From the moment a loan is purchased through servicing and asset management, Freddie Mac Multifamily is focused on making the experience predictable, flexible and easy to navigate. We have listened closely to borrower and lender feedback and are using it to reduce complexity, minimize friction and deliver greater certainty throughout the life of a loan.

Our goal is straightforward: to be a reliable and responsive partner for the life of each loan. Our Servicing Standard is designed to protect asset quality while also supporting borrowers through changing situations and market conditions. Clear standards, consistent decision‑making and open communication help ensure loans are managed thoughtfully from day one through payoff.

A More Predictable Servicing Approach

Recently, we began fully guaranteeing our securities, enabling a more predictable and consistent servicing experience. Going forward, Optigo® lenders will remain the primary servicers on Freddie Mac Multifamily loans, while Freddie Mac provides master servicing, including responding to consents, waivers and guides workouts.

This structure provides borrowers with greater consistency across loans, closer alignment between parties and fewer handoffs during decision-making. It is also the new foundation of our Servicing Standard and supports continued enhancements across the life of a loan.

Enhancing the Servicing Standard

Flexible and consistent servicing depends on close collaboration. Freddie Mac works closely with lenders, servicers and other industry participants to uphold our Servicing Standard and support a better borrower experience.

Stakeholder feedback directly informs how we operate. Over time, that input has led to practical enhancements — simpler processes, clearer expectations and targeted technology improvements — designed to make servicing more efficient, transparent and predictable.

Recent examples include:

  • Additional Delegations: We expanded servicer delegations to ensure that under certain conditions, routine, lower‑risk requests — such as specific categories of common repairs and easement consents — can be resolved more quickly without Freddie Mac review. For borrowers, this results in faster responses and more timely decisions.
  • Insurance Updates: We aligned our insurance requirements more closely with Fannie Mae to support a more consistent industry standard. Informed by borrower, lender, and third‑party feedback, these updates are intended to reduce coverage confusion, streamline reviews and minimize exceptions.
  • Customer Service Enhancements: We established servicer relationship management teams to strengthen ongoing communication and engagement. In addition, based on borrower feedback, we updated our Conventional and Targeted Affordable Housing Loan Agreements to improve clarity and flexibility around transfers of ownership.
  • Multifamily Seller/Servicer Guide: In response to industry input, we introduced a draft review process that provides earlier visibility into upcoming changes to our Guide, giving organizations more time to prepare and plan.

As we move into the second half of 2026, we are focused on building from this foundation — continuing to refine how our servicing model works in practice, identifying opportunities to improve efficiency and making it easier to work with Freddie Mac throughout the life of a loan. We remain committed to raising the bar and  taking servicing to the next level.

©2026 by Freddie Mac.