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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. 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 the COVID-19 crisis. We will continue to monitor the situation and provide updates as needed.

    Click below to learn more about federal assistance:


  4. Will I have to pay late charges if I have been impacted by COVID-19?

    No. Your account will not accrue late charges during COVID-19.