source:
  type: guide
  id: fhlmc-9102.6
  authority: Freddie Mac Single-Family Seller/Servicer Guide Section 9102.6 — Monthly
    EDR
  description: Freddie Mac Single-Family Seller/Servicer Guide Section 9102.6 — Monthly
    EDR.
  coverage_tier: operative
obligations:
- id: fhlmc-9102.6-full
  canonical_id: fhlmc-9102.6-full
  section: Freddie Mac Single-Family Seller/Servicer Guide Section 9102.6 — Monthly
    EDR
  type: do
  tags:
  - regulator-direct
  - fhlmc
  - freddie-guide
  - corpus-expansion
  - tier-operative
  primary_source:
    tier: 1
    authority: Freddie Mac Single-Family Seller/Servicer Guide Section 9102.6 — Monthly
      EDR
    source_class: fhlmc-guide
    source_url: https://guide.freddiemac.com/ci-guide
    snapshot_id: 5869ee9e606cd4ae
    fetched_at: '2026-05-23T00:27:40Z'
    content_hash: sha256:9a1b23e5024bb369e7a59d36b3702383c11ace68b5d209fdef791bc8f955c637
    paragraph_quote: '9102.6: Monthly EDR (04/27/26) Refer to Bulletin 2026-2, which
      announced updates related to Resolve® reporting requirements for repayment plans
      and forbearance agreements. Servicers may implement the new requirements prior
      to the mandatory October 1, 2026 version of this section if they are operationally
      ready to do so. This section contains requirements related to: ■ Reporting to
      Freddie Mac ■ Reports from Freddie Mac ■ Compensatory fees for failure to report
      via EDR (a) Reporting to Freddie Mac A Servicer must report, within the first
      three Business Days of a month, applicable information through the Freddie Mac
      EDR tool (see Exhibit 88, Servicing Tools) for: ■ All status and event codes
      for Mortgages that are current AND placed on a forbearance plan Freddie Mac
      Single-Family Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-41
      ■ All status and event codes, if applicable, for Mortgages that are 30 or 60
      days delinquent and Mortgages for which the Borrower was in bankruptcy during
      the previous month, regardless of whether the Borrower is current or delinquent
      in his or her Mortgage payments ■ All Mortgages that were 90 or more days delinquent,
      including referral to foreclosure, or Mortgages for which the Borrower was in
      bankruptcy during the previous month ■ Mortgages for which the Borrower is current
      in his or her Mortgage payments and for which the Servicer is pursuing an alternative
      to foreclosure. (Note: Servicers must comply with all Guide requirements with
      respect to considering a Borrower who is current in his or her Mortgage payment
      for an alternative to foreclosure, including, as applicable, any requirement
      that the Borrower be in imminent default or found to have suffered an involuntary
      inability to pay.) A Servicer must continue to report the applicable information
      through the EDR tool for each Mortgage until: ❑ The Mortgage is current and
      no longer on a forbearance plan ❑ The Mortgage is fully reinstated or paid off
      ❑ A workout is completed and settled in Freddie Mac’s system ❑ A foreclosure
      sale is held ❑ The Borrower is no longer in bankruptcy and the Mortgage is current
      ❑ For current Mortgages under consideration for an alternative to foreclosure,
      there are no applicable default action codes to report for the month If a Servicer
      services Mortgages under more than one Seller/Servicer number, the Servicer
      must report via the EDR tool for each number. For each Mortgage reported, a
      Servicer must provide the Seller/Servicer number and the Freddie Mac loan number.
      The Servicer may include the DDLPI (optional). When reporting on a current Mortgage
      that was placed on a forbearance plan, the following data elements must be reported,
      as applicable: ■ Default reason ■ Default action(s) Freddie Mac Single-Family
      Seller/Servicer Guide Chapter 9102 As of 04/27/26 Page 9102-42 ■ Default action
      date(s) – Servicers must report the due date of the first payment due under
      the forbearance plan When reporting on a Mortgage that is between 30 and 60
      days delinquent, the following data elements must be reported, as applicable:
      ■ Default action(s) ■ Default action date(s) A Servicer must also report the
      following data elements in the earliest EDR transmission after receiving the
      information but no later than when reporting on a Mortgage that is 90 days delinquent:
      ■ Default reason ■ Property condition ■ Occupancy status Refer to Exhibit 82,
      EDR Transmission Code List, for descriptions of the default action, default
      reason, property condition, occupancy status and associated codes. For detailed
      programming instructions, please refer to the Electronic Default Reporting (EDR)
      Quick Reference Guide, available at https://sf.freddiemac.com/docs/pdf/other/edr_quickref.pdf.
