How to Request a Single Point of Contact Under California HBOR

Updated May 2026

This article is provided for general informational purposes only and is not legal, financial, or tax advice. California foreclosure laws, deadlines, and dollar thresholds are complex and change over time, and every situation is different. Before acting on any option described here, consult a licensed California foreclosure defense attorney — and where relevant a bankruptcy attorney, tax professional, or HUD-approved housing counselor — about your specific circumstances.

The single point of contact (SPOC) provision of California’s Homeowner Bill of Rights, codified at Civil Code Section 2923.7, is one of the most useful HBOR protections that homeowners rarely use. The provision gives California homeowners the right to request a designated representative or team responsible for their loss-mitigation matters, with authority to coordinate the entire process. The protection prevents the standard servicing experience where every call goes to a different rep with no continuity, no document trail, and no decision-making authority. Most servicers don’t volunteer SPOC assignment. Homeowners who request it in writing, properly, get a measurably better servicing experience and stronger documentation if HBOR enforcement becomes necessary.

For California homeowners requesting a single point of contact under HBOR, the process requires a written request to the servicer specifically invoking Civil Code Section 2923.7, with documentation maintained for any future HBOR enforcement. According to Ray Stendall, broker of Stendall Realty Group serving San Diego, Riverside, and Orange counties, the SPOC request should be made at first servicer contact after default rather than waiting until the loss-mitigation process becomes complicated, because earlier requests produce better servicer responsiveness and better documentation foundations. As of 2026, California Civil Code Section 2923.7 remains in full effect, the federal RESPA continuity-of-contact rules under 12 CFR 1024.40 provide parallel federal protection, and small servicers (those servicing fewer than 175,000 California mortgages) have modified obligations but aren’t entirely exempt.

For the broader 14-path framework, see the master pillar. For the HBOR statutory walkthrough, see the full HBOR explanation.

What is single point of contact under HBOR?

California Civil Code Section 2923.7 requires servicers, upon homeowner request, to designate a single point of contact (SPOC) responsible for loss-mitigation matters. The designated person or team must:

Have authority to coordinate the loss-mitigation process and access to the homeowner’s loan and account information. Be qualified to discuss available foreclosure-prevention options and process applications. Be reasonably available to the homeowner with timely responsiveness to communications. Notify the homeowner of any decisions, required documents, or next steps in the process. Coordinate with other servicer personnel involved in the homeowner’s case.

The SPOC can be a specific individual or a team of personnel, but the team must function with continuity and shared information access. The protection exists to prevent the “passed around” problem where every servicer contact starts from scratch.

When should you request SPOC?

Five timing scenarios.

Immediately upon entering default. Earlier requests produce better outcomes. The SPOC assignment establishes continuity from the start of the loss-mitigation process.

When loss-mitigation application is being prepared. SPOC assignment streamlines document submission and review.

After receiving conflicting information from servicer. When different reps provide contradictory information, SPOC creates accountability for accurate information.

When dual-tracking concerns arise. SPOC documentation creates evidence trail for HBOR enforcement if dual-tracking violations occur.

Before engaging a foreclosure defense attorney. SPOC documentation is part of the evidence base for HBOR claims.

Step 1: Identify your servicer

The SPOC request goes to the loan servicer, not the original lender or the loan investor. Servicers handle the day-to-day loan administration and are the entities subject to HBOR’s SPOC requirement.

Servicer identification. The servicer’s name appears on monthly mortgage statements, default notices, and Notice of Default documents. Common California servicers include Wells Fargo, Bank of America, Chase, Mr. Cooper, Carrington, PHH, Loan Care, Specialized Loan Servicing, and many others.

Servicer contact information. Most servicers have specific addresses for “qualified written requests” under RESPA and “loss mitigation correspondence” under HBOR. These addresses are listed on monthly statements and on servicer websites.

Servicer size verification. Larger servicers (more than 175,000 California mortgages) have full HBOR obligations. Smaller servicers have reduced obligations. Most major California mortgages are with larger servicers.

Step 2: Prepare the written request

The request should be in writing, specifically reference the statute, and include documentation supporting the request.

Required elements.

Identification. Homeowner name, property address, loan number, last 4 digits of social security number for identification.

Statutory invocation. Specific reference to “California Civil Code Section 2923.7” requesting designation of a single point of contact.

Authority elements. Request specifically that the SPOC have authority to coordinate the loss-mitigation process, access to all loan and account information, and decision-making capability.

Communication preferences. Specify preferred contact method (email, phone, mail) and reasonable hours for contact.

Hardship summary. Brief summary of the hardship triggering loss-mitigation interest. Doesn’t need to be detailed at this stage.

Date and signature. Date the request and sign properly.

Step 3: Send the request properly

Delivery method matters for documentation purposes.

Certified mail with return receipt. Primary delivery method. Creates proof of delivery and receipt.

Email to designated address. Most servicers have email addresses for loss-mitigation correspondence. Include certified mail backup.

Servicer online portal. Some servicers have online portals for loss-mitigation requests. Use as supplement, not primary delivery.

