November 2011
Everything feels “stuck.” The unemployment rate hovers above 9 percent. The stock market languishes. Consumer confidence remains low. Businesses remain cautious about investing. And government at every level seems to be in gridlock.
Similarly, the inertia in the housing market continues. The National Association of Realtors reported that nearly 4 million homes were for sale nationally at the end of July, more than a nine-month supply at the current rate of sales. According to RealtyTrac, an additional 800,000 bank-owned REO properties are on the market, and another 800,000 properties are in some stage of foreclosure.When you add estimates that the loans on 3.5 million more homes are seriously delinquent and up to one-third of all homeowners owe more on their homes than they are valued at, we shouldn’t expect a housing recovery any time soon.Certainly, efforts are underway to help stabilize the market, and that is positive news. Federal housing agencies recently solicited ideas from the private sector to dispose of nearly a quarter-million properties in U.S. government possession as a result of foreclosures on government-backed mortgages. Servicers remain vigilant in efforts to help keep distressed homeowners in their homes. When that is not possible, they are working with municipalities and land banks to restore surplus properties to homeownership or repurpose them for community use. Effective solutions to revive the market will take time. Meanwhile, upholding the condition, value, and ultimately the marketability of REO properties; protecting surrounding properties; and minimizing REO portfolio losses will continue to pose a significant challenge for servicers and investors. Field service companies are critical partners in helping the mortgage industry address this challenge. Here are 10 ways to do that:1. Break through silosProtecting the condition and value of REO properties actually begins in pre-sale. However, the organizational structure of many servicing shops separates the pre-sale and REO functions. As a result, the communications gap between the two can create delays in the foreclosure process. Field service companies can align their internal processes to break through these silos. By coordinating pre-sale and REO activities on behalf of their servicing clients, field service companies can help facilitate faster and higher value sales and reduce maintenance costs.2. Focus on qualityHigh property volumes are no excuse to skimp on quality. In fact, it is the reason why focusing on quality is more important than ever. Mistakes waste time and money, and they ruin property values. Field servicers have a responsibility to support their services with a comprehensive and continuous quality assurance program that touches every department, function, and service line across the field servicing spectrum. Investing in an independent, cross-functional quality program allows a field service company to collect, track, and evaluate data, and take actions to improve outcomes and address problems before they impact customers.3. Build strong vendor networksVendors are the lifeblood of the field service industry to inspect, maintain, and repair properties on behalf of servicers and investors. As the field service industry has grown more specialized, vendor certification has become essential to assure that vendors are properly trained and qualified for the services they perform. Providing vendors with access to the latest technologies to utilize in the field is critical to help them work more safely and efficiently. Providing contractors with secure, remote access to current property information allows them to verify a property’s status and access other information to help minimize field errors. 4. Connect servicers and municipalitiesHelping servicers to minimize code violations is crucial to protect their reputations, protect properties, and avoid costly fines. By offering a centralized portal that allows servicers and municipalities to connect directly with one another to post, manage, and monitor all code issues, field servicers provide an invaluable service. Additionally, field service companies play a key role in building relationships with code enforcement departments on behalf of mortgage servicers by providing education, assistance, and resources to help code officials do their jobs more effectively. 5. Optimize rehab investmentsServicers must strike a delicate balance to improve and repair REO properties to maximize both marketability and return on investment. Field service companies can take the headache out of this process by delivering a comprehensive, streamlined approach to help servicers evaluate the REO properties in their portfolios and make informed decisions utilizing information collected in the system, and without the need to make extra trips to the property. Other important components include flat-rate pricing that locks in costs and eliminates the need for a competitive bidding process, and quality guarantees to assure that work is performed correctly and to the highest standards. 6. Manage and reduce utility costsManaging payments, transfers, and other aspects of utilities at REO properties is one of the biggest challenges for portfolio managers. A comprehensive utility management solution saves time and money and reduces the administrative burden for servicers and investors. A centralized system offers a one-stop source to manage the transfer of all utilities, negotiate lower rates and weed out hidden costs, perform utility invoice audits, process payments, and provide advanced utility reporting to project and manage future utility expenditures. Additionally, negotiated utility discounts may be passed along to new home buyers, enhancing the marketability of REO properties. 