VHDA Customer Service Number — Complete Professional Guide

What VHDA (Virginia Housing) customer service covers

Virginia Housing (often still referred to by its former acronym VHDA) administers mortgage-backed lending, down payment assistance, homebuyer education, and multifamily rental financing across the Commonwealth of Virginia. Customer service acts as the front line for three primary audiences: prospective homebuyers seeking loan pre-qualification or program details, current borrowers with payment/servicing questions, and community partners (realtors, housing counselors, and developers) coordinating program delivery.

Typical customer-service interactions include: eligibility checks for VHDA Advantage, Access, or down payment assistance; document submission for loan approval; status updates on underwriting and closing; and assistance with mortgage servicing, including loss-mitigation options. Knowing which of these buckets your inquiry falls into will shorten handling time and help the agent route your call to the correct specialist.

How to find and verify the official VHDA customer service phone number

The authoritative source for any VHDA phone number is the organization’s official website: virginiahousing.com. On that site you will find a dedicated Contact page that lists current phone lines (general customer service, homeownership center, mortgage servicing, and developer/rental housing lines) and specific email contacts. Because phone numbers and hours can change seasonally or during special programs, always confirm the number on the Contact page before calling.

If you cannot access the website, use these alternate verification steps: 1) look for printed VHDA correspondence (loan disclosures, billing statements, or emails) — each document carries the correct servicer phone; 2) contact your loan officer or closing attorney who used VHDA pipeline tools; 3) visit the Virginia Housing office directory on the state government site or call a known local VHDA partner (community action agency or certified housing counselor) to confirm. Avoid relying on third-party aggregator sites for a definitive phone number unless they cite the virginiahousing.com Contact page.

Best practices when calling VHDA customer service

Preparing before you call reduces call time and improves resolution rates. Have the following items readily available: your VHDA loan number or account number (found on monthly statements), property address, Social Security number or last four digits for verification, and recent payment dates or correspondence dates. If your issue concerns underwriting or closing, also have the purchase contract, income documents, and the name of your loan officer or settlement agent.

When you call, state clearly whether you are calling as a prospective borrower, a current borrower, a service vendor, or a community partner. Ask the agent to provide a reference or ticket number for the call and a direct extension or email to escalate if necessary. Typical VHDA call centers operate Monday–Friday during business hours (commonly 8:30 a.m.–5:00 p.m. ET), and average hold times vary—expect between 3 and 15 minutes depending on campaigns or program deadlines. If you face longer waits, request a callback option or send an inquiry through the secure customer portal referenced on the website.

When to use alternate contact channels (email, portal, in-person)

For document submissions, secure portals are preferred. VHDA and its servicing partners typically use encrypted upload tools for tax returns, pay stubs, and bank statements to comply with privacy laws. For non-urgent inquiries—such as rate quotes, product details, or program eligibility—email or web contact forms provide a paper trail and faster multi-department routing. For servicing emergencies (e.g., imminent foreclosure, bankruptcy filings, or disaster-related hardship), escalate by phone and ask to reach loss-mitigation specialists immediately.

In-person meetings are less common but available through partner housing counseling agencies across Virginia. These local partners can validate identification documents, provide face-to-face counseling, and often expedite voicemail-to-specialist referrals. Use the “Find a Counselor” or partner directory on virginiahousing.com to locate these offices by city or ZIP code.

What to expect on the call and typical timelines

Initial triage: an agent will verify identity and classify the issue (loan origination, servicing, or program information). For loan-origination questions, expect routing to a homeownership specialist or loan officer; underwriting answers typically take 24–72 business hours. For servicing issues (payment posting, payoff quotes, escrow analysis), agents often provide same-day answers or commit to an internal research timeframe—commonly 3–7 business days for full investigations.

Escalations follow a formal path: agent → supervisor → specialist team → written response. If you need a written determination (for example, confirmation of a payment arrangement or a formal loan modification offer), request that the agent provide a written confirmation by email or secure message and note the promised response date and reference number during the call.

• Do before you call: have your loan number, property address, and two forms of ID; prepare digital copies of recent pay stubs, bank statements, and correspondence for upload.
• If you need faster resolution: ask for a callback, request escalations with ticket numbers, and follow up via the secure portal so written records exist.

Programs, fees, and common figures to reference

VHDA offers multiple programs: conventional loans with reduced mortgage insurance, FHA and VA options through participating lenders, and down payment assistance grants or second-mortgage products that can add $5,000–$10,000 in assistance depending on the year and program rules. Closing costs typically range from 2% to 4% of purchase price, and VHDA often publishes fee sheets and mortgage rate summaries on its website. For exact eligibility thresholds (income limits, sales-price caps, and county-specific program availability), consult the program pages or ask customer service to email the current program guideline PDF.

Because program terms and fees are updated annually and can change mid-year, always request the document version and effective date during your call. Ask the agent to confirm whether a specific fee is a lender charge, a VHDA program fee, or a county recording/tax charge so you can compare accurate net costs between loan offers.