      (b) Reports from Freddie Mac In response to a Servicer’s monthly EDR transmission,
      Freddie Mac will make available, accessible via the “Default Reporting” tile
      of the Servicer’s Servicer Performance Profile (SPP) (see Exhibit 88), the following
      reports. The Servicer must retrieve these reports, review them and transmit
      any necessary information, as indicated below: ■ EDR Edit Errors report — One
      Business Day after transmitting EDR information, the Servicer must retrieve
      this report, which is available in the SPP, that will contain any exceptions
      and errors on the Mortgages that were reported. The Servicer must correct all
      exceptions/errors documented on the report and transmit the corrected data to
      Freddie Mac by the sixth Business Day after accessing the report. For additional
      information, Servicers may refer to the EDR Quick Reference Guide available
      at https://sf.freddiemac.com/docs/pdf/other/edr_quickref.pdf ■ EDR Loans Not
      Reported report — A Servicer must retrieve this report, which is available in
      the SPP, the morning of the fourth Business Day of the month. The report identifies
      any Mortgage that was reported as being 90 or more days delinquent during the
      prior month but was omitted from the current month’s EDR transmission and was
      not reported as fully reinstated or paid off, that a foreclosure sale was held
      or a workout option was completed. If the Mortgage is still delinquent, the
      Servicer must report the Freddie Mac Single-Family Seller/Servicer Guide Chapter
      9102 As of 04/27/26 Page 9102-43 delinquent Mortgage by the sixth Business Day
      of the month. If the Servicer has not already reported a full reinstatement,
      payoff, foreclosure sale or executed deed-in-lieu of foreclosure of the Mortgage,
      it must report the action to Freddie Mac. Additional reporting requirements
      Topic Guide location Reporting and drafting requirements Chapter 8303 Reporting
      and processing the reinstatement Section 9203.1(f) Closing, reporting and remittance
      requirements for deeds-in- lieu of foreclosure Section 9209.6 Reporting foreclosure
      sale results Section 9301.9(a) (c) Compensatory fees for failure to report via
      EDR A Servicer that fails to comply with the EDR requirements in Section 9102.6
      will be subject to being assessed the noncompliance fees set forth in Sections
      8303.5(c) and 8303.5(d). Freddie Mac will bill the Servicer for such fees on
      the Servicer Non-Performing Loans Invoice. Refer to Section 9102.1 for information
      on the payment of Servicing Non- Performing Loans Invoices via an Automated
      Clearing House draft. In addition, if the Servicer does not report a Mortgage
      to Freddie Mac as required via EDR and the Servicer requests reimbursement of
      expenses on that Mortgage, Freddie Mac reserves the right to deny reimbursement
      of those expenses on account of the Servicer’s failure to report. 9102.6: Monthly
      EDR (Future effective date 10/01/26) This section contains requirements related
      to: ■ Reporting to Freddie Mac Freddie Mac Single-Family Seller/Servicer Guide
      Chapter 9102 As of 04/27/26 Page 9102-44 ■ Reports from Freddie Mac ■ Compensatory
      fees for failure to report via EDR (a) Reporting to Freddie Mac A Servicer must
      report, within the first three Business Days of a month, applicable information
      through the Freddie Mac EDR tool (see Exhibit 88, Servicing Tools) for: ■ All
      status and event codes, if applicable, for Mortgages that are 30 or 60 days
      delinquent and Mortgages for which the Borrower was in bankruptcy during the
      previous month, regardless of whether the Borrower is current or delinquent
      in his or her Mortgage payments ■ All Mortgages that were 90 or more days delinquent,
      including referral to foreclosure, or Mortgages for which the Borrower was in
      bankruptcy during the previous month ■ Mortgages for which the Borrower is current
