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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. If I am unable to pay my mortgage loan during the COVID-19 crisis, will Virginia Housing report negatively to the credit bureaus?

    No, Virginia Housing will not negatively report to the credit bureau agencies while a borrower is active within a COVID forbearance plan.

    Click below to learn more about federal assistance:


  4. Will my account accrue late charges while I am active in a COVID Forbearance Plan?