Federal Housing Administration, Department of Housing and Urban Development

Single Family Loans and Resource Center

Supported over 1.3 million low-income families in securing housing

The Federal Housing Administration (FHA) provides mortgage insurance on loans made by FHA-approved lenders throughout the United States and its territories. FHA insures mortgages on single-family homes, multifamily properties, residential care facilities, and hospitals. It is one of the largest insurers of mortgages in the world, insuring more than 46 million mortgages since its inception in 1934. FHA mortgage insurance provides lenders with protection against losses if a property owner defaults on their mortgage. The lenders bear less risk because FHA will pay a claim to the lender for the unpaid principal balance of a defaulted mortgage. HUD's Single Family programs include mortgage insurance on loans to purchase new or existing homes, condominiums, manufactured housing, houses needing rehabilitation, and for reverse equity mortgages to elderly homeowners.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Operational Data

There is no available data to share at this time.

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.