FAQs

Electronic submissions of both tenant records (50059, 50059A) and vouchers (MAT30) must be sent through integrated Multifamily Access eXchange (iMAX).

If Navigate rejects a voucher upon receipt, the Voucher team will contact the owner or agent and explain what must be corrected.

Delays can be result of missing tenant records or corrections requested during processing. Payment delays occur when the contract has expired, there are insufficient funds on the contract, or a compliance rate of less than 90% in TRACS.

It depends on the error. The Voucher Specialist will relay appropriate information about rejections and instruct the owner/agent what may be needed to move forward.

Email vouchers@navigatehousing.com for assistance.

Secure Systems access provides the ability to review and see information about a voucher that has been approved and submitted to HUD for payment. Prior to that, an owner/agent should reach out directly to the person working the voucher or use the general voucher mailbox (vouchers@navigatehousing.com) for assistance.

All corrections must come through iMAX from the owner/agent. Once processed and discrepancies are identified, the assigned Voucher Specialist will reach out to the contact(s) on record detailing what is needed.

Tenant eligibility is determined by the owner/agent based on their review of the information received from the tenant at move-in or recertification each year. Navigate receives the certifications from the property and applies TRACS logic to ensure the submissions meet program requirements, but the property makes the determination of whether they are eligible.

The owner is responsible for accurately calculating the voucher in accordance with the requirements for the program. These are outlined  at the bottom of the voucher and by signing the voucher they are agreeing to the terms.  MAT Guide Chapter 7, 7.12 F- G

Yes, with the TRACS 202D changes you may now apply a rent change effective up to the voucher date on that month’s voucher. For example: a 8/1/2024 rent change could be applied to the August 2024 voucher that is completed in July. You will find more information on this TRACS 202D MAT User’s Guide, Appendix H. Remember, rents must be fully executed before claiming them on a voucher. A fully executed rent schedule means it has passed all the checks needed – all signatures are in place including the property and Navigate officials, HUD has approved and funded the change by allocating the increased funds to the account. It is only then that the rents are eligible to be claimed on the voucher. If you are unsure, please contact your assigned Voucher Specialist.

Most of all Terminations are effective on the last day of the month; however, there are times when the date could be another day but those cases are few. In this example the Termination date would be the last day of the month prior to when the Annual was due. for example: A 5/1 Annual is due so the Termination would be effective 4/30.

An Initial is the certification type you should use. Initial certifications are done to place tenants already living on the property on the subsidized program. An Interim is done when a tenant already receiving subsidy has a change in family composition or an increase/decrease of $200 or more a month in income. Section 2 of Chapter 7 in HUD Guidebook 4350.3 Rev-1 Chg. 3 explains in detail the guidelines for processing an Interim.

No, the Move Out date would be the actual date the tenant vacates the unit. Chapter 9, E-1, of HUD Handbook 4350.3 talks about partial month occupancies and will provide you with more information should you need it.

Yes, you must create the Repayment Agreement in your software and assign it a unique Agreement Id. Submit the reversal through the Repayment Agreements section of your monthly HAP voucher. This entry should be a positive amount, $3,250 in this case. As the tenant makes monthly payments to you, you would return those as monthly HAP voucher in the Repayment Agreement section under the same Agreement Id assigned when the agreement was created in your software. Please reference MAT User’s Guide Chapter 4 and Chapter 6 for additional information.

An updated SF 1199-A Direct Deposit form is required to make the change. You will find the form and instructions for completing it under the Vouchers section of our Customer Portal.

Immediately report the sale by going to this link in our Customer Portal. We will need updated contact information and the following documents to facilitate the changeover:

• Management Certification
• 1199-A Direct Deposit form
• HAP Assignment and Assumption Amendment Agreement.

Immediately report the change by going to this link in our Customer Portal. We will need updated contact information as well as the HUD or RD approved Management Certification and potentially an updated direct deposit form.

