Program Integrity & Performance

The challenge
Owners and agencies need HAP contracts renewed accurately and on time to keep properties in the program, avoid payment gaps, and preserve affordability for residents.

What we do
Navigate coordinates and processes contract renewals end-to-end—reviewing packages for completeness, tracking deadlines, and working with owners when guidance or rent structures change.

Results (FY 2023–FY 2025 YTD)

• 384 HAP contracts renewed, representing approximately 4,735 contract-years of preserved affordability.
  
• Helped maintain affordability for an average of ~82,600 assisted units each month across our PBCA portfolio.
• Achieved an average ~6.9% approved rent increase for renewed contracts and rent adjustments over the prior year.
• Generated approximately $9.15 million in additional annual contract rent for participating properties across the period.
• Maintained 95–100% on-time completion every year, averaging ~98% of contract renewals completed on time.

The challenge
Agencies need more than box-checking. They need reviews that actually improve property performance and reduce risk over time.

What we do
We conduct Management & Occupancy Reviews (MORs) and use findings data to target coaching and technical assistance where it will have the greatest impact. Our teams work with owners and agents to address root causes, not just isolated findings.

Results (FY 2023–FY 2025 YTD)

• Total MOR findings reduced by ~46%, from 5,515 to 2,952 findings.
• Average overall MOR ratings improved, rising from 1.89 to 1.94 over the period.
• The share of properties with an improved overall MOR rating increased from 17% to 44% between review cycles.
• Average physical inspection (PASS) scores increased from 83.5 to 86.9, with 93–95% of properties passing each year.
• Maintained a 100% compliance audit success rate, with no audit findings during the period.

The challenge
For owners and residents, the simplest measure of program integrity is whether payments are accurate and on time. Late or incorrect payments put housing stability at risk.

What we do
We process monthly vouchers and special claims within tight internal timelines, pairing high-volume processing with strong quality control and clear communication with owners and agents.

Results (FY 2023–FY 2025 YTD)

• 100% of subsidy funds distributed on time and within compliance each year.
• 39,026 vouchers paid on time and within compliance across the period.
• Managed approximately $2.49 billion in voucher payments for assisted households.
• Maintained average voucher processing times of about 2.8 days from complete package to approval, helping owners maintain cash flow and keep residents housed.