      in his or her Mortgage payments and for which the Servicer is pursuing an alternative
      to foreclosure. (Note: Servicers must comply with all Guide requirements with
      respect to considering a Borrower who is current in his or her Mortgage payment
      for an alternative to foreclosure, including, as applicable, any requirement
      that the Borrower be in imminent default or found to have suffered an involuntary
      inability to pay.) A Servicer must continue to report the applicable information
      through the EDR tool for each Mortgage until: ❑ The Mortgage is fully reinstated
      or paid off ❑ A workout is completed and settled in Freddie Mac’s system ❑ A
      foreclosure sale is held ❑ The Borrower is no longer in bankruptcy and the Mortgage
      is current ❑ For current Mortgages under consideration for an alternative to
      foreclosure, there are no applicable default action codes to report for the
      month If a Servicer services Mortgages under more than one Seller/Servicer number,
      the Servicer must report via the EDR tool for each number. For each Mortgage
      reported, a Servicer must provide the Seller/Servicer number and the Freddie
      Mac loan number. The Servicer may include the DDLPI (optional). When reporting
      on a Mortgage that is between 30 and 60 days delinquent, the following data
      elements must be reported, as applicable: Freddie Mac Single-Family Seller/Servicer
      Guide Chapter 9102 As of 04/27/26 Page 9102-45 ■ Default action(s) ■ Default
      action date(s) A Servicer must also report the following data elements in the
      earliest EDR transmission after receiving the information but no later than
      when reporting on a Mortgage that is 90 days delinquent: ■ Default reason ■
      Property condition ■ Occupancy status Refer to Exhibit 82, EDR Transmission
      Code List, for descriptions of the default action, default reason, property
      condition, occupancy status and associated codes. For detailed programming instructions,
      please refer to the Electronic Default Reporting (EDR) Quick Reference Guide,
      available at https://sf.freddiemac.com/docs/pdf/other/edr_quickref.pdf. (b)
      Reports from Freddie Mac In response to a Servicer’s monthly EDR transmission,
      Freddie Mac will make available, accessible via the “Default Reporting” tile
      of the Servicer’s Servicer Performance Profile (SPP) (see Exhibit 88), the following
      reports. The Servicer must retrieve these reports, review them and transmit
      any necessary information, as indicated below: ■ EDR Edit Errors report — One
      Business Day after transmitting EDR information, the Servicer must retrieve
      this report, which is available in the SPP, that will contain any exceptions
      and errors on the Mortgages that were reported. The Servicer must correct all
      exceptions/errors documented on the report and transmit the corrected data to
      Freddie Mac by the sixth Business Day after accessing the report. For additional
      information, Servicers may refer to the EDR Quick Reference Guide available
      at https://sf.freddiemac.com/docs/pdf/other/edr_quickref.pdf ■ EDR Loans Not
      Reported report — A Servicer must retrieve this report, which is available in
      the SPP, the morning of the fourth Business Day of the month. The report identifies
      any Mortgage that was reported as being 90 or more days delinquent during the
      prior month but was omitted from the current month’s EDR transmission and was
      not reported as fully reinstated or paid off, that a foreclosure sale was held
      or a workout option was completed. If the Mortgage is still delinquent, the
      Servicer must report the delinquent Mortgage by the sixth Business Day of the
      month. If the Servicer has not already reported a full reinstatement, payoff,
      foreclosure sale or executed deed-in-lieu of foreclosure of the Mortgage, it
      must report the action to Freddie Mac. Freddie Mac Single-Family Seller/Servicer