Both regular vacancy and unpaid rent/tenant damage claims should be submitted to Navigate within 180 days of the unit ready date. The unit ready date is the day after all work in the unit (turning the unit) has been completed.

The date the unit is ready for occupancy.

Either, when the unit has been re-rented or 60 days.

The unit ready date is the day after all work in the unit has been completed.

View the Special Claims FAQs

There are two checklists, one for vacancy claims and one for damages/unpaid rents.

The vacancy special claims checklist can be found in Appendix 3 of the special claims processing guide:

• Special Claims Processing Guide Vacancy

The unpaid rent/damages special claims checklist can be found in Appendix 5 of the special claims processing guide:

• Special Claims Processing Guide Unpaid Rent

The claim must be submitted within 180 days from the date is ready for occupancy.

If you receive a letter saying your claim packet is incomplete, simply send the requested data to Navigate within 30 calendar days of the date of the incomplete package letter. The incomplete package letter will provide you with details regarding the information that is needed. Note: if the requested data is not received within 30 calendar days, then the claim will be denied and is ineligible for appeal in accordance with HUD regulations.

You have 30 days from the date you were notified of our decision to appeal. You may submit missing document and/or further documentation so the decision may be reviewed. If adequate support is provided, we may change our initial determination.

Remember you are only allowed one submission, one resubmission and one appeal so please read our cover letter stating exactly what is needed to process the claim.

Ideally, you should request payment on your next voucher but you must request payment within 90 days of the approval letter. You will need to enter the claim amount on your voucher and include the 14 digit Special Claim ID number that was listed on your approval letter.

The Owner/Agent is responsible for notifying the tenant of the need for recertification, gathering information, calculating the new rent, and informing the tenant of the new rent by having them sign a new 50059 Tenant Rental Certification form.

The Initial Reminder Notice for the next certification is provided at the time the current certification is signed. 120 days in advance of the effective date of the new certification, the Owner/Agent will send a First Reminder Notice. Two further notices will follow at 90 days and 60 days in advance of the effective date if the tenant has not responded to previous requests for them to provide needed information.

Once a new recertification has been completed, the Owner/Agent is responsible for keeping all related documentation in the tenant file and submitting data through the TRACS system.

More information can be found in the HUD 4350.3 Management and Occupancy Handbook, Chapters 7 and 9.

While HUD does not mandate a specific format, it does require that certain information be kept in a tenant file. HUD requires that all information related to a tenant’s eligibility be kept on file for the duration of tenancy plus three years. All information related to an applicant should be kept in the applicant file for the duration of time on the wait list plus three years. After that point, it may be destroyed using a secure method (ex., shredding), and a log should be kept of what was destroyed, by whom, the date destroyed, and the method used.

Examples of documents that must be kept include, but are not limited to:

• Application and any attachments / added documents submitted with it
• Certifications
• Leases, Acknowledgments, Addendums, and Attachments (including a full copy of the House Rules)
• Pet Rules (all tenants) and signed Agreement if the tenant has a pet)
• Verification efforts including EIV printouts, tenant-provided documents, third-party verifications, and tenant statements
• Documents used to confirm eligibility (citizenship forms, proof of age, identification, etc.)
• Correspondence
• Work orders and inspections
• VAWA transfer requests and documentation (in a separate, need-to-know file)
• Reasonable Accommodation requests and any associated documentation

The above list is not exhaustive; requirements for tenant files can be found in the HUD Management and Occupancy Handbook, 4350.3, REV-1, Chapters 4 and 9.

If a tenant does not provide the required information by the deadlines imposed by HUD, but responds before the effective date, they will forfeit their right to a 30-day notice of a rent increase, and their rent will increase on the intended effective date. If they fail to respond on or after the effective date, their subsidy will be terminated as of the planned effective date. At that time, the Owner/Agent may assign that subsidy to another eligible tenant. If the tenant provides information on or after the effective date, they may or may not be eligible for reinstatement, depending on whether the subsidy was assigned to another tenant. They will need to pay Market Rent unless and until the subsidy is reinstated, and failure to pay that amount can result in termination of tenancy (eviction)

In a 202PRAC or 811PRAC property, failure to provide the needed information by the deadline may result in termination of tenancy (eviction).

