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Frequently Asked Questions regarding COVID-19

  1. Does Virginia Housing have staff available to assist customers?

    We have limited staff available to receive customer phone calls.

    We are following the Centers for Disease Control and Prevention (CDC) guidelines to keep our employees healthy and provide enhanced cleaning procedures in our office. This includes utilizing social distancing. You will experience a longer than usual wait time, due to the decreased number of call center staff.

    You may log into Customer Carenet for a faster response to many of your questions.


  2. Can I make my payments electronically?

    Yes, we encourage you to make your payments electronically to avoid any delays with mail.

    The easiest way to pay electronically is online:

    We also accept electronic payments via phone at 1-800-235-6938, press option 2.


  3. Are there fees for electronic payments?

    Not right now. We are temporarily waiving convenience fees for electronic payments.


  4. Will my credit score be impacted if I am unable to pay during the COVID-19 outbreak?

    No. Virginia Housing is temporarily suspending any negative credit bureau during COVID-19 for the next 60 days. We will continue to monitor the situation and provide updates as needed.


  5. If I become unemployed, what type of assistance can I receive?

    We have assistance available. If you are unemployed and experienced a financial hardship due to COVID-19, please visit our website and fill out a borrower financial package. Filling this out will move things along more quickly than if you try to call us.


  6. How long will it take for my borrower financial package to be reviewed?

    If we receive all of the requested documents, we will be able to render a decision and respond to you within 30 days.