      Guide Chapter 9102 As of 04/27/26 Page 9102-46 Additional reporting requirements
      Topic Guide location Reporting and drafting requirements Chapter 8303 Reporting
      and processing the reinstatement Section 9203.1(f) Closing, reporting and remittance
      requirements for deeds-in- lieu of foreclosure Section 9209.6 Reporting foreclosure
      sale results Section 9301.9(a) (c) Compensatory fees for failure to report via
      EDR A Servicer that fails to comply with the EDR requirements in Section 9102.6
      will be subject to being assessed the noncompliance fees set forth in Sections
      8303.5(c) and 8303.5(d). Freddie Mac will bill the Servicer for such fees on
      the Servicer Non-Performing Loans Invoice. Refer to Section 9102.1 for information
      on the payment of Servicing Non- Performing Loans Invoices via an Automated
      Clearing House draft. In addition, if the Servicer does not report a Mortgage
      to Freddie Mac as required via EDR and the Servicer requests reimbursement of
      expenses on that Mortgage, Freddie Mac reserves the right to deny reimbursement
      of those expenses on account of the Servicer’s failure to report. Freddie Mac
      Single-Family Seller/Servicer Guide Chapter 9201 As of 02/11/26 Page 9201-1
      Chapter 9201: Freddie Mac Loss Mitigation Evaluation Hierarchy and Performance
      Standards 9201.1: Rationale for Servicer loss mitigation activities (09/10/25)
      Freddie Mac’s interest in a Mortgage, the Borrower and the home securing the
      Mortgage begins when Freddie Mac purchases the Mortgage. The Borrower’s ownership
      of the home is jeopardized when he or she stops making monthly payments. Freddie
      Mac is committed to helping Borrowers find a solution to the Delinquency if
      they are experiencing financial difficulty in making the Mortgage payment. The
      Borrower must make a commitment to reduce any discretionary, unnecessary expenditures
      as a condition of Freddie Mac granting a relief or workout option. Additionally,
      the Borrower is expected to work out similar relief or workout options with
      other creditors whenever possible. Freddie Mac recognizes that not every Borrower
      who is experiencing financial difficulty can retain home ownership. When this
      is the case, the Servicer can help a Borrower understand the benefits of selling
      the property to avoid the consequences of foreclosure, where applicable, and
      the risk of a deficiency judgment. Freddie Mac wants the Servicer to pursue
      alternatives to foreclosure whenever possible because they benefit not only
      the Borrower but also the Servicer, Freddie Mac and other interested parties
      in the Mortgage by: ■ Eliminating the staff time and expense the Servicer incurs
      to service a delinquent Mortgage or a Mortgage in foreclosure ■ Reinstating
      the Servicing fee income the Servicer earns if a Mortgage Delinquency is cured
      or reinstating part or all of the Servicing fee income if a Mortgage is modified
      ■ Improving the Servicer’s relationship with the Borrower ■ Minimizing Freddie
      Mac’s credit losses ■ Reducing an MI or guarantor’s claim payment, when applicable
      Even after the Servicer has initiated foreclosure, it should still pursue alternatives
      to foreclosure to mitigate potential credit losses, whenever possible. Freddie
      Mac Single-Family Seller/Servicer Guide Chapter 9201 As of 02/11/26 Page 9201-2
      9201.2: Freddie Mac loss mitigation evaluation hierarchy (02/11/26) This section
      contains requirements related to: ■ Loss mitigation evaluation hierarchy ■ Streamlined
      eligibility for certain Borrowers ■ Charge-offs ■ Borrowers impacted by an Eligible
      Disaster ■ Ineligible Borrowers (a) Loss mitigation evaluation hierarchy If
      a Borrower contacts the Servicer for loss mitigation assistance, the Servicer
      must first determine if the Borrower can bring the loan current through reinstatement.
