Case Studies

Planet Home Lending ensures defect prevention and reduces repurchase exposure with ACES

COMPANY

Planet Home Lending, LLC is an originator, correspondent lender, rated servicer and sub-servicer of agency and non-agency residential and commercial mortgages. Originating nearly $20 billion annually through its retail and correspondent channels, the company also services over $111 billion of its own loans and provides $13 billion in subservicing. With a strong focus on compliance and operational excellence, Planet is committed to maintaining the highest standards in quality control (QC) across originations, servicing, and compliance.

CHALLENGE

As a high-volume lender and servicer, Planet Home Lending faced the complex task of:

  • Maintaining compliance with GSE, investor, federal, and state QC requirements
  • Ensuring audits were completed accurately and thoroughly
  • Managing defect identification, communication, and resolution effectively
  • Preparing for high-stakes audits from Fannie Mae, Freddie Mac, and HUD

SOLUTION

"If you're still using spreadsheets and email for QC, it's time to automate. ACES is where you need to be."

Planet Home Lending has used ACES Quality Management & Control® Software for since 2014, deploying it across:

  • Retail, retention and correspondent originations
  • Servicing QC audits
  • Compliance audits at both the state and federal level
  • Call center monitoring for departments like customer service and loss mitigation

Key capabilities leveraged:

  • ACES Managed Questionnaires, which ensure up-to-date compliance with evolving investor and regulatory guidelines
  • Audit sampling, including random and discretionary methods
  • Reverification tracking, including letter mailings and follow-up calls
  • Advanced reporting tools for defect trend analysis, executive insights, and audit preparation

Notably, ACES also supports Planet’s call center monitoring program, helping to ensure quality service interactions with borrowers while meeting servicing compliance requirements.

RESULTS

Compliance Confidence

  • ACES has proven invaluable during Fannie Mae, Freddie Mac, and HUD audits, providing timely access to defect trends, audit logs, and reverification documentation.
  • Real-time updates to Managed Questionnaires ensure Planet remains aligned with current QC requirements.

Operational Efficiency

  • By automating QC workflows, Planet has significantly reduced the manual effort, resources, and time associated with defect tracking and resolution.
  • Custom audit questions and documentation processes are easily configured, streamlining oversight and reducing risk.

Strategic Value

  • Enhanced visibility into audit performance supports cost savings, risk mitigation, and capital preservation through defect prevention and reduced repurchase exposure.

Reporting tools empower teams to identify trends and take proactive steps to improve quality across the organization.


“Working with the ACES team is wonderful—they are all very knowledgeable, helpful, and friendly.”

Planet Home Lending’s long-term success with ACES underscores the value of investing in a quality control platform that evolves with the regulatory landscape and scales with business growth. For lenders looking to modernize their QC function, automate key workflows, and stay ahead of compliance demands, ACES stands out as the industry standard.

"ACES is best-in-class QC software—innovative, reliable, and flexible."

Improve Productivity And Quality While Controlling Costs And Risk

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