Document package a borrower submits so a mortgage servicer can review possible loss-mitigation options.
A borrower assistance package is the set of forms, financial information, and supporting documents a mortgage borrower submits so the servicer can evaluate available loss-mitigation options.
The package is sometimes called a borrower response package, mortgage-assistance application, or hardship package. The exact name and required documents vary by servicer, loan owner, program, and borrower circumstances.
A call asking about help can start the conversation, but a full review often depends on documented information. The servicer may need to understand what caused the hardship, whether it is temporary or continuing, what the household earns and spends, and whether the borrower wants to keep or leave the property.
Missing signatures, omitted pages, inconsistent figures, unreadable files, or expired income documents can keep the submission incomplete. That distinction can affect the scope and timing of the review and, in some situations, foreclosure-process protections.
Submitting a package does not guarantee a particular option. The servicer evaluates the borrower under the requirements of the mortgage owner, insurer, or guarantor and then communicates any offer or denial.
Borrowers encounter the package after closing when a payment problem has started or is reasonably expected. It may be requested during early-intervention contact, after Forbearance, or while the account is already delinquent.
The borrower usually receives a checklist or application form, gathers current records, submits them through the servicer’s stated channel, and watches for an acknowledgment or missing-items notice. Updated documents may be needed if the review continues long enough for earlier records to become stale.
Borrowers should keep copies of the full submission, proof of delivery, and every later update. A phone representative’s statement that documents were received is useful, but a written status notice provides a clearer record of whether the application is considered complete.
| Information category | Common examples | What it helps establish |
|---|---|---|
| Borrower and loan details | Names, property address, loan number, contact information | Which borrowers and mortgage are under review |
| Hardship information | Signed form or Hardship Letter | What changed and whether the problem is temporary or ongoing |
| Income | Pay statements, benefit letters, profit-and-loss information, bank deposits | Current and expected ability to pay |
| Expenses and debts | Housing expenses, utilities, support obligations, other debts | Household cash-flow demands |
| Assets | Bank statements and other requested account records | Available funds, reserves, and transaction history |
| Property intentions | Keep, sell, surrender, or undecided | Whether retention or disposition options should be evaluated |
This is a practical list, not a universal checklist. Borrowers should follow the current request from their servicer and avoid sending sensitive documents through an unverified address or contact channel.
| Term | Borrower-facing distinction |
|---|---|
| Borrower assistance package | The forms and evidence assembled by the borrower |
| Hardship Letter | Borrower explanation of the hardship |
| Loss Mitigation Application | The submission being reviewed for available options |
| Complete Loss Mitigation Application | Servicer has all borrower-controlled information it requires for the review |
| Incomplete Loss Mitigation Application | Servicer still requires identified information or corrections |
After reduced work hours, Devin falls two payments behind. The servicer asks for a signed assistance form, recent pay records, two months of bank statements, an expense worksheet, and a hardship explanation.
Devin sends the form and statements but leaves one signature blank and omits the latest pay record. The servicer has received a borrower assistance package, but the loss mitigation application remains incomplete. Devin returns the signed page and missing record before the stated deadline and keeps delivery confirmation.
The completed submission allows the servicer to evaluate options; it does not mean Devin has already been approved for a repayment plan, deferral, or modification.
Borrower assistance package is the assembled paperwork. Loss Mitigation Application is the broader borrower submission and status recognized in the servicing review. The same documents may be described by both terms in everyday use, but the application can begin before every package item has arrived.
Hardship Letter is one narrative component. It does not replace requested income, asset, expense, or signed application records.
Forbearance Agreement documents temporary payment relief. It may be offered under a streamlined process, but a borrower seeking additional or longer-term help may still need to complete an assistance package.