Click on the High Impact Service Provider below to learn more about the actions they’re taking to improve customer experience and performance of designated services.


About this Service Provider (HISP)

In 2020, the Department of Housing and Urban Development (HUD) provided rental assistance to approximately 4.6 million low-income households, including elderly residents, individuals with disabilities, and veterans.

Designated Services

Contacting the Single Family Loan contact center

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. HUD solicits feedback from people who contact their Single Family Loan and Resource Center.

Quarterly reports

Q4 2021
Service details
Service provided: FHA Resource Center
Transaction point: send a follow up email after a phone call or email
Channel: email
People served: 1933
Surveys offered: 1933
Responses: 509

Q3 2021

Q2 2021
Service details
Service provided: FHA Resource Center
Transaction point: send a follow up email after a phone call
Channel: email
People served:
Surveys offered:
Responses: 458

Q1 2021

This HISP collected customer feedback, but the data is only partially within A-11 guidelines.

Filing a housing discrimination complaint

The key customer for the complaint process is any member of the public who wants to file a housing discrimination complaint. A customer engages in the complaint process when they need an advocate because they feel they have experienced housing discrimination as it pertains to the seven protected classes (race, color, national origin, religion, sex, disability, and familial status). The customer receives investigative and conciliation services from HUD to settle allegations of discrimination in housing.

Quarterly reports

Q4 2021

Q3 2021

Q2 2021

Q1 2021