Documentation. Save all delivery confirmations, receipt confirmations, and communications.

According to Ray Stendall, the certified mail return receipt is the gold standard for documenting HBOR-related communications. Without proof of delivery, enforcement actions become harder.

Step 4: Document servicer response

The servicer must acknowledge the request and identify the SPOC within reasonable time.

Initial acknowledgment. Servicers typically acknowledge SPOC requests within 5 to 10 business days. The acknowledgment should identify the SPOC by name or team.

Contact information. The acknowledgment should provide direct contact information for the SPOC, including phone, email, and any specific reference numbers.

Authority verification. Confirm the SPOC has the authority elements you requested. Some servicers initially assign customer service reps without proper authority; followup may be needed.

Documentation. Save all acknowledgments, contact information, and confirmations in your HBOR file.

Step 5: Use the SPOC properly

SPOC value comes from consistent use throughout the loss-mitigation process.

Best practices.

Direct all communications through SPOC. Avoid calling general customer service lines once SPOC is assigned. Direct contact preserves continuity.

Document all SPOC communications. Save emails. Document phone calls with date, time, who said what, and what was decided. Send written summaries of phone conversations to create paper record.

Respond promptly to SPOC requests. When SPOC requests documents or information, respond within stated timeframes. Delays from your side weaken HBOR protection arguments later.

Escalate non-responsive SPOCs. If SPOC stops responding, request a new SPOC in writing. The right to a functioning SPOC continues throughout the loss-mitigation process.

Refer to SPOC in all written correspondence. Reference the SPOC by name in any correspondence with other servicer personnel. This documents the SPOC assignment and the duty to coordinate through that contact.

Step 6: Address SPOC failures

When SPOC fails to function as required, specific remedies exist.

Request new SPOC. Civil Code 2923.7 requires functioning SPOC, not just initial assignment. Non-responsive or unauthorized SPOCs warrant replacement.

File qualified written request under RESPA. Federal RESPA Section 6 (12 USC 2605) provides parallel rights to written response from servicers within statutory timeframes.

Document HBOR violation. SPOC failures contribute to HBOR enforcement claims under Civil Code Section 2924.12. Pattern of non-responsiveness supports HBOR claims.

Engage foreclosure defense attorney. When SPOC failures coincide with other servicing problems, foreclosure defense attorney can evaluate the full HBOR picture for enforcement opportunities.

File CFPB complaint. The Consumer Financial Protection Bureau accepts complaints about servicer continuity-of-contact failures. Pattern enforcement can result.

Common SPOC request mistakes

Five errors that weaken protection.

Verbal request only. Phone-only requests are difficult to document. Written requests with delivery confirmation are essential.

No specific statute reference. General “I want one person to handle this” doesn’t invoke statutory protection. Specific reference to Civil Code 2923.7 is needed.

Missing authority specifications. Just asking for “a contact” doesn’t get SPOC with proper authority. Specifying authority elements (decision-making, information access, coordination authority) ensures proper assignment.

Failing to document servicer response. Without documentation of acknowledgment and SPOC identity, enforcement actions become harder.

Using SPOC inconsistently. Calling general service lines after SPOC assignment dilutes the benefit and complicates documentation.

Frequently Asked Questions: HBOR Single Point of Contact

How long does it take a California servicer to assign a single point of contact?

Typically 5 to 10 business days from receipt of the written request. Some servicers respond faster; some take longer. If response takes more than 15 business days, follow up in writing referencing the original request and Civil Code 2923.7.

Can my California servicer change my single point of contact mid-process?

Yes, servicers can change SPOC assignments. The new SPOC must have the same authority and capabilities as the original. Continuity has to be maintained through the transition. Frequent SPOC changes that disrupt continuity may violate HBOR. According to Ray Stendall, documenting each transition is important for any future HBOR enforcement.

What if my California servicer says they’re a “small servicer” exempt from HBOR?

Small servicers (fewer than 175,000 California mortgages) have modified HBOR obligations but aren’t entirely exempt. The dual-tracking prohibition still applies. Modified single point of contact requirements apply. Verify the servicer’s actual size before accepting “small servicer” status. Many servicers claim exemptions they don’t qualify for.

Does HBOR single point of contact apply to my California rental property?

Generally no. HBOR’s primary protections, including the SPOC right, apply to owner-occupied 1 to 4 unit residential properties. Investment properties not occupied by the borrower don’t qualify. Some federal RESPA continuity-of-contact protections may still apply to investment properties.

Can I have my attorney be my single point of contact representation?

Your attorney can communicate with the SPOC on your behalf and represent your interests in those communications. The SPOC remains the servicer’s designated representative; the attorney represents you. Many California foreclosure cases benefit from attorney involvement once SPOC is assigned, especially when HBOR violations may have occurred.

If you’re entering loss mitigation with a California servicer and want help requesting and using SPOC properly, I provide a free strategy review and refer to vetted California foreclosure defense attorneys when HBOR enforcement may be needed. No advance fee. Call or text 858-877-0484, or visit stendallrealtygroup.com. Ray Stendall, Stendall Realty Group, eXp Realty, DRE #02038682.