The mortgage servicing landscape continues to evolve, shaped by changing market conditions and increasing complexity. However, our commitment to Servicing Excellence remains the same—strengthening the servicing ecosystem through improved performance insights and a focus on delivering better outcomes for both Servicers and homeowners. In my day-to-day interactions with Servicers, it’s clear the ability to anticipate risk, respond quickly and support homeowners effectively has never been more important.

That’s why we’re advancing a more connected and intelligent servicing approach—one that brings together modernization efforts across technology, measurement and homeowner support.

A Comprehensive Strategy for Modernizing Servicing 

We’re sharing a multi-year view with our Servicing Technology Roadmap, designed to help Servicers plan ahead, make informed investment decisions and understand the broader direction of our technology strategy—not just near-term releases. The roadmap reflects what we’re hearing both externally and internally, incorporating Servicer feedback and customer experience insights to ensure we’re prioritizing the capabilities that will drive the most value for our customers. 

Over time, our focus is to reduce operational friction by delivering more integrated solutions that streamline workflows, eliminate duplicative reporting and enable both Freddie Mac and Servicers to spend less time on manual processes and more time on proactive risk management and better homeowner outcomes.

Evolving Performance Insights to Drive Stronger Outcomes 

At the same time, we’re continuing to evolve how servicing performance is measured and understood. Enhancements to performance insights are focused on improving transparency, strengthening alignment with risk management priorities and driving more meaningful evaluation of servicing outcomes. Recent updates to the Servicer Success Scorecard introduce refinements designed to better align with market trends, place greater emphasis on early-stage delinquency and homeowner engagement and support Servicers in reducing operational and credit risk while continuing to measure performance throughout the delinquency lifecycle. 

Freddie Mac is also supporting Servicers through the introduction of targeted best practices; with specific guidance designed to strengthen early intervention, boost Servicers’ scorecard ranking and improve homeowner outcomes. 

These advancements are designed not only to reflect performance, but to help shape it, providing Servicers with clearer signals and actionable insights to drive stronger results.

As part of this broader evolution, the Servicer Honors and Rewards Program (SHARP)SM continues to play a role in recognizing high-quality servicing and reinforcing best practices across the industry. Together with ongoing enhancements to performance measurement, these efforts support a more comprehensive approach to Servicing Excellence.

Strengthening Support for Homeowners in Times of Need 

Beyond performance, supporting homeowners—particularly during times of hardship—remains a central priority. Freddie Mac continues to enhance its disaster response capabilities, including resources such as the new Freddie Mac Disaster Hotline, to help ensure that impacted homeowners have access to timely assistance and tailored support. These efforts are designed to enable Servicers to respond quickly and effectively, helping homeowners navigate challenging situations and maintain housing stability.

Advancing a More Connected Servicing Ecosystem

Taken together, these initiatives reflect a broader shift toward a more integrated servicing ecosystem, one where insights and tools work in tandem to enable better decision-making and improved outcomes. By strengthening visibility into performance, enhancing responsiveness to risk and supporting proactive homeowner engagement, Freddie Mac is helping to advance a servicing model that is both more intelligent and more resilient to keep pace with the ever-evolving landscape. 

Above all, collaboration with our Servicers remains essential.

Through ongoing innovation and a shared commitment to excellence, we’ll continue to refine and enhance our approach to Servicing—supporting a stronger, more stable housing finance system for the future.