      If reinstatement is not feasible, the following information outlines the order
      in which a Borrower must be evaluated: 1. The Servicer must first determine
      if the Borrower has a temporary or permanent hardship ■ Temporary hardship:
      exists if the Borrower is experiencing or has experienced a temporary hardship
      from a short-term decrease in income or increase in expenses ■ Permanent hardship:
      exists if the Borrower is experiencing a hardship that results in a permanent
      or long-term decrease in income or increase in expenses 2. The Servicer must
      then determine based on the Borrower’s individual circumstance which relief
      or workout option they should be evaluated for in accordance with the table
      below. Temporary hardship If the hardship has… Servicer must evaluate the Borrower
      for a… Not been resolved Forbearance (see Section 9203.3) Been resolved and
      the Borrower does not have the ability to bring the loan current through reinstatement
      Repayment plan (see Section 9203.2) Freddie Mac Single-Family Seller/Servicer
      Guide Chapter 9201 As of 02/11/26 Page 9201-3 Been resolved and the Borrower
      cannot afford a repayment plan Payment Deferral (see Section 9203.4) Permanent
      hardship If it was determined that the Borrower has a permanent hardship, the
      Servicer must evaluate the Borrower for a workout option in the following order:
      1. Freddie Mac Flex Modification® in accordance with the requirements of Chapter
      9206 2. If a Borrower is ineligible for, does not accept or fails to complete
      the Trial Period Plan, a Freddie Mac Standard Short-Sale pursuant to Chapter
      9208 3. If a Borrower is ineligible for a short sale or a short sale is not
      a viable option, a Freddie Mac Standard Deed-in-lieu of Foreclosure in accordance
      with the requirements of Chapter 9209 If a Borrower requests to be evaluated
      for a liquidation workout option, the Servicer must first evaluate the Borrower
      for a liquidation option. (b) Streamline eligibility for certain Borrowers Certain
      eligibility exceptions apply to the following Borrowers: If: Then: ■ Borrower
      is 90 days delinquent or greater, or ■ Has a Step-Rate Mortgage and: • Becomes
      60 days delinquent within the 12 months following the first payment due date
      resulting from an interest rate adjustment • Has not submitted a complete Borrower
      Response Package The Servicer must evaluate the Borrower for eligibility for
      a proactive offer for a Freddie Mac Flex Modification in accordance with the
      requirements of Section 9206.1(c)(iii). A Borrower who was on a forbearance
      plan completes the forbearance without a solution to the Delinquency The Servicer
      must evaluate the Borrower for a proactive Payment Deferral and/or Freddie Mac
      Flex Modification in accordance with the requirements of Section 9203.3 (c)(ii).
      A Borrower attempts but is unable to resolve their Delinquency with a repayment
      plan The Servicer must evaluate the Borrower for a proactive Payment Deferral
      and/or Freddie Mac Flex Modification in accordance with the requirements of
      Section 9203.2 (b)(iii). Freddie Mac Single-Family Seller/Servicer Guide Chapter
      9201 As of 02/11/26 Page 9201-4 The Borrower has accepted a Payment Deferral
      and: • Subsequently becomes 60 days delinquent within 6 months of the Payment
      Deferral effective date, and • The Servicer is unable to establish quality right
      party contact The Servicer must evaluate the Borrower for a Freddie Mac Flex
      Modification in accordance with the requirements of Section 9203.4(h)(vii).
      (c) Charge-offs Freddie Mac has a charge-off option available to cease collection
      and loss mitigation activities on a Mortgage under certain conditions. (See
      Sections 9210.1 through 9210.5 for requirements related to the charge-off option.)
      (d) Borrowers impacted by an Eligible Disaster If the Servicer determines that
      the Borrower is unable to resolve a Delinquency resulting from an Eligible Disaster
      through a reinstatement, the information in the table below outlines the order
      in which a Borrower must be evaluated: For Borrowers who were current or less
      than 60 days delinquent as of the date the Eligible Disaster occurred If the
      hardship has… Servicer must evaluate the Borrower for a… Been resolved and the
      Borrower does not have the ability to bring the loan current through reinstatement
      Repayment plan (see Section 9203.1) Been resolved and the Borrower cannot afford
      a repayment plan Disaster Payment Deferral (see Section 9203.4(i)) Has been
      resolved but the Borrower is not capable of maintaining the full contractual
      payment Disaster Flex Modification (see Section 9206.1(c)(v)) If a Borrower
      is ineligible for, does not accept, or fails to complete the Trial Period Plan,
      the Servicer must next consider the Borrower for a Freddie Mac Standard Short-Sale
      pursuant to Chapter 9208. If a Borrower is ineligible for a short sale or a
      short sale is not a viable option, the Servicer must evaluate the Borrower for
      a Freddie Mac Standard Deed-in-lieu of Foreclosure in accordance with the requirements
      of Chapter 9209. Freddie Mac Single-Family Seller/Servicer Guide Chapter 9201
      As of 02/11/26 Page 9201-5 For Borrowers who were 60 days delinquent or greater
      as of the date the Eligible Disaster occurred If the Borrower was not current
      or less than 60 days delinquent (i.e., less than two months delinquent) as of
      the date of the Eligible Disaster, the Servicer must conduct all loss mitigation
      evaluations in accordance with the standard loss mitigation evaluation hierarchy
      as described in Section 9201.2(a) or submit an exception request. If a Borrower
      who was on a disaster-related forbearance completes the forbearance plan without
      a solution to the delinquency, the Servicer must conduct reviews for proactive
      Disaster Payment Deferral and proactive Freddie Mac Flex Modification offers
      in accordance with Sections 9203.4 (i)(vii), (i)(viii), (i)(ix), and (i)(x).