7. Manage tenant occupancyTitle VII of the federal government’s Helping Families Save Their Homes Act allows tenants in foreclosed homes secured by government-backed mortgages to maintain possession for the duration of any legal, written lease agreement. In cases where no lease exists or the tenant’s occupancy is month-to-month, the tenant is entitled to 90 days’ notice of eviction. During this tenancy period, the servicer or investor must act as the property landlord to maintain the property to code, perform services required under the lease, and address property emergencies. Field service companies play an important role in maintaining tenant-occupied properties for their clients and responding to the urgent needs of tenants. By offering a 24-hour phone number and utilizing their extensive vendor networks to perform routine maintenance services and respond to emergencies, field service companies reduce the risks and management burdens of servicers and investors who suddenly find themselves serving as landlords. 8. Address HOA challengesIncreasing numbers of REO properties are within condominium or homeowners associations (HOAs). The challenges facing these properties are significant. Associations are unsure of where to send demands for payments of fees or threats of liens. Neighboring homeowners are burdened with the maintenance costs until the property moves through foreclosure and either the lender or a new owner assumes responsibility. Remaining homeowners often are forced to pay higher dues to compensate for uncollected dues. If the HOA fails to maintain a vacant property, it can negatively affect the value of surrounding properties and turn off prospective buyers. Field service companies can effectively address these challenges on behalf of servicers and investors. They can initiate contact with HOAs to assure that dues are paid, the property does not incur liens, and that maintenance issues are addressed. Field servicers also can monitor dues and fees to assure that servicers and investors do not incur “junk” fees and other inappropriate charges.9. Identify alternative disposition strategiesIn today’s overstocked housing market, the reality is that not all REO properties will sell through traditional channels. Especially with low-value, high-risk properties, servicers need alternative strategies to remove these properties from their balance sheets in a responsible way. Field service companies can be partners in helping to identify these opportunities in communities across the country and reduce the financial burden and reputational risk for servicers. Whether the opportunities are large-scale bulk transactions or transfers to land banks, land trusts, or neighborhood development agencies, responsible disposition strategies can relieve servicers of carrying costs, liabilities, and liens, and provide a reasonable alternative to charge-offs. From a community perspective, such strategies can reduce blight and protect the integrity and value of surrounding properties and neighborhoods. 10. Utilize more effective productsTwo of the most challenging and dangerous issues with vacant properties are break-ins and unsecured pools. Several new products have been introduced to keep properties more secure, in most cases costing little more than their traditional counterparts, and paying for themselves in effectiveness. Three examples that field service companies should consider include: 1) A new heat-treated lock that inserts into a door’s deadbolt hole and fastens to the door jam with heavy-duty screws. This lock replaces a hasp-and-padlock system and costs only slightly more, yet it vastly improves security because it can’t be easily kicked or broken to give intruders quick access to a vacant property; 2) A new polycarbonate window covering that replaces plywood boards and looks like a normal window. It is secured in a similar fashion as bolt-boarded plywood covering and vastly improves the appearance of vacant properties, making them less likely targets for vandalism and more aesthetically appealing to surrounding neighbors;3) A new mesh pool cover that keeps pools safer, costs about the same and installs more quickly than traditional boards and covers. With a break-strength of 4,000 pounds, the mesh material keeps debris from falling into the pool, prevents water from collecting on the surface of the covering, and minimizes mosquito infestations.No one knows for sure when our nation’s stalled economy will pick up, or when prospective buyers will regain their confidence in homeownership. We only know that a recovery will come eventually, as it always does. Until the housing market recovers, field service companies are vital partners with servicers and investors to uphold the condition, value, and marketability of REO properties and reduce the risk of portfolio losses. Ultimately, our collective goal is to protect the nation’s housing stock – on behalf of our clients, in the interests of communities across the country, and for the benefit of prospective buyers and their families who aspire to homeownership. Alan Jaffa is CEO of Safeguard Properties, the largest privately held mortgage field service company in the United States. Kathy Cogan serves as the company’s assistant VP of account management in the REO service line.