
Supporting statements may be requested, but you do not automatically need to send every account record you possess. Follow the checklist for your application. Sending unsolicited financial records can create confusion, expose unnecessary personal information, or leave the servicer unsure which figures are current.
4. A written hardship explanation
Prepare a short, factual narrative before submitting the application. It should state:
- What happened.
- When it happened.
- Whether the problem is temporary, permanent, or uncertain.
- How it changed household income or expenses.
- What you can afford now, if you know that amount.
For example, “My employment ended on March 10, and the household lost approximately $X in monthly wages. I am seeking work and expect income to be uncertain for the next several months” is more useful than “I cannot pay.” Use exact dates and amounts where you can support them. Explain changes that are likely to affect your ability to resume the regular payment, not just the fact that a payment was missed.
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Match proof to the hardship
Evidence should support the event you describe. Ask the servicer what it accepts before ordering records that may take time or money to obtain.
| Hardship example | Possible supporting evidence | What to explain |
|---|---|---|
| Unemployment or job loss | Employment-separation notice, unemployment documentation, or other records the servicer accepts | Last day worked, lost monthly income, and current job-search or benefit status |
| Temporary or permanent disability | Benefit or disability documentation requested by the servicer | When the disability began, expected duration if known, and change in earnings or expenses |
| Uninsured medical expenses for a family member | Hospital bills, payment records, or other medical documentation the servicer accepts | Amounts paid or owed and how the expense affected the household budget |
| Divorce or separation | Divorce decree or related court documentation | Changes to household income, support obligations, ownership, or responsibility for the mortgage |
| Death in the household | Documentation requested by the servicer for the event | Lost income, changed expenses, and who remains responsible for the loan |
| Natural disaster or other qualifying event | Event-related proof specified by the servicer or program | Date and impact of the event, property or income damage, and any applicable deadline |
The examples above are not exhaustive and do not mean every applicant needs each document. A servicer may accept alternate proof, request additional records, or use a different checklist for a disaster-related or program-specific review.
Organize the packet before you submit it
Use a simple file system
- Create a folder for the application, income, expenses and assets, hardship proof, and correspondence.
- Label each file with the borrower name, document type, and date, such as
Smith_paystub_2026-10-15.pdf. - Check that scans are legible, complete, and include every page requested.
- Keep a copy of the exact packet you send.
Check dates and consistency
- Use the same household income and expense figures throughout the form, budget, and hardship letter.
- Check that names, account numbers, property address, and dates match your mortgage records.
- Replace documents that are stale if the servicer asks for current versions.
- Do not alter statements, omit relevant information, or estimate figures without explaining the basis.
Follow the specified delivery method
Submit through the channel and in the file format the servicer provides. The appropriate method can vary by servicer and application. If you upload documents, save the confirmation screen or reference number. If you send paper copies, retain proof of delivery. Ask how long it should take to confirm receipt and where to send corrections.
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A servicer may identify missing, incorrect, or outdated items during its review. Respond promptly and send only the requested correction or update plus any cover note needed to identify your account. Keep a dated log of:
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- Every call, including the representative’s name or reference number.
- Documents sent, the date sent, and the delivery channel.
- Requests for additional information and your response date.
- Letters, notices, and decisions received.
Records can become stale while a review is pending, so a servicer may ask for refreshed pay stubs, statements, or benefit documentation. A complete packet at one point does not guarantee that no update will be required later.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Forbearance and other assistance: understand what the documents are for
The paperwork supports an evaluation; it does not guarantee approval or a particular loss-mitigation option. Depending on the loan, hardship, timing, and servicer requirements, possible options may differ.
If forbearance is offered, it pauses or reduces payments for a period. It does not erase the amounts not paid. Those amounts still have to be repaid under the agreement, which could involve a repayment plan, a payment increase, a deferral, or another arrangement. Ask in writing:
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- How long the forbearance lasts.
- Whether interest, escrow, or fees continue to accrue.
- How and when the missed or reduced amounts will be repaid.
- What you must do before the agreement ends.
Do not stop paying or assume a request is approved merely because you submitted documents. Follow the servicer’s written instructions unless it confirms a different arrangement.
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Deadlines, escalation, and outside help
Contact the servicer early
Call as soon as you know a payment may be unaffordable. Early contact gives you time to obtain records, correct errors, and ask about any event-related deadline. Disaster, job-loss, disability, or other programs can have their own request windows; ask whether one applies to your situation.
Use a HUD-approved housing counselor when the process is unclear
A HUD-approved housing counseling agency can help you understand the servicer’s forms, organize financial information, and discuss questions to ask about available options. Counseling does not replace the servicer’s checklist, and the counselor cannot guarantee approval.
Seek case-specific legal advice when necessary
If you have received foreclosure papers, face a disputed ownership issue, or need advice about legal rights and deadlines, contact an appropriate legal-services provider in your area. General document guidance cannot determine the foreclosure timetable or legal remedy for a specific loan.
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Quick Recap
A printable preparation checklist
- ☐ Mortgage statement with the servicer’s contact information and account number.
- ☐ Current servicer application and written checklist.
- ☐ Identification and household information requested on the form.
- ☐ Recent pay stubs, benefit letters, bank statements, and other income records that match each source.
- ☐ Expense and asset information, including cash balances requested by the servicer.
- ☐ A dated hardship explanation covering the event, timing, duration, and financial effect.
- ☐ Event-specific proof, such as a divorce decree or medical-bill payment records, when relevant and accepted by the servicer.
- ☐ Copies of everything submitted and delivery confirmations.
- ☐ A calendar reminder to respond to follow-up requests and replace stale documents.
Common mistakes to avoid
- Using a generic list: A checklist from a different lender may not match your servicer’s requirements.
- Waiting for every document before calling: Ask what is needed first; deadlines can run while you are gathering records.
- Sending an unexplained one-line hardship statement: Include the date, cause, duration, and financial impact.
- Submitting inconsistent numbers: Reconcile the application, budget, bank records, and hardship explanation.
- Ignoring update requests: Missing a correction or refreshed document can delay review.
- Assuming forbearance is forgiveness: Confirm the repayment terms before accepting an offer.
- Failing to keep proof: Retain copies, upload confirmations, mailing receipts, and call notes.
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