Novel Coronavirus (COVID-19) Information

• If you are unsure of which program or property you were selected for, please contact the HOC Call Center at (240) 627-9400 or email help@hocmc.org for assistance.
  
  Please note, if you have been selected for a Project Based Voucher, a packet will be mailed to the address provided on your Housing Path application. If your address has changed, please contact the HOC Call Center to ensure your information is updated.
  
  

• Specialists in our Call Center are available to provide technical assistance on Housing Path Monday through Friday from 8:00 am to 5:00 pm at (240) 627-9400 or help@hocmc.org.
  
  

• The best way to ensure receipt of your recertification packet is to complete your forms and send them via email to your assigned Housing Specialist. Alternatively, you can send them via U.S. Mail to the Silver Spring or Gaithersburg Customer Service Centers. If either option is unavailable to you, secure drop boxes are available just inside the front doors of our customer service centers where you may leave forms. Please do not send us originals of your supporting documents. If you do not have contact information for your Housing Specialist, please contact the Call Center for assistance.
  
  

• You should immediately complete and submit an Interim Package. HOC staff are working quickly to process these forms to ensure your household’s portion of rent accurately reflects the change in your income.
  
  

• Yes, HOC will continue to pay the Housing Assistance Payment portion to your landlord. 
  
  

• HOC has suspended annual U.S. Department of Housing and Urban Development (HUD) Housing Quality Standards (HQS) inspections through April 30, 2020. HQS inspections will continue to be conducted only under the following limited circumstances: new move-in, relocation, or emergency inspections.
  
  

• Out of consideration for the safety of our customers, staff and the community, all home visits have been suspended until further notice. If you require assistance with your paperwork, please contact your Housing Specialist and they will provide remote support to the best of their ability. 
  
  

• In-person meetings and briefings have been postponed until further notice. HOC staff are working to schedule remote briefings with customers using digital platforms. If a meeting or briefing will be conducted remotely, you will be provided with advance notice and information on how to participate via phone or web.
  
  

• Although our offices, including the Silver Spring Customer Service Center and East Deer Park office, are closed to the public until further notice, staff remain available via telephone and email: 
  
  
  • Team 1 (Silver Spring): (240) 641-6363; Fax: (240) 627-9610 scattered.site1@hocmc.org,
    
    
  • Team 2 (East Deer Park): (240) 641-6365; Fax (301) 527-9122 scattered.site2@hocmc.org 
    
    
  • Team 3 (East Deer Park) : (240) 641-6368; Fax (301) 527-9122 scattered.site3@hocmc.org 
    
    
  • Team 4 (East Deer Park): (240) 641-6841; Fax (301) 527-9122 scattered.site4@hocmc.org 
    
    
  • Team 5 (Silver Spring): (240) 641-6842; Fax: (240) 627-9610 scattered.site5@hocmc.org 
    
    
• If you do not know which Scattered Site Team serves your unit, please contact the Call Center for assistance at (240) 627-9400 or help@hocmc.org.
  
  

• We encourage scattered site customers to pay their rent using the online portal here. Customers must register and create an account to use the online payment option – instructions for registering for the online rent portal can be found here.
  
  
  • We are offering a special one-time incentive for customers who register an account before April 15, 2020.
    
    
• If you are unable to pay rent online or by phone, drop-boxes are still available at our East Deer Park office (Teams 2, 3, and 4) and Silver Spring Customer Service Center (Teams 1 and 5). Please note that we are unable to issue receipts if you choose this option.
  
  

• All questions about your rent and ledger should be directed to your Scattered Site Property Management Team (see contact information above) or to Resident Accounting at (240) 249-8965 or res.accounting@hocmc.org.

• If you lost your employment due to shut-downs or layoffs after March 16, 2020, take the following steps immediately:
  
  
  1. Apply for unemployment benefits.
     
     
  2. Contact your HOC scattered site manager for assistance to set up a plan.
     
     
  3. Be prepared to provide the property management team with proof that you have filed for unemployment benefits and that you have been laid off or your employer has temporarily shut down. Specifically, a letter or electronic communication from the employer will be required.
     
     

• Due to the declared state of emergency in Maryland, the governor has issued a prohibition on evictions for any tenant who can demonstrate that failure to pay rent was the result of COVID-19 – for example, because of lost or reduced employment, or needing to care for a school-aged child, or because they are diagnosed with COVID-19.
  
  
• If you are unable to pay your rent, we encourage you to reach out to your scattered site property manager immediately. Our team is ready to work with you to determine the type of relief appropriate for your individual situation. 
  
  

• If you are responsible for payment of utilities in your unit, please note that the governor of the State of Maryland ordered a prohibition on collection and late fees of any utility bills due after March 16, 2020 and until further notice.
  
  
• You should contact your utility provider to ensure they are aware of your situation and to discuss a future payment arrangement. Utility company contact information can be found below under “Utility Information and Assistance.”
  
  

• The best way to ensure receipt of your recertification packet is to complete your forms and send them via email to your assigned Housing Specialist. Alternatively, you can send them via U.S. Mail to the Silver Spring or Gaithersburg Customer Service Centers. If either option is unavailable to you, secure drop boxes are available just inside the front doors of our customer service centers where you may leave forms. Please do not send us originals of your supporting documents. If you do not have contact information for your Housing Specialist, please contact the Call Center for assistance.
  
  

• In an effort to limit interpersonal contact and out of concern for the safety of our customers and staff, the maintenance team is focusing on exigent and emergency maintenance work orders only at this point. Maintenance will postpone addressing non-emergency work orders to limit interaction and the need to enter your unit during this time. While we know that this may be inconvenient, please know that our primary goal is to keep everyone healthy and safe.
  
  
  • If you have an exigent or emergency maintenance need, you can schedule a work order by doing the following: 
    
    
    • Monday – Friday, 8:00 am – 5:00 pm: (240) 627-9400 or help@hocmc.org 
      
      
    • All Day Weekends; Monday – Friday after 5:00 pm: (256) 424-9106
      
      

 What is considered an emergency maintenance issue at this time?

•  Emergency maintenance work orders are those that have the potential to threaten life or safety and may cause extreme property damage. This may include, but is not limited to:

  • Fire;

  • Flooding, including roof leads, drain back-ups, or broken pipes;

  • Sparking electrical outlets or electrical shorts;

  • Suspected gas or carbon monoxide leaks;

  • Inoperable toilet;

  • Inoperable smoke or carbon monoxide detectors;

  • No heat or air conditioning during extreme outdoor temperatures;

  • Sewage back-up;
    
    
  • Inability to secure/lock your unit;
    
    
  • Complete loss of power;
    
    
  • Structural collapse of ceiling, roof, or other major structure;
    
    
  • Inoperable stove or refrigerator;
    
    
  • Or other conditions that might cause harm to the resident or damage to property.