General Questions

• Q: How do I establish whether Innotion manages a property?
  A: Areas 1A, 2A, 2P, and 1S all contain multiple FSMs. To find the FSM for a given property, please go to www.HUDHomestore.com, enter the property address, and select the ‘Agent Info’ tab. This will provide names and points of contact for each company that handles the property including the FSM, AM and Closing Agent.

Utility Activation

• Q: I would like to conduct an inspection of utilities. Can I just turn them on?
  A: No. In order to protect your future home, it is critical to contact us and let us establish that it is safe to turn on utilities. Once permission is granted it is important to contact all utility providers and place services in the buyer’s name for the period of activation. If the request is denied, no utility inspections can be carried out at the property.

Termite, Rodent, and Lead Based Paint Inspections

• Q: Can the FSM (IEI) order any of the above mentioned inspections?
  A: No. The FSM cannot order termite, rodent or lead based paint inspections. If an inspection is needed, please contact the AM. Only they can order an inspection on HUD’s behalf.

Utilities/Grass Cuts/Code Enforcement Fines

• Q: Can a buyer be reimbursed for payments that he/she made for above mentioned bills?

  A: It is our duty to ensure that HUD submits payments only for items it is legally obligated to pay. For that reason, any and all bills that are discovered prior to closing must be immediately sent to us. If the buyer submits payment it is possible that reimbursement will be issued, but it is not guaranteed. In order to issue reimbursement to the buyer, the FSM must obtain special approval from HUD.

  Note: If you have a bill that is holding up closing, please refer to the ‘Contact Us’ tab and email the appropriate department immediately.

• Q: My buyer submitted payment for the above mentioned bills, what do I do?
  A: Please create a Work Order Notification in P260 and submit an inquiry to the appropriate Utilities Special Cases Department in your area. Before submitting the inquiry you must obtain a copy of the payment receipt and a copy of the check submitted. It is critical that the buyer’s name appears on the supporting documentation. It is also required that an invoice and/or a billing history starting with the nearest zero balance is submitted with the inquiry. Reimbursement for the payment submitted is not guaranteed.
• Q: What types of documents need to be submitted to ensure utilities payments?

  A: In order to submit payment on behalf of HUD, IEI needs to collect a number of documents from utility providers to ensure accurate payment. A complete packet of documents includes following items:

  • Billing History. This document should go as far back as the nearest zero balance on the account and MUST include dates of service, bill dates, and amounts.
  • Usage Ledger. If usage is marked on the billing history then no additional ledger is needed. However, if dates of services do not appear on the billing history, but are present on the usage ledger, please submit both.
  • Copy of Lien. For properties that have lines filed, please submit a copy of the lien that includes the date of the lien filing, the amount, lien fees, utility ledger associated with the lien, and the property address.
  • Description of Adjustments. If the ledger contains unexplained adjustments please add descriptions as to why these adjustments were made (e.g. Shut Off Fee).
  • Standard Monthly Charges. If charges on the account cannot be terminated, please provide a statement showing the standard monthly charges.
  • Official Documentation. All documentation must be official. Hand-written bills are not accepted by HUD. Please submit any additional statements on your official letterhead followed by your title and signature.

  Note: To see an example of acceptable documentation please download the following file.

• Q: A HUD owned property is in violation of a local ordinance, who should we contact?
  A: HUD manages thousands of properties all across the U.S. and its territories, providing affordable housing to first-time home owners, natural disaster survivors, veterans and many economically disadvantaged groups. In order to determine what is needed to bring a property into compliance, HUD’s Field Service Manager requires documentation from the code enforcement entity. Please utilize our designated emails or Property Concerns Form to submit copies of any violations, relevant local ordinances, and any other helpful information. Together, HUD, contractors, and the local governments can ensure that properties are maintained in the best condition possible until they are sold.

HOA and COA:

• Q: Where should we send coupons for HOA and COA payments?
  A: Please send them to:
  HOA Department
  260-A Cedar Lane SE
  Vienna, VA 22180
• Q: Will HUD pay for fines assessed on the property after the transfer of title (or purchase)?
  A: No. Once closing takes place and settlement is reached, HUD is no longer the owner. The new owner is responsible for any and all payments incurred after the date of closing.
• Q: Why do HOAs and COAs have to adjust breakdowns for HUD owned properties and reduce fees and penalties?
  A: Based on the statutes of your local jurisdiction and the date of HUD acquisition, the total amount owed on the property may not be the same amount due from HUD. Please contact our HOA specialists at HOADues@Innotion.com to discuss any adjustments to the outstanding balances.