Guidelines for Owner/Agent response to a tenant’s failure to provide information can be found in the HUD 4350.3 Management and Occupancy Handbook, Chapter 7.

An Owner/Agent should make clear notes and keep copies of any attempts to obtain missing documentation. Each communication with the tenant should include:

• Date of notice
• Details of the exact information missing and what constitutes acceptable verification
• Deadline by which the information must be provided
• Consequences of failing to provide the information (ex., termination of assistance)
• Right to make a reasonable accommodation / VAWA request if needed
• Contact information for whom to reach out to if there are questions

Owners/Agents should be conscious of any state requirements regarding proof of delivery, and the requirements of their Limited English Proficiency plan as appropriate.

An Interim Certification is a certification done between Annual Recertifications because something has changed for the family. Some interims occur because of items a family is required to report, and some are optional. Information on Interim Certifications can be found in the HUD 4350.3, REV-1, Chapter 7.

Owners/Agents should also be aware that HOTMA may change guidance on Interim Recertifications once it is in effect.

HUD currently requires Interim Certifications when:

• A household adds a family member
• A family member leaves the household
• Any family member listed as unemployed becomes employed (regardless of the amount); and
• The household’s income increases by $200 or more per month for any reason

Households may, but are not required to, report when a situation occurs that will decrease their rent (for example, a new medical expense). They may instead add new expenses to the next Annual Recertifications.

Owners/Agents can refuse to process an Interim Recertification under limited circumstances.

Guidance regarding Interim Recertifications may be found in the HUD 4350.3, REV-1, Chapter 7.

Owners/Agents should be aware that HOTMA may change guidance on Interims once it is in effect.

If information received conflicts or appears inconsistent, the Owner/Agent should meet with the tenant to discuss the inconsistency and obtain additional information as needed to determine the most accurate information. An Owner/Agent is entitled to use such factors as which information is most complete or most current, any potential indicators of altered documents, and other reasonable factors to make such a determination. In such situations, the 9887-A Consent form allows an Owner/Agent to look back up to five years to establish accurate information, especially in cases where misreporting of information is suspected. In all cases, the Owner/Agent should document in the file what information was/was not used and why in case the tenant disputes the calculation. HUD guidance that may assist in these situations may be found in the HUD 4350.3 Management and Occupancy Handbook, Paragraphs 5-5A(3), and Paragraph 5-16A(2).

How an Owner/Agent handles a late Annual Recertification depends on who caused the certification to be late. If the tenant’s failure to respond causes a delay, the tenant generally forfeits their right to a 30-day notice of any rent increase. If the tenant fails to respond by the effective date, subsidy will be terminated. In PRAC properties, the tenant can be subject to eviction if they fail to respond by the effective date.

If the Owner/Agent caused the certification to be late, they must provide required notice of an increase, and the tenant is not responsible for any unpaid funds.

Guidance on Recertifications, including how to handle late Annual Recertifications, can be found in the HUD 4350.3, REV-1 Management and Occupancy Handbook, Chapter 7.

All information related to application and tenancy must be kept for the duration of tenancy plus three (3) years. Information related to applicants must be kept for the duration of time on the wait list, through tenancy if accepted or removal if removed, plus three years. The active (working) tenant file may be purged to contain only the move-in plus the most recent three years of certifications. Information purged must still be retained but may be removed into a “history” or archive file.

Items destroyed after the retention period must be destroyed in a manner that ensures confidentiality (ex., shredding), and a log kept of the date of destruction, what was destroyed, by whom, and the manner used.

Guidance on recordkeeping may be found in the HUD 4350.3, REV-1 Management and Occupancy Handbook, Chapter 4 and 9.

Guidance on tenant certifications may be found in the HUD 4350.3, REV-1 Management and Occupancy Handbook, Chapter 7.