More than 3,000 times daily, struggling homeowners call the foreclosure Help Hotline for advice on how to save their homes. This on call begins the complicated and time-consuming foreclosure prevention process. Working together are mortgage servicers - the companies that manage the loans - and the borrowers, with foreclosure prevention counselors often acting as go-betweens.

But what’s best for a borrower isn’t always best for the lenders, who weigh the cost of every workout against the cost of foreclosure. Whether or not a homeowner gets help boils down to the numbers. Mortgage servicers request details about a borrower’s income, as well as what the family spends on food, clothing, car payments, credit card debt, and student loans. Homeowners have to submit copies of pay stubs, bank statements, and utility bills to back up their claims.

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