      For the full requirements related to Servicing Mortgages impacted by a disaster,
      see Section 8404.1. (e) Ineligible Borrowers If the Borrower is not eligible
      for a relief or workout option but the Servicer believes that a relief or workout
      option is still the best solution to the Delinquency, then the Servicer may
      submit a recommendation to Freddie Mac for review along with the reason for
      the recommendation, in accordance with the requirements in the relevant chapters
      for relief or workout options. 9201.3: Servicer’s responsibilities for loss
      mitigation activities (09/10/25) The Servicer’s loss mitigation activities must
      include: ■ Pursuing reinstatement as the first option to resolve a Delinquency
      ■ Analyzing the Borrower’s financial situation and determining his or her intention
      toward the Mortgage obligation ■ Determining the value and condition of the
      property to calculate the Borrower’s equity position and Freddie Mac’s potential
      loss if Freddie Mac were to acquire the property as an REO ■ Pursuing alternatives
      to foreclosure in accordance with the hierarchy set forth in Section 9201.2
      when the Servicer determines the Borrower cannot reinstate ■ Continuing to pursue
      alternatives to foreclosure even after the Servicer has initiated foreclosure
      in accordance with Section 9102.4(b) Freddie Mac Single-Family Seller/Servicer
      Guide Chapter 9201 As of 02/11/26 Page 9201-6 ■ Managing the foreclosure process
      to ensure that expenses and accruing interest are minimized and obtaining clear
      and marketable title as soon as legally possible In conducting loss mitigation
      activities, the Servicer must also comply with all FHA, RHS, VA or MI requirements,
      if applicable, and with the requirements in the table below: Additional requirements
      in conducting loss mitigation activities Topic Guide location Delinquencies
      Chapter 9102 Reinstatements and relief options Chapter 9203 Hardest Hit Fund
      Chapter 9211 Foreclosure Chapter 9301 Bankruptcy Chapter 9401 9201.4: Servicer’s
      loss mitigation operations (09/10/25) Loss mitigation activities must be an
      integral part of the Servicer’s Servicing operations. Freddie Mac expects the
      Servicer’s collection and loss mitigation staff to coordinate their efforts.
      The Servicer must ensure that it has: 1. A documented process for loss mitigation
      activities and approving foreclosures 2. Skilled staff devoted to loss mitigation
      activities 3. Trained collections and loss mitigation staff who: ■ Have the
      ability to gain a Borrower’s confidence and help the Borrower explore alternatives
      to foreclosure ■ Provide counseling to a Borrower early in the Delinquency to
      explain potential options and the consequences of foreclosure ■ Maintain a record
      of conversations with a Borrower in the Mortgage file or other form of data
      storage Freddie Mac Single-Family Seller/Servicer Guide Chapter 9201 As of 02/11/26
      Page 9201-7 ■ Screen Borrower requests for assistance to identify eligible workout
      candidates 9201.5: Servicer default management performance standards (09/10/25)
      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. Freddie Mac Single-Family Seller/Servicer Guide Chapter
      9201 As of 02/11/26 Page 9201-8 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.
      Freddie Mac Single-Family Seller/Servicer Guide Chapter 9201 As of 02/11/26
      Page 9201-9 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 60- day 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'
